Home » Understanding the Human Element in a Service-Based Industry
In service-based industries, particularly in fields like Diagnostic Imaging and IT, we encounter a diverse range of personalities. Having spent years managing and working with field technicians and engineers, I’ve noticed fascinating differences in how people are “wired.” These differences influence not only their skills but also their communication styles and interactions with others.
Let’s look at this topic a little more closely.
Sam, Medic Cloud Managing Director
The early roots of our skills and interests
From a young age, our natural aptitudes and interests begin to emerge. At school, we observe that some individuals excel in history or English, while others thrive in maths or science. These early tendencies often guide future career choices. Those with an affinity for maths or hands-on problem-solving tend to pursue careers in fields like engineering, architecture, or technology.
This diversity is valuable, but it also means people think, process information, and communicate in different ways. In my experience, understanding these differences is essential when working with a team of technically skilled individuals.
The unique communication styles of technicians and engineers
One consistent observation I’ve made about technicians and engineers is that their communication style is typically direct and unembellished. They approach problems and discussions as they would a technical system—logically, systematically, and without unnecessary elaboration. This isn’t a flaw; it’s simply how their minds operate.
For example, technicians are experts at diagnosing complex issues with X-ray machines or IT systems. However, when explaining a problem to a client, they might come across as blunt or overly technical. This doesn’t indicate incompetence or a lack of empathy—it’s just that they feel more comfortable in the precise, structured world of machines than in the more ambiguous realm of human communication.
Confidence isn’t always loud
Another misconception I’ve encountered is that a technician’s quiet or reserved nature during a conversation is mistaken for a lack of confidence. In reality, these individuals are often highly knowledgeable and skilled—they simply feel more at ease working with technology than engaging with people. When troubleshooting equipment, their expertise shines through. However, during phone calls or face-to-face conversations, their communication might appear less polished or assertive.
It’s important for clients and colleagues to understand that this behaviour isn’t driven by negativity or ill intentions. It reflects how their brains work—focused on solving problems rather than engaging in small talk. Their quiet demeanour or lack of verbal expressiveness shouldn’t diminish their technical brilliance.
The passion behind the “Propeller Heads”
Field technicians and engineers often have a deep passion for their work. Many can discuss the technical intricacies of their field for hours, sharing insights that might be hard for others to grasp. Similarly, they often immerse themselves in hobbies like computer games or coding—activities that align with their analytical, detail-oriented nature.
This passion and focus are strengths, not weaknesses. While their communication may not always meet conventional expectations, their ability to solve problems and deliver results is second to none.
IT and x-ray equipment we offer our clients
Carestream
Carestream
Embracing differences in the workplace
This article isn’t about criticising or stereotyping technicians and engineers; rather, it offers insight into their unique perspectives. Understanding these differences can help foster stronger working relationships, improve communication, and ultimately lead to better outcomes for everyone involved.
At the end of the day, we’re all different, and that’s a positive thing. The key is to recognise and appreciate these differences, using them to build diverse and effective teams.
Case studies and insights
For those interested in further exploring this topic, here are some resources and studies on human behaviour, communication, and introversion:
- “The Science of Introverts” by Quiet Revolution
- Susan Cain’s TED Talk on The Power of Introverts
- “Understanding Different Communication Styles” by Psychology Today
These resources provide a foundation for understanding how introverted or highly analytical individuals operate and communicate, reinforcing the insights shared here.
Final thoughts
At Medic Cloud, we place great value on the human element in everything we do. Whether you’re working with our technicians or interacting with our team, remember that each individual brings unique strengths to the table. By embracing these differences and approaching communication with empathy, we can build stronger connections and achieve remarkable outcomes together.
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