Whether we like it or not, the use of Artificial Intelligence (AI) is unavoidable in business. AI is a powerful tool, yet it has brought with it a myriad of concerns and challenges that cannot be ignored. AI’s integration into our everyday lives is already multifaceted, touching virtually every aspect of our daily routines. For example, in banking and finance, security and surveillance, social media and communication, and the health and medical sector.
On one hand, the implementation of AI in the workplace helps to automate and streamline workflow, which can significantly enhance productivity. Companies that leverage AI are empowered to make informed, data-driven decisions, reduce operational costs and free their workers to focus on more strategic work.
On the other hand, AI has drawbacks. The most prevalent of these is that AI-enhanced automation is already leading to widespread employee displacement. Here are 4 people-related concerns around the utilisation of AI:
- AI lacks human judgement
AI struggles to perform tasks requiring creative problem-solving or complex decision-making -that involve nuanced human judgement. - AI lacks empathy
AI’s decisions and reactions are based on data patterns and algorithms – it cannot relate to human experiences. Thus, variables such as cultural norms and past experiences are extremely difficult to encode into data-driven software systems, making AI less reliable in contexts requiring deep empathy or moral discernment. - AI can have inherent biases
AI systems are not immune to intrinsic societal biases based on data they are trained on. Concerns about bias and discrimination in AI algorithms have been raised, as these systems can inadvertently support and perpetrate prevailing biases. - Ethical concerns
There are valid questions around the use of AI in sensitive areas like employee monitoring, privacy violations, and the potential for misuse in a business setting.
AI’s psychological impact on workers
The introduction of AI in the workplace can have a negative psychological effect on workers. The fear of job loss, insecurity about the future, and diminished human interaction can lead to increased stress and anxiety. In addition, the perceived devaluation of certain jobs that are easily automated, and the emphasis on how desirable AI automation is, can erode workers’ sense of purpose and job satisfaction.
AI’s impact on deskilling employees
AI automation can “dumb down” certain jobs by removing the need for complex cognitive skills and replacing them with simpler, more repetitive tasks. Essentially, this reduces the level of required expertise for that role, which can be seen as a form of deskilling. In support of this reality, Microsoft Research recently published a research paper on the impact of generative AI on critical thinking, which shows an erosion of critical-thinking skills among workers using generative AI tools such as ChatGPT. Plus, it showed that the more the user trusted the AI tool, the less likely they were to check the facts and quality of its output.
Can AI tools be used to teach employees to become more emotionally intelligent?
To expand on this question, can AI help humans do better at complex strategic tasks by helping us improve our emotional intelligence, including soft skills like interpersonal communication?
According to an article published in Harvard Business Review the answer is, “Yes.” Beyond customer and workplace applications, AI is already helping humans refine their soft skills. For example, the article explores the role of AI in enhancing sales team communications skills, citing numerous examples of corporations who already utilise AI to develop these skills in their sales staff.
AI-enhanced software can teach soft skills by employing features such as simulated scenarios, personalised feedback, and natural language processing to create interactive environments where users can practice repeatedly to develop essential soft skills like communication, teamwork, and problem-solving in a safe, controlled setting. This allows them to receive instant, confidential feedback and improve their abilities over time.
Here are 5 examples as to how AI can be used to teach soft skills:
- Virtual reality simulations
Realistic scenarios can be programmed where users can practice interacting with virtual characters and responding to different situations. They can also receive feedback on their communication style and body language. - Adaptive learning
Training content can be tailored on an ongoing basis based on an individual’s strengths and weaknesses, providing personalised learning paths to focus on specific areas that need improvement. - Chatbot interactions
Employees can practice “live” by engaging in conversations with AI-enhanced chatbots to practice active listening, conflict resolution, and customer service skills. - Enhanced feedback:
User responses during simulations or exercises can yield detailed feedback on areas that may need improvement like tone of voice, clarity of communication, and emotional expression. - Scenario-based learning:
Scenario-based learning presents users with realistic work scenarios that require them to apply soft skills to navigate complex situations.
It is interesting to note that employees with high emotional intelligence have been found to perform better when working with AI tools than those with lower EI – because they are more resilient and better equipped to understand and manage the changes brought by automation. Emotionally intelligent workers are more skilled at navigating potential anxieties around AI and leveraging its capabilities effectively while maintaining human connection and exercising good judgment. This makes them more adaptable in an AI-driven workplace. In which case, it could be argued that rather than striving to acclimatise employees to the use of AI, it is more productive for employers to actively develop their employees’ emotional intelligence.
Over to you for sharing your comments and experiences.
About the Author: Kerstin Jatho
Kerstin is the senior transformational coach and team development facilitator for 4Seeds Consulting. She is also the author of Growing Butterfly Wings, a book on applying positive psychology principles during a lengthy recovery. Her passion is to develop people-centred organisations where people thrive and achieve their potential in the workplace. You can find Kerstin on LinkedIn, Soundcloud, YouTube and Facebook.
