Blog | 3-Jun-2025
The 5 Skills I’d Never Let Go Of
AUTHOR
Sowmya Aswathnarayan
VP - Human Resources APAC Head
It has been almost two decades since I have been in this industry - witnessing the changing landscape - as this world has changed beyond recognition. With the emergence of a hybrid work arrangement, aspects like AI are changing the way people work, and I have been focusing on constant learning to stay relevant. While I recognize that technology is an integral part of our daily lives today, one thing that remains unchanged is that our interpersonal skills and empathy will always set us apart.
The future workplace is not just about tech geeks; it needs collaborators, critical thinkers, empathetic leaders, and sustainability champions. In short, it needs people who can think ahead, work across boundaries, and drive meaningful impact.
Emotional Intelligence: Behind every digital process, there is a human story.
The key job of any technology is to help solve a customer challenge like providing a better customer experience, ensuring happy customers, loyalty, trust, and more. Emotional intelligence reminds us that at the heart of every transaction, workflow, or innovation is a person seeking connection, clarity, or support - not just with customers but within organizations too. Building emotional intelligence within organizations fosters deeper collaboration, empathy-driven leadership, and a shared sense of purpose.
True digital transformation is not just about improving efficiency; it is about creating meaningful human connections both externally with customers and internally within our own people. By leading with empathy, we can turn processes into experiences and workplaces into thriving communities.
Critical Thinking: Anyone Can Solve. I Choose to Understand.
If we act like postmasters - simply moving tasks from one place to another - we might meet SLAs, but we will not exceed expectations or create real impact.
In our busy schedules, it is not always easy to pause and dig deeper. However, with a little practice in uncovering the core "why," you will start seeing the real problem more clearly. And if you continue sharpening your most powerful skill - emotional intelligence - over time, the "why" will almost jump out at you.
Can you solve problems without doing this deeper work? Of course. But will you become the standout service provider that customers choose and trust? Not so sure.
So next time you pick up a call or reply to an email, take a moment to step back. Understand the "why" first, then respond. I promise - the results will bring success to everyone involved, and most importantly, to you.
As an employee and leader, my first instinct with any problem is to understand why, what, and how. Once I have that clarity, the solution naturally follows. In fact, as experts, if you ask the right questions, half the problem is already solved.
Collaboration & Communication: Be the Person Everyone Wants on Their Team
On a scale of 1 to 5, how would you rate your collaboration skills?
No surprise here, I would rate myself a 5. "Human" is the first word in my job title (and in my mind, it should be in everyone is, no matter what role you are in).
Collaboration and communication are not just my skills; they are the foundation of where I have come thus far. Whether it is better service, faster conflict resolution, or higher efficiency, they have helped me navigate my career. When you collaborate well, you create an environment where people enjoy showing up, solving problems together, and celebrating wins as a group. Don’t you think it would be more fun to play as a team than solo?
The core of that collaboration is strong communication, ensuring we listen before we act, respect the other person, and understand before we solve. Transparent communication can turn any problem into a solution and an opportunity for innovation.
Sustainability Mindset: See the Big Picture
Have you ever asked yourself why you do what you do? Do you know how your job has a rippling effect on the end customer, who, often, is you yourself? Think about if something you were doing had the potential to change your entire life, how would you approach it? Now, take that thought and extrapolate it to your organization. How do your actions, decisions, and behaviors affect the greater whole?
Sustainability is not just a corporate goal; it is a personal value. It is about understanding the long-term impact of every action, every decision, and every process. The mindset we carry today shapes the future we all contribute to - whether it is in terms of environmental sustainability, business practices, or the way we create value for our customers and communities. Do not ignore the fact that it is your future too.
Next time try to see the bigger picture, make choices that align with both the well-being of the organization and the world around you. Sustainability starts with you and me, individually and collectively, as we take responsibility for the impact we create.
Entrepreneurial Mindset: Are You Building the Life and Career You Dream of?
Early in my career, I had a dream of reaching where I am today. But no one handed me a roadmap. I figured it out along the way - and while I am proud of the journey, looking back, I sometimes wish I had approached it with a clearer, more strategic plan.
That is the point I want to make: Are you thinking about your growth - personal and professional - with a strategic mindset? Are you making decisions today that will propel you toward the future you dream of?
Just doing what’s asked of you is not enough if you want to achieve something extraordinary. You must treat your career and life like your own business - where every move you make matters. No one else is going to hand it to you; it is on you to build it.
Exactly like an entrepreneur, every decision you make either brings you closer to your goals or takes you further away. Own your journey. Be the entrepreneur of your own success story.
