In this episode, Bryan and Bert talk about soft skills. They also discuss why soft skills are important in highly technical trades.

Bert's class defined "soft skills" as communication skills; these can be verbal but may also include body language and how we respond to emotional situations. Bert thinks these skills are some of the most important skills you can develop in the HVAC industry and in life overall. You will only be able to make the most of your talents and career if you work on your communication and people skills.

You can start improving your soft skills when you learn to see yourself accurately. Are you introverted or extroverted? Have a Type A or Type B personality? Once you can see your strengths and weaknesses, you can learn where you need to be more engaged with the customer or give them some space. You can analyze your relationships to see where your strengths and weaknesses are (or if you're the problem in your interactions with others).

Listening skills are also crucial for interactions with customers. Being a good listener, keeping your emotions in check, and proposing solutions will give your customers a better experience. Having the discipline to be a good listener will also help your work and personal relationships. If you need some tips or have some questions about your general vibe, ask people who want to tell you the truth about their "experience" with you (and listen to them).

Body language is also critical. Do your best to show that you're attentive, helpful, and friendly.

Bert and Bryan also discuss:

• Residential vs. commercial interpersonal skills
• Skills vs. natural abilities
• Metacognition
• Customer experience
• Discipline
• Working well with your bosses or other employees
• Eye contact
• Complaining (just don't do it)
• Dos and don'ts of showing empathy

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