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Here are highlights from article Pei Mun Lim on the Skills of a Business Analyst – Salesforce Admins
1. Two critical skills for business analysts:
– Active listening
– Emotional intelligence
2. Emotional intelligence helps to understand the human emotions behind a request and address the real business problem:
– Be observant of nonverbal cues
– Ask more questions if nonverbal cues don’t match the content of what is being said
3. Active listening is an active posture, trying to see the world from the other person’s point of view:
– Show empathy and care about concerns
– Listen without judgment
– Ask follow-up questions to understand better
4. Resistance to change is driven by fear, so acknowledging and understanding fears is important in addressing concerns.
5. Practice emotional intelligence and active listening in day-to-day life for better communication and problem-solving.
You can read it here: https://sfdc.blog/EwhIx
Source from admin(dot)salesforce(dot)com