Like people in many professions, I-O psychologists operate in a dynamic and increasingly digital world that displays many classic VUCA characteristics: volatility, uncertainty, complexity, and ambiguity. Our role often requires us to navigate and help others navigate challenging times. Currently, AI is one of the primary disruptive forces, impacting the workplace and our work in both encouraging and potentially deleterious ways.
Much is being written about the impact of AI, and I strongly encourage all I-O psychologists to become AI savvy, think about how AI impacts the workplace, and consider how to use it in constructive and productive ways. Although AI looms over us like an 800-pound gorilla, I’m not focusing on technology in this TIP column. Instead, I want to beat the drum about the human aspect of what we do.
The human element has always been central to our work, and I don’t think that will change. Some of our most powerful skills are interpersonal and social in nature. I predict these “human skills” will become increasingly essential differentiators for I-O psychologists in a highly digital world. Of course, the future will reveal whether my prediction ages well!
Four Key Human Skills for I-Os
Over the years, I’ve worked with some great I-O consultants, researchers, managers, and teachers. I’ve noticed that they consistently demonstrate four evidence-supported human skills.
- Asking good questions. I-Os hold advanced degrees. We possess deep knowledge of I-O-related theories, practices, and research findings. Sometimes that can lead us to believe we should offer quick answers and solutions, or even worse, to assume we are the “smartest person in the room.” But over the years, I’ve discovered that great work usually starts with asking thoughtful, relevant questions, rather than offering quick expert opinions.
We should all continue to work on our question-asking skills, including how to ask follow-up questions that help others unpack what they know. Although you may fear that you won’t be viewed as credible if you ask questions rather than provide answers, research shows that people who ask more questions are usually viewed more favorably. Although building your ability to craft AI prompts may be helpful, it’s particularly advantageous to be great at crafting human prompts!
- Listening deeply. Asking a good question is only helpful if we listen to the response attentively. Be honest, are you a great listener? Listening is a skill that can be developed if you focus on it.
Below are five common reasons why people don’t listen effectively. I challenge you to pick one you are prone to doing and see if you can avoid it for the rest of the day!
- Thinking ahead or about something else
- Already “knowing” the answer (just waiting for them to stop talking so you can talk!)
- Mentally preparing your response
- Projecting how you would feel rather than listening to how they feel
- Multitasking…and no, you’re not good at it!
- Conveying your understanding. One of the most powerful skills that great I-Os demonstrate is their ability and willingness to convey what they think they heard. Why is this so powerful?
When you take a moment to restate what you heard, you are sending the signal that you are listening and care about what the person says. That’s why waitpersons who paraphrase their customers’ orders have been shown to receive bigger tips! When you convey, you also give the person the chance to either
- Confirm you are right. If so, you’ll probably see them unknowingly unfold their arms, nod, and lean forward.
- Correct. This may feel uncomfortable, but it is a “win” because you averted making false assumptions about their perspective.
Research shows that people often care more about being understood than being right, so rarely will anything good happen until the other person thinks you “get it.” That’s why you need to convey.
- Making it easy for others to speak up. If your teammates, students, clients, or coworkers are reluctant to speak up in front of you, your work and decision making are likely to suffer. The research on psychological safety is compelling. Make it easy for others to speak up, for example
- Admit when you don’t know something or have made a mistake
- Focus more on what is right than who is right
- Thank people for sharing their point of view, particularly when you disagree with them
- When you agree with someone, state it out loud and not just in your head
If you want to be a great I-O consultant, practitioner, professor, or researcher, you need to continue to hone your I-O expertise, and you may also need to become AI savvy. But please don’t neglect your human skills, including the four described above.
- Professors: Create opportunities for students (and you!) to learn, practice, and build these skills.
- Students: Seek every chance to apply these skills and ask for feedback.
- Practitioners and researchers: Use these skills with your teammates and clients and monitor what leads to the best engagement and results.
Until next time…
Scott
