When Companies Outsource Responsibility for Soft Skills
In times of economic uncertainty, many companies reduce or suspend activities dedicated to the development of so-called "soft skills." Budgets are tightened, priorities are reassessed, and employee development is increasingly presented as a personal responsibility. At first glance, this seems reasonable. Employees are encouraged to read books, watch videos, listen to podcasts, attend seminars, and engage in continuous self-development. After all, personal growth is important. However, from the customer's perspective, this argument misses the point entirely. As a customer, I could not care less whether an impolite employee was given a list of recommended books, encouraged to attend trainings in their free time, or received access to an online learning platform. My concern is much simpler: your company hired this person, your company represents itself through this person, and your company is responsible for the experience I receive. When I leave a restaurant dissati...