Chapter 9 Leadership Communication 2015 Cengage Learning All

Chapter 9 Leadership Communication © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 6 e

Learning Objectives • Act as a communication champion and a sensegiver rather than just as an information processor • Use key elements of effective listening and understand why listening is important to leader communication • Using candor appropriately to improve communication effectiveness, and recognize and apply the difference between dialogue and discussion © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 2

Learning Objectives • Incorporate metaphor and storytelling into leadership communications • Select an appropriate communication channel for the message and effectively use social media and nonverbal communication • Communicate in a way that persuades and influences others • Effectively communicate during times of stress or crisis © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 3

Exhibit 9. 1 - A Circular Model of Interpersonal Communication Source: Based on Gabriela Moise, “Communication Models Used in the Online Learning Environment, ” The 3 rd 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, 6 th Ed. (Urbana, IL: University of Illinois Press, 1965) © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 4

Exhibit 9. 2 - The Leader as Communication Champion © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 5

Exhibit 9. 3 - Why Open the Communication Climate? © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 6

Questions that Leaders Ask Leader-centered Follower-centered • Seeks to inform the leader about what is going on in the organization • Investigates specific issues, problems, or opportunities • Gathers information, ideas, or insights • Seeks to connect with followers • Develops new insights • Encourages critical thinking • Expands people’s awareness • Stimulates learning © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 7

Benefits of Asking Questions • Encourages people to think and empowers them to find answers • Helps to build positive attitudes and follower selfconfidence • Provokes critical thought and leads to deeper and lasting learning • Shows that leaders: – Care about people on an individual basis © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 8

Benefits of Asking Questions – Value the opinions and knowledge of others – Are open to new ideas – Have faith that people want to contribute to the organization • Helps to build trusting, respectful relationships © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 9

Listening • Skill of grasping and interpreting a message’s genuine meaning • Taken for granted – People focus on presenting their own ideas more effectively • Effective listening is engaged listening © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 10

Keys to Effective Listening Listen actively Keep an open mind Capitalize thought being faster than speech Resist distractions Seek understanding © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 11

Keys to Effective Listening Judge content, not delivery Hold one’s fire Work at listening Listen for ideas Show respect © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 12

Exhibit 9. 5 - Dialogue and Discussion: The Differences © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 13

Exhibit 9. 6 - A Continuum of Channel Richness © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 14

Exhibit 9. 7 - Dos and Don’ts of Electronic Mail © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 15

Nonverbal Communication • Messages transmitted through action and behavior – Selection of a communication channel conveys a symbolic message • People grant more weight to nonverbal cues and judgments are quick • Management by wandering around (MBWA) Sends symbolic positive messages to followers that leaders care about their ideas, opinions, and feelings © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 16

Current Communication Challenges Using social media Developing skills for communicating in a crisis © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 17

Leadership via Social Media • Social media: Internet-based applications that allow the creation and sharing of user generated content – Supports openness and transparency – Provides a new way to connect and build relationships with employees © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 18

Being Crisis-Ready Stay calm Be visible and supportive Tell the truth Communicate a vision for the future © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 19