Good “pep talk” what I would like to see on what I consider “Soft Skills” is discussing how to handle a service call using soft skills and then Role Play that. Techs don’t want to just hear someone lecture. Telling a tech how to communicate is not the same has practicing it with Role Play. Break them out of their “Rutt of not communicating efficiently” would like to see more interaction with each other than just “lecture” – Good talk, just wasn’t the “Soft Skills” lesson I was looking for.