communication, coaching

Copyright ©2004 by South-Western, a division of Thomson Learning. All rights reserved. 5-1

LEADERSHIP:LEADERSHIP:Theory, Application, Skill Theory, Application, Skill

DevelopmentDevelopment

2d Edition2d EditionRobert N. Lussier Robert N. Lussier

and Christopher F. Achuaand Christopher F. Achua

This presentation edited and enhanced byThis presentation edited and enhanced by: :

George W. CrawfordGeorge W. CrawfordAsst. Prof. of Mgmt.Asst. Prof. of Mgmt.

Clayton College & State UniversityClayton College & State University

Morrow, GA 30260Morrow, GA 30260

[email protected]@mail.clayton.edu


Chapter 6Chapter 6

Communication, Communication, Coaching, andCoaching, andConflict SkillsConflict Skills


Chapter 4 Chapter 4 Learning OutcomesLearning Outcomes

• Oral message sending processOral message sending process• Three parts of message receiving Three parts of message receiving

processprocess• ParaphrasingParaphrasing• FeedbackFeedback• Coaching modelCoaching model• 5 Management conflict styles5 Management conflict styles• Conflict resolution modelConflict resolution model


What is What is Communication?Communication?



• Communication is the Communication is the process of conveying process of conveying information and meaninginformation and meaning

• Effective communication Effective communication involves the ability to involves the ability to transmit and receive transmit and receive information with a high information with a high probability that the intended probability that the intended message is passed from message is passed from sender to receiversender to receiver



•The sharing of The sharing of information between information between individual or groups to individual or groups to reach a common reach a common understanding in order to understanding in order to accomplish accomplish organizational goals and organizational goals and objectivesobjectives


Is Communication an Is Communication an Important Leadership Important Leadership

Skill?Skill?


Is Communication an Is Communication an Important Leadership Important Leadership

Skill?Skill?• Effective leaders are Effective leaders are

effective communicatorseffective communicators• Organizations with effective Organizations with effective

communications systems are communications systems are more likely to be successfulmore likely to be successful

• An important part of a An important part of a manager’s job is to give manager’s job is to give instructionsinstructions


When you want to When you want to send a message, send a message,

what is the first step what is the first step you should take?you should take?


When you want to When you want to send a message, what send a message, what

is the first, very is the first, very important, step you important, step you

should take?should take?

Plan the MessagePlan the Message


What Messages What Messages Should Should

a Leader Plan?a Leader Plan?


What Messages What Messages Should Should

a Leader Plan?a Leader Plan?• All MessagesAll Messages– Oral, face-to-faceOral, face-to-face– Oral, telephoneOral, telephone– WrittenWritten

• On paperOn paper• E-mailE-mail

• Then review and edit or practiceThen review and edit or practice• The activities will greatly The activities will greatly

enhance communications enhance communications effectivenesseffectiveness


Plan Your MessagesPlan Your Messages

• Purpose of message (goal)?Purpose of message (goal)?• To whom (receiver)?To whom (receiver)?• How (media)?How (media)?• When (timing)?When (timing)?• Where (setting)?Where (setting)?

– Limit distractions (called Limit distractions (called noise)noise)


Develop RapportDevelop Rapport

State Communication PurposeState Communication Purpose

Transit MessageTransit Message

Check UnderstandingCheck Understanding

Get Commitment / Follow UpGet Commitment / Follow Up

Oral Message Sending Oral Message Sending ProcessProcess


Who Has the Primary Who Has the Primary Responsibility to Ensure Responsibility to Ensure

that a Message is that a Message is Understood?Understood?


Who Has the Primary Who Has the Primary Responsibility to Ensure Responsibility to Ensure

that a Message is that a Message is Understood?Understood?

•The senderThe sender– Knows what the message is Knows what the message is

supposed to conveysupposed to convey

•But this doesn’t let the But this doesn’t let the receiver off the hookreceiver off the hook– Must do everything possible Must do everything possible

to understand received to understand received messagesmessages


Message Receiving Message Receiving ProcessProcess

ListeningListening

�Pay attentionPay attention

�Avoid Avoid distractionsdistractions

�Stay tuned inStay tuned in

�Don’t interruptDon’t interrupt

�Watch Watch nonverbalsnonverbals

�Ask questionsAsk questions

�Take notesTake notes

�Convey meaningConvey meaning

AnalyzingAnalyzing

�ThinkThink

�Evaluate after Evaluate after listeninglistening

Check Check UnderstandingUnderstanding

�ParaphraseParaphrase

�Watch nonverbalsWatch nonverbals


Don’t Forget to Don’t Forget to AnalyzeAnalyze

Analyze what?Analyze what?


