There’s no doubt that AI is transforming how we work. We now have tools that can summarise data in seconds, draft content in minutes, and automate repetitive tasks that used to take days. For internal communicators, AI can be an incredible support. Need a first version of a briefing? AI can help. Want a quick summary of a 50-page report? AI can do that too.
But as powerful as these tools are, they don’t replace the essence of our work. Internal communication is about people, and it's about how we build trust, shape cultures, influence behaviours and navigate tough conversations. That requires something no algorithm can replicate: human skills.
These human skills (also known as soft skills) sometimes get dismissed as “nice to have”. Yet as technology becomes more capable, it’s our interpersonal abilities that will become non-negotiable. Because when everything can be automated, the differentiator is how we show up as humans.
Technical skills may get you into the room, but it's the human skills that will determine whether people want to work with you once you’re there.
And this matters even more in internal communications, where we operate at the intersection of strategy and emotion. Our role is to translate complex business decisions into meaningful stories that build connections and help people be their best selves at work. We are brilliant at reading the room, we spot tension before it escalates, and we act as the bridge between leadership and employees. That requires confidence, emotional intelligence and the ability to adapt to different personalities and perspectives.
An AI tool can write a message, but it cannot sense how that message will be received by frontline colleagues who may not trust senior leadership. It can't understand cultural nuance or spot that the timing of an announcement is poor because morale is already low. That awareness comes from human connection.
Future-proofing careers
The World Economic Forum’s Future of Jobs report consistently highlights human skills as the most in-demand capabilities. Three things explain why.
Firstly, automation is increasing. Tasks that are predictable, repetitive or purely transactional will be done by machines. Creativity, critical thinking, influencing and empathy is our responsibility.
Secondly, organisations need people who can lead through ambiguity. AI does not reduce complexity; in fact, it accelerates it. People who can guide others through change become indispensable.
Thirdly, competitive advantage is shifting from information to interpretation. When everyone has access to the same tools, value lies in the ability to apply judgement, make sense of data and move people to action.
For internal communicators who develop strong human skills, the future is full of opportunity. They become trusted advisors, not just content creators. And they earn a seat at the leadership table because they are seen as strategic partners, shaping culture and influencing organisational success.
Build your own skills
Human skills can be developed by anyone. Start by becoming more aware of how you show up at work. Ask yourself; do I listen to reply, or listen to understand? Do I tailor my communication to the person in front of me? Do I take time to reflect on how my actions affect others?
Then stretch your skills through intentional habits. For instance, ask colleagues how your communication is received because you can’t improve what you can’t see, and volunteer for cross-functional projects as it will expand your perspective and improve relationship-building.
Alongside this, when responding to challenges, pause and consider: “What might be true for this person that I can’t see?”. Noticing how different cultures communicate, influence and make decisions will also assist this.
These habits strengthen emotional intelligence and build confidence. Over time, they shift you from being reactive to proactive and from task-focused to strategically influential.
Invest in people
If organisations want to attract and retain great people, they must create environments that prioritise communication and human connection.
This means offering coaching and mentoring that develop self-awareness and confidence, and creating learning programmes that focus on emotional intelligence, storytelling, change communication and influencing skills. It’s also essential to build an environment where feedback flows freely, not just once a year.
One of the best investments employers can make is helping leaders and communicators build confidence in their interpersonal abilities. Because when leaders communicate with clarity and warmth, people generally feel trusted. When internal communication professionals bring empathy and curiosity, they create belonging. And when teams feel connected, performance improves overall.
Humanity is the differentiator
Ultimately, the future belongs to those who can combine technical capability with emotional intelligence.
AI can write the message, process data and answer questions, but it's the humans behind AI that give meaning, interpret information and build trust.
As communication professionals, we are in the business of people. Our greatest advantage is not the technology we use, but the empathy, curiosity, and confidence we bring into every room and conversation. Invest in your human skills, as they are not just career enhancers but will set you up for future success.
Advita Patel is the president of the Chartered Institute of Public Relations.