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One of the reasons soft skills are so important in the workplace is because the tide is shifting in terms of customer relations. Companies hoping to maintain a position in the marketplace are recognizing that service is the new selling.
Assuming that soft skills are universal leads to much frustration. That's why it's so important to focus as much on soft skills training and development as you do on traditional hard skills. When your workforce has lots of technical skills but an absence of soft skills, you have a soft skills gap. Soft skills are what accompany the hard skills, and help your organization use its technical expertise to full advantage.