Don’t Forget to Don’t Forget to AnalyzeAnalyze

• Think about the messageThink about the message• Translate it from symbols Translate it from symbols

to thoughtto thought– WordsWords– NumbersNumbers– GraphsGraphs

• Analyze and EvaluateAnalyze and Evaluate


What is the Most What is the Most Powerful Method to Powerful Method to

Ensure that Ensure that Messages You Send Messages You Send

are Understood?are Understood?


What is the Most What is the Most Powerful Method to Powerful Method to

Ensure that Ensure that Messages You Send Messages You Send

are Understood?are Understood?•Ask the receiver(s) to Ask the receiver(s) to

paraphraseparaphrase– What in the world is What in the world is

“paraphrase”?“paraphrase”?


ParaphrasingParaphrasingthe process of the process of

having the having the receiver restate receiver restate the message in the message in his or her own his or her own

words to words to ensure that ensure that

communication communication has taken placehas taken place


2 Common 2 Common Approaches to Approaches to

Getting FeedbackGetting Feedback(and why they don’t work)(and why they don’t work)• Send the Send the

entire entire message and message and assume it has assume it has been conveyed been conveyed with mutual with mutual understandingunderstanding

• Give the Give the entire entire message message followed by followed by asking asking “Do “Do you have any you have any questions?”questions?”


Receivers have cultural barriersReceivers have cultural barriers

Receivers feel ignorantReceivers feel ignorant

Receivers are ignorantReceivers are ignorant

Reluctance to point out sender’s ignorance

Reluctance to point out sender’s ignorance

4 4 ReasonsReasons

WhyWhyPeople People Do NotDo Not

AskAskQuestionsQuestions

4 4 ReasonsReasons

WhyWhyPeople People Do NotDo Not

AskAskQuestionsQuestions


Paraphrasing Helps Paraphrasing Helps to Resolve These to Resolve These

ProblemsProblems•There will still be There will still be

problems problems •But when paraphrasing is But when paraphrasing is

done correctly done correctly – communication communication effectiveness improves effectiveness improves drasticallydrastically


Paraphrasing is Paraphrasing is One type of - - -One type of - - -

(what) ?(what) ?


Paraphrasing is Paraphrasing is One type of - - - One type of - - -

(what) ?(what) ?•FeedbackFeedback

– The process of verifying The process of verifying messages and determining messages and determining if objectives are being metif objectives are being met

•Then what in the world is Then what in the world is “negative feedback”?“negative feedback”?


Then what in the Then what in the world is “negative world is “negative

feedback”?feedback”?•CriticismCriticism

– No one really likes criticismNo one really likes criticism– Effective leaders learn to Effective leaders learn to deal with criticism directed deal with criticism directed at themat them•The best leaders ask for itThe best leaders ask for it•It helps them to improveIt helps them to improve•Need to handle emotion and Need to handle emotion and defensivenessdefensiveness


So just what is this So just what is this coaching thing all coaching thing all

about?about?•Little league?Little league?•Soccer?Soccer?•Debate?Debate?


So just what is this So just what is this coaching thing all coaching thing all

about?about?•Little league?Little league?•Soccer?Soccer?•Debate Team?Debate Team?

No but the concepts No but the concepts are much the same!are much the same!


What is a Coach?What is a Coach?


What is a Coach?What is a Coach?• A teacherA teacher• Someone who shows an Someone who shows an

individual or team how to individual or team how to improve skills and performanceimprove skills and performance– Is this ever a need in business or Is this ever a need in business or

other organizations?other organizations?

So why do we always think in So why do we always think in terms of some competitive terms of some competitive activity?activity?


Provide Provide Modeling Modeling

andandTrainingTraining

DevelopDevelopSupportiveSupportive

WorkingWorkingRelationshiRelationshi

pp

Make Make FeedbackFeedbackTimely,Timely,

Yet FlexibleYet Flexible

Give Praise Give Praise and and

RecognitioRecognitionn

Give Give CoachingCoachingFeedbackFeedback

Give Give SpecificSpecific

FeedbackFeedback

Focus onFocus onBehaviorBehaviorNot theNot thePersonPerson

Don’tDon’tCriticizeCriticize

Avoid BlameAvoid Blameandand

EmbarrassmEmbarrassmentent

Have Have EmployeesEmployees

Assess Their Assess Their OwnOwn

PerformancePerformance

CoachingCoachingGuidelineGuideline

ss

CoachingCoachingGuidelineGuideline

ss


Coaching Feedback Coaching Feedback vs Criticismvs Criticism

• Coaching feedback Coaching feedback is based on a good is based on a good supportive supportive relationship and on relationship and on the follower doing the follower doing a self-assessment a self-assessment of performance. It of performance. It is specific, is specific, descriptive, and descriptive, and makes people feel makes people feel like winners. like winners.

