Five Tips for Developing the Soft Skills IT Pros Need
http://articles.techrepublic.com.com/5100-6269_11-5034443.html
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Firey, Carla
TechRepublic
2003

Abstract:

As an IT support pro, you not only need to be able to diagnose computer problems, you also must be able to effectively communicate the problem to the user. Use these tips to develop your soft skills, become a star player, and move up the IT ladder.