It is nothing new to say that AI is radically changing the way that we work. Since the boom of ChatGPT in November 2022, AI has consistently been top of the list of the business agenda.
This blog series is written for all of the employers who don't want to be left behind by the AI revolution of the workplace. From building trust with employees, to AI-driven job transformations, to ethical implementation, this series will focus on the changes driven by the integration of AI into the workforce and actionable strategies employers can take to stay ahead of the pack.
How are employees responding to AI?
An overwhelming 90% say their organization uses at least one AI technology, with GenAI topping the list (EY, 2024). Adoption is high but this does not tell the full story; concerns are still elevated. In fact, the increased exposure of employees to AI over the last year has increased, rather than lessened, with about half more concerned about AI than they were a year ago. These anxieties manifest in three major areas, all of which are contributing to worsening employee wellbeing:
Fear of replacement: 75% of employees are concerned AI will make certain jobs obsolete (EY, 2024). Research from The American Psychological Association indicates that higher levels of ‘AI anxiety’ are correlated with poor mental health, increased stress and higher rates of burnout. For example, around half of those who reported concerns surrounding AI also reported that their work has a negative impact on their mental health (APA, 2023). These experiences have recently started to result in increased attrition, reduced innovation and resistance to new technologies.
Fear of monitoring: The increasing use of AI-driven surveillance for productivity tracking has led to increased levels of stress among employees. Employees who are monitored at work are more likely to say that their work environment has a negative impact on their mental health (APA, 2023). This dynamic is intensified by a divide in perception: upper management generally views monitoring positively, associating it with improved promotion assessments and employee recognition, while other employee levels do not tend to share this perspective.
Fear of bias and misinformation: People are worried about the unintended consequences of AI; this is particularly true for lower-income and minority workers. We have already encountered many allegations regarding biased decision-making as AI is being integrated into the workplace, particularly within HR. Americans are divided as to whether AI programs can consistently make fair decisions: 30% say it is possible, 28% say it is not possible and the jury is still out for 41% of people (Pew Research Center, 2021).
How can HR turn the tide on employee trust?
Approximately 77% of Americans do not trust businesses to use AI responsibly (Gallup, 2024). While this has marginally decreased over the last 12 months from 79%, there is still a long way to go. Research indicates that transparency could be the key to alleviating ‘AI anxiety’.
Disclose information early: Ensure open communication between leadership and employees if there is the intention to use worker-impacting AI. This will help employees to understand the AI systems more completely before the anxiety and stress hits. Consider the following strategies:
Establish Clear Communication: Communicate the key impacts of the AI system clearly including the system’s purpose, how employees will be expected to engage with it and what data will be used by the system.
Provide Effective Documentation: Use plain language throughout documentation so that non-technical employees also feel able to engage with the new AI systems that are being introduced.
Avoid a One-Size-Fits-All Approach: It is important to meet your employees where they are in their AI adoption journey. Be sure to consider how you will communicate differently with AI enthusiasts versus AI skeptics.
Foster a supportive culture: HR must work to build a culture that embraces change and reduces employee resistance to the adoption of new technologies like AI. Openness and engagement strategies will play a crucial role here. Consider the following strategies:
Encourage Open Dialogue: Allow for an open dialogue between developers, employers and employees without fear of retaliation so that employees can ask any questions they may have.
Promote employee feedback: Encourage HR and management to consistently check in on employee sentiment to help your employees feel like a part of the implementation process.
Change Negative Perceptions of AI: Cultivate a culture that promotes a growth mindset by encouraging employees to see AI as a tool that can enhance their growth rather than replace them.
Take a people-first approach to AI adoption: Ensure that employees still feel recognized and appreciated at work by encouraging human collaboration and peer support. Consider the following strategies:
Nurture Human Connection: Focus on maintaining interpersonal interactions and collaboration activities in order to keep employees connected to each other and to the organization’s culture.
Promote Peer Support Groups: Develop networks where people can discuss exciting use cases of AI and their recent approaches to adoption so that AI enthusiasts can support AI skeptics and cautious adopters.
Keep a “human-in-the-loop”: Reinforce the importance of a "human-in-the-loop" to demonstrate that while automation rises there will still be a critical role for people to play in important decision making.
As AI adoption continues to accelerate we are starting to see that embracing AI in the workplace is not simply about technical implementation but, more importantly, it's about fostering an environment of openness and trust. Organizations need to work with their people, not against them, as the future of work relies on the successful integration of artificial and human intelligence.
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