This informal CPD article, ‘The Future of Soft Skills: What Will Matter in a World of Automation and AI?’, was provided by iAM Learning, who are transforming the way your workforce trains and retains, using high-end animation, lovable characters and captivating stories to make even the most serious subjects appealing and unforgettable.
Eric is worried. He’s just received an e-mail that he’s not looking forward to explaining to his team. It seems that new AI systems are being brought into the manufacturing company he manages. They’re going to handle quality control, scheduling and inventory management. But he knows the first thing they’re going to ask is: “What’s left for them to do?” As it turns out, the answer is “Quite a lot”.
It's only natural to be concerned. Eric knows this stuff is going to save time, increase quality overall and improve the workplace for his team. After all, AI and automation are taking over many technical tasks in most modern workplaces. But as they get on with all that data handling and repetitive stuff, uniquely ‘human’ skills will become more valuable than ever. All it will take is for L&D teams to make sure employees have them. Let’s look at some of these soft skills that will matter most.
Empathy and Emotional Intelligence (EQ)
Machines can crunch numbers, but they can’t understand how people feel. Eric has the ability to spot when his team are stressed and upset so he can respond with understanding. AI can tell you if production is down, but only a person can work out whether that’s because a machine has technical issues, or the employee operating them is struggling.
Communication
Clear, honest communication will help Eric connect with his team during the initial change and beyond. Communication isn’t just passing on information, it’s also about listening to concerns, explaining things clearly and ensuring everyone is on the same page. Eric knows that taking time to talk things through with his team helps them engage with the change process and feel more secure, even though their day-to-day work is changing.
Adaptability and Learning
Being able to learn new skills quickly is crucial. The latest AI systems will provide data which will help Eric make better decisions, so the team can focus more on problem solving and improving processes.
Creative thinking
While AI might be good at finding patterns and sifting information, real creativity, such as coming up with new ideas and solutions, is a human skill. Eric encourages his team to think outside the box, find new ways to use AI and automated systems and ultimately, improve the products.
So, how can these skills be developed? Well, with time, practice and feedback. Things that work well include:
Coaching and mentoring: Pair up experienced staff with newer team members to help both sides develop communication and leadership skills.
Peer feedback: Regular, constructive feedback between your team helps create a culture of ongoing improvement.
Practice in safe spaces: Role-play and group exercises let employees test out their new skills, so they don’t have to worry about making a mistake.
For L&D teams, well, the key is to make soft skill training both practical and relevant. When considering what type of training to provide, these approaches work well: Use real-world scenarios that employees can relate to. Make sure session are regular, shorter training sessions rather than long one-off days, so they can remember what they have learned. Consider bite-sized courses to learn individual skills or create a learning path of soft skills for employees to follow, and ensure they’re given the free time to do so.
Also, you should mix online learning with face-to-face practice sessions, as mentioned earlier. That will give people the chance to feedback properly and share any challenges as well as finding solutions. Senior leaders must get involved too, which will show teams that these skills matter from the top to the bottom of the business.
Back to Eric and his team. Six months on, they’re working alongside their new systems, not competing with them. Automation handles routine tasks, so they’re freed up to focus on improvements and innovations. The investment in soft skills has paid off – the team is more adaptable, better at communication and more creative when solving problems.
These skills do matter. For individuals, developing soft skills like these improves morale, and increases productivity levels, too. Plus, they are transferable so can be used in any job. They make you more valuable to your organisation, and more attractive to others. For businesses, employees with strong soft skills make for better teamwork, more innovation and in the end, happier customers.
As AI and automation become more common, these ‘human’ skills will make a difference. By developing soft skills, we create workplaces where people and tech work together effectively, bringing out the best in both.
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