What Are Soft Skills and Why Are They Important in Business?
In an era where artificial intelligence and automation are reshaping the workforce, the value of uniquely human capabilities is surging.
Businesses today aren’t just seeking technical expertise—they’re prioritizing soft skills: the interpersonal and emotionally intelligent abilities that foster collaboration, leadership, and adaptability.
But what exactly are soft skills, and why are they critical to business success?
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Babson thought leaders in business management Jessica Burkland, Michele Brown Kerrigan, Keith Rollag, and Lucy Turner discussed what these abilities entail and why they’ve become vital in the workplace.
Defining Soft Skills: The Art of Human Connection
Unlike hard skills, which are technical and measurable, soft skills are the personal attributes that influence how we work with others.
“Soft skills are key interpersonal skills—how we interact with one another, the impact we have on people, and our ability to recognize and manage ourselves,” said Kerrigan, an associate professor of practice in management.
Soft skills encompass a variety of attributes, including:
- Emotional intelligence: This soft skill, which involves understanding and managing the emotions of others and yourself, is potentially the most important soft skill, said Kerrigan. “Emotional intelligence is at the core of all soft skills. It starts with understanding yourself before you can effectively manage relationships with others.”
- Communication: The ability to articulate thoughts clearly and listen actively.
- Teamwork: Collaborating effectively with colleagues to achieve common goals. “No matter what kind of work you do, your success is built on your ability to influence others,” Rollag said. “And that requires teamwork and interpersonal skills.”
- Adaptability: Navigating change and staying flexible in dynamic work environments.
- Resilience: Maintaining a positive attitude and overcoming challenges.
- Leadership: Inspiring and guiding teams toward success. “The best leaders tend to be relational in nature. They work to build strong, positive relationships,” Turner said. She often asks her students to compare their experiences with bad leaders and good ones. “They realize the strong leaders worked to build a positive relationship with them.”
Turner, an assistant professor of practice in the Management Division, said all of the soft skills require strong emotional intelligence. “It’s about how you build relationships and use them to marshal change in an organization,” she said. “Trust and authenticity are key.”
Businesses operate through relationships—between employees, customers, and stakeholders. Strong interpersonal skills make those relationships more effective and productive.
“Nothing happens in a silo,” said Kerrigan. “To be an effective leader or team member, you need to be able to work well with others, communicate clearly, and build trust. That’s what distinguishes a great leader from a mediocre one.”
Burkland, an assistant professor of practice who teaches organizational behavior, reinforced this idea through a classroom exercise in which students built an app prototype under communication constraints.
“At first, teams were so focused on the technical side that they neglected the soft skills,” she said. “Once they recognized the importance of clear communication and collaboration, their results improved dramatically.”
Beyond team dynamics, soft skills have a direct impact on career growth. Studies show that employees who demonstrate strong communication, leadership, and adaptability are more likely to be promoted.
“Someone who is well-connected, respected, and liked is going to get ahead faster than someone who isolates themselves, even if they have strong technical skills,” Kerrigan said.
The Rising Demand for Soft Skills
Once dismissed as secondary to technical expertise, soft skills have become a top priority for employers.
Turner cited research indicating that high emotional intelligence is a defining trait of successful entrepreneurs and business leaders. “IQ will only take you so far,” she said. “What catapults someone to success is their ability to navigate relationships, lead through uncertainty, and build trust.”
However, the emphasis on soft skills is not just a passing trend—it reflects a broader societal shift in workplace culture.
Kerrigan noted, “In the past, workplaces valued stoicism over empathy. Today, companies understand that when employees feel valued and included, they perform better.
Investing in soft skills fosters a more engaged, productive workforce.”
Developing Soft Skills: A Continuous Journey
Unlike technical skills, which can be learned from books or training programs, soft skills require ongoing self-reflection and practice.
Turner emphasized the importance of self-awareness. “The first step is understanding your strengths and areas for improvement,” she said. “Seek feedback from peers, mentors, and supervisors. Look for patterns in how others perceive you.”
While soft skills emphasize working with others, even introverts can improve these career-boosting skills, Rollag said.
“It just takes experimentation and practice, and the willingness to ask for feedback. It gets easier over time as you learn that interacting with others is less risky and stressful than you think it will be,” the professor of management said.
Burkland encouraged professionals to observe those they admire. “Identify leaders with strong soft skills and learn from them,” she said. “How do they communicate? How do they handle conflict? What makes them effective?”
The Future of Business Is Human
As the business landscape evolves, so too does the definition of success. While technical knowledge remains essential, the ability to collaborate, lead, and adapt will be what sets professionals apart.
“In the end, business is about people,” said Turner. “No matter how advanced technology gets, the ability to build authentic relationships, communicate effectively, and inspire others will always be invaluable.”
For professionals looking to advance in their careers, Kerrigan said, investing in soft skills is no longer optional—it’s the key to long-term success.
“Soft skills are so viscerally important to our ability to successfully navigate our relationships, both as team members and as leaders. And, when we look at key differentiators between what makes for mediocre leadership and outstanding leadership, it’s typically those interpersonal skills,” Kerrigan said. “The impact that you have on other people is what really sets you apart. Leadership is really relational. So having that ability to understand yourself, understand others, display empathy, empower others, and build those relational bonds with your team, that is paramount.”
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