AI’s Impact on Workplace Communication

As artificial intelligence becomes more prevalent in business environments, there’s a risk that companies might overlook a crucial skill set: the ability to effectively communicate and connect with people. This includes listening, disagreeing respectfully, and cultivating relationships—skills that are essential for closing deals and winning clients.

Pamela Eyring, who heads the Protocol School of Washington, shared her insights about this issue, noting that employers increasingly seek workers adept at using AI while still retaining strong interpersonal skills. She emphasizes the importance of what she calls “power skills,” which are fundamental for success in business.

Eyring explains that while AI platforms can streamline processes and provide quick answers, they can lead to a reliance on technology over human interaction. She warns that this shift might diminish essential people skills and disrupt relationship-building. In her words, “It doesn’t push back. It’s flattering, saying, ‘Great idea, let’s go with that.’ But sometimes, those ideas may not be the best. I’m concerned we’ll lose our people skills, along with valuable relationships.”

Despite the growing expectation for employees to be proficient with these technologies, Eyring argues that simply being tech-savvy doesn’t prepare someone for more nuanced tasks like negotiating or developing client relationships. Companies want employees who not only grasp AI but can also handle high-stakes deals.

Interestingly, Eyring recounts instances where job applicants overly relied on AI to create their resumes, resulting in awkward omissions, like leftover template instructions. Such stories illustrate how heavy dependence on technology can lead to less personal, and often less effective, communication.

The consequences of this overreliance extend beyond just awkward job applications. Eyring emphasizes that businesses could face significant risks if they automate too aggressively at the expense of human interaction. She doesn’t shy away from answer when asked if companies could experience financial repercussions; “Yes, it’s dangerous,” she asserts. “If firms neglect the human element, they risk losing clients and ultimately, revenue.”

She explains that customers can become frustrated if they can’t interact with a person who understands their needs. Eyring believes that businesses must strike a balance between leveraging AI and nurturing the human relationships that are vital for customer loyalty and trust.

While some might point fingers at AI for the perceived decline in communication skills, Eyring suggests that workplace culture had already started shifting to a more casual tone even before the pandemic. Remote work has only exacerbated this issue, reducing opportunities for informal interactions that often facilitate mentorship and collaboration. “I’m not sure where we’re at, but it’s not pretty,” she reflects.

Eyring also acknowledges that younger generations might seem to lack social skills, but she believes they haven’t had the same chances to learn those skills through close observation and informal coaching as older employees have. Many are genuinely eager to learn, as she has witnessed firsthand while teaching professional skills. Employers, too, play a part; it’s important that companies clearly outline workplace expectations during training, rather than assuming new hires already understand them.

Ultimately, Eyring asserts that businesses don’t need to choose between embracing AI and fostering the human relationships that build trust. “Don’t let artificial intelligence replace our social intelligence,” she advises. “The best investment is in your people.”