The world of work, and the service sector, are rapidly changing in an age of digitalization and pandemics. The world of work and service industry is changing rapidly in an era of digitalization, robotics and pandemics. Employees and workplaces have become more dispersed and virtual, while jobs and activities are becoming increasingly automated. This technology and transformation offers many benefits and opportunities, such as increased productivity, flexibility and performance. However, it’s important to keep in mind the importance of human interaction. We are still dealing with people and not machines. As humans, a 100 percent of our decisions are made emotionally. Then, hours, weeks, or months later, we justify these decisions using logical reasoning. Remember that people and their emotions are not separate.
Soft skills such as emotional intelligence, integrity and empathy are increasingly in demand by employees and leaders. These emotional and social skills are becoming a competitive differentiator. A Deloitte study from 2017 predicted that “soft skills-intensive occupations” would account for more than two-thirds (or 80%) of all jobs in 2030. Hiring employees with good soft skills could increase revenue by up to $90,000. Harvard Business Review’s 2016 Empathy Index also showed that empathy was “more important than ever” for a business to be successful. It correlates with growth, productivity and customer satisfaction.
