Transcript Slide 1

Leadership:
Understanding its Global Impact
Chapter 9:
Leadership communication
Learning objectives
• Describe the differences between core,
team and strategic communication
skills
• Understand and practice the key
elements at each communication level
• Develop effective negotiation skills
• Explain and contrast conflict
management styles
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Chapter contents
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Spotlight: Brian Cook
Introduction
The importance of communication for leaders
Core communication skills for leaders
Leader in action: Pat Grier
Team communication skills
Strategic and external communication skills
Communication across cultures
Negotiation and conflict resolution skills
Summary
Case study: Ramsay Health Services
Spotlight: Brian Cook
• Good summary of how
communication skills … and
sound communication systems
… establish the foundation for
organisational effectiveness
• Skills and techniques identified in
this spotlight can be learnt
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Introduction
• Effective communication skills are
critical
• ‘Transfer of understanding and
meaning to others’
• In this chapter:
– Core
– Team
– Strategic and external
communication skills
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The importance of communication
• Winston Churchill
– ‘the difference between mere
management and leadership is
communication’ (Humes 1991)
• Leaders spend from around
75% to 90% of their time on
communication activities
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Core communication skills
• Interpersonal skills/people skills
– oral and written communication
– non-verbal communication
– active listening
– giving and receiving feedback
– emotional intelligence
– negotiation and conflict resolution
• Active listening and giving and
receiving feedback are most critical
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Team communication skills
• Open door policy
• Managing by walking around (MBWA)
• Facilitating meetings - about 15% of
the salary cost of large organisations
is spent on employee meeting time
• Carlopio, Andrewartha & Armstrong
2005; Dubrin, Dalglish &Miller 2006
– The ‘4 Ps’.
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Strategic and external
communication skills
• Important as leader rises in the
organisation
– Statements of vision, mission and
values
– Communication systems
– Leaders as communication role
models
– Knowledge management
– External relations
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Communication across cultures
• Cultural differences between people
can affect the way a leader chooses
to communicate
• A framework for understanding
cultural differences
– Hofstede 2001 and
Trompenaars et al. 1998
– O’Hara-Devereaux and
Johansen 1994
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Negotiation and conflict
resolution skills
• Leaders devote around 20% of
their time to negotiating outcomes
or resolving conflict
• Leaders often poorly skilled in this
area
• Leaders must be the initiators of
conflict resolution
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Negotiation
• Negotiation
– distributed bargaining
– integrative bargaining
• Key skills - Fisher & Ury 1981
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Conflict
• Conflict situations
– task conflict
– relationship conflict
– process conflict
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Relationship conflict
• Lussier & Achua 2004 – 5 styles
– avoidance
– accommodation
– force
– negotiation
– collaboration
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The BCF model
• Collaborative style recommended for
most conflict situations
• Lussier & Achua 2004 recommend
when using this style, the leader use
the Behaviour, Consequences, and
Feelings (BCF) model
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Summary
• Everything a leader does to
influence others involves
communicating
• Good communication skills are the
foundation of effective leadership
• Good communication skills alone,
however, do not make an effective
leader
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Case study: Ramsay Health Centre
• What were the first steps Ramsay
leaders used to turn the organisation
around?
• List the communication techniques
Ramsay leaders used to open
communication channels to internal
and external stakeholders.
• Why was the ‘Ramsay Way’ so
important in developing a special
culture for the organisation?
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