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Chapter 9

Leadership Communication

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

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

Communication

Process by which information and understanding are transferred between a sender and a receiver

Exhibit 9.1 - A Circular Model of Interpersonal Communication

Source: 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)

Management Communication

Traditional role of a manager is that of an 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

Communication Champion

Believes that communication is essential to building trust and gaining commitment to a vision

Embeddedness: People throughout the organization are united around a common purpose

Sensegiving: Influencing how others make sense of the organization, where they fit within it, and the purpose of their work

Exhibit 9.2 - The Leader as Communication Champion

Strategic Conversations

People talking across boundaries and hierarchical levels about:

Group or organization’s vision

Critical strategic themes

Values that can help achieve desired outcomes

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

Open Communication

Leaders sharing all types of information throughout the company and across all levels

Enables leaders to hear what followers have to say

Leaders break down conventional hierarchical and departmental boundaries that may be barriers to communication

Exhibit 9.3 - Why Open the Communication Climate?

Open Communication Climate

Helps alleviate tension and conflict between departments

Builds trust

Reaffirms employee commitment to a shared vision

Makes a company more competitive

Questions that Leaders Ask

Leader-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

Follower-centered

Seeks to connect with followers

Develops new insights

Encourages critical thinking

Expands people’s awareness

Stimulates learning

Benefits of Asking Questions

Encourages people to think and empowers them to find answers

Helps to build positive attitudes and follower self-confidence

Provokes critical thought and leads to deeper and lasting learning

Shows that leaders:

Care about people on an individual basis

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

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

Keys to Effective Listening

Listen actively

Keep an open mind

Resist distractions

Capitalize thought being faster than speech

Seek understanding

Keys to Effective Listening

Judge content, not delivery

Hold one’s fire

Listen for ideas

Work at listening

Show respect

Dialogue

Active sharing and listening in which people explore common ground

Grow to understand each other and share a world view

Participants refrain from:

Presuming to know the outcome

Trying to sell their convictions

Characterized by group unity, shared meaning, and transformed mindsets

Exhibit 9.5 - Dialogue and Discussion: The Differences

Communicating with Candor

Limits the potential for workplace misunderstandings, incivility, and ill will turning into hot topics

Candor: Honest, forthright expression of a leader’s thinking

Lets followers know exactly where the leader stands and what the leader expects of them

Communicating with Candor

Results in:

Work being done faster and better

More people getting involved in organizational conversations

Limiting common organizational problems

Stories

Influence people’s beliefs, attitudes, and behaviors

Help leaders to unite people

Foundation of sensegiving

Help people make sense of complex situations

Bind people together in a shared purpose and inspire action

Persuasion

Steps

Listen first

Establish credibility

Build goals on common ground

Make your position compelling to others

Leads to a shared solution or commitment

Communication apprehension - Anxiety associated with either real or anticipated communication with another person

Selecting the Correct Communication Channel

Important for effective communication

Channel: Medium by which a communication message is carried from sender to receiver

Depends on the nature of the message

Exhibit 9.6 - A Continuum of Channel Richness

Continuum of Channel Richness

Channel richness: Amount of information that can be transmitted during a communication episode

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

Hierarchy Based on Information Richness

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

Gives considerable emotional information

Hierarchy Based on Information Richness

Electronic messaging

Allows for rapid feedback and can be personalized

Provides a way to get information to a wide audience

Print media

Can be personalized

Convey written cues and provides slow feedback

Selecting a Communication Channel

Routine messages

Simple and straightforward

Convey data or statistics

Efficient communication is through channels lower in richness

Selecting a Communication Channel

Nonroutine messages

Concern issues of change, conflict, or complexity that have great potential for misunderstanding

Characterized by time pressure and surprise

Effective communication is through rich channels

Selecting a Communication Channel

Channel should fit the message

Messages of high importance can be conveyed using more than one channel

Redundant communications - Sending the same message using different channels

Adds weight to the message and keeps the issue at the top of people’s minds

Effectively Using Electronic Communication Channels

Combine high-tech and high-touch

Consider the circumstances

Think twice before sending the message

Disadvantages of electronic communication

Contributes to poorer communication in organizations

Deprives people of human moments

Exhibit 9.7 - Dos and Don’ts of Electronic Mail

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

Current Communication Challenges

Using social media

Developing skills for communicating in a crisis

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

Being Crisis-Ready

Stay calm

Be visible and supportive

Tell the truth

Communicate a vision for the future