Leadership

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• Leadership
• Communication

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PROBLEM IN COMMUNICATION

• The single biggest problem in communication is
  the illusion it has taken place.
• George Bernard Shaw

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• LACK OF SENDING AND RECEIVING
  DIRECTIONS

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Communication
A process by which information and understanding
are transferred between a sender and a receiver
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Communication Goals
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Ex. 9.1 A Basic Model of the Communication Process
Potential noise and distortion
Leader encodes message
Receiver decodes message
Channel
Return message encoded and sent
Feedback Loop
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Barriers to communication

• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Cultural differences
• Poor listening skills
• Use of jargon
• Distractions

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Ex. 9.2 The Leader as Communication Champion
Purpose Directed Direct attention to
vision/values, desired outcomes use persuasion
Leader as Communication Champion
Strategic Conversation Open climate
Listening Discernment Dialogue
Internal and external sources
Methods Use rich channels Stories and
metaphors Informal communication
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Ex. 9.3 Why Open the Communication Channels?

• An open climate is essential for cascading
  vision, and cascading is essential because
• Natural
  Law 1
• You Get What You talk about
• A vision must have ample air time in an
  organization. A vision must be shared and
  practiced by leaders at every opportunity.

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Natural Law 2

• The Climate of an Organization is a
• Reflection of the Leader
• A leader who doesnt embody the vision and values
  doesnt have an organization that does.

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Natural Law 3

• You Cant Walk Faster Than One Step at a Time
• A vision is neither understood nor accepted
  overnight. Communicating must be built into
  continuous, daily interaction so that over time
  followers will internalize it.

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Open Communication

• Asking questions
• Leader-centered
• Follower-centered
• Listening
• Engaged listening

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Ex. 9.4 Ten Keys to Effective Listening
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Ex. 9.4 (contd.)
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Open Communication

• Discernment
• Listening in which a leader detects
  unarticulated messages hidden blow the surface of
  spoken interaction.
• Dialogue
• Active sharing and listening in which people
  explore common ground and grow to understand each
  other and share a world view.

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Ex. 9.5 Dialogue and Discussion The Differences
Conversation
Lack of understanding, disagreement, divergent
points of view, evaluate others
Dialogue
Discussion
Reveal feelings Explore assumptions Suspend
convictions Build common ground
State positions Advocate convictions Convince
others Build oppositions
Result
Result
Short-term resolution Agreement by
logic Opposition beaten down Mind-sets held onto
Long-term, innovative solutions Unified
group Shared meaning Transformed mind-sets
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Communication Champion

• Establish credibility
• Build goals on common ground
• Make your position compelling to others
• Connect emotionally

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Communication Apprehension

• An individuals level of fear or anxiety
  associated with either real or anticipated
  communication with another person or persons.

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Forms of Communications
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Formal Communication Strategy

• Who Source/Audience
• What Content
• When Delivery Effective Date
• Where Impacts/Contacts/Additional Information

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Ex. 9.6 A Continuum of Channel Richness
Electronic mail, IM, Web, intranet
Face-to-face verbal
Formal report
Disadvantages Impersonal One-way Slow feedback
Advantages Personal Two-way Fast feedback
High channel richness
Low channel richness
Disadvantages No record Spontaneous Dissemination
hard
Advantages Provides record Premeditated Easily
disseminated
Memos, letters
Telephone
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Effective Use of Electronic Communication Channels

• Combine high-tech with high-touch
• Consider the circumstances
• Read twice before you hit the send button
• Know what is off limits

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Ex. 9.7 Dos and Donts of Electronic Mail
(abridged)

• Do
• Use e-mail to set up meetings, to recap spoken
  conversations, or to follow up on information
  already discussed face-to-face.
• Keep e-mail messages short and to-the-point.
  Many people read e-mail on handheld devices,
  which have small screens.
• Use e-mail to prepare a group of people for a
  meeting. For example, it is convenient to send
  the same documents to a number of people and ask
  them to review the materials before the meeting.
• Use e-mail to transmit standard reports.
• Act like a newspaper reporter. Use the subject
  line to quickly grab the readers attention.

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Ex. 9.7 (contd.)

• Dont
• Use e-mail to discuss something with a colleague
  who sits across the aisle or down the hall from
  you. Take the old-fashioned approach of speaking
  to each other.
• Lambaste a friend or colleague via e-mail and
  especially dont copy others on the message.
• Use e-mail to start or perpetuate a feud.
• Write anything in an e-mail you wouldnt want
  published in a newspaper. E-mail with sensitive
  or potentially embarrassing information has an
  uncanny way of leaking out.

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Do you use the correct channel ?

• http//www.youtube.com/watch?vEoMkJ87uMBU

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Communication Across Continents
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Stories and Metaphors

• Leaves clear lasting impressions with followers
• Increases meaning for leaders message
• Evokes both visual imager and emotion
• Helps people connect with the message and the key
  values

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Informal Communication

• Leaders are watched (nonverbal communication)
• Appearance
• Behavior
• Actions
• Attitudes
• Selection of communication channel
• Management by Walking Around

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Non-Verbal Communication

• http//www.youtube.com/watch?vP5EnOoI-ePcfeature
  related

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Nonverbal Behaviors

• Eye Contact
• Facial Expressions
• Gestures
• Posture and Body Orientation
• Proximity
• Vocal (other than words)

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Question 1
Assessment Exercise
___  A.  When conversing with others, I usually
do most of the talking ___  B.  When conversing
with others, I usually let the other person do
most of the talking ___  C.  When conversing
with others, I try to equalize my participation
in the conversation
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Question 2

• ___  A.  I make eye contact while conversing
• ___  B.  I sometimes make eye contact while
  conversing
• ___  C.  I never make eye contact while
  conversing

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Question 3

• ___  A.  When I'm listening to the speaker, I
  often cross my arms over my chest
• ___  B.  When I'm listening to the speaker, I
  often lean back and turn my body away from the
  speaker
• ___  C.  When I'm listening to the speaker, I
  often lean slightly forward and face my body
  toward the speaker

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Question 4

• ___  A.  When I have a negative opinion or
  comment, I just say it
• ___  B.  When I have a negative opinion or
  comment, I lead in with a positive comment first
• ___  C.  When I have a negative opinion or
  comment, I say nothing

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Question 5

• ___  A.  When I disagree with a person, I listen
  first, ask questions for clarification, then
  disagree non-judgmentally
• ___  B.  When I disagree with a person, I
  quickly point out the person is wrong and why
• ___  C.  When I disagree with a person, I say
  little or nothing

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Peter Northouses states( Peter Guy Northouse,
is Professor of Communication at Western Michigan
University )

• When Leaders and Followers have good exchanges,
  they feel better, accomplish more and the
  organization prospers-Northouse

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Communicating in a Crisis

• Stay calm listen harder
• Be visible
• Tell the truth
• Communicate the vision for the future

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Benefits of Good Communication

• Quicker problem solving
• Better decision making
• Steady work flow
• Strong business relations
• Better professional image