High tech and high touch: commentary on the unscripted future and service-learning
Article Type: Commentaries From: International Journal of Organizational Analysis, Volume 17, Issue 1
As a leadership consultant and as a former Mayor of Kansas City, Missouri(1999-2007), I’ve had the opportunity to both observe and personally experience the value of service-learning. I also know that in this new age the“old rules” don’t necessarily apply. Around the world, we are not only facing an unscripted future, we are living in an unscripted present.
As a result, it is imperative that there be a balanced integration between“high tech” and “high touch.” Current technological advances are enabling people to “long distance” their connections with others, whether it be the workplace or play. Yet, as humans, “high touch” is also an essential ingredient in creating a sense of community with others to enable society to progress.
Service-learning provides a unique blend of approaches which on the one hand can take advantage of twenty-first century innovations and technological advances while at the same time focus on personal interactions which often are uniquely instructive and meaningful.
As an activist over the past several decades, I’ve seen the old “silos”in the community become increasingly dysfunctional. It used to be that there were clearly defined sectors such as business, philanthropy, social science,labor, and government, each operating relatively autonomously. Today, there is an increasing recognition that inter-sector communication is essential to dealing with the current challenges we face. This cross-fertilization of creativity and problem-solving is facilitated through the use of “high tech” including the internet, cell phones, texting, YouTube, blogs, wikis,social networking sites, online learning technologies, web casting, and a myriad of other applications.
These technological advances provide opportunities to build relationships with people around the world, to learn about one another as individuals, our countries and customs. As a result, an entirely new dimension of service-learning has been added to its repertoire.
But what about “high touch”? Will face-to-face communication become less important in the future? Will service-learning as we’ve known it become less relevant? To the contrary. To provide the necessary balance between “high tech” and “high touch”, a fresh understanding of interpersonal communication is necessary.
Because I believe so strongly in the interwoven relationship between service-learning and leadership development, I’m particularly intrigued by the perspective of Dr Edgar H. Schein. A recognized leader in the field, he describes the three “leadership competencies” he believes will be essential in the future. He states that “an effective leader should think like an anthropologist, have the skills of a family therapist, and cultivate and trust artistic instincts” (Schein, 2006, pp. 257-64). These competencies are indeed “high touch” in nature.
As I think back on my experiences as a community organizer and then as Mayor,it is through active engagement in the community that one is able to actually experience the importance of learning about the backgrounds of those with whom you’re interacting (“think like an anthropologist”). It is equally important to perceive and deal with the agendas of each individual engaged in a neighborhood dispute (“skills of a family therapist”). And, artists typically think “outside the box”, trust their intuition, and are in touch with their emotions. The classroom too often excludes these skills. Yet, service-learning provides ample opportunities to move beyond the intellectual and engage the whole person in developing a full range of leadership competencies.
It is clear that as we continue to accelerate into this global, technological interconnectedness, and increasingly unscripted age, the skills and dispositions gained from service-learning are increasingly relevant. Demonstrating strong interpersonal skills in technology-enhanced communications, as well as face to face, is paramount to the success of any partnership or agreement. Gaining a sense of how others might feel and experience life is vital given the wide range of contacts over time, space, and distance that is available with technology. Creatively addressing problems and issues while honoring personhood and individuality of those involved are necessities.
As we now enter the “unscripted present” as well as the unscripted future, the challenge is clear. New insights and approaches are necessary to prepare individuals to reach their potential. Service-learning provides a unique and dramatic pathway to that future.
Kay W. BarnesPark University, Kanas Missouri, Missouri, USA
About the author
Kay W. Barnes is Distinguished Professor of Public Service and the Founding Director of the Center for Leadership in the Hauptmann School for Public Affairs at Park University. Previously she served as the first woman mayor of Kansas City, MO, serving two terms from 1999 to 2007. As Mayor she is credited with revitalizing downtown Kansas City with a $4.5 billion effort that involved private and public partnerships. She served on the national advisory board of the US Conference of Mayors, is a former board member of the National Association of Counties, and serves on the board of American Humanics. She earned her MS degree in Secondary Education and the MPA degree from the University of Missouri-Kansas City. Kay W. Barnes can be contacted at: kaywbarnes@yahoo.com
