Gen Z workers are rediscovering interpersonal skills in the post-pandemic AI era—and the stakes couldn’t be higher



Richard Torrenzano, chief executive, The Torrenzano Group, helps organizations take control of how they are perceived. For nearly a decade, he was a member of the New York Stock Exchange Management (policy) and Executive (operations) Committees.

As technology advances at warp speed, a striking phenomenon is emerging: the undervaluation of in-person interactions and interpersonal skills, particularly among the tech-immersed young workforce, seduced by remote work options. This mindset is further exacerbated by several years of limited contact with family, friends, and co-workers due to the pandemic.

In this new era, dominated by artificial intelligence (AI) and excessive digital communication, virtual interactions reign supreme. This shift raises significant concerns, including the peril of over-reliance on or addiction to technology, diminished face-to-face engagement, decreased physical activity, and potential mental health repercussions.

Furthermore, technology contributes to concerns over privacy, information overload, and job displacement. The pace of technological advancement at ludicrous speed outstrips our ability to adapt, leading to social and ethical dilemmas that require sensible consideration and regulation.

In response to these challenges in the workplace, a hybrid work model balances technological advancements with crucial face-to-face interactions. Blending remote work with workplace presence boosts productivity and lets companies leverage technology while preserving the human touch that strengthens relationships and enhances collaboration.

The irreplaceable power of a human touch in a digital world

Nonverbal cues such as body language, subtle gestures, and vocal nuances are crucial aspects of human interaction and communication that cannot be fully captured through text and images.

Additionally, virtual platforms, while increasing accessibility and convenience, often miss subtle nuances of interpersonal communications. Despite these limitations, the internet remains crucial for the dissemination of information.

Yet, human interaction—at in-person conferences, networking events, meetings, or over a meal—fosters connections and builds trust that no algorithm can replicate.

Consider any life-changing advice that you’ve received from a close friend, relative, or mentor. It was undoubtedly delivered in person.

Empathy, the ability to understand and share the feelings of others, is what sets us apart as compassionate beings. It enables us to offer support and foster relationships built on trust and understanding.

Perhaps the pendulum needs to swing back to some degree. Physical contact is a key element in team-building. Watch baseball, football, or any team sport: Players support each other and strengthen their bonds by interacting with each other in high fives, hands clasping or shaking, fists bumping, pats on the head or back—and even hugs.

In professions where human interaction is paramount, such as healthcare and counseling, the importance of interpersonal skills cannot be overstated.

A doctor or nurse’s compassionate touch and demeanor can offer comfort, while a counselor’s empathetic listening, unlike the character Dr. Linda Freeman played by Jane Lynch in the TV sitcom Two and a Half Men can bring solace to those facing inner struggles.

Empathy remains a competitive advantage

In business leadership, interpersonal skills are essential for effective communication, teamwork, and collaboration. Leaders who excel in these skills can inspire and motivate, fostering a culture of trust and mutual respect.

As Microsoft CEO Satya Nadella has aptly noted, “Empathy makes you a better innovator.” Even before the pandemic, research in 2018 found that companies led by vicarious leaders outperformed competitors, underscoring that empathy is not just a soft skill but also a strategic advantage in today’s cutthroat environment.

The research highlighted that empathetic leadership correlates with higher employee satisfaction, increased innovation, and financial performance. In turn, this leads to lower turnover and higher productivity.

As we enter the AI era, it is essential to recognize the enduring importance of human touch and interpersonal skills. While technology has undoubtedly revolutionized the way we live and work, it cannot replace the warmth of a genuine smile or the power of empathetic connection.

Beyond the realm of algorithms and automation lies the essence of what it means to be human—to connect, to empathize, to lead, to communicate with one another. The challenges presented by AI and digital expansion are testaments to the enduring importance of human connection. Its timeless value reverberates through our lives, shaping individual well-being and the very fabric of society.

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