Emotional Intelligence is More Important Than Ever in the Age of AI

As AI reshapes the workplace, emotional intelligence is emerging as a critical skill, enabling employees to navigate relationships, challenge AI-driven decisions, and stay competitive in an increasingly automated world.

While most of us accept that artificial intelligence isn’t going to take over the world just yet, there’s a growing recognition that businesses and their employees are going to have to adapt their skills pretty swiftly. According to the 2024 Global CEO Survey from consulting firm PwC, seven out of 10 CEOs believe that AI will significantly change the way their company creates, delivers and captures value over the next three years. On the plus side, 41% believe it will increase revenue. However, those in “AI-exposed” jobs (such as administration and customer service agents) have seen 27% lower job growth, and anticipate a 25% higher skills change rate than those who are not at risk.

In most cases, AI won’t replace entire jobs, but speed up or automate certain aspects of them, often freeing staff up to work on something more satisfying or of higher value. The emotionally intelligent, human side of work is something it is unlikely to be able to replicate, at least in the near future. AI’s power lies in being able to process vast amounts of data with speed and accuracy, but its limitations become apparent when it encounters the complexity of human behaviors. It’s also known for its fallibilities, sometimes producing false responses to prompts or biased outcomes because of the data it’s working on or the way it has been programmed.

I define emotional intelligence as self-awareness, which is a critical skill in this increasingly AI-driven world. Whatever level someone is working at, it’s important that they know how to read the room and adapt how they work with a colleague or client.[…]