• CriticismCriticism is is judgmentjudgmental and al and makes makes people people feel like feel like losers.losers.


What is an effective What is an effective method of coaching?method of coaching?


Job Instructional Job Instructional Training (Coaching) Training (Coaching)

StepsStepsPreparation of the traineePreparation of the traineePreparation of the traineePreparation of the trainee

Trainer presentation of the taskTrainer presentation of the taskTrainer presentation of the taskTrainer presentation of the task

Trainer performance of the taskTrainer performance of the taskTrainer performance of the taskTrainer performance of the task

Follow-upFollow-upFollow-upFollow-up


Attribution Attribution TheoryTheory

is used to explain is used to explain the process the process managers go managers go through to through to determine the determine the reasons for effective reasons for effective or ineffective or ineffective performance and performance and deciding what to to deciding what to to about itabout it

is used to explain is used to explain the process the process managers go managers go through to through to determine the determine the reasons for effective reasons for effective or ineffective or ineffective performance and performance and deciding what to to deciding what to to about itabout it


1. 1. Describe Describe CurrentCurrent


2. 2. DescribeDescribeDesiredDesired


4. 4. Follow UpFollow Up

3. 3. Get a Get a Commitment Commitment

to the to the ChangeChange

TheThePerformanPerforman

ceceFormula Formula

(Coaching)(Coaching)Also works Also works

with with conflict conflict

resolutionresolution

TheThePerformanPerforman

ceceFormula Formula

(Coaching)(Coaching)Also works Also works

with with conflict conflict

resolutionresolution


What is What is Mentoring?Mentoring?


What is Mentoring?What is Mentoring?• A form of coachingA form of coaching• Usually between an experienced Usually between an experienced

manager and a young managermanager and a young manager– To develop the protégéTo develop the protégé– Helps to build mentor’s power baseHelps to build mentor’s power base

• May be formal (assigned) or May be formal (assigned) or informalinformal– Informal seems to work bestInformal seems to work best– Like most relationships, based on Like most relationships, based on

chemistry between participantschemistry between participants


What is Conflict?What is Conflict?


What is Conflict?What is Conflict?

A conflict A conflict exists exists whenever whenever people are in people are in disagreemendisagreement and t and oppositionopposition


Conflict Management Conflict Management StylesStylesHigh

Concern for

Others’ Needs

Low Concern for

Others’ and Own Needs

High Concern

forOthers’

and Own Needs

High Concern

forOwn Needs

AccommodatingAccommodatingPassive Passive

You Win, I LoseYou Win, I Lose

Collaborating Collaborating Assertive Assertive

You Win, I WinYou Win, I Win

Negotiating Negotiating AssertiveAssertive

You Win Some, I Win SomeYou Win Some, I Win Some

Avoiding Avoiding PassivePassive

You Lose, I LoseYou Lose, I Lose

Forcing Forcing AggressiveAggressive

You Lose, I WinYou Lose, I Win


Why Should Leaders Why Should Leaders be Concerned with be Concerned with

Conflict?Conflict?


Why Should Leaders Why Should Leaders be Concerned with be Concerned with

Conflict?Conflict?• Inevitable fact of life & Inevitable fact of life &

leadershipleadership•Conflict Resolution is an Conflict Resolution is an

important skill of important skill of leadershipleadership

So what is this thing So what is this thing called “conflict”?called “conflict”?


Conflict: Conflict: Good or Good or Evil?Evil?

Conflict occurs when two opposing Conflict occurs when two opposing parties have interests or goals parties have interests or goals that appear to be incompatible that appear to be incompatible due to:due to:– Strong differences in values, beliefs, Strong differences in values, beliefs,

or goalsor goals– Competing for resources and rewardsCompeting for resources and rewards– Leaders acting in a manner Leaders acting in a manner

inconsistent with the vision & goals inconsistent with the vision & goals of the organizationof the organization


Conflict: Conflict: Good or Good or Evil?Evil?• Can be organizational (work Can be organizational (work

related) or personalrelated) or personal– Personal can start as Personal can start as

organizationalorganizational– Personal is most difficult to Personal is most difficult to

resolveresolve– Can become institutionalizedCan become institutionalized

•Live on long after the Live on long after the protagonists have moved onprotagonists have moved on

•Cause of conflict mayCause of conflict may not even not even be rememberedbe remembered



What are the What are the Possible Positive Possible Positive

Effects?Effects?



