John Fitz-Gibbons, SMDP Sales and Management Development Programmes, discusses why interpersonal skills matter in business.
I see businesses in Devon being actively encouraged and motivated to invest focus and resource to improving their Digital Skills:
- Are they important to business in the second quarter of the twenty first century? Yes.
- Are better Digital Skills the ‘Magic Wand’ to make your business a success in 2026? No. Not in isolation.
As a business owner or manager, they are a single factor in your plan to make your business a success. I believe there are other skills of equal importance, which are not being promoted in the same way as AI and other digital skills.
I believe it is essential that businesses equally invest in improving the Interpersonal Skills of their staff at all levels.
Why do Interpersonal Skills Matter in Business?
Interpersonal skills are the backbone of business success. They shape how leaders inspire, how teams collaborate, and how customers connect with brands. Without strong interpersonal skills, even the most technically skilled professionals struggle to build trust, resolve conflicts, and drive growth.
Let’s consider your ‘Go to market’ strategy:
There is a celebrated phrase in professional selling: “People buy from People.”
In 2026, technical expertise and knowledge is not enough to optimise the performance of a business. AI gives everyone access to knowledge (whatever your opinion on the accuracy).
But what differentiates the best and most successful businesses today is HOW that knowledge is communicated to your existing and prospective buyers. What buyers really need is wisdom. Your expertise in your markets.
Are AI generated messages the best way? Or are they too impersonal?
You can create client LOYALTY with great interpersonal skills – creating rapport; personalised communication, building empathy, being seen as ‘The expert in your field’ by YOUR Clients.
And your Leadership team must have outstanding interpersonal skills to be able to put each member of the team in the very best situation to deliver their performance goals and consequently the business goals of the organisation.
Businesses who value and develop interpersonal skills see measurable advantages: Improved Productivity: Teams with great communication waste less time on misunderstandings. Leaders who connect with their teams inspire higher performance and loyalty. Customer Loyalty: Employees who are skilled in active listening, and are adept at building empathy, will build stronger client relationships. A salesperson who knows how to build rapport and who has excellent questioning and listening skills will optimise their achievements. Resolving complaints with patience and understanding turn dissatisfied customers into advocates for your business. Employee Satisfaction: A positive work environment reduces staff turnover and boosts morale. Leaders with highly developed interpersonal skills minimise the potential of a toxic workplace. Competitive Edge: Employers increasingly value interpersonal skills over technical expertise in their recruitment process, because people with a great attitude will always want to learn new skills.
Interpersonal skills have been described as “the invisible threads that hold businesses together”.
If your business model is a workplace which just treats customers as a series of transactional opportunities, then AI is probably the right solution for you.
If delivering real client service and motivating existing clients to buy from you again and again is a fundamental of your business model, then having a team with highly developed interpersonal skills is a ‘must have’, not a ‘like to have’.
For leaders, managers, and employees alike, mastering these skills is a fundamental tool to drive measurable business success. These skills are often given the misleading title of “Soft Skills”. But they can be the hardest to master.
How important are interpersonal skills to your business, and how can you improve them?
Well let’s, at least, invest equal resources on these skills to differentiate our local businesses in the market.
Let’s speak if you would like to discuss how we can make this happen.
Please speak with John to discuss how to develop the interpersonal skills of your team and improve their productivity:
- E-mail: john@smdp.co.uk
- Website: www.smdp.co.uk
- Telephone: 07712 650047
