They see many more options than do people who have been part of an industry or company for years. Operating on the same wave length Basic communication skills used to be enough for employees and management to be successful. Today, these same people need to be highly skilled communicators. They need to possess superb listening, human relating and probing skills. Listening is a fascinating process.
Few people are really excellent listeners.
It is a learned skill and since only two universities have courses in listening, there are few formal ways to learn the skill. We also need to be able to empathize with customers. It seems that most people ignore the emotional component and move rapidly into the solution. This hinders the human contact and impedes the range of possible solutions. The best guideline is to empathize first and then offer solutions.