The Art of Objection Handling In any field, handling objections is an important skill to possess. Whether it’s in knowledge management or another industry, understanding how to handle objections effectively can make the difference between success and failure. Like a painter who studies theory and practices brush strokes, handling objections also takes thoughtfulness and practice…
Prompt Engineering: The Next Job Skill, Not The Next Job As AI technology improves, the ability to use it will become a critical skill for individuals who want to stay competitive. Prompt engineering, the process of creating, developing, and refining prompts to communicate with AI models, has recently been touted as the next big job…
The One Thing You Must Do for a Successful KCS Implementation As a KCS (Knowledge-Centered Services) program manager, I’ve seen many first line managers focus solely on core support case driven metrics like time-to-resolution (or worse, simple case volume counts) for their teams, particularly when they are under pressure. While this is understandable, it can…
Why We Should Use “Human Skills” Instead of “Soft Skills” In the world of Human Resources, and recruitment specifically, there has long been a distinction between “hard skills” and “soft skills.” Hard skills are those that are technical or job-specific, such as coding or accounting. Soft skills, on the other hand, are those that are…
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