Bridging the

Communication Skills
Gap in the Hybrid Workplace
Communication Skills for Hybrid Teams

Contents

Introduction 03

Business benefits of hybrid working 04

Challenges of hybrid working 05

Redefining soft skills 07

How to develop the skills needed for

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hybrid working

Supporting your talent to get the best results 13

Communication Skills for Hybrid Teams

Communication: the ultimate

skillset your teams need to thrive
in a hybrid environment
The pandemic forever changed the way we work, forcing organizations
to digitally transform and to adopt remote working in order to safeguard
the health and wellness of their talent. As we navigated this new way of
work, the prolonged isolation brought additional challenges when it came
to collaboration, communication, and company culture. This in turn led to
social phenomena such as The Great Resignation, and more recently, Quiet
Quitting. In an effort to improve collaboration and communication, as well as
safeguard company culture, leaders invited employees back to the office
for a few days a week. This resulted in a new approach to work called
hybrid working.

So, what is hybrid working? According to Acas, hybrid working is a type of

flexible working where an employee splits their time between the workplace
and working remotely. Working from home is the most common approach to
remote work. It’s a modern, smart blend of the two now-normalized ways of
working, allowing employees to enjoy flexibility whilst also connecting face-
to-face, avoiding the isolation that some peers who work remotely may face.

A recent report from Harvard claims that the ‘sweet spot’ for hybrid working is
having employees in the office 1-2 days per week, providing both employee
and business with a useful balance between social office life and focused
at-home work. Naturally this is appealing for employees in particular, finally
gaining the eternally sought after work-life balance, improved mental health,
and positive environmental impact: providing them with more autonomy to
get the job done when and where they see fit. But it isn’t just employees that
benefit from hybrid working. In fact, because employees gain so much from
hybrid working, their employer benefits even more.

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Communication Skills for Hybrid Teams

Business benefits of hybrid working 3. Improved organizational culture

By embracing hybridization, your organization can reap a wealth of As satisfaction increases, so does the overall organizational culture
clear business benefits, including: - creating a more engaged workforce that is genuinely happy to
perform to the best of their abilities. In fact, LinkedIn’s 2022 Global
1. Increased productivity Talent Trends Report found that when employees are satisfied with
their company’s time and location flexibility, they are:
Some organizations have found that hybrid work can lead to
increased productivity, as employees may have more flexibility
to work at times when they are most productive, and may be 2.6x more likely 2.1x more likely to
able to work more efficiently without the distractions of an to report being recommend working
happy for the company.
office environment. If hybrid working is well executed within an
organization, the company’s culture will proactively encourage
employees to work to their strengths, whilst offering them the However, “going hybrid” especially in a global organization with a
flexibility they require to do that. This means people are able to diverse workforce, is not bereft of challenges.
find a strong balance between creativity and collaboration, whilst
upholding the need to accommodate individual circumstances. This
not only provides employees with opportunities to focus deeply on
their work, but also gives them substantial room to collaborate with
peers both virtually and within the office environment. The result?
More productivity.

2. Talent retention and acquisition

By offering the option of remote work, organizations may be able to

attract and retain top talent who value the flexibility and work-life
balance that remote work can provide. Recent research has shown
that hybrid working is beginning to gain parity with salary, pension
and holidays as key factors when job hunting. In fact, more than a
quarter of workers now view flexibility as more important than pay.

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Communication Skills for Hybrid Teams

Challenges of hybrid working

Work-From-Home Warning
The logistical challenges of supporting a hybrid workforce are by
no means small. What is the best way to provide adequate office Executives outline ways primarily remote
space for a global workforce, without knowing what amount of workers are disadvantaged
space will be required? What sort of infrastructure is needed to
effectively support a workforce that is, for the most part, not in Overly reliant on 52%
the office? others to collaborate

Lack of access to company 47%

Supporting employees outside of bricks and mortar can be
leadership
incredibly challenging indeed. When working fully remotely,
executives felt their workers were disadvantaged in a variety of Less connected
43%
ways including: to office culture

• An over reliance on others to collaborate Less likely to be considered

for promotions 41%
• Lack of access to company leadership
• Less connected to office culture Primary remote workers are
not disadvantaged 4
• Less likely to be considered for promotions
• Increasing challenges in proactively supporting DEIB workplace
practices
Share of managers who agree
On top of that, workers who aren’t in the office run the risk of Source: Vyopta survey conducted by Wakefield Research.
feeling isolated from their teams and can contend with real Note: Survey of 200 U.S. executives with a minimum seniority
of VP at companies of 500+ employees
challenges in communicating with their peers.

