By Mark Marone, PhD., Dale Carnegie and Associates
The construction industry has entered a period of profound change, driven by digital transformation including the implementation of artificial intelligence (AI), arguably on a scale unlike anything seen before. A study by Dale Carnegie Training found that 67% of employees say they are already being impacted by AI in their roles or expect to be within the next five years. The power of AI is being applied across nearly every industry, bringing disruption and intense pressure to change — for organizations and employees alike.
Cash Management — the collection, disbursement, investment, and control of funds — has become more critical than ever to successful construction leadership. And while the goals of Cash Management remain constant — controlling cash to ensure new initiatives succeed — the view of change itself has shifted.
Combining the latest techniques in Change Management with the age-old system of Cash Management through AI is in its infancy. Here are five lessons construction executives need to pass on to those handling the cash.
Lesson 1: Transparency from the beginning is essential.
AI in the workplace can be a sensitive subject. It’s a powerful tool that often results in significant impact on work roles and increases peoples’ feelings of insecurity.
Dealing with money is also a sensitive subject, also. Adding the complexities of machine learning to search for patterns allows, and organizations are able to catch potential fraud faster than humans. When it comes to Cash Management, the use of advanced AI can help to prevent costly losses with all involved in the process.
Recognizing the negative impact that fear has on productivity, leaders may be tempted to develop plans in secret and conceal the effect and scope of AI until the implementation is well underway.
But excluding employees is a big mistake. Today companies must recognize and value customers and employees as change partners and understand the importance of involving people in designing plans from the beginning. In addition, deep institutional knowledge of the tasks to be automated is often essential for training AI, and it can be challenging to get that from employees without being upfront about the reasons behind it.
Perhaps most of all, organizations must be transparent about their plans for implementing AI, because the risk of damaging trust with employees is too great.
To avoid that kind of outcome, leaders must be transparent, willing, and skilled at engaging the people who are going to be affected, with the goal of helping them see how they can fit into plans for the future. Training in increasing employee engagement starts from the top as an initiative.
Lesson 2: Top executives need to be involved from the beginning in technology-related change initiatives — whether they like it or not.
There was a time when a technology-focused project could be delegated to the IT department and even remain poorly understood by top executives upon implementation, so long as it all worked as planned. In these cases, those at the top of the organizational hierarchy often stayed aloof. They did not see themselves as needing to be part of the change — certainly not when it came to technology, an area where many executives lack deep expertise.
No more. Now, technology is often inextricably intertwined with customers’ experiences with a product or service. Technology projects, therefore, sometimes involve critical strategic decisions and may require the assistance of top leaders to align the broader organization and enable implementation.
A McKinsey report establishes the need for executive involvement in AI where “these emerging technologies focus on helping players overcome some of the engineering and construction industry’s greatest challenges, including cost and schedule overruns.”
Getting senior leaders on board early with cash management AI tools is a key to success. Keeping them visibly involved throughout technological change initiatives helps ensure projects stay aligned to the broader strategy of the organization.
Lesson 3: Don’t assume managers will jump on board.
Their attitudes toward technology changes can positively influence those they lead, and for that to happen, these leaders need to be convinced of the value of the technology and its application.
The problem? When it comes to advanced technologies such as AI, these mid-level leaders have the same fears as others. As shown in the graph, many are at least moderately worried that AI could lead to their own job being eliminated, and they share the same privacy, security and bias concerns as employees without direct reports.
Where there is fear, there’s bound to be resistance to change. The solution is often as simple as demonstrations and training to overcome the fear.
Lesson 4: Don’t wait to begin training employees.
One of the biggest challenges to implementing AI is finding people with the right skills. While in a survey of CEOs by PwC more than three quarters (76%) were concerned about the lack of digital skills, even more — 91% — said that they needed to strengthen their organization’s soft skills. Accenture agrees, citing skills such as creativity, teamwork and empathy as crucial — along with technical skills. Globally, 46% of CEOs say their organization is primarily relying on significant retraining and upskilling — rather than hiring from competitors or outside the industry — to close the gap. That will require organizations to assess for needed skills in a systematic way and plan ahead to ensure the talent is ready to perform.
As a large online bank in the U.S. discovered, regardless of which skills require development, preparing people to take on new responsibilities should be built into the change initiative from the start.
The bank has explored AI-based solutions over the past several years, seeking to introduce human-like experiences as customers interact with their financial service organization online and providing a conversational experience that both feels natural and aligns with bank’s brand identity and voice.
To stay in the forefront of your market, start filling your bench with skilled workers now. “The idea of reskilling employees is that, if you never start, you will never know what skills they are really going to need. So, you are doing a disservice to your organization by waiting,” says their Executive Director for Infrastructure Operations.
Lesson 5: Leverage informal advocates.
While leaders have their formal role to play, informal advocates can also have a powerful effect on how quickly change happens. Leveraging the social influence of those who embrace the idea first can help build momentum. Companies earn the right to do that by protecting trust, being transparent and demonstrating a commitment to training people for the future.
Informal advocates are people who already have trusting relationships with others and who have a positive attitude toward the change. Organizations can train the interpersonal skills to encourage trusting relationships among their workforce. They also control whether they initiate change in a way that garners the maximum initial support. But they can’t designate informal change advocates. They can, however, support informal advocates and magnify their influence:
- Identify employees who have informal influence.
- Communicate to keep them well-informed so that they have the facts when talking with their peers.
- Give them a chance to spread their positive influence by inviting them to do more cross-functional work.
Invite these informal advocates to serve on committees or teams identifying and working on future projects, bringing their experience and conviction from earlier deployments to new areas.
The Bottom Line
While much of the classic cash management wisdom remains valid, people’s emotional response to technological advances (especially AI,) has added complexity to the challenge for leaders.
For most in the construction industry, the real goal is no longer to get through the next technology initiative, but rather to develop an agile and resilient workforce. Equipped workers embrace change with confidence and a positive attitude. Transparency in handling funds, involvement of leaders at all levels, proactive training for impacted employees and support for informal advocates are all important considerations for achieving the full potential of today’s technology – which depends on a successful partnership between humans and machines.
About the Author and Editor:
Author, Mark Marone, PhD. is the director of research and thought leadership for Dale Carnegie and Associates where he is responsible for ongoing research into current issues facing leaders, employees and organizations world-wide. He has written frequently on various topics including leadership, the employee/customer experience and sales. Mark can be reached at mark.marone@dalecarnegie.com
Editor, Robert Graves, MBA, is a Dale Carnegie Certified Trainer for Rick Gallegos and Associates. His focus is Sales Leadership and Customer Service. He is the author of “Making More Money with Technology.” He often writes on the evolution of Marketing and Sales. Robert can be reached at robert.graves@dalecarnegie.com
About Dale Carnegie:
Dale Carnegie is a global training and development organization specializing in leadership, communication, human relations and sales training solutions. More than 9 million people around the world have graduated from Dale Carnegie training since it was founded in 1912. Through franchises in over 90 countries and in all 50 states, Dale Carnegie’s mission is to empower organizations to create enthusiastic and engaged workforces by fostering confidence, positivity, and productive, trust-based relationships.
