Download - Leadership and communication
Seminar 2
Understanding Communications: A Key to Effective Leadership
Lori Sundal
Georgia Institute of Technology
A seminar sponsored by EDUCAUSE
EDUCAUSE Southeast Regional Conference
June 2, 2008Jacksonville, Florida
Understanding Communications: A Key to Effective Leadership
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Understanding Communications: A Key to Effective LeadershipAgenda
•Introductions•Communications – Definition•Communication Channels and Types
•Effective Communications
•Communication Styles
•Active Listening•Summary and Wrap-Up
Breaks each hour and from 10 – 10:15
Understanding Communications: A Key to Effective LeadershipIntroductions
Exercise:
Partner with your neighbor:
Tell your partner something about yourself – unusual, hobby, goals, or just something you enjoy. Describe it fully. Then switch and repeat.
Share with all participants.
Understanding Communications: A Key to Effective LeadershipIntroductions
Exercise:
Each table will come up with a their definition of communication.
Then, we’ll take the elements from all tables and we will develop our common definition as a group.
Understanding Communications: A Key to Effective LeadershipCommunications Definition
The exchange of ideas, messages, or information, as by speech, signals, or
writing.Webster’s Dictionary
The art of passing information and ideas from one person to another.
Successful Communication – Ken Lawson, M.A., Ed.M.
Understanding Communications: A Key to Effective LeadershipCommunications Definition
As leaders, we communicate to:• Get things done• Pass on information• Obtain information• Reach decisions• Achieve understanding between individuals• Develop relationships
Understanding Communications: A Key to Effective LeadershipCommunications Definition
Sender
Receiver
Blah, blah, blah
Message >>>>> Method >>>>>>
<<<<<<<< Feedback <<<<<<<<<<<
Understanding Communications: A Key to Effective LeadershipCommunication Definition
Role of the Sender
–Sender has clarity about the message and how it should be communicated.
•Meaning is clear
•Understand your audience
•Message is believable
•Solicit feedback
Role of the Receiver
–Receiver is attentive and “truly listening”
•Hears the words
•Interprets what is said and not said
•Provides feedback for clarification
Understanding Communications: A Key to Effective LeadershipCommunications Definition
It takes two to speak the truth, one to speak, and the other to hear.
Henry David Thoreau
Understanding Communications: A Key to Effective LeadershipCommunications Definition
KEY 1 – “It Takes Two”
Marvin Gaye and Kim Weston
Understand your role as a sender and
a receiver
Understanding Communications: A Key to Effective LeadershipCommunications Definition
Jot down one thing you learned in this section.________________________________________________________________________________________________________________________
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Channel – medium chosen by the sender to deliver a message
•Direct Channels: Obvious and easily recognized, under direct control of the sender
– Verbal: words, spoken or written– Non-verbal: body language, gestures, color,
sound
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
•Indirect Channels: usually recognized subliminally, not under direct control of the sender
– Non-verbal: body language, gestures, facial expressions, etc.
High risk of being misinterpreted!
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Understanding the Meaning of Communication
7%
38%55%
Words
Tone
Body Language
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Verbal Communications
•Spoken word – speed and convenience, (face to face - either 1 on 1 or group, phone,
interviews, meetings) – Face to face is strongest means for building
relationships and trust with peers, employees, customers and constituents
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Verbal Communications
•Written word – more permanent and orderly, (email, reports, letter, proposals, minutes, etc.)
Strive for 6 things:• Accuracy• Relevance• Brevity• Structure• Clarity• Audience
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Type of Communication Example Usefulness
Written Word Letters, Memos, Reports, Permanence and Proposals, Notes, Contracts, Accessibility
Agendas, Minutes, Plans, etc.
Spoken Word Conversations, Interviews, Meetings Immediacy
Debates, Announcements, Speeches,
etc.
Symbolic Gestures Gestures, Facial Expressions, Actions, Unconsciously Tone of Voice, Silence, Stance, Affect OthersPosture, Movement, etc.
Visual Images Pictures, Drawings, Illustrations, Powerful conscious
Charts, Videos, Logos, Graphics, etc. and unconscious
messages
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Get out of your Chair!
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Non-Verbal
•Body Language – can enhance the spoken word–Complementing–Reinforcing–Emphasizing–Substituting
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Non-Verbal
•Body Language / Gestures – can contradict the spoken word
–Hands–Body–Head / Face
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Exercise:
I need 3 volunteers from the audience.
Understanding Communications: A Key to Effective LeadershipCommunications Definition
Do I contradict myself? Very well then, I contradict myself, (I am large, I contain multitudes.)
Walt Whitman, Song of Myself
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
Exercise:
Take 5 minutes to talk about how non-verbal communication can enhance vs. contradict communication.
Share.
