As AI accelerates the pace of work across the tech industry, many leaders are discovering a hard truth: Technology may be evolving faster than ever, but human communication is not. In this Q&A, Michael Ćaćić-Escalera, director of Pax8 Academy, EMEA, examines why frameworks like Surrounded by Idiots are gaining renewed relevance in an agentic era—where misaligned communication styles, not technical limitations, often create the biggest bottlenecks.
From practical, everyday uses of AI to a clear line on where automation should stop, the conversation makes a compelling case that effective communication is now a defining leadership skill and a true competitive advantage.
These ideas will take center stage in the upcoming session, “AI Won’t Fix This: The Human Skill Leaders Can’t Ignore,” by Ćaćić-Escalera at the GTIA DACH Community Forum, 28 April in Munich, where leaders will explore how clarity, adaptability, and self-awareness can cut through overwhelm and help teams perform at their best in a rapidly changing world.
How does Thomas Erikson's Surrounded by Idiots concept relate to AI and the tech workforce?-1.png?width=151&height=225&name=image%20(17)-1.png)
In the IT industry, we invest a lot of time optimizing systems, but we rarely optimize our communication. The framework in Surrounded by Idiots is incredibly relevant right now because AI is accelerating everything (pace of change, decision-making, outcomes), but communication between humans is not keeping up. Within an MSP, I have witnessed how technicians, sales managers and business leaders process information and communicate very differently. If we don’t understand those behavioral differences, then pushing AI usage, faster processes and automation will increase problems instead of reducing them.
Do you use AI? How do you use it, and what would you NOT want to use it for?
Yes, daily! I use it to test ideas, refine my written communication, structure thoughts and improve overall efficiency. In the last week it has helped me design 2 brand-new job descriptions, create an HR document for signature, compose a 360-feedback request then analyze the results and much more. AI tools are like having a good sparring partner. However, I do not use AI to replace the human elements we desperately need in the workplace, such as coaching conversations or difficult discussions. Those moments require emotional intelligence, human presence and discernment.
Your session title is "AI Won’t Fix This: The Human Skill Leaders Can’t Ignore.” What is the one human skill that leaders shouldn’t ignore?
Communication. Specifically, effective communication. The ability to adjust how you deliver a message based on who’s receiving it. Many leaders assume being direct equals being effective, but what feels normal to you might feel overwhelming, rude or vague to someone else. The best leaders become students of communication and learn how to deliver clarity. They seek to understand different behavioral styles and adapt without compromising standards. In this new agentic era, flexibility becomes a real competitive advantage, and clarity will help replace confusion.
What’s the biggest challenge team and business leaders face today and how should they tackle that challenge?
Overwhelm. I spend a lot of time on calls with executives and business leaders from Colorado to Copenhagen and Las Vegas to London. The story I hear repeatedly is that the current pace of change is relentless and hard to keep up with. Leaders need to make decisions faster and with more uncertainty than ever before. The temptation for them is to double-down and push harder but I believe a better solution is found in alignment that is rooted in effective communication. When leaders and team members understand each other’s communication styles and motivation factors, friction drops and execution improves. It’s not a magic pill that solves everything, but leaders who invest time in self-awareness and learning effective communication can multiply their efficiency and impact.
What advice do you have for business leaders to be better communicators?
First, believe in positive intent. Most conflict isn’t incompetence, it’s misinterpretation. Second, diagnose before you debate. If a conversation feels tense, ask yourself: Am I adapting to this person’s communication style, or just repeating my own? Third, remember that how something is perceived matters just as much as what was said. Communication isn’t about being right … it’s about mutual understanding. Leaders who master that distinction will empower stronger, more resilient teams who are ready to take on today’s challenges and future ones as well.
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