Leadership Communication PDF

CHAPTER 9 Leadership Communication ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible...

CHAPTER 9 Leadership Communication ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Communication A process by which information and understanding are transferred between a sender and a receiver ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Exhibit 9.1 – A Circular Model of Interpersonal Communication Sources: Based on Gabriela Moise, ‘‘Communication Models Used in the Online Learning Environment,’’ The 3rd International Conference on Virtual Learning 2008, ICVL (http://www.icvl.edu/2008), pp 247–254; and Wilbur Schramm, The Process and Effects of Mass Communication, 6th ed. (Urbana, IL: University of Illinois Press, 1965). ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Management Communication Traditional role of a manager is information processor Managers have communication responsibility in directing and controlling an organization – Establish themselves at the center of information networks to facilitate the completion of tasks ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Leader as Communication Champion Communication champion Person who is philosophically grounded in the belief that communication is essential to building trust and gaining commitment to a vision Embeddedness When people throughout the organization are united around a common purpose based on a deep understanding and acceptance of the vision and strategy Sensegiving Process of influencing how others make sense of the organization, where they fit within it, and the larger purpose of their work ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What does it mean to say that leaders use communication to act as “sensegivers”? How do you think this differs from conventional management communication? ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Exhibit 9.2 – The Leader as Communication Champion ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Strategic Conversation Communication that takes place across boundaries and hierarchical levels about the group or organization’s vision, critical strategic themes, and values that can help achieve desired outcomes ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Leading Strategic Conversations Ask questions and actively listen to others – To understand their attitudes and values, needs, personal goals, and desires Set the agenda for conversation – By underscoring the key strategic themes that are linked to organizational success Select the right communication channels and facilitate dialogue ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Open Communication Leaders sharing all types of information throughout the company and across all levels ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Exhibit 9.3 – Why Open the Communication Climate? Source: Based on Bob Wall, Robert S. Slocum, and Mark R. Sobol, Visionary Leader (Rocklin, CA: Prima Publishing, 1992), pp. 87–89. ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Benefits of an Open Communication Climate Helps alleviate tension and conflict between departments Builds trust Reaffirms employee commitment to a shared vision Makes a company more competitive ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Board members at some companies are opening the lines of communication so shareholders can voice their concerns about executive compensation and corporate governance. Do you think this is a good idea? What might be some risks associated with this type of open communication? ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Questions That Leaders Ask Leader-centered Follower-centered Seeks to inform the Seeks to connect with leader about what is followers going on in the Develops new insights organization Encourages critical Investigates specific thinking issues, problems, or Expands people’s opportunities awareness Gathers information, Stimulates learning ideas, or insights ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Benefits of Asking Questions Encourages people to think and find answers Helps build positive attitudes and follower self- confidence Provokes critical thought and leads to deeper, more lasting learning Shows concern for individuals Develops new insights Encourages critical thinking Expands people’s awareness Stimulates learning ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Listening The skill of grasping and interpreting a message’s genuine meaning ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Keys to Effective Listening (slide 1 of 2) Listen Keep an open Resist actively mind distractions Capitalize on Seek thought being understanding faster than speech ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Keys to Effective Listening (slide 2 of 2) Judge content, Hold one’s Listen not delivery fire for ideas Work at Show listening respect ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Dialogue (slide 1 of 2) Active sharing and listening in which people explore common ground and grow to understand each other and share a world view ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Dialogue (slide 2 of 2) Use dialogue to discuss hot topics Participants refrain from: – Presuming to know the outcome – Trying to sell their convictions Characterized by group unity, shared meaning, and transformed mindsets ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Exhibit 9.5 – Dialogue and Discussion: The Differences Sources: Based on Edgar Schein, ‘‘On Dialogue, Culture, and Organizational Learning,’’ Organizational Dynamics 22, no. 2 (Fall 1993), pp. 40–51; Deborah L. Flick, From Debate to Dialogue: Using the Understanding Process to Transform Our Conversations (Boulder, CO: Orchid Publications, 1998), p. 22; and Glenna Gerard and Linda Teurfs, ‘‘Dialogue and Organizational Transformation,’’ in Community Building: Renewing Spirit and Learning in Business, Kazimierz Gozdz, ed. (Pleasanton, CA: New Leaders Press, 1995). ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Candor Honest, forthright expression of a leader’s thinking ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Communicating with Candor Limits the potential for workplace misunderstandings turning into hot topics Lets followers know where the leader stands and what the leader expects Results in: – Everything works faster and better – More people get involved in organizational conversations – Limits common organizational problems ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Stories Form the foundation of sensegiving Influence beliefs, attitudes, and behaviors Help leaders to unite people Help people make sense of complex situations Bind people together in a shared purpose and inspire action ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Why do you think storytelling is such a powerful means of communicating for a leader? How is active listening related to storytelling? ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Communicating to Persuade and Influence Persuasion process – Listen first – Establish credibility – Build goals on common ground – Make your position compelling to others Leads to a shared solution or commitment Communication apprehension—level of anxiety associated with real or anticipated communication with another person ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Think of someone you have known who is skilled in the art of persuasion. What makes this person an effective communicator? ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Channel A medium by which a communication message is carried from sender to receiver ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Channel Richness The amount of information that can be transmitted during a communication episode ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Exhibit 9.6 – A Continuum of Channel Richness ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Continuum of Channel Richness Characteristics that influence the richness of an information channel – Ability to handle multiple cues simultaneously – Ability to facilitate rapid, two-way feedback – Ability to establish a personal focus for the communication ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Some senior executives believe they should rely on written information and computer reports because these yield more accurate data than face-to-face communications do. Do you agree? ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Some senior executives believe they should rely on written information and computer reports because these yield more accurate data than face-to- face communications do. Do you agree? What communication channel would you choose to communicate an impending companywide layoff? News about the company picnic? New corporate quality goals that will require significant changes in how your subordinates perform their tasks? Explain your choices. ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Hierarchy Based on Information Richness (slide 1 of 2) Face-to-face discussion – Richest medium – Facilitates assimilation of broad cues and emotional understanding of the situation – Permits: Direct experience and multiple information cues Immediate feedback and personal focus Telephone conversations – Voice gives emotional information ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Hierarchy Based on Information Richness (slide 2 of 2) Electronic messaging – Allows rapid feedback and personalization – Provides a way to get information to a wide audience Print media – Can be personalized – Conveys written cues and provides slow feedback ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Routine and Nonroutine Messages Routine messages – Simple and straightforward – Convey data or statistics – Efficient communication is through channels lower in richness Nonroutine messages – About issues that could be misunderstood – Characterized by time pressure and surprise – Should use rich channels ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Redundant Communication Messages of high importance can be sent using more than one channel Adds weight to the message and keeps the issue at the top of people’s minds ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Effectively Using Electronic Communication Channels Tips for effective use – Combine high-tech and high-touch – Consider the circumstances – Think twice before sending the message Disadvantages – Contributes to poorer communication in many organizations – Increases potential for communication errors – Deprives people of human moments ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Nonverbal Communication Messages transmitted through action and behavior ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Current Communication Challenges Using social media Developing skills for communicating in a crisis ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  How might leaders use social media to create a sense of community among employees? What do you think are some advantages and disadvantages of a company using social media to communicate with employees? ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.  Being Crisis-Ready Stay calm Be visible and supportive Tell the truth Communicate a vision for the future ©2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.