Understanding Communications: A Key to Effective LeadershipCommunication Types and Channels
KEY 2 – “Heard it through the
Grapevine”Gladys Knight & the Pips
Use appropriate channels for maximum effectiveness
Understanding Communications: A Key to Effective LeadershipCommunications Definition
Jot down one thing you learned in this section.________________________________________________________________________________________________________________________
Understanding Communications: A Key to Effective LeadershipEffective Communications
Goal – to achieve clarity
• Must be clear in your own mind
• Must have a succinct deliver
• Ensure the message has been clearly and correctly understood
Understanding Communications: A Key to Effective LeadershipEffective Communications
Benefits• Improve our effectiveness and our job
satisfaction as leaders– Relationships (employees, peers, superiors,
customers, etc.)– Management– Selling– Counseling– Coaching– Mentoring– Conflict Management
Understanding Communications: A Key to Effective LeadershipEffective Communications
Business and Technical Communications
•Know your audience•Talk less about technology and more about how technology services affect those using them•Talk about how technology can enable the delivery of business process and services•Beware of technical jargon and acronyms!
Understanding Communications: A Key to Effective LeadershipEffective Communications
Questions
Who, What, When, Why, How
Understanding Communications: A Key to Effective LeadershipEffective Communications
Types of Questions
•Open•Closed•Fact Finding•Follow Up•Feedback
Understanding Communications: A Key to Effective LeadershipEffective Communications
“Nothing in life is more important than the ability to communicate
effectively.”
Gerald Ford
Understanding Communications: A Key to Effective LeadershipEffective Communications
“ I keep six honest serving-men
(They taught me alI I knew);
Their names were What and Why and When and How and Where and Who”
Rudyard Kipling, Just So Stories
Understanding Communications: A Key to Effective LeadershipEffective Communications
KEY 3 – “Return to Sender”
Elvis Presley
Question and provide feedback for
clarity
Understanding Communications: A Key to Effective LeadershipEffective Communications
Jot down one thing you learned in this section.________________________________________________________________________________________________________________________
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Analyticals
•Quantitative – like facts, figures, numbers, details
•Perfectionists – see themselves as experts•Critical thinkers – don’t like people to break rules•Analyze – need time to process information and make decisions, cautious, adverse to risk•Inflexible – often resist change
•Reserved – want everything in writing and in detail
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Amiable
•Responsible – take it all on, hard for them to delegate•Reserved – don’t need the spot light•Multi-taskers – can juggle multiple tasks•Cooperative – great listeners and team players, but get hurt feelings or can be offended easily•Patient – generally nice people, value others and friendships•Persistent – want to be treated fairly
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Drivers
•Accomplish – get things done, action-oriented
•Poor listeners – brief, get to the point, afraid of wasting their time•Quick decisions – don’t want all the detail, will make decisions on incomplete information•Judgmental – always right, highly opinionated, brusque and abrupt
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Expressives
•Talkers – love to talk and socialize, difficult to keep on task, easily distracted
•Creative – never meet a stranger, abstract thinkers
•Enthusiastic – very articulate and able to influence others•Verbal centric – don’t like detail or paper•People Centered – don’t like working alone•Poor listeners – say the same thing in three different ways because they are always thinking and revising
Understanding Communications: A Key to Effective LeadershipCommunication Styles
So, what happens when different styles communicate without understanding style differences?
Analytical vs. Expressive
Driver vs. Amiable
Driver vs. Expressive
Understanding Communications: A Key to Effective LeadershipCommunication Styles
What do you do?
•Understand the different styles and adjust your communication to the needs of others
•Alter your behavior so that it fits better with another person’s style; this is your leverage
•Don’t give up your point of view, opinions or goals
•Remain flexible and understand communication in another person’s comfort zone
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Exercise:
Complete the communications style questionnaire and plot your style on the style grid.
What did you learn about yourself?
Share.
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Communicating with AnalyticalsDo Don’t
Be prepared Be disorganized or messy
Be accurate Be informal or loud
Be direct Rush a decision
Present pros and cons Fail to follow through
Be specific Waste time
Be persistent Leave things to chance
Present timelines/actions Threaten or cajole
Use facts and evidence Use opinions as evidence
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Communicating with AmiablesDo Don’t
Start with something personal Rush into business
Show sincere interest in them Make their decision
Listen and be responsive Force a response
Be casual and non-threatening Be demanding
Ask “how” questions Debate facts
Provide assurances Be patronizing or
abrupt
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Communicating with DriversDo Don’t
Be specific and brief Small talk, waste time
Stick to business Be disorganized
Be prepared Leave things unclear
Present information clearly Ask rhetorical
Ask “what” questions questions
Take issues with facts Speculate
Be directive or make
their decisions
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Communicating with ExpressivesDo Don’t
Be fast and entertaining Legislate
Leave time for socializing Be cold or aloof
Talk about their goals Press for solutions
Deal with the “big” picture Deal with details
Ask for their opinions and ideas Be dogmatic
Offer incentives or rewards Talk down to them
Understanding Communications: A Key to Effective LeadershipCommunication Styles
You can have brilliant ideas, but if you can’t get them across, your ideas won’t get you anywhere.
Lee Iacocca
Understanding Communications: A Key to Effective LeadershipCommunication Styles
What we’ve got here is a failure to communicate.
Frank. R. Pierson
The problem with communication is the illusion that it has occurred.
