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Chapter Objectives Leadership Communication

Act as a communication champion rather than just as an information processor. Use key elements of effective listening and understand why listening is important to leadership communication. Recognize and apply the difference between dialogue and discussion. discussion Select an appropriate communication channel for your leadership message. Use communication to influence and persuade others. Effectively communicate during times of stress or crisis.




A process by which information and understanding are transferred between a sender and a receiver

Ex. 9.1 A Basic Model of the Communication Process

Potential noise and distortion Leader e codes eade encodes message


Receiver decodes message

Return message encoded and sent Feedback Loop



Ex. 9.2 The Leader as Communication Champion
Purpose Directed Strategic Conversation Open climate Listening g Discernment Dialogue

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.

Internal and external sources

Leader as Communication Champion

Direct attention to vision/values, desired outcomes; use persuasion

Use rich channels Stories and metaphors Informal communication

Natural Law 2: The Climate of an Organization is a g Reflection of the Leader
A leader who doesn’t embody the vision and values doesn’t have an organization that does.

Natural Law 3: You Can’t 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.




9. or to follow up on information already discussed face-to-face. Hold one’s fire Poor Listener Is passive. IM.4 Ten Keys to Effective Listening Keys 1. Lambaste a friend or colleague via e-mail – and i ll don’t th especially d ’t copy others on th message. small screens.5 Dialogue and Discussion: The Differences Conversation Lack of understanding. Many people read e-mail on handheld devices. anticipates. innovative solutions Unified group Shared meaning Transformed mind-sets Short-term resolution Agreement by logic Opposition beaten down Mind-sets held onto 9 Memos. new learning Fights distractions. the Use e-mail to start or perpetuate a feud. knows how to concentrate Challenges. positive feedback 7 Poor Listener Tunes out if delivery is poor Has preconceptions. paraphrases what is said Looks for opportunities. listens between lines to tone of voice Nods. Listen actively Ex. E-mail with sensitive or potentially embarrassing information has an uncanny way of leaking out.7 (contd. Use e-mail to prepare a group of people for a meeting. Be responsive Tends to daydream with slow speakers No energy output. to recap spoken conversations. Resist distractions Is easily distracted 8.4 (contd. Write anything in an e-mail you wouldn’t want published in a newspaper. it is convenient to send the same documents to a number of people and ask them to review the materials before the meeting.7 Dos and Don’ts of Electronic Mail (abridged) Do Use e-mail to set up meetings. tolerates bad habits.) Keys 6. faked attention Resists difficult material in favor of light. summarizes. letters Telephone 10 Ex. 9. evaluate others Dialogue Discussion Ex.) Don’t Use e-mail to discuss something with a colleague who sits across the aisle or down the hall from you. 11 Ex. 9. Take the old-fashioned approach of speaking to each other. 9. argues Listens for facts Good Listener Judges content. 9.Ex. which have p p . Exercise one’s mind Is minimally involved 8 Ex. Judge content. laid back Good Listener Asks questions. exhibits active body state. recreational material Works hard. not delivery 7. skips over delivery errors Does not judge until comprehension is complete Listens to central themes 2. Keep e-mail messages short and to-the-point. 12 2 . intranet Disadvantages Impersonal One-way Slow feedback Low channel richness Advantages Provides record Premeditated Easily disseminated Formal report Face-toface verbal Advantages Personal Two-way Fast feedback High channel richness Disadvantages No record Spontaneous Dissemination hard Reveal feelings Explore assumptions Suspend convictions Build common ground State positions Advocate convictions Convince others Build oppositions Result Result Long-term. Act like a newspaper reporter. Listen for ideas 9. Use e-mail to transmit standard reports. eye contact Uses heavier material as exercise for the mind 10. Work at listening 4. Use the subject line to quickly grab the reader’s attention. 9. disagreement. Capitalize on the fact that thought is faster than speech 5. shows interest. divergent points of view. For example. Web. Find areas of interest Tunes out dry subjects 3.6 A Continuum of Channel Richness Electronic mail.