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Communication Skills for Hybrid Teams
Communicating via digital platforms
The role of technology in a hybrid model is not only to give
employees the flexibility to decide how and where they work,
but to bring people and departments together. Employee
experience is a top priority – and technology can truly make
a difference between a positive and negative one, in how
people communicate, collaborate, and connect. But learning to
competently communicate via digital means is a tough skill to
master for some; it is not something that’s innately present in
all people.
In fact, all interpersonal skills - such as team building, presenting,
and giving effective feedback come with an array of additional
complexities and pitfalls to watch out for, when delivered
virtually. It’s no surprise then that a renewed focus on learning
and development within the organization is needed.
Collaborating with global teams
One of the greatest opportunities of virtual work has been the
ability to attract talent anywhere in the world. Companies that
have recently hired employees globally are learning another new
lesson: not only do they need to work out how to up their digital
communication’s game, but they also need to consider the
varying needs of colleagues from different cultures. This ranges
from simple things like considering working hours to vastly more
complex issues, such as communication preferences or expected
management styles. Managing different time zones, language
barriers, and cultural differences can be frustrating, and the
way these situations are addressed is markedly different when
working remotely than within an office environment. Although not
insurmountable, they require very different competencies.
It’s important to consider that, while leaders may have benefited
from specific intercultural coaching or may have worked globally
before, some employees may be experiencing this for the first
time. Many find navigating and making the most of digital
communication challenging on its own; and are now also learning
that their interpersonal skills may not be entirely applicable (or
indeed appropriate) across cultures and borders.
Ultimately, in order for a hybrid workforce to truly
succeed, an organization must focus not only
on how they can enable and facilitate hybrid or
virtual working, but also how they can ensure their
people are well-equipped with interpersonal and
intercultural skills to navigate this new status quo.
That means developing new skills.
So what skills does a hybrid workforce really need to succeed?
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Communication Skills for Hybrid Teams

Redefining soft skills

We used to put out job ads and hire new employees based on their
measurable skill set – their hard skills. Hard skills are easier to quantify
and measure, hence the popularity of this recruitment methodology.
Employees either have the skills or they don’t. Hire them, or don’t.

The need for a broad range of hard, or technical, skills still exists, but
exponential advances in technology cause us to question the longevity
of some of these long-standing technical skills in favour of decision-
making, analysis and the ability to continously learn new skills. More
importantly, research repeatedly and consistently shows that ‘soft’ skills,
sometimes called human skills, interpersonal skills or power skills, are
becoming critically in demand in the short- to medium-term future.

The Pearson Skills Outlook December 2022 report confirms that the
top five most sought-after skills are all ‘human skills’. Specifically,
communication and collaboration feature at the top of current skills
demand, while collaboration and cultural and social intelligence are
projected to rank highest by 2026. McKinsey estimates that this demand
will continue to rise until 2030, as AI continues to replace basic cognitive
skills and more physical and manual skills:

The need for finely tuned social and emotional skills will
rapidly grow. Accompanying the adoption of advanced
technologies into the workplace will be an increase in the
need for workers with finely tuned social and emotional
skills—skills that machines are a long way from mastering.

- McKinsey, Automation and the Future of the Workforce

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Communication Skills for Hybrid Teams

Many of the skills our employees have acquired in an office range of skills that are essential within a hybrid work dynamic and
environment will remain useful and similarly applicable to a comprise much more than speaking clearly and coherently to your
hybrid work environment. However, these capabilities need to peers. They can be broken down into three clear categories, or
be deepened to ensure morale, awareness, engagement and pillars that we will explore:
productivity remain high and consequently enable growth and
innovation. • Language skills
• Intercultural skills
Critical breakdowns between colleagues often occur due to a lack • Interpersonal skills
of functional, hybrid-environment communication skills, leading to
misunderstandings and stress. Bad management practices can
be addressed through clear and empathetic communication, to Communication
maximize collaboration between peers and create a superior work in a hybrid organization
environment. Through inclusive communication we can help diverse
talent thrive and improve engagement and mental well-being.
Communication should therefore be seen as a meta skill that is
mission-critical to business success.

