By Lori Friesen, CPPB
Manager, Legal & Support Service – Haldimand County
In a previous article, I shared my thoughts on how procurement can support an organization’s strategic plan. Building on that idea, I believe it is important to identify a lesser-discussed, but equally important aspect of procurement: the soft skills. These are people-centered skills and approaches that elevate procurement from a transactional function to a strategic enabler.
When most people think of procurement, they picture spreadsheets, budgets, and the infamous “lowest bid” price. While these are undeniably core components, the true value of procurement extends far beyond numbers and contracts. At its heart, procurement is a relationship-driven, service-oriented function that not only supports strategic goals but also helps shape organizational culture and foster collaboration.
Whether your organization operates under a centralized, decentralized, or hybrid procurement model, the foundation of effective procurement is relationships. Procurement professionals are facilitators, advisors, and problem-solvers. Every procurement opportunity is a chance to learn more about the business area you’re supporting—and to build trust and integrity through meaningful engagement.
A key element in building these relationships is active listening. In a fast-paced environment with competing priorities, it’s easy to rush through conversations. But taking the time to truly listen—to understand the “why” behind a request or the problem that needs solving—can make all the difference.
Procurement staff are known for their passion and expertise, but it’s important to recognize that user departments bring their own passions, insights and priorities to the table. Avoid judgment, and instead offer professional guidance tailored to their needs. This respectful exchange of ideas builds trust and lays the groundwork for future collaboration.
Open and respectful communication helps build a foundation of trust that becomes invaluable when challenges arise, which they inevitably do. Whether it’s a delay, a scope change, a budget constraint, or a contract management issue, having strong relationships allows procurement to approach these issues with a collaborative mindset—working together to find solutions rather than assigning blame.
Procurement professionals often serve as the “middle person” between internal divisions such as finance, risk management, legal and operations. Transparency and clear communication ensure that all parties understand expectations, which leads to alignment and a shared sense of ownership over outcomes.
Yes, procurement is about numbers—but it’s also about people. The soft skills of procurement—active listening, relationship-building, strategic advising, and collaborative problem-solving—are what truly elevate the profession. By embracing these elements, procurement professionals can drive greater value, foster stronger partnerships, and contribute meaningfully to the success of their organizations.