Soft skills
Your developer is upset because they have had a bad day...
What soft skill would you use?
Empathy
Understanding
Allign
Which conversation style might this developer be?
"Can you help me? I've done this 3 times, and it continues to fail. I don't understand why its not working."
Thinker
How might you reposition this?
Developer - Can I get a refund?
You - No, its not in our policy because you used assets.
Positive Word choice
Redirection
"I know you heard me, but are you listening..."
What soft skill might this developer be asking for?
Active listening
Which conversation style might this developer be?
"Please give me what I asked for and nothing else."
Director
How might you reposition this?
Developer - Why can't you just make an exception?
You - Its above my pay grade.
Show understanding
Positive word choice
Set proper expectations
"Ok, you heard me, but do you understand?"
Which soft skill might assure this developer?
Assurance / Acknowledge
Which conversation style might this developer be?
"I'm sure this is an easy fix, but I'm doing it wrong. Can you please help me? I really don't want to keep doing this song and dance. You know what I mean?"
Entertainer
How might you reposition this?
Developer - I applied for the Enterprise program, you called yesterday, so I am calling back.
You - Thats not my department. I'll get them to call you right back. Bye.
Set proper expectations
Align
Assure the developer
"What do you mean I can't have a refund?"
Which soft skill should we use when delivering undesired solutions?
Positive Language
Honesty
Tone
Confidence
Which conversation style might this developer be?
"Ok. So only the account holder, but I did this before. Are you sure you can't help me? I'll do what you say, but my boss is not going to like it."
Feeler
"My apps are no longer on the App Store. I can't login to figure out why"
What questions are you asking? Why?
Verify Issue ~ Apple ID
If policy corrects the developer's issue, what tool can we use to repair the developer's experience?
Soft skills
Positioning
What are the traditional communication styles?
Director
Thinker
Feeler
Entertainer
"I am a developer and I pay $399 a month for a membership, and I can't put apps on the app store."
What questions are you asking? Why?
Verify Program Type
Verify Apple ID