Why did I name my company Verbal Transactions? Think about it. Any time we speak to someone there is a transaction taking place. Asking your child to take the trash out has a value to it. You want to teach them responsibility and you need to get the garbage out of the house.
When speaking to a customer, you’re providing value to the relationship and the customer is expecting something in return – a transaction.
Recently Peter Cardon, the Bennis Chair in Teaching Excellence at the USC Marshall School of Business published an article in Fast Company to explain that with the increased use of AI, employers are placing more value on soft skills than ever before.
He states “72% of frequent AI users reported that oral communication will become more important, while 50% said that written communication will decrease in value as AI becomes better able to write in a convincingly human way.”
With the threats that AI brings into our lives and workplaces, the values of integrity, compassion, empathy etc. will rise higher in value to help protect us against deep fakes and hallucinations.
We’re seeing more and more employers wanting to provide soft-skill training to employees. One reason may be that the younger employee’s ability to harness their soft skills were stunted during COVID-19.
Just recently I was speaking to a manager in a call center who was stunned at how casual and non-professional some of their younger employee’s chat conversations were with customers.
By using a conversation simulator like our ACES software, we can provide a realistic and scalable way for employers to practice relevant co-worker or customer conversations and put into context why they should steer the conversation in one direction or the other.