George Bernard Shaw
Understanding Communications: A Key to Effective LeadershipCommunications Styles
KEY 4 – “Thank you for
lettin’ me be myself”Sly and the Family Stone
Understand how to communicate with styles
other than your own
Understanding Communications: A Key to Effective LeadershipCommunication Styles
Jot down one thing you learned in this section.________________________________________________________________________________________________________________________
Understanding Communications: A Key to Effective LeadershipActive Listening
Why do we listen?
•To obtain information•To understand•For enjoyment•To learn
We remember 25-50% of what we hear!
Understanding Communications: A Key to Effective LeadershipActive Listening
5 Elements of Active Listening
•Pay attention, not just to the words, but body language as well
•Show you are listening, mirroring
•Provide feedback•Defer judgment•Respond appropriately
Understanding Communications: A Key to Effective LeadershipActive Listening
Listening Modes
•Competitive or Combative
•Passive or Attentive
•Active or Reflective
Understanding Communications: A Key to Effective LeadershipActive Listening
Using Listening Skills
•Empathizing – listening from the perspective of the speaker
•Analyzing – using analytical questions to get at the full meaning of the speaker’s message
•Reflecting – paraphrasing what has been said to show the speaker you have heard and understand the message.
Understanding Communications: A Key to Effective LeadershipActive Listening
Exercise:
SOLER
Face the speaker Squarely
Adopt an Open posture
Lean
Maintain good Eye contact
Try to be Relaxed
Teams of 3 – Listener, Speaker, Observer
Understanding Communications: A Key to Effective LeadershipActive Listening
Feedback
Effective feedback has to be:
• accepted by the person receiving it
• must be constructive
• must not be critical
Understanding Communications: A Key to Effective LeadershipActive Listening
Speaker•Factual, specific and about what has happened•Addresses the behavior and the effect
•Take into account needs of receiver as well as you
•Make it well timed
Receiver•Listen carefully to what is said•Try not to be defensive; mentally note questions or disagreements
•Paraphrase what you think you heard
•Ask questions for clarification
Understanding Communications: A Key to Effective LeadershipActive Listening
Barriers
•Physical Barriers•Perceptual Barriers•Emotional Barriers•Cultural Barriers•Language Barriers•Gender Barriers•Interpersonal Barriers
Understanding Communications: A Key to Effective LeadershipActive Listening
Exercise:
SOLER with Barriers
Teams of 3 – Listener, Speaker, Observer
Barriers will be provided to either the speaker or receiver. Do not share your specific barrier with your team.
Understanding Communications: A Key to Effective LeadershipActive Listening
The most important thing in communication is to hear what isn’t being said.
Peter Drucker
When people talk, listen completely. Most people never listen.
Ernest Hemingway
We have two ears and one mouth so that we can listen twice as much as we speak.
Epictetus
Understanding Communications: A Key to Effective LeadershipActive Listening
KEY 5 – “Listen to What the Man
Said” Paul McCartney and Wings
Truly hear and see what’s being communicated to
you
Understanding Communications: A Key to Effective LeadershipActive Listening
Jot down one thing you learned in this section.________________________________________________________________________________________________________________________
Understanding Communications: A Key to Effective LeadershipSummary and Wrap-Up
Sender
Receiver
Blah, blah, blah
Message >>>>> Method >>>>>>
<<<<<<<< Feedback <<<<<<<<<<<
Understanding Communications: A Key to Effective LeadershipSummary and Wrap-Up
Active listening Channels
Eye contact Written and Spoken word
Watch body language Gestures
Pay attention Body Language
Mirror speakerTurn toward person Clarity
>>>>>>>>> Feedback >>>>>>>>>>>
Message <<<<< Method <<<<<<
Sender
Receiver
Understanding Communications: A Key to Effective LeadershipSummary and Wrap-Up
1 Understand your role as a sender and a receiver
2 Use appropriate channels for maximum effectiveness
3 Question and provide feedback for clarity
4 Understand how to communicate with styles other than your own
5 Truly hear and see what’s being communicated to you
Understanding Communications:A Key to Effective LeadershipSummary and Wrap-Up
The art of communication is the language of leadership.
James Humes
Understanding Communications: A Key to Effective LeadershipSummary and Wrap-Up
Development of effective communication skills
is a life-long process. As a leader, you must
practice and work at improving these skills.
“The long and winding road” The Beatles
Understanding Communications: A Key to Effective Leadership
Thank you for your attendance!
Questions?
Understanding Communications: A Key to Effective Leadership
Contact Information
Lori Sundal, Director – Enterprise Information Systems
Office of Information Technology
Georgia Institute of Technology
404-894-5348
Understanding Communications: A Key to Effective Leadership
Reference Information
Heller, R. (1998). Communicate Clearly.
New York: DK Publishing, Inc.
Lawson, M.A., Ed.M., K. (2006) Successful Communication.
New York: Axis Publishing Limited
Taggart, B. M. (2006). Communication and Self-Discovery.
Boulder, Colorado: Educause Institute
Trubitt, L. and Muchane, M. (2008). In Plain English, Please: Effective IT Communications. Educause Quarterly
Internet Resources:
http://www.jenniferwebb.com/communicate.htm
http://www.hodu.com/barriers.shtml