Perceptions on how working structures have impacted soft-skills and communication styles among office workers in Ireland: A qualitative study

Edghill, Gillian (2025) Perceptions on how working structures have impacted soft-skills and communication styles among office workers in Ireland: A qualitative study. Masters thesis, Dublin, National College of Ireland.

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Abstract

This project examines how changes in remote and hybrid work models have influenced the perception of soft skills, with a specific focus on communication in the professional workplace in Ireland. The COVID-19 pandemic accelerated a structural shift in how employees interact, collaborate, and maintain professional relationships. While digital tools have enabled new forms of accessibility and task management, they have also reshaped the emotional and interpersonal dimensions of professional life as interview participants highlighted that digital tools can lead to issues with understanding their colleagues and increase the risk of miscommunication or misinterpretation.

Through qualitative research, including semi-structured interviews and thematic analysis, this study captured the lived experiences of employees navigating post-pandemic work transitions, using interviews with professionals across sectors who experienced shifts from remote to hybrid or in-person environments. The analysis identified five key themes: the evolution of communication methods, the erosion of informal workplace interactions, the burden of emotional labour, generational and cultural differences in communication norms, and the need for structured support in soft skill development. Findings indicate that while technological platforms have allowed for flexible collaboration, they have also disrupted relational dynamics by removing spontaneity, obscuring tone, and reducing opportunities for learning in social and informal scenarios.

This research highlights the growing distance between the recognised importance of soft skills and the limited organisational investment in their development.

Item Type:	Thesis (Masters)
Supervisors:	Name Email Mothersill, David UNSPECIFIED
Subjects:	H Social Sciences > Economics > Business H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Hours of Labour > Flexible work arrangements H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Business Communication > Internal Communication
Divisions:	School of Business (- 2025) > Master of Business Administration
Depositing User:	Tamara Malone
Date Deposited:	12 Jan 2026 18:29
Last Modified:	12 Jan 2026 18:29
URI:	https://norma.ncirl.ie/id/eprint/9095

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