The technological revolution and popularisation of AI and Large Language Models has dramatically reshaped the way we operate our workplaces, giving us a glimpse into how tasks can be streamlined and automated, but most importantly, how AI can help people and businesses fulfil their creative and professional potential. Within the realm of workplace communication, the focus is not on replacing traditional methods but on refining the way we connect, collaborate, and integrate within our organisations.

This blog explores the core concept of human-centric workplace communication, emphasising the transformative role communicators play as educators, collaborators, and integrators in an era dominated by AI.

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What is human-centric workplace communication?

At its core, human-centric communication is a philosophy that places people at the heart of communication processes within organisations. It recognises the irreplaceable value of uniquely human qualities such as empathy, intuition, and a nuanced understanding of context and subtext. Its main goal is to make communication within teams focused on the needs, preferences, and capabilities of people. This helps to make communication more natural, user-friendly, and tailored to connect with individuals on a personal level, acknowledging the diverse communication styles and perspectives, especially when communicating virtually.

As Internal Communicators, our role is often in balancing these human needs with the commercial interests of the business. Whilst for many this balance may appear a complex one, in reality human-centric communication almost always supports overall business goals. This is because even in our tech-driven world, businesses are still made up of people selling to other people. It’s never really “B2B” or “B2C”; it’s always “P2P”. 

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Keeping people at the core

At the heart of AI-driven workplaces, where many tasks are automated, the essence of organisations lies in its people. People make up the values, culture, and everyday operations at these establishments. The future of work requires us to keep up with technological advances while remaining focused on our business goals, so, when we sacrifice human connection, we sacrifice teamwork, productivity, and flow. The goal of integrating and utilising technology, including AI, into communication processes is to elevate the overall human experience. 

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AI as a collaborative partner in communications

For communicators, authentic human connections are fundamental to building trust, understanding, and loyalty with internal and external stakeholders. While AI can facilitate communication, it’s the human touch that brings emotion, empathy, and cultural understanding to interactions, making them more meaningful. Rather than isolating individuals, technology like AI should provide pathways for enhanced and enriched human interactions, encouraging relationships that are both personal and professional. 

Using AI to make communication more engaging, accessible, and relevant should be at the forefront, for example, using AI driven language translation or accessibility features to promote inclusivity in communication. Slack, for example, introduced AI features like AI-powered search, channel recaps, and smart suggestions, which can improve the efficiency of communication without detracting from its human centre.

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Upskilling for the future in communications

In this rapidly evolving world of work, continuous learning and development is a necessity. Communications professionals serve as collaborators, educators, and integrators in this process. Learning how to use these tools, apply them in their work, and support others to do the same, is becoming a core facet of internal communication. 

Digital literacy skills, understanding emerging technologies, and a focus on maintaining a balance between technology and human connection become key components of successful upskilling programs. Organisations mastering this balance develop internal communication strategies that are not only technologically advanced but also resonate deeply with people. 

In the age of AI, focusing on human-centric workplace communications is imperative. Narrowing our lens to the core of workplace interactions shows the importance of the symbiotic relationship between internal communication, and learning and development. As AI becomes an essential part of our professional landscape, the ability to integrate it into daily responsibilities through targeted training programs ensures that it enhances, rather than replaces, human roles and interactions.