Rachel Bolton is a leadership development executive, certified coach, and keynote speaker with more than 20 years of experience helping organizations elevate talent and build strong leadership pipelines. She has held leadership roles at companies including Home Depot, Wesco, and Stanley Black & Decker, where she designed programs that drive measurable business impact. Rachel specializes in leadership development, executive coaching, and facilitation for organizations seeking to strengthen their people and culture. Through her work, she helps leaders at every level, from frontline managers to C-suite executives, develop the tools, mindset, and communication skills needed to lead effectively in a rapidly evolving workplace shaped by AI and changing workforce expectations.
Nolan Hout, Senior Vice President, Growth, Infopro Learning
Nolan Hout is the growth leader and host of this podcast. He has over a decade of experience in the Learning & Development (L&D) industry, helping global organizations unlock the potential of their workforce. Nolan is results-driven, investing most of his time in finding ways to identify and improve the performance of learning programs through the lens of return on investment. He is passionate about networking with people in the learning and training community. He is also an avid outdoorsman and fly fisherman, spending most of his free time on rivers across the Pacific Northwest.
In this episode, Nolan speaks with leadership development expert Rachel Bolton about the rise of “power skills” in the AI era. They explore how empathy, adaptability, and communication are becoming essential leadership capabilities as technology reshapes work and employee expectations.
- Why we’ve entered the “power skills era” and why so-called soft skills are some of the most critical capabilities for modern leaders.
- How AI is automating routine work and shifting leadership focus toward human-centered skills.
- Why communication, empathy and adaptability are becoming critical capabilities for modern leaders.
- How AI can assist leaders with analysis and efficiency without replacing human judgment.
- Why over-reliance on AI risks removing human connection from leadership and communication.
- How organizations can balance technology with people-centered leadership development.
- Why future leaders must adapt their leadership style as AI changes how work gets executed.
- How feedback cultures help organizations support younger generations entering the workforce.
- Why effective leadership development still depends on human interaction—not just digital learning.
AI can diagnose performance, but humans develop performance. It still takes people to develop people.
Author, Speaker & Executive Coach at Career Craft by Rachel
Introduction
Nolan: Hello everyone and welcome to the Learning and Development podcast sponsored by Infopro Learning. As always, I’m your host, Nolan Hout.
Joining me today is a very special guest, Rachel Bolton. Rachel is a leadership development executive and certified coach who is passionate about elevating talent, building strong leadership pipelines, and designing programs that drive measurable impact. We’re not checking boxes, we’re changing business.
With over 20 years of experience, Rachel has led teams at organizations we know well, including Wesco and Stanley Black & Decker. She applies that knowledge to every client she works with, large or small. She’s also a keynote speaker at conferences around the world and facilitates leadership programs as well.
If you’re looking for someone to speak on leadership or development topics, reach out to Rachel—she’s your person.
With that, I want to meet our guest instead of just talking about her. Rachel, welcome to the podcast. We’re happy to have you.
Rachel’s Career Journey into Leadership Development
Rachel: Thank you, Nolan. I love that intro. You make me sound so important and special.
Nolan: Let’s talk about your history and how you got to where you are today. You’re a senior executive and thought leader now, but where were the humble beginnings?
Rachel: Let’s start from the beginning. I’m originally from Jacksonville, Florida. My parents were executive director level and above. My dad worked at BellSouth, which is now AT&T, and my mom worked at Blue Cross Blue Shield.
Growing up, I saw my parents succeed and thought, “I want to do what they do.” My aunt became a vice president, and my mom became a vice president, so I thought, “Okay, I want to be a vice president somewhere.”
Even as a little girl, I knew I wanted to work in business and become a leader like my parents.
Discovering a Passion for Training and Coaching
Rachel: Like many people, I started with early jobs. I worked at Chili’s and a car dealership. Eventually I found myself in my early twenties at an organization called Interline Brands, now Home Depot Pro.
I worked in a call center selling catalogs. People called in and I placed orders while building a book of business. That’s where my passion for training and helping others developed. I had leaders who recognized that in me and encouraged me toward training roles. That eventually moved me to Home Depot corporate in Atlanta where I became a master trainer.
Later I moved into leadership development work at Wesco. That’s when I truly got bit by the bug. I love helping leaders—from frontline managers to C-suite executives. No matter the level, everyone benefits from having tools that help them lead better.
