Automation and authenticity

It’s not hard to sit on either side of the fence when it comes to workforce automation. Employees are concerned about loss of jobs. Customers are concerned that shopping or personalised services will become dehumanised... "beige" if you like. The upside for business leaders is that automation can make operations safer, more effective and cheaper.

But delivering this level of change needs major focus and effort from leaders. It’s a big ask transitioning out long serving and loyal employees when automation eventuates. Leaders need to "keep it real" and recognise the people aspects and impacts. They need to use the right skills to ensure that their tech changes stick and their personal and business reputation is untarnished.

I am asking leaders how they will preserve the service differentiators that employees bring to services or business when they are automated: the smile, grace, emotion... not to mention imagination.

No good can come of an automated, depersonalised service if our customers rely on real-life, face to face or human contact. Which they do.

I have seen firsthand both sides of automation. One thing really stands out: winner or loser we are all on a tech change journey, whether we like it or not.

The leadership and implementation of automation in many businesses needs a clear future story explained to shareholders and others in an authentic way that uses both logic (business case) and emotion (engagement).

The irony of automation is that a major driver for change is the removal of human elements in key business processes. But human elements are a critical part of the leadership recipe for automation to succeed. I am talking about the need for leaders to keep it real (authentic) with consideration for employee insight or wellbeing and empathy for concerned customers etc.

Improving leadership face to face communication is critical for leaders. It is widely recognised that articulating your story with authenticity and emotional intelligence is perhaps the number one skill for leaders. This needs us to be compassionate to ensure, if nothing else, that employees create optimum conditions for automation. Humanising our leadership approach significantly helps leaders protect business and personal reputation. Acting with authenticity enables a smoother transition to the future with both personal and business reputations intact.

No good can come of depersonalised leadership either. Staying connected to your audience is a critical driver of success no matter how aggressive your change plans are. If leaders themselves become beige (lack connection) then surely they too can be automated?

So what are you doing as a leader to ensure a real connection through your face to face communication? How will you take employees and customers on an authentic journey to ensure you deliver change sustainably with your reputation upheld?

Learn how you can improve your leadership communication capability and humanise your approach at www.commscoach.org #thecommscoach