Fiona Charles teaches IT practitioners project skills “beyond process”-hands-on practical skills essential to thrive and excel on any kind of software project. An expert test consultant and manager, she has been in the thick of the action through 30+ years of challenging projects across the business spectrum on both sides of the Atlantic. Throughout her career, Fiona has advocated, designed, implemented and taught pragmatic and humane practices to deliver software worth having. Fiona’s articles and blog posts appear frequently, and she conducts experiential workshops at international conferences, and in-house for clients. In 2011, Fiona conducted an experiential tutorial on “Delivering Difficult Messages” at the EuroSTAR conference. Contact Fiona via her websitewww.quality-intelligence.com, and follow her on twitter @FionaCCharles.