How Soft Skills Can Future-proof Your Business

It’s widely recognised that businesses with greater numbers of skilled staff have higher levels of innovation, productivity and profitability. But when considering the specific skills required to operate a successful business, many organisations focus on the hard skills required to make a product or deliver a service. They often neglect the soft skills that are a necessary complement to these hard skills. And do so at their peril.

For sure, it’s essential to employ staff who have the technical or practical competencies that people need to carry out a particular, often complex, task or activity. Think of expertise in carpentry, knowledge of accountancy or proficiency in IT.

These are the skills we acquire through education, training and practice. And they are essential for any business because they increase employee effectiveness, improve the efficiency of workplace processes, and have a direct impact on the bottom line.

But soft skills are just as important. Less tangible than practical skills, they can be harder to nail down. But can be defined as the behavioural, social and communication skills which are essential to modern-day life. Listening to others, getting along with our workmates and being adaptable in the face of change.

Always important, they have taken on a new significance in recent years, for two reasons. Automation and Artificial Intelligence (AI) are rapidly changing the nature of work in manufacturing, distribution, retail and other sectors. Transforming how businesses are structured, how they operate and how they communicate with their customers.

This is creating the need for a better-skilled, more rounded workforce capable of performing the complex tasks that robots and AI can’t perform. Often with less supervision and greater autonomy than was the case in more traditional, hierarchical workplaces.  

Meanwhile, the Covid-19 pandemic has resulted in a lot of home or remote working. This has forced businesses to take a close look at how they operate.  Suddenly, soft skills are more important than ever. But what are they, exactly?

Let’s take a closer look…

The term ‘soft skill’ encompasses a broad range of proficiencies. What unites them is that they are all, to some extent, personality-driven; are social rather than technical skills; and revolve around interpersonal effectiveness, resilience and work ethic.

Interestingly, there is no one way to learn a particular soft skill. Different people learn them differently, depending on their personality type, their willingness to work with others and their approach to learning.

Let’s drill down into a bit more detail and look at some of the commonly required soft skills.   

1. Communication skills

Good communication skills are essential in many jobs. And can mean the difference between the success or failure of a business. They help staff deal effectively with clients, customers and suppliers, communicate well with team members, and handle difficult situations in the workplace. It’s an art rather than a craft. And requires the recognition that good communication is a two-way process.

It means having the ability to express yourself clearly and appropriately, both verbally and in writing, listen actively, and understand nonverbal communication.

With so much communication now undertaken through phone calls, emails, video-conferencing or collaborative work platforms, employees need to be able to handle different channels effectively, in addition to dealing with people face-to-face. As well as navigate the different personal communication styles usually encountered in the workplace.

2. Collaboration

Collaboration in the workplace is crucial in many fields. The ability to cooperate with others and build relationships making a significant difference to the operational effectiveness of an organisation.

Whether working in the hospitality business or on a complex construction project, the benefits of effective teamwork cannot be overstated. Listening to other members of a team. Playing to people’s strengths. Sharing responsibility. And working towards shared goals and effective outcomes.

 3. Adaptability

As Ancient Greek philosopher, Heraclitus said, ‘The only constant in life is change.’ Fast forward to the 21st-century and change is a major factor in the workplace as a result of technological developments and new ways of working. Fuelled, of course, over the last 20 months by the impact of the pandemic.

The ability to manage uncertainty, show resilience under pressure and adapt behaviour to new situations is critical for many businesses. This requires people who can spot changes looming on the horizon, shift gears quickly and embrace innovation.  

It also requires staff who are self-motivated, who can take the initiative when required, and need less oversight when managing change.

4. Creative problem-solving

The Oxford English Dictionary gives the primary definition of ‘problem’ as: ‘A difficult or puzzling question posed for solution.’ We’ve all encountered them in the workplace. A business goal that has hit a seemingly immovable barrier. A minor issue that suddenly becomes a major problem. Or an unexpected development that threatens to derail a project or activity.

Problem-solving means overcoming the challenge in the most effective way possible. But this needs staff who can think logically and creatively to develop the right solutions.

Problem-solving brings together a number of soft skills, including analytical, communication and teamworking skills. It also means looking for solutions rather than trying to identify scapegoats. And requires open-mindedness. Being able to get to the root of a problem and look at things from different perspectives. Accompanied by a willingness to consider alternative ways of doing things.

5. Emotional intelligence

Emotional Intelligence (EI) is the ability to perceive and process both your emotions and the emotions of others. It’s a relatively new concept but offers a really useful way of understanding how professional and workplace relationships operate. 

EI helps us manage our emotions, understand how other people are feeling and shape our relationships with co-workers in more positive ways. It provides opportunities to improve self-awareness, reframe difficult situations with other workers and develop better teamworking. Crucially, it plays an important role in effective leadership, helping build trust and improve employees’ ability to respond positively to change.

Unsurprisingly, the ability to behave with empathy in difficult situations has taken on new meaning in recent times. And has helped both employers and employees deal with the stress, anxiety and other challenges generated by the pandemic.  

An emotionally intelligent workforce provides businesses with a clear competitive advantage, increasing both productivity and revenue.

6. Leadership

Traditional management and leadership styles were generally viewed through the prism of exercising authority to get things done. A ‘command and control’ approach was the norm. But different theories of leadership have emerged over the years, which emphasise the benefits of a more collaborative style designed to promote employee engagement.

In other words, in addition to the hard leadership skills that revolve around strategic thinking, planning and decision making, there is growing recognition of the important role played by soft skills in successful leadership. This includes the various skills described above. But can be extended to encompass influencing, motivating and inspiring people; building strong teams which match diverse psychological types and skillsets with work or project objectives; managing failure as well as celebrating success; and adapting management styles to meet different workplace demands or contexts.   

Ultimately, a well-rounded leadership style – which includes a comprehensive suite of soft skills –helps you develop a strong organisational culture, get the best out of your team and drive your business forward.

How do soft skills benefit your bottom line?

Soft skills cannot be replicated by machines, and I hope I’ve demonstrated their growing value in the modern workplace. They improve employee loyalty and retention. They improve internal communications, workplace relationships and problem-solving. They improve productivity, innovation and growth. And they help you provide a better service to your customers.

In a highly competitive market, businesses need to stand out from the crowd. They have a much better chance of doing this when their staff show human qualities. Employees who have a good understanding of soft skills, including communication, empathy and adaptability, will help your business thrive.

Drop me a line if you would like to learn how I can help future-proof your business as the nature of work continues to evolve. And empower your staff by equipping them with the soft skills they need to undertake their roles as part of your employee training and development programmes.