In today’s modern, digitized workplace, technical skills are no longer enough. While expertise is important, employers are increasingly recognizing the power of human skills to truly drive innovation, foster strong teams, and ultimately lead to a more fulfilling and productive work environment.
“We are seeing firsthand how human skills like communication, adaptability, and emotional intelligence are critical for our team members to excel in their roles and deliver exceptional work,” says Anne Muñoz, Country Vice President at TELUS Digital Philippines, a leading AI-powered customer experience and business process solutions provider. “These are crucial for building high-performing teams and navigating today’s complex business landscape.”
The global shift towards human skills
The World Economic Forum predicts a major shift in workplace skills in the coming years. While analytical thinking and tech savviness continue to remain crucial, it’s “human” skills and socio-emotional attitudes that are poised to take center stage. In fact, 10 out of the 16 crucial proficiencies of the 21st century are identified as non-technical.
Echoing this sentiment, Saviom, a global workforce planning solutions provider, highlights contextualized intelligence, cognitive flexibility, and social and emotional intelligence as the top must-have human skills for the future. At TELUS Digital, these insights are put into practice through dedicated programs and development strategies.
By 2030, AI is expected to enhance the accessibility of information, making it easier for people to find and use what they need. Information will be even more accessible thanks to AI. However, it’s highly likely that machines will still fall short in areas requiring intuition, judgment, and empathy. Contextualized intelligence (CI), or the ability to synthesize information, apply judgment, and navigate complex situations with empathy, will be crucial.
“At TELUS Digital Philippines, CI is embedded in our approach to leadership development,” explains Muñoz. “For instance, while AI can streamline recruitment processes, TELUS Digital Philippines’ talent acquisition professionals, trained in CI, are still essential for assessing candidates’ cultural fit and leadership potential, ensuring alignment with organizational values and goals.”
The ability to adapt quickly and seamlessly to new information, shifting priorities, and unexpected challenges will become increasingly valuable. Cognitive flexibility, or “task switching,” is vital for thriving in dynamic environments.
“TELUS Digital Philippines emphasizes this skill through leadership programs, which prepare team members to navigate the fast-paced changes and uncertainties of modern workplaces,” adds Muñoz. “Agile project management at TELUS Digital Philippines, for example, highlights the importance of adaptability and problem-solving in managing shifting project requirements and ambiguity.”
To help team members build resilience and flexibility, TELUS Digital regularly offers courses focused on navigating and driving change through effective leadership. These programs are designed to equip employees with the skills needed to adapt to evolving workplace demands and to lead confidently.
As work environments get more hybrid and agile, the ability to connect on a human level becomes more important than ever. Professionals with strong social and emotional intelligence excel at building trust, fostering open communication, and understanding diverse perspectives – key qualities for creating high-performing, inclusive teams where everyone feels valued and heard.
“TELUS Digital Philippines’ robust learning ecosystem supports this, with modules focused on human skills like cross-cultural communication and emotional intelligence, designed to enhance these essential interpersonal skills,” Muñoz adds.
Cultivating human skills for effective leadership
TELUS Digital’s commitment to human skills development is evident in each of its comprehensive leadership programs, including the standout Explore program. With an 80% certification rate and 57% of participants advancing into leadership roles, Explore exemplifies TELUS Digital’s dedication to integrating technical expertise with the crucial human skills needed for individual and team success.
This dedication resonates deeply with the team members. Internal surveys consistently reveal high satisfaction with TELUS Digital’s learning opportunities, with internal surveys showing career and development satisfaction scores consistently exceeding 90% from 2019 through to 2023. This success stems from a multi-faceted approach. TELUS Digital’s learning management system offers dedicated modules on attention management, delegation skills, cross-cultural communication, critical thinking, and delivering constructive criticism, ensuring that human skills are integrated into every facet of professional growth.
Furthermore, programs like Leadership 101 equip current and aspiring leaders with the skills needed to build high-performing teams and thrive in a globalized workplace. TELUS Digital’s emphasis on accountability and performance measurement is key to developing effective leaders at all levels.
“Investing in our team members’ development, especially in terms of human skills, is not just the right thing to do; it’s the smart thing to do,” says Muñoz.
As the lines between the technical and the human blur in the modern workplace, one thing remains clear—human skills are the new power skills. At TELUS Digital Philippines, they are not just embraced, they are actively cultivated, shaping a future where empathy, collaboration, and human connection drive success for both individuals and the organization.
