Universal Technical Institute Houston

Claude Toland

Human Interaction Champion

Dr. Claude Toland commenced his professional journey at AT&T as a senior operations manager before moving to the field of education. Contributing significant transformations through technology, he joined DeVry University and established many academic coaching programs to support the institution's growth. An avid leader in the education sector, Dr. Toland further moved to Universal Technical Institute in Houston, TX, where he guides the education management systems toward providing advanced learning. He also serves as an associate professor in a lead faculty status at the University of Phoenix in the College of Business and Information Technology.

Over the past 10 to 20 years, there has been a noticeable shift in how people communicate. As a Director of Education and an instructor in an online classroom for over 25 years, I have observed that many students—and even some staff—are increasingly uncomfortable with face-to-face conversation. Instead, communication has become dominated by digital platforms such as text messaging and social media. This shift raises an important concern: while technology has made communication faster and more convenient, it has also diminished the quality of in-person interactions. This article argues that the growing dependence on digital communication is weakening individuals’ ability to engage in meaningful, face-to-face conversations, ultimately eroding essential interpersonal skills.

One of the clearest indicators of this change is the way people now rely on social media to conduct everyday interactions. Welch (2025) notes that people not only maintain friendships online but even handle deeply personal situations, such as ending relationships, through digital platforms. This reliance on technology suggests that many individuals may be losing confidence in their ability to communicate directly. Welch further highlights that social media is “taking over our conversations,” implying that traditional forms of communication are being replaced rather than supplemented. This shift is not merely a change in tools; it represents a transformation in how people connect, often sacrificing depth and authenticity for convenience.

"Technology may increase the quantity of interactions, but it does not necessarily improve their quality."

In addition to altering communication habits, excessive use of technology appears to be affecting cognitive and social abilities. Welch (2025) references the concept of “digital dementia,” a term used by communication expert Ariel Ghinga to describe how constant digital engagement may reduce attention spans and hinder the ability to focus. When people are accustomed to short, rapid interactions online, they may struggle with extended, meaningful conversations in person. This decline in attention and engagement makes it more difficult to listen actively, interpret nonverbal cues and respond thoughtfully—skills that are essential for effective communication.

The broader societal impact of this shift is evident in everyday environments. Jory (2013) emphasizes that the decline in human interaction is increasingly visible in public spaces such as restaurants, classrooms, workplaces and public transportation, where individuals are often absorbed in their devices rather than interacting with those around them. This observation aligns with common experiences: walking through a hallway, offering a greeting and receiving no response because the other person is focused on their phone. These small yet frequent interactions illustrate how digital distractions can erode basic social norms and reduce opportunities for spontaneous conversation.

Furthermore, overreliance on digital communication can fundamentally change the nature of relationships. Suttie (2015) explains that when individuals “hide behind their keyboards,” they risk losing the ability to engage in deeper, more spontaneous conversations. In face-to-face interactions, people must think quickly, read emotions and respond authentically—skills that are often bypassed in digital communication, where responses can be edited, delayed, or avoided altogether. As a result, relationships may become more superficial, lacking the depth and emotional connection that in-person communication fosters.

However, it is important to acknowledge that technology is not inherently negative. Many argue that digital platforms enhance communication by allowing people to stay connected across long distances and maintain relationships that would otherwise be difficult to sustain. While this is true, the convenience of technology often comes at the expense of meaningful interaction. Digital communication may increase the quantity of interactions, but it does not necessarily improve their quality. Without intentional effort, individuals may default to easier, less personal forms of communication, further diminishing their ability to engage faceto-face.

Given these challenges, it is essential to consider the long-term implications of declining conversational skills. If current trends continue, future generations may struggle to develop the interpersonal abilities necessary for personal and professional success. Effective communication is critical in areas such as teamwork, leadership, conflict resolution and relationship building. Without strong faceto-face communication skills, individuals may find it increasingly difficult to navigate these aspects of life.

In conclusion, the rise of digital technology has undoubtedly transformed the way people communicate, offering unprecedented convenience and connectivity. However, this shift has also contributed to the decline of meaningful, in-person conversation. Evidence from both research and everyday observation suggests that overdependence on technology is weakening essential interpersonal skills, reducing attention spans and altering the way individuals form and maintain relationships. To preserve the art of conversation, individuals must make a conscious effort to balance digital communication with face-to-face interaction. By doing so, we can ensure that technology enhances—rather than replaces—the human connections that are vital to our personal and social well-being.