Chapter 7

Reading people

Why is there so much emphasis on listening?

Engineering is an influence game. As engineers, we don’t build anything, and rarely if ever, work with our hands, other than to type on a keyboard or hold a phone. We can normally only achieve something through the hands of other people, using someone else’s money. An experienced maintenance engineer explained it like this: “No amount of engineering calculation, drawing or writing ever changes anything until a fitter does something different with his tools.” Even if you end up inventing, designing, making, and distributing a gadget or software app entirely by yourself, success depends on influencing people to buy it and gain satisfaction from using it.

Influencing the behaviour ...

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