Communication as a meta skill

Language Intercultural
skills skills
In a global, diverse and often remote work environment, modern
businesses need to consider the benefits of truly harnessing their
teams’ core competencies around communication. Sustained
success will undoubtedly arrive from evolved intercultural
relationships and enhanced global collaboration.
Interpersonal
It’s a complex web of skills requirements that isn’t always easy to skills
unpick. Nevertheless, we have identified what we believe are the
three most important core competencies for continuous success
within a multinational organization seeking to embrace hybrid
working. Based on the deep rooted, fundamental human capacity
for connection, conversation and intelligence, they embody a wide

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Communication Skills for Hybrid Teams
Pillar 1: Language skills
Before we consider how to best craft a message or how to
communicate in a culturally inclusive manner, there is one immutable
need - we need to speak the same language. Whilst it might not
be necessary to be fluent in a wide range of languages, there is a
strong case for meeting local and global language training needs in
our current global marketplace.
Investing in language training can also open doors for new business.
Effective communication in an international business language
is key for international trading. Speaking with clients in their own
language, even on a basic level, enables much stronger and more
fruitful relationships, providing teams with a greater chance of a
sale. Around 25% of the workforce in advanced economies could
work from home three to five days a week. However, there is still a
significant struggle to upskill in languages (70% of UK SMEs don’t
speak their target market languages, despite language-fluent SMEs
seeing 30% higher exports).
This does not come without challenges; learning a new language,
whether for better team or client relationships, or due to a global
mobility move, requires time, practice and application. Learning a
new language is complicated and daunting, especially for adult
learners. While speaking fluency is essential in the business context,
it’s often the most difficult part of foreign language learning, due
to blockers such as lack of confidence, self-consciousness about
accent, or fear of mistakes. Therefore, it’s particularly important to
find a training partner that understands the needs of adult learners,
focuses on fluency and comprehensibility, and provides your
employees with the time, space, and support they’ll need to truly
learn a new language.
Pillar 2: Intercultural skills
Once the ability to communicate in a common language has been
established, the next set of skills to master are the cultural nuances
that come along with engaging with people across different
cultures.
The DNA of business has shifted significantly in the past twenty
years. No longer are we constrained to single locations and offices.
Barriers between workplaces have since become permeable, fluid
and flexible, spanning continents and cultures.
It may be that your employees already speak the same language
as their clients, partners or vendors. Even then, they might be in
contact with stakeholders in different countries and cultures on
a daily basis; their colleagues may also originate from across the
globe, which is why cultural intelligence is so important.
Businesses that are well-versed in cultural intelligence will most likely
reap the benefits this rich cognitive diversity brings. Successfully
navigating communication across cultures, communities and
countries is however rarely a natural, innate skill.
Diversity isn’t an optional add-on, it isn’t the icing
on the cake. Rather it is the basic ingredient of
collective intelligence.
- Matthew Syed, Rebel Ideas
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Communication Skills for Hybrid Teams
If we want to truly harness the power that a multicultural
organization offers, we must ensure our workforce understands how
best to collaborate in borderless environments as well as provide
them with indispensable skills when travelling and relocating abroad.
Consider how you can equip your employees with vital intercultural
skills such as tolerating ambiguity, fostering inclusion and awareness
of different cultures as well as upskilling them how to resolve conflict
amidst cultural and language barriers.
A huge factor in cultural consciousness is fostering self-awareness,
especially with borderless, hybrid and remote workforces. After
all, if we are not aware of how our language and behavior affects
others, we are certain to eventually make a cultural faux pas, as
well as unintentionally cause breakdowns in communication across
cultures. Therefore, we need to focus on building mental flexibility
and resilience, as well as fostering a culture of respect, patience,
and perseverance.
Intercultural competence is a vital skill for any business that’s global,
and even more so if that organization is proactively supporting a
hybrid workforce. Ultimately, in order for our teams to be able to
effectively work with others from across the globe, they need to be
flexible, open to change and willing to embrace different cultures
and ways of working.
Pillar 3: Interpersonal skills
After we’ve ensured our employees and partners speak the
same language, and we’ve ensured we operate with intercultural
sensitivity and a global mindset, there still remains the question
of craft and precision. How exactly can we ensure our messages
are clear and get the point across? How can we ensure we truly
understand and are understood - especially in the complex world
of digitally enabled communication?
Interpersonal skills focus on the craft of communication between
persons and ensures we have the right toolkit, whether we’re giving
effective feedback, or trying to connect with our audience through
an impactful story.
Even highly skilled communicators may experience significant
difficulties translating that expertise into the hybrid or remote
workplace. Suddenly lacking the context of body language may
lead one to miss reliable cues normally used to gauge if our story
resonates. Moreover, situations in which we communicate with
hybrid teams may turn all the more challenging with half of the
team members in the room and the other half connecting virtually
as we need to ensure everyone is equally included.
Making sure that we cover a wide range of interpersonal skills
when enhancing the communication capabilities of our workforce
means that our teams will have a well-rounded understanding
of effective communication across all media and functions. It
means that they will have the ability to continually improve their
approach, as well as be confident and capable in the face of
uncertainty and change.
Ultimately, good relationships demand great communication - a
skill that, as we covered earlier, is made even more complex in a
hybrid work environment. Organizations who focus on developing
these skills within the workplace are likely to future-proof
themselves and create even greater opportunities for growth in
years to come.
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Communication Skills for Hybrid Teams

How to develop the skills needed for

hybrid working
In understanding the three essential pillars of communicating in a hybrid
workplace, it is imperative to consider the basics: what skills do your employees
need, and how can you help them acquire them?