Discovering Motivation to Help Others
Nolan: Some people get into L&D because they had a terrible training experience. Others had a mentor who changed their life. What was it for you?
Rachel: It happened naturally. Back in the call center, I would turn around and share tips with teammates—how I sold something or overcame an objection. I kept getting in trouble for helping everyone around me. Eventually I realized there was a job where helping people succeed was the entire role.
The Rise of Power Skills in the AI Era
Nolan: Today we’re talking about the power skills era and how AI is transforming leadership and feedback culture. Where should we start?
Rachel: Let’s start with soft skills, what I call power skills.
Someone recently commented on my newsletter saying, “Why do we call them soft skills? They’re not soft at all.” I agree.
With AI automating routine tasks, the skills that will matter most are empathy, communication, and adaptability. AI can write papers, create presentations, and generate formulas. But AI can’t read the room during a meeting. It can’t interpret body language. It can’t shift communication based on audience dynamics. Humans still need to deliver those things.
Adaptability and Leadership in an Automated World
Rachel: Adaptability is critical. AI isn’t replacing leaders—it’s revealing the quality of leadership within them. Leaders who rely on control-based leadership models will struggle as automation replaces tasks their teams once handled.
Leadership will need to shift toward connection and relationship-based approaches.
Nolan: I see another side of adaptability too. Leaders might start executing more work themselves because AI makes execution easier. Strategy and execution might merge more closely.
Rachel: Exactly. Adaptability is the ability to pivot quickly in real time. Organizations that embrace it will move faster and gain competitive advantages.
Communication Challenges in the Age of AI
Rachel: Communication is another power skill. Some AI systems are designed to affirm and agree with you. If leaders simply copy and paste AI-generated responses into emails, their authentic voice disappears. Leaders need strong storytelling, emotional intelligence, and influence skills.
Nolan: AI can create huge amounts of content. Sometimes too much. I’ve seen people generate 80-page documents that no one reads.
Rachel: Exactly. Then someone else summarizes it with AI. Now two AIs are communicating while humans are removed from the process.
Using AI Wisely Without Losing Human Connection
Rachel: Leaders who succeed will use AI to analyze patterns and reduce administrative tasks—not to replace human interaction. I’ve seen people paste emails into AI and ask it to draft a reply to their boss. Sometimes it’s easier just to write the email yourself.
Nolan: Everyone goes through a maturity curve learning when AI actually helps.
The Limits of AI in Developing Human Skills
Nolan: Some platforms claim they can map skill gaps and automatically assign training to fix them.
Rachel: Training alone doesn’t change behavior. Real development happens when people practice skills in real situations and discuss them with others. AI can assign courses, but people develop people.
Understanding Empathy in Leadership
Rachel: Empathy is another key power skill, though many leaders dislike the word. Instead of saying “lead with empathy,” I say, “seek understanding.”
When leaders understand where someone is coming from, they naturally demonstrate empathy.
Rachel: I have two young children. When my child cries because a toy is missing, I have to imagine how that feels from her perspective. That’s empathy—understanding someone else’s experience.
Generational Shifts in Leadership Expectations
Rachel: Gen Z expects leaders to show understanding and connection. If organizations rely on outdated command-and-control leadership models, engagement and retention will suffer. People want to feel respected, heard, and valued.
Nolan: Sometimes I wonder whether this is just the natural evolution of humanity rather than a generational difference.
Rachel: That’s fair. Human awareness and expectations continue to evolve.
Building a Feedback Culture
Rachel: Organizations that build strong feedback cultures will succeed with younger generations. Employees want frequent feedback—not just annual reviews.
Nolan: Interesting research shows people respond better to “advice” than “feedback.” The word feedback often feels negative.
Rachel: I call feedback the “F-word.” Instead of saying “I have feedback,” I say: “I’d like to share something and get your thoughts.” That reframing makes conversations easier.
Closing Thoughts
Rachel: Feedback is like telling someone they have pepper in their teeth. It might feel uncomfortable in the moment, but it’s a gift in the long run.
Nolan: Rachel, thank you for joining us today. This conversation was fantastic.
Rachel: Thank you for having me. Anyone can reach out to me on LinkedIn for facilitation or workshop support. I love this work and would be happy to help.
Nolan: We’ll definitely have you back again. Thanks for joining us.
Rachel: Looking forward to it. See you next time.
