Soft Skills eat Technical Skills for Breakfast
summary
Three books provide the tactics: On Writing for concise, purposeful emails and when to leave details out versus precise documentation; Crucial Accountability for a three-part accountability script—establish trust, focus the objective, then set consequences—and a stepwise example of rebuilding missing White House DBA documentation and restoring a corrupted master DB that required legal sign-off; Never Split the Difference for mirroring, labeling and minimal encouragers used to defuse angry customers and even win back a custody-visit schedule; also recounts designing Azure redundancies after a chiller-induced outage.
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chapters (12)
- 0:00Introduction
- 1:27Soft skills importance
- 2:07Stephen King on writing
- 4:16Precise documentation
- 5:39Government IT details
- 8:06Accountability conversations
- 9:50Calm under pressure
- 12:33Microsoft outage handling
- 13:55Customer confidence calls
- 15:22FBI negotiation techniques
- 17:45Key takeaways
- 18:06Closing remarks
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