leader as a communicator
TRANSCRIPT
Leader as a Communicator
Kanthi BasnyakeManagement Consultant
SLIM and APMI
Winning is the
Name of the Game
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Everything a Manager does involves Communication.
Effective communication skills can lead to : Overcome problems Enhance relationships Develop team work Achieve goals for the manager.
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Exhibit 1: The Communication Process Model
Your message has to be understood
The Communication –Leadership Connection
– Leaders are been selected based on their ability to communicate effectively
identifyyour barriers to giving a greatexperience
Churchill's Communication Skills:• Knew how to describe a scene, present a point of view,
and tell a good story. • Put his audience at the center of the action.• Direct and straight with his people.• Known for meeting and mingling with people.• Used questioning (interrogation).• Kind to his adversaries once he had defeated them.
• Be firm in your conviction.
• Demonstrate serenity.• Be decisive.• Be seen as the leader.• Live your message.
Powell's Communication Leadership Lessons
Oprah Winfrey--Life As A Story
Communicate in multiple ways.
•Make a stand.
•Delegate to complement.
•Take a stand.
•Live your message
Developing Excellent Communication with Customer
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Verbal communication skills
Non Verbal communication skills
Listening skills
Productive relationships with customers
Six C of giving good information
to customers
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Clear
Correct
Courteous
• Ultimate purpose is positive reputation.• There are 3 ways:
–Your Attitude–Positive Emphasis–Bias free Language
Building good will through Communication
• Be open and suspend judgment .
• Keep dialogue and decision-making separate .
• Speak for yourself, not as a representative, and treat all participants as peers.
• Listen with empathy
• Look for common ground â identifying areas where ��you agree.
• Search for and disclose hidden assumptions
The 6 Basic Rules for Dialogue
Ask Questions to Get The Results You Want: The Monk's Method
• The six most important words: "I admit I made a mistake."• The five most important words: "You did a good job."• The four most important words: "What is your opinion."• The three most important words: "If you please."• The two most important words: "Thank you,"• The one most important word: "We"• The least most important word: "I"
- Author unknown
The Most Important Words
give your customers a damn good listening to
• Prepare to listen• Avoid pre-judgment• Be open minded• Remove distractions• Establish eye contact• Be patient• Hold your temper• Go easy on argument and criticism• Ask questions• Give feed backs
Ten commandments for good listening
• Keep it a business-like discussion– Stick to the subject
– Listen respectfully
– Avoid getting hung up on personalities
– Grant that other person “may have something”
– Do not loose temper
– Plan the time and place for the discussion
Discussion Basis
Design An Approach
• Approach appeals to other’s motivations and emotions– Be pleasant, remain calm
– Use questions, and listen to responses
– Observe body language, clues to other’s feelings
– Give direct answers
– Speak in a manner the other participants understand/relate to
• Reasons why/why not– Be truthful
– Show willingness to answer questions
– Let others “in on the know”
– Present the complete story
Explain Why
• Recognize no one is perfect– Natural tendency is to avoid sharing or rationalizing a
mistake
– No mistakes => is employee or leader really doing anything? At least not taking risks
– Determine who is affected by mistake, and if any corrective action needed
– Recognize mistake was made, regardless of how discovered. Show mistakes are learning opportunities
– Document “lessons learned” for each project
Admit Mistakes
• Be responsive to situations / issues– Be consistent, use a structured problem solving technique
– Base decisions on facts, if this takes time
• promptly acknowledge understanding of situation
• Let others know what is going on
• Allow others to assist, give choices of alternatives
– Always follow up!
Be Prompt
• Always give recognition where deserved– Ensure sincere and consistent
– Understand each person is an individual, tailor recognition to be meaningful to the person
– Give commendation for special accomplishments & efforts
– Do not overlook contributions, especially if others recognition is public
Compliment
• Refers to any communication that does not use words
• Takes place extensively at every level, organization ,individual, family ,social
• One of the oldest forms of communication• Consists gestures, postures, signals and facial
expression • Universal in appeal
Non Verbal Communication
• Your dress• Your facial expression• Your smile• Your eyes• Are you
seated/standing?• Position of your
hands/legs
• Position of your body• Way your greet• Your office• Your table/chairs• Your
telephone/computer• Anything else?
Body Language
