Advancements in artificial intelligence (AI) impact every industry and its employees, from front-line workers to leadership. As AI technology advances and offers new capabilities unavailable in the recent past, there is an increased focus on how its advancement will affect the human side of the technology-human interaction in the workplace.
Successful leaders understand that business growth doesn’t rely on technology alone. In the age of AI, people skills — also known as soft skills — such as self-awareness, emotional intelligence (EQ), creativity, problem-solving and empathy are increasingly important. When employees are empowered with soft skills alongside training on vital, emerging technologies, they are more productive, imaginative and innovative. When organizations are proactive in investing in the development of their employees, they maximize the benefits of AI and advancing technologies and simultaneously develop a workforce that is a key component of their competitive advantage.
The State of AI’s Influence on the Workplace
AI’s power helps executives make sound decisions with the input of information at scale. It’s critical, however, for leaders to view AI as another available resource, not as a substitute for human intelligence. After all, even if every competitor shares the same data, procedures, hardware and software, the human element cannot be duplicated — diverse, skilled employees are what set organizations apart with unique nuances, perspectives and interpretations.
As industries experience a wave of potential AI implementations, there’s increased attention on what this means for employees. It’s a delicate balance between broader workplace goals and the needs, desires, and wants of those who make up an organization, shape its culture, and ultimately impact customer expectations and experiences. Dale Carnegie’s “Beyond Technology” study found that three-quarters of employees believed that soft skills were an important factor in remaining relevant in the age of AI. In addition, while leaders at the vice president level and above viewed communication, critical thinking, leadership and teamwork as the most important soft skills for partnering with AI, only a fraction of respondents reported they received training in those areas within the last three years.
Investing in Soft Skills Training Creates Successful Teams
As AI’s impact grows, so does the need for organizational leaders to have a pulse on their team members’ knowledge, skill sets and capabilities, with an emphasis on interpersonal skills. This focus can be a challenging journey for leaders, but even those focused on traditional quantitative metrics recognize the correlation between enhanced soft skills and business success. Committing to the following guidelines helps leaders maximize their efforts.
- Create a culture of trust, transparency and communication. Dale Carnegie’s “Beyond Technology” also found that only 26% of individuals say they trust their current leaders to make the right decisions about AI in the workplace. In this low-trust environment, technological changes are less likely to receive collective buy-in. Conversely, when team members trust each other, they’re more likely to interact in ways that increase productivity and performance and provide less resistance in the face of change — including AI. With trust, transparency and communication in place, it’s possible to be strategic and intentional with technology implementation tailored to the needs of the employee, instead of adopting a one-size-fits-all approach. Employees feel valued and encouraged to contribute when they know their feedback is respected and utilized to inform a technology strategy that impacts their roles, such as how AI can improve their capabilities. Employers that align internal goals and technology with employee talents can encourage improved performance while automating tasks better suited to AI in a supportive role. In turn, this allows individuals to focus on the innovative and problem-solving aspects of their jobs.
- Invest in soft skills training and education. A recent LinkedIn study reported that 89% of failed hires are due to a lack of soft skills. Yet, internal training in these areas is low, with only 31% of employers providing soft skills development to their employees. This disconnect hinders organizational growth as the adoption or acceptance of AI technologies is a change process that requires training and education, as well as willingness, participation, and effort from individuals. Employees who feel informed, educated, and included develop the skills and confidence to utilize technology effectively and involve themselves in decision-making. Naturally, these interpersonal skills do not appear overnight and are ineffective when applied intermittently. As such, it’s essential to make ongoing training and education a consistent priority to increase receptiveness to workplace change and improve soft skills with a concurrent focus on technology applications.
- Leaders also need soft skills. Training employees in soft skills is only part of the effort. Leaders’ actions influence what happens within their organizations, and those who approach their responsibilities with deliberate attention to enhancing interpersonal skills are more likely to inspire their teams to perform well. Leaders who practice soft skills such as humility, integrity and compassion can potentially mediate the relationships between team members and AI technologies. In addition, leaders who are proactive in considering how AI can support their efforts, such as in areas of planning or budgeting, can then free up time to dedicate to the human component of their roles, like motivating, empowering or coaching in the workplace. As organizations consider the nature of leadership in the age of AI, it will also be important to consider fit when assigning or promoting employees to leadership positions, utilizing targeted soft skills training opportunities as a growth and strategy approach.
The Future of Technology Requires Leaders to Be More Human
Leadership in the AI era has entered into a time of unknowns while simultaneously facing new opportunities. The fact is, people skills will always be in demand — no matter how fast AI, or any other technology –– advances. Successful leaders will focus increased attention on a vital component already intrinsic to businesses for centuries: people. Because technology is ever-evolving, leaders will continue to see an increased need to become people experts and understand how technology impacts their workforce.
As such, leaders can foster growth-centric teams when they commit to the individuals within their workplace, the technology that can best support them, and the skills that make their interactions meaningful.
Robert Coleman, Ph.D.
Robert A. Coleman, Ph.D., is the director of research and thought leadership for Dale Carnegie and Associates, where he is responsible for ongoing research into current issues facing leaders, employees and organizations worldwide. Visit dalecarnegie.com for more information on a variety of workplace topics and resources to help your organization.
