12.3. Demonstrating Communication Skills and Professionalism

Good communication includes listening to what the user or manager or developer is telling you and making certain that you understand completely what he is trying to say: approximately half of all communication should be listening. Just because a user or customer does not understand the terminology or syntax or concepts that you use or understand does not mean he does not have a real problem that needs addressing. You must, therefore, be skilled not only at listening but also at translating.

Professional conduct encompasses politeness, guidance, punctuality, and accountability. Always treat the customer with the same respect and empathy you would expect if the situation were reversed. ...

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