The Hardest ‘Soft’ Skills: Why Communication and Emotional Intelligence Drive NHS IT Success
Myself and and Kara Smart recently sat down with Agata Gawlik to explore something often undervalued in NHS clinical system delivery: the human element. With over 22 years in and around the NHS - including six focused on IT programme delivery - Agata’s key message was clear: soft skills aren’t optional, they’re essential.
From stakeholder trust to crisis management, it’s not just technical expertise that determines success. It’s emotional intelligence, communication, and the ability to work with people.
The Difference Soft Skills Make
Agata believes the real driver of success in delivery is communication. That starts early - especially when inheriting a team:
“If you inherit a team, then you definitely need to work on getting to know individuals enough. There’s always that balance, right - life is an art form. It shifts, it moves.”
Drawing on neuroscience, she quickly assesses how different people process information and respond to pressure:
“Are you analytical? Conceptual? Do you need more direction or autonomy? That’s not about coaching. It’s about getting things delivered, by understanding how people function.”
When this doesn’t happen, risks creep in:
“I’ve seen it many times. Instead of honest conversations, fake timelines are given. No one feels safe enough to challenge it. Then the project is delayed - predictably.”
Translating Across Teams
Agata highlights that communication isn’t one-size-fits-all. Clinical, technical, and programme teams all speak different ‘languages’:
"Clinical teams want facts. Technical teams want space to brainstorm. My job is to listen, understand, and translate between those worlds - into something human and clear."
This kind of translation work builds unity and trust across disciplines, and ultimately keeps the project moving.
Real Influence, Not Just Job Titles
Agata is also clear that influence doesn’t come from titles, but presence:
"I’ve seen people with no authority lead by asking good questions. When you show up with real curiosity, people listen."
Sometimes, it’s not about being the loudest voice - but having the right person in the room at the right time.
What If My Team Isn’t There Yet?
If you’re sensing a communication gap, Agata suggests dropping the term "soft skills" entirely:
“Ask - do you understand how to influence people? If not, bring in someone who does - even short-term.”
Where that’s not possible, start simple. Have honest 1:1s. Ask what people really need to do their job well. Emotional safety isn’t fluffy - it’s foundational.
People First, Always
We ended by talking about the future - and the role of data and AI in NHS delivery:
"We already have so many answers in our data. But until we understand the people behind the numbers, AI won’t help us much. People first. Then technology."
