Beyond Code: The Power of People Skills

In a rapidly evolving world where technology advancements and threats are constantly changing, the focus on technical expertise often overshadows the importance of good, people skills. In practice, the ability to communicate effectively and collaborate across organizations, combined with a deep understanding of human behavior, are key to safeguarding sensitive information and systems.

The consequences of inadequate communication and crisis management skills in a response to a cyber incident can seriously cost organizations and their stakeholders. This has been exemplified by the 2017 Equifax data breach which leaked the private information of more than 160 million consumers from the US and UK, and hundreds of millions of dollars in fines and settlements for the company. The key lapse most stakeholders have pointed out pertains to the company’s discovery of the breach in July 2017 and only disclosing said breach in September.

Next, while the company created a website to allow consumers to check whether they have been affected by the breach, other cybersecurity experts noted how the website was similar to phishing websites. In addition, the site was noted to have had false positives – even random results when experts searched the database. Adding insult to injury, the company’s official Twitter (now X) account posted a link to a knock-off website which mocked the company’s security practices in place of a site for customers to check whether they have been affected by the breach.

Ultimately while regulatory agencies have learned to deal with breaches similar to that of Equifax, and governments have taken steps to compensate those affected, the missteps in the wake of the incident remain a clear lesson in how incident response should work hand-in-hand with communications and management. In summary, a good response requires a holistic approach which keeps the trust of consumers, and cooperates with authorities in addition to identifying and resolving attacks.

While technical expertise remains foundational in cybersecurity, the role of people skills cannot be overstated. Professionals who excel in communication, collaboration, and understanding human behavior enhance an organization’s ability to prevent, detect, and respond to cyber threats effectively. As cybersecurity continues to evolve, cultivating these interpersonal skills alongside technical knowledge will be essential in protecting digital assets and maintaining trust in an interconnected world.