Sometime last week, I had an incredible opportunity to listen to Dr. Tabani Moyo, the Regional Director at the Media Institute for Southern Africa (MISA) and a Member of the African Union Working Group on AI. Contrary to what many speakers would say, Dr. Moyo urged civic leaders in the room to deploy AI on a full scale. While paying attention to the ethical considerations, he urged us to have no hesitation in using this great tool in our hands.

His presentation triggered some thoughts in me on

what this means in the revolution of communication for civic leaders in the age of AI and automation. What will set the best of us apart in the world of robots? I share here some reflections.

 

Sometime last month, I spent time trying to set up one of our projects on Google for Non-Profits. I did this while travelling from one country to another. As a result, the Google algorithm was convinced that I was a robot, so it started blocking all my accounts. I was so frustrated and started demanding that I speak to a human being instead of the chatbot. It was a struggle, but ultimately, I managed to get through to a human being. It was such a relief. And as soon as I connected with a human being, my life returned to normal, and my problems were solved.

But I learnt something. In this world of AI, nothing beats the touch and embrace of humanity. We hear every day that AI will change everything. That is true. It is changing everything. And that is both a challenge and an opportunity. But the real opportunity that will set us apart as leaders is becoming human again in a sea of robots. That will be a game changer. Jim Collins calls this, ‘Preserve core, stimulate progress.’ Humanity in leadership remains our core.

Have you received an email, which, as you read it, sounded like it was AI-generated? How did you feel? I feel undervalued and disconnected. Last year, after NANGO awarded me the Director of the Year Award, I received so many congratulatory messages. It was striking that even people I know in real life to be short and precise, send me long congratulatory messages. And these messages sounded the same. That is because they were AI-generated. But most messages were authentic and warm. And because these messages came from people I know, I could tell who sent this message even before reading the name of the sender. I connected with them.

In his 21 Irrefutable Laws of Leadership, John C. Maxwell teaches the Law of Connection. In this law, he says, ‘Leaders touch a heart before they ask for a hand.’

Communication is the primary way we connect. Inasmuch as our world moves fast and our leadership evolves with time, the law of connection remains valid. In the fable Makinga, African author Chi Chiazzo teaches, ‘Human hearts are like fish in rich waters. To catch one, you have to bait your own heart. Catch a heart with a heart.’ I believe that is a supreme law of connecting with warmth and authenticity.

Every day, as leaders, we are called to connect with the heart. I need not mention that using AI in your everyday messaging reduces dramatically your capacity to connect with authenticity. But that is obvious.

What is not obvious is that even before AI, there is a language that communicates ‘disconnection’. This language, used by many organisations as part of acceptable business etiquette, has over the years become very impersonal, impeding our capacity to connect in communication. I recall having a problem with my internet service provider, trying to get help through one of the call centres. Times without number, I had to ask the person on the other side, ‘Am I speaking to a real person?’ ‘Yes, I am a real person, sir.’  You really sound like a robot. I did not say those words. At least not with my mouth.

Below are some of the common phrases in conventional communication etiquette that we need to avoid. Next to them, I put some alternatives to consider.

  1. Conventional Phrase – “I appreciate your feedback.”
Alternative: “Thank you for sharing your thoughts with me! Especially the point you emphasised on… It really makes a difference.”
The alternative feels more personal and engaging, acknowledging the other person’s contribution rather than just expressing appreciation. Getting into the specific aspects of the feedback shows you are not operating in ‘automatism’ but you are paying attention.’
  2. Conventional Phrase – “Thank you for your understanding.”
Alternative: “I understand where you’re coming from, and I appreciate your patience as we work through this.”
Why it works better: This alternative shows empathy and acknowledges the other person’s feelings, creating a more genuine connection.
  3. Conventional Phrase – “We value your business.”
Alternative: “I really like your perspective on this. Especially where you say…. That could be a game changer for us. Thanks for sharing.”
Why it works better: The alternative makes it clear that you appreciate the individual’s input, fostering a sense of collaboration and respect. Again, being specific sets you apart and shows you are paying attention.
  4. Conventional Phrase: “I apologise for any inconvenience caused.”
Alternative: “I know this will mess your timelines for the project. I am sorry to do this. But I hope you will appreciate my efforts. I will do my best to make it up to you. Thanks for being patient with me.” 
Why it works better: This alternative combines an apology with gratitude, making it more relatable and showing acknowledgment of the other person’s experience. It is also specific to the issue being addressed, with a bit less formality.
  5. Conventional Phrase: “I look forward to your response.”
Alternative: “I’m excited to hear your thoughts on this!”
Why it works better: The alternative expresses enthusiasm, making the interaction feel more dynamic and inviting.

We must deploy AI full scale, ethically and responsibly, without losing authenticity and connection. Most importantly, we must always deploy our humanity on a full scale without becoming chatbots in the way we communicate. While AI can enhance efficiency, the essence of leadership lies in authentic communication and emotional intelligence.