Boosting AI literacy for professional communication

New Straits Times

2 days ago

THE British Council is strengthening its corporate training strategy across the Asia-Pacific region to address the growing impact of artificial intelligence (AI) on workplace communication. According to David Neufeld, Corporate English Solutions (CES) Sales Head for the region, professionals are increasingly relying on AI-generated writing without adequate review, which can result in issues with clarity, relevance and factual accuracy.
"We are not training people how to use AI. Rather, we are trying to help them with what AI outputs, to be better business communicators," said Neufeld.
He noted that many corporate clients, particularly in the banking, financial services and insurance sectors, now have internal AI tools. However, employees often forward AI-generated content without editing, even when it contains grammatical errors or irrelevant details. This overreliance, Neufeld warned, creates a risk of miscommunication in high-stakes situations.
The British Council, he explained, trains professionals to assess, refine and apply AI-generated content using structured frameworks designed for the workplace. These frameworks provide support in areas such as business writing, interpersonal communication, influencing, and trust-building techniques.
"We want participants to think critically about what AI produces. Is it accurate? Is it appropriate for the audience? Can it stand up to scrutiny?" Neufeld added. He emphasised that professionals must also learn to navigate AI's limitations, including outdated data, hallucinations and factual inaccuracies—particularly when handling sensitive or time-critical communication.
At the British Council's Lunch and Learn 2025 session held on 10 July, participants were introduced to three targeted training modules aimed at building communication confidence in AI-assisted environments. The first session taught participants how to use the Point, Reason, Example, Point (PREP) structure to organise AI-generated text into persuasive messages. The second focused on negotiation skills, using frameworks such as Best Alternative to a Negotiated Agreement (BATNA), Bottom Line, and Most Desirable Outcome, with AI used to simulate role plays.
The final session applied the British Council's six Cs—clear, correct, concise, coherent, complete and courteous—to improve clarity and tone in AI-written content. Neufeld said these frameworks help participants keep human judgement at the centre of communication. "AI is useful for drafting and simulating ideas, but humans must still decide what to say, how to say it, and whether it's appropriate," he said.
British Council CES operates on a business-to-organisation model and delivers training to clients in the corporate, government and education sectors. Malaysia and Singapore are currently two of its largest markets in Southeast Asia, although demand in Thailand, Vietnam and Indonesia is on the rise. Neufeld, who has lived in Malaysia since 2010, began his tenure with the British Council as a corporate trainer and now leads CES across the Asia-Pacific region. He said demand for AI-related training has grown steadily over the past two years, as organisations race to integrate generative tools into their operations.
The British Council's observations align with broader trends among learning and development (L&D) teams in the region. AI is increasingly being used to create personalised assessments, enhance learner engagement, automate feedback, and deliver training at scale across multiple locations.
However, the British Council cautions that challenges remain. Neufeld said the absence of clear organisational policies, ethical concerns, and a loss of the human touch in communication are among the top risks raised by clients. "Some worry AI might replace certain roles; others are concerned about bias, or using inaccurate data that goes unchallenged," he said.
To adapt, the British Council is placing greater emphasis on developing communication fundamentals and soft skills with its corporate clients. According to Neufeld, these include active listening, clarity in messaging, critical thinking, emotional intelligence, and the ability to adapt tone to suit the audience and situation. The British Council has also identified creativity, time management and conflict resolution as vital skills for navigating increasingly complex and fast-changing workplaces. These areas are integrated into CES training programmes, alongside language competency and task-based communication models.
Looking ahead, the British Council anticipates broader workplace transformation over the next five to ten years, with AI serving as a central driver. Shifts in job roles, workforce composition, economic uncertainty, and rising expectations around employee well-being are all contributing to a new approach to learning. Neufeld said the British Council's corporate clients are also becoming more conscious of the reputational risks posed by poor communication. "A bad message can hurt trust. Whether written by a person or a machine, it still reflects your brand," he said.
In response, British Council Malaysia has incorporated more digital tools into its delivery model while maintaining interactive and context-based learning. Clients are increasingly requesting hybrid solutions that combine face-to-face workshops with online modules and follow-up coaching.
The British Council has stated that its role is not to replace corporate L&D teams, but to support them in ensuring communication remains a core skill in the age of automation. "Even with AI doing the heavy lifting in some areas, we still need people who can lead with empathy, explain ideas clearly, and respond in real time," said Neufeld.
The British Council is the United Kingdom's international organisation for cultural relations and educational opportunities, providing services in English language education, examinations, arts and cultural exchange. Founded in 1934 and present in over 100 countries, the British Council builds lasting trust and cooperation through language, culture and global partnerships. Now in its 90th year, the organisation continues to evolve, helping individuals and institutions around the world connect, learn and collaborate with the UK to foster peace, prosperity and shared progress.