With AI set to further revolutionise the business world and beyond in 2025, soft skills could be your superpower. Andy Cullwick, director of marketing at First4Lawyers, explains why.
You’ve heard of AI but how’s your EQ? That’s emotional quotient or intelligence for the uninitiated, and as technological advancements continue apace it’s becoming an increasingly important skill to have.
Large language models are constantly learning, but they cannot yet replicate the ‘soft skills’ employers crave and which, according to a report by global management consultants McKinsey, are more in demand than ever.
2025 is tipped as the year when we will all be expected to become fluent in AI, but don’t underestimate the power of people skills and the importance of developing them in your organisation.
Communication
The rise of remote working has made communication and interpersonal skills in the modern workplace more valuable than ever.
Keeping colleagues connected and building rapport is crucial to creating a positive work environment and especially when they are not physically sharing an office.
AI is increasingly used to carry out more repetitive and administrative tasks, such as processing and analysing large amounts of data, but I am not sure technology will ever be able to replace the human touch when it comes to engaging with and motivating those around you.
Leadership
Soft skills are essential to effective leadership, where often the emphasis is placed on more measurable metrics such as decision-making making and meeting targets.
Whilst these are valuable attributes, good leadership also requires people who are good communicators and able to influence, inspire and adapt quickly to changing priorities.
Given the government’s recently announced plans to ‘unleash AI’ across the UK, these skills are particularly important in business today where leaders must not only embrace tech but mobilise their workforce to do the same.
Customer service
Professional services marketing is all about selling yourself to potential clients and nurturing existing relationships. Study after study tells us the soft stuff matters.
Customers want speed, convenience and competitive pricing but they also want to feel heard, understood and valued as more than just a number on your balance sheet.
As a report– ‘The forces of customer experience’ – by data company IPSOS puts it: “When a customer is emotionally attached, they are far more likely to express a preference towards the brand, much more likely to recommend the brand, and significantly more likely to stay with the brand in future.”
Developing your soft skills
The importance of soft skills should be front of mind when recruiting, but employers also shouldn’t overlook the development of their existing workforce.
There are, of course, various tools and training courses designed to upskill people in these areas, but for me there’s no substitute to practical learning on the job.
Pairing people with a more senior colleague to shadow and/or be mentored by can help hone their skills and improve their confidence. Role play is also a useful tool in demonstrating how to appropriately deal with different situations that may arise.
Experts predict that AI won’t replace humans, but people who don’t use it will be replaced by people who do, and people in the best position will be those who have the soft skills to match.
Andy Cullwick has worked in marketing for more than 25 years, the last decade of which has been working for First4Lawyers. The UK’s largest independent legal marketing collective, which matches potential claimants with specialist lawyers and is seven-time winner at the Personal Injury Awards, is based in Huddersfield, West Yorkshire.