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Writer's pictureJonathan H. Westover, PhD
Oct 147 min read

How AI Use Will Increase the Value of Soft Skills at Work

By Jonathan H. Westover, PhD

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Abstract: This article discusses research on how artificial intelligence (AI) is impacting the skills needed for jobs. As AI automates routine tasks, studies find that cognitive and soft skills will become more important for problem-solving, collaboration, and interacting with technologies. Soft skills like communication, emotional intelligence, and adaptability will grow in value as humans work synergistically with AI. These skills are universally applicable and allow people to manage complex social situations that AI cannot yet handle. As jobs evolve rapidly with AI, soft skills also facilitate lifelong learning and strategic thinking. The article explores why soft skills will rise in prominence through several compelling reasons, including humans' continued superiority in managing social relationships and AI's role complementing rather than replacing people. It also outlines strategies for organizations to develop soft skills training, job design emphasizing human-AI strengths, and supportive cultures and leadership. Industry examples demonstrate how focusing on soft skills unlocks AI's full business benefits and ensures employees can thrive as work transforms.

Artificial intelligence (AI) is rapidly advancing and becoming integrated into more aspects of work. While AI has the potential to automate certain routine tasks, complement human intelligence and enhance productivity, its use also brings about significant changes to the skills needed for many jobs. Research suggests that as organizations increasingly leverage AI technologies, soft skills - also known as interpersonal or people skills - will become even more important for employees to stay relevant and valuable in the workplace.


Today we will discuss the research findings on how AI impacts job skills, explore why soft skills are gaining prominence.


Research on AI's Impact on Job Skills


Many studies have explored how AI and other emerging technologies are changing the nature of work and skills required. According to research from McKinsey Global Institute, about 30% of work activities could be automated by 2030 using currently demonstrated technologies, with job profiles split into those where human skills are increasingly valued versus automated (Manyika et al., 2017). PwC's research also indicates that while AI may displace certain roles, it will generate new roles, tasks and skill requirements, mainly around interactions with technologies and people (Bughin et al., 2018).


Both quantitative and qualitative research have found that as manual and routine tasks are automated, cognitive skills focusing on problem-solving using both technical and human elements will become more essential (WEF, 2018; Manyika et al., 2017). Specifically, soft skills centered around collaboration, communication, emotional intelligence and social interaction are expected to retain and even gain more value with increased workplace AI and automation (World Economic Forum, 2018). Technical skills will remain crucial for roles involving AI development, however soft skills are universally applicable across more job functions and help humans work synergistically with technologies.


Why Soft Skills Matter More with AI


There are several compelling reasons why soft skills will rise in prominence as AI adoption spreads in organizations:


  • Humans are Still Superior in Managing Complex Social Situations: While AI can perform routine tasks better than humans, its abilities are still limited when it comes to social and emotional nuances that require empathy, judgment and adaptability to different contexts. Interactions involving negotiation, collaboration, conflict resolution or customer service often require human soft skills (World Economic Forum, 2016).

  • AI Complementarity with Humans: Rather than replacing humans outright, AI is generally designed to enhance human capabilities by automating processes and providing insights. This enables people to focus on tasks where their judgement, creative problem solving and management of relationships are most valuable. Soft skills empower employees to effectively work with and get the most value from AI systems (Agarwal et al., 2018).

  • Adaptability to Changing Work Processes: AI is evolving rapidly and transforming the nature of work. Soft skills like lifelong learning, critical thinking and versatility allow people to keep adapting to new technologies and job roles. Those lacking such skills may find it difficult to take on new responsibilities or learn new skills as work transforms with AI (Schwab, 2016).

  • Continued Need for Leadership and Strategic Thinking: While middle management jobs may reduce with more automation, strategic leadership requiring vision, change management abilities and inspirational communication is still fundamentally a human domain. Soft skills remain essential at executive levels to drive business strategies utilizing AI and other technologies (World Economic Forum, 2018).


The research indicates that AI will actually raise the need for employees who can expertly apply both technical skills and soft skills alike for organizations to maximize the benefits of their AI investments. Soft skills become a new form of job security and career survivability as roles evolve with emerging technologies.


Developing Valuable Soft Skills with AI


With soft skills gaining prominence, organizations must focus on cultivating these abilities in their workforce through training and culture changes. Some effective strategies include:


  • Job Design that Leverages Strengths of Both Humans and AI: Rather than trying to replace human roles, redesign tasks so that people focus on complex problem solving, critical thinking, managing relationships and strategic decision making that complement AI's automation capabilities. For example, customer service agents can spend less time on transactional queries handled by AI chatbots, and more on resolving complicated issues through empathetic communication.

