Soft skills are rarely discussed in the process focused world of digital project management. But when you spend time understanding the team and the client as humans, an amazing thing can happen. People start to care. They open up and share ideas. They talk about what matters to them. Concerns they may have. Even previous experiences that could impact the way work gets done. With that openness, everything gets better. Even the bottom line. But across cultures, there is a tendency to get a little mechanical. So how can we put people back at the heart of how we approach project management? Peta Kennett-Wilson has some thoughts.