Provide relevant and applicable training

To get the most out of your training offering and ensure your workforce acquires
the skills they need to perform better in the hybrid workplace, a good starting
point would be to undertake a thorough skills gap analysis and develop an
overarching organizational skills map.

Effectively, this is the process of creating a visual representation of the skills

needed to perform well in your organization and comparing them to the
existing proficiency of your people. Once you’ve identified the skills gaps in your
organization, and perhaps new skills that you need to inject into your business,
understanding how to train on these new hybrid skills needs to become a priority.

The human approach to training employees

Training a hybrid workforce is a new challenge for many organizations. With

digital fatigue, do we bring people back into the office to train them? Or do we
provide eLearning courses that give them the flexibility to learn when it’s most
convenient to them?

It is no surprise that blended learning is a winning recipe for hybrid teams.

A blended approach with instructor-led sessions and digital self-study
ensures corporate learners remain motivated and engaged, providing people
with learning opportunities in a multitude of ways and ensuring increased
participation, application and retention.

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Communication Skills for Hybrid Teams
Blended learning considerations
Blended learning, or hybrid learning, is a fantastic way to upskill your teams on the various communication skills they might need in our
hybrid world. However, not all blended learning solutions are created equal and there are a number of considerations to take into account:
1. Time
Blended learning is not a quick win.
A blended program should span a
given period of time to truly make
the most impact. Learners need
time in between interactions to
absorb and reflect on the learning,
and consider ways in which it
can be applied, before they are
expected to complete the next
learning interaction. Learning should
also be available on-demand,
enabling the learner to improve their
skills when it’s most convenient for
them.
2. Technology
The technology behind a blended
learning solution needs to be
right to ensure the learning is truly
impactful. It needs to match the
high quality of your face-to-face
training, hybrid work environment,
and the experience expected
from today’s digital natives. An
old, clunky and difficult to use
platform is a sure-fire way to make
learners switch off. Ensuring learning
materials are available across
devices and accessible to those
with disabilities will drive adoption
and encourage learning across the
organization.
3. Engagement
To enable necessary progress and
exceptional performance to excel
in the workplace, you need to look
beyond the standard approach
of behavioral engagement and
consider cognitive and emotional
engagement as well. This can
be expressed through learning
experiences that drive, among
others, attendance, completion,
satisfaction and persistence.
Specifically a learning experience
that aims to drive learner autonomy
and knowledge construction,
enabling the learner to apply
knowledge to any applicable
workplace scenario.
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Communication Skills for Hybrid Teams

Supporting your talent

to get the best results
Regardless of the approach you choose to upskilling
your team, it’s important to address the mission-critical
communication skills to get hybrid working right. The past
few years have been some of the most disruptive for the
workplace. We’ve dealt with the pandemic, political unrest and
much more. Coupling this with the speed of change through
the fourth industrial revolution, where many of the roles, skills
and job titles of tomorrow are unknown to us today, the
workplace is feeling quite vulnerable to change. So now is the
time to provide our teams with the skills to better understand
each other, online or offline.

Ensuring our workforce is armed with these communication

skills requires a real shift in mindset, from learners and leaders
alike. It will require putting skills and human capabilities at the
heart of our talent strategies, creating a new operating model
for work and the workforce.

This change isn’t a “nice to have”. It’s imperative for the modern
workplace, so now is the time to get stakeholder buy-in for
communication skills training for a modern hybrid workforce.

The future is here. Are you (and your people) prepared?

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Communication Skills for Hybrid Teams

Learnlight is an EdTech company

that helps organizations upskill their
talent to thrive in today’s multilingual,
multicultural workplace.
We combine award-winning technology with the world’s best trainers to
deliver language, intercultural, and communication skills training globally.

Our approach to blended learning draws on the latest scientific insights,

and our own extensive experience working with hundreds of thousands of
learners, to drive engagement and accelerate the learning process.

Our fully personalized learning programs are designed to guide corporate

professionals through relevant, applicable, and immersive content that’s
delivered in bite-sized content formats to fit into any busy schedule.

To find out more about Learnlight and our solutions, visit Learnlight.com

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