The Human Touch: Why Soft Skills Matter More Than Ever

Where were you when the Pandemic hit? Psychologists continue adding to the list of ramifications from this singular event and we will not likely know the full effects in our lifetime.

What we do know, however, is that people lost their jobs, companies went under and for a couple of years at least, most of us had to figure out how to keep our jobs when we were being told we had to stay home until further notice. Not everyone wanted their old job back, and not every employer wanted their employees back, either.

As a matter of fact, this microcosm of those seeking new and different occupation options and those not sure what they wanted to do next, brings me to the reason I wanted to share this trip down memory lane with you: We seem to be looking at similar circumstances in 2025 and beyond.

Prior to the Pandemic, I was already writing what would become the basis for my book. I was re-discovering just how much I still needed to learn about the benefits of incorporating a smarter approach: Build a self-perpetuating list of referral partners who would support me no matter what I do for a living.

The academic world typically refers to such a mindset and study as Soft Skills. In my book, I call it “conscientiously connecting,” but whatever you want to call it, there is a tremendous need for the world to wake up to this. My associates kept telling me to write the book on it, so I did, and I can tell you that getting good at Soft Skills will carry you further, no matter where you work.

There are Hard Skills, too, like Accounting and Engineering. Soft Skills have to do with effectively communicating, connecting and collaborating with others. (Yes, you really can accomplish more with honey than a hammer.) Once I truly started to examine all there is to adopting Soft Skills, my next step was to research who teaches this stuff; what colleges and universities include Soft Skills in their curriculums and do any devote a full semester or more to the subject? The answer? Very few.

Chat/GPT gave me the top 20 colleges that are somewhat involved in teaching Soft Skills. Only half are in the USA. Those that are involved in teaching Soft Skills at all are mostly bringing in consultants to speak in classrooms for a day or do Corporate Workshops, which I have been involved in since my book was published.

Why are we not dedicating ourselves to teaching these skills more broadly? College professors blame an already packed curriculum despite an obvious need.

Then, there’s the fundamental fact that few people can read my book (or anyone else’s) and apply everything the next day. Old bad habits need to be identified before they can be replaced. A better mindset and toolbox of improved ways of communicating, connecting and collaborating are vital. In fact, the coaching I do on this subject requires at least six group sessions before moving on or continuing. We stagger the sessions so that there are a couple of weeks in-between so students can try out their new skills, handle the unexpected, report their experiences to me and then go continue to work on improvement. How important is all this, you ask? Kelly Dore and Dr. Brigham Willis from Acuity Insights (www/Acuityinsights.com) wrote an article that stopped me in my tracks. Dore and Willis explored this question: “What skills do students need in the workplace?” They reported that “many schools are falling short in crucial Soft Skills, such as communicating, critical thinking and collaboration. In fact, nearly three-quarters of employers struggle to find graduates with the Soft Skills their organizations need.” Another entry said that “nearly 9 out of 10 employers consider Soft Skills more crucial than technical abilities.”

Best-seller Simon Sinek tells employers, “Hire for Enthusiasm. You can always train them later.” To that, I would add: “Promote continual improvement in Soft Skills across the board and never dismiss anyone as not having value; you don’t know who they know.”

Recently, the Financial Times reported that few colleges and universities around the world incorporate Soft Skills into their curriculum, even though they recognize that it takes more than Hard Skills to consistently bring in good business. There are some hold-outs, of course; one VP of Sales was overheard saying, “We aren’t getting skilled applicants, but those that apply sure are nice people.” I suspect that particular VP is still holding out for applicants with Hard Skills, even though those “nice people” are trainable in Hard Skills and they bring with them connections, opportunities and other talents yet to be discovered, let alone encouraged.

In today’s evolving workplace, the necessity to develop Soft Skills is underscored by the contrasting expectations of result-oriented versus relationship-oriented employers. Result-oriented employers prioritize efficiency, productivity and measurable outcomes, often valuing employees who can deliver under pressure and meet tight deadlines.

In contrast, relationship-oriented employers emphasize collaboration, communication, connection and team cohesion, placing a premium on interpersonal skills and emotional intelligence.

Navigating these different expectations requires a well-rounded set of Soft Skills, such as adaptability, empathy and effective communication. As employers increasingly seek professionals who can thrive in both high-performance and collaborative environments, Soft Skills have become essential for career longevity and success.

People want to do business with people they know, like and trust; something of a cliché but nonetheless more critically valuable than ever. They want everyone to work as a team. They want to know they can count on each other, and they are starting to recognize the importance of empowering their people to make decisions, even if they are wrong, without fear of being reprimanded, or worse, losing their job. Those who can loosen the reins a little tell us it is helping the whole company become more cohesive.

Is artificial intelligence going to replace empathetic listening, forethought, understanding someone’s strengths and where they need some help? Hardly. As a matter of fact, many employers are coming to understand that AI cannot create camaraderie without permission, but individual workers who can figure out how to gain the most productivity, creativity and support from the people who report to them are always going to be more effective as leaders.

Below are just a few examples of Soft Skills and why they are of critical value to any organization. It takes practice to make this mindset yours, but once you adopt and adapt, and then practice, you’ll use Soft Skills to your benefit for the rest of your career and life. Give yourself permission to learn; then, give your employees permission to follow suit.

When employers and employees understand how important it is for them to learn and practice becoming good at Soft Skills, everyone wins, even those who still think the only way to improve productivity is with a hammer.