Possible Positive Effects:Possible Positive Effects:• Increased effortIncreased effort• Suppressed feelings get airedSuppressed feelings get aired• Better understandingBetter understanding• Impetus for changeImpetus for change• Better decision makingBetter decision making• Key issues surfacedKey issues surfaced• Critical thinking stimulatedCritical thinking stimulated



What are the What are the Possible Negative Possible Negative Effects?Effects?



Possible Negative Effects:Possible Negative Effects:• Reduced productivityReduced productivity• Decreased communicationDecreased communication• Negative feelingsNegative feelings• StressStress• Poorer decision makingPoorer decision making• Decreased cooperationDecreased cooperation• Political backstabbingPolitical backstabbing


Conflict Management Conflict Management StylesStyles• AvoidingAvoiding

– PassivePassive– Ignore itIgnore it– Lose-loseLose-lose

• AccommodatingAccommodating– PassivePassive

– Cooperative (passive)Cooperative (passive)– Lose-winLose-win

• ForcingForcing– AggressiveAggressive

– To get own wayTo get own way– Win-loseWin-lose


Conflict Management Conflict Management StylesStyles

• NegotiatingNegotiating– AssertiveAssertive– Horse tradingHorse trading– Win-win/Lose-loseWin-win/Lose-lose

•CollaborativeCollaborative– AssertiveAssertive

– Cooperative (Active)Cooperative (Active)– Win-WinWin-Win


Initiating Conflict Initiating Conflict Resolution ModelResolution Model

Step 1.Step 1. Plan a BCF (Behavior, Plan a BCF (Behavior, Consequences,Feelings) statement that Consequences,Feelings) statement that maintains ownership of the problem.maintains ownership of the problem.

Step 2.Step 2. Present your BCF statement and Present your BCF statement and agree on the conflict.agree on the conflict.

Step 3.Step 3. Ask for, and/or give, alternative Ask for, and/or give, alternative conflict resolutions.conflict resolutions.

Step 4.Step 4. Make an agreement for change.Make an agreement for change.


What is a Mediator?What is a Mediator?


What is a Mediator?What is a Mediator?

•A neutral third party who A neutral third party who helps resolve a conflicthelps resolve a conflict

•Acts as a facilitator or Acts as a facilitator or go-betweengo-between

•Helps the parties resolve Helps the parties resolve their conflicttheir conflict


What is a Arbitrator?What is a Arbitrator?


What is a Arbitrator?What is a Arbitrator?• A neutral third party who A neutral third party who

makes a binding decision to makes a binding decision to resolve a conflictresolve a conflict

• May compromiseMay compromise• May choose one side or the May choose one side or the

otherother• A growing professionA growing profession

– Top group: The Federal Mediation Top group: The Federal Mediation and Conciliation Agencyand Conciliation Agency


Discussion Question Discussion Question 11

What should be included What should be included in your plan to send a in your plan to send a message?message?



What are the three parts What are the three parts

of a written outline?of a written outline?

P a rt O ne P a rt T w o P a rt T h ree

O U T L IN E



As an average, how As an average, how many words should a many words should a sentence have, and how sentence have, and how many sentences should many sentences should there be in a paragraph?there be in a paragraph?



Which personality traits Which personality traits are associated with are associated with being close to feedback?being close to feedback?



What are the four What are the four guidelines to getting guidelines to getting

feedback on feedback on messages?messages?



What is 360-degree What is 360-degree feedback and are many feedback and are many organizations using it?organizations using it?



Should a supportive Should a supportive working relationship working relationship

be be

a true friendship?a true friendship?



Why doesn’t Why doesn’t criticism work?criticism work?



Are all managers Are all managers mentors?mentors?



How do you know How do you know when you are in a when you are in a conflict?conflict?



What is the difference What is the difference between functional and between functional and dysfunctional conflict, dysfunctional conflict, and how does each and how does each affect performance?affect performance?



What is meant by What is meant by maintaining ownership maintaining ownership

of the problemof the problem??



How is the BCF How is the BCF model used?model used?



What is the What is the difference between difference between a mediator and an a mediator and an

arbitrator?arbitrator?

communication, coaching

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