  • Invest in Ongoing Learning and Reskilling Programs: Make soft skill and vocational training a routine part of the employee experience to help them continuously upgrade proficiencies and embrace new responsibilities. For instance, finance companies can provide modules on change management, presentation skills and using AI tools for sales representatives adapting to sales processes increasingly supported by predictive analytics and robo-advisors.

  • Foster a Collaborative Culture: Promote collaboration across functions and with technology partners. Encourage employees to share knowledge, work in agile teams and directly engage with AI model developers for a two-way exchange of ideas. Google exemplifies this by co-locating various teams to spur cross-pollination of ideas between engineers and other professionals.

  • Measure and Reward Holistic Performance: Move beyond purely quantitative metrics to also evaluate soft skills demonstrated on the job. Recognize achievements through both financial and non-financial means like public recognition and learning/growth opportunities. For example, a manufacturing firm can consider problem-solving acumen as well as production targets for operator promotions.

  • Lead Through Empowerment and Purpose: Authentic leadership emphasizing empowerment, empathy, transparent communication and a shared organizational purpose has been shown to boost employee engagement levels needed to capitalize on AI. Leaders at Amazon set the tone through servant leadership focused on customer obsession over personal gain.


When organizations properly support soft skills via job design, training investments, collaborative culture and leadership style focused on empowerment - they prime their workforce to positively gain from AI rather than feel threatened. Employees remain motivated to continuously multi-skill as work evolves.


Industry Examples


Organizations across industries have found success with focusing on soft skills to thrive in an increasingly AI-driven world of work.


  • Healthcare: Hospitals promoting compassion and emotional intelligence in clinical roles ensure that AI-powered diagnostics and treatment recommendations still deliver excellent patient care experience. At the Cleveland Clinic, physicians participate in ‘shadowing’ exercises to experience a patient’s journey first-hand and combat dehumanization risks from reliance on technologies.

  • Financial Services: Banks training relationship managers on communication, critical thinking and change management saw higher client retention rates as digital and robo-advisory services expanded. JPMorgan Chase provides coaching to help advisors qualitatively understand client holistic needs and advise on complex financial plans that AI may miss.

  • Manufacturing: Factory operators at Anthropic upskill conversational ability and problem-solving through collaborative ‘tech talks’ between production and R&D functions. This fosters ownership of continuous improvement initiatives led by AI-driven predictive maintenance rather than fear of job losses.

  • Retail: Supermarket chains find that store associates proficient in active listening and product expertise deliver richer online shopping experiences and in-store customer service even as inventory management and targeted promotions are automated. Kroger offers badge recognition for ‘tech advocates’ assisting customers.

  • Hospitality: Hotels cultivate creativity, flexibility and cultural awareness in concierges so they remain uniquely valuable travel guides amidst the rise of AI personalized recommendations and digital check-ins/check-outs standardizing transactions. The Ritz-Carlton ensures staff feel empowered to deliver unscripted ‘wow’ moments to every guest.


These examples underline why industries must focus on nurturing soft skills that complement machine capabilities for organizations and workers to maximize returns from rising workplace AI adoption. Strategic soft skills investments unlock AI's full business benefits.


Conclusion


As AI continues transforming jobs, soft skills will grow in strategic significance. Research suggests automation will automate certain routine tasks but elevate human skills centered around problem-solving, complex communication and relationship building. Organizations must recognize this by cultivating soft skills among their workforce through job design emphasizing human-AI synergies, learning investments, collaborative culture and holistic performance management. Industry cases demonstrate how taking a strengths-based approach to skills development helps both businesses and individuals thrive in an ever more technology-augmented world of work. With AI complementing rather than replacing human talents, the future remains bright for employees and leaders who build on their soft skills.


References


 

Jonathan H. Westover, PhD is Chief Academic & Learning Officer (HCI Academy); Chair/Professor, Organizational Leadership (UVU); OD Consultant (Human Capital Innovations). Read Jonathan Westover's executive profile here.

Suggested Citation: Westover, J. H. (2024). How AI Use Will Increase the Value of Soft Skills at Work. Human Capital Leadership Review, 13(4). doi.org/10.70175/hclreview.2020.13.4.5

Human Capital Leadership Review

ISSN 2693-9452 (online)

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