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The core skills needed by customer-facing workers are based on working & learning out loud, which create knowledge artifacts that can be shared. Collaborative skills get work done, but even more importantly today, cooperative skills connect people by building trust. Cooperation creates the bonds that can enable knowledge to flow between markets and companies, through a multitude of human relationships. The challenge for organizations is to let go of control so that employees and customers can cooperate. The challenge for individuals is let go of control so they are open to learning. Learning is making connections, and so is working in the network era.
Via Kenneth Mikkelsen
Complexity is not going to go away, but developing the skills necessary to deal with it is the frontier of future learning.