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Leading through Communication and Conflict

Leading through Communication and Conflict. Lorne Lantz, Carly Moore and Rebecca Routledge. Agenda. L = f (L 1 + L 2 + G m + s) Topic 1: Listening/Sharing  Respect/Trust (Lorne) Topic 2: Decisiveness  Credibility (Carly) Topic 3: Negotiating  Win-win (Rebecca) .

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Leading through Communication and Conflict

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  1. Leading through Communication and Conflict Lorne Lantz, Carly Moore and Rebecca Routledge

  2. Agenda L = f (L1 + L2 + Gm + s) Topic 1: Listening/Sharing  Respect/Trust (Lorne) Topic 2: Decisiveness  Credibility (Carly) Topic 3: Negotiating  Win-win (Rebecca) Leading through Communication and Conflict

  3. Listening and Sharing L = f (L1 + L2 + Gm + s) Topic 1: Listening/Sharing  Respect/Trust

  4. Listening and Sharing • The Scenario • Manager for 600 baggage handlers at Pearson Airport • Baggage handling repetitive work • Baggage handlers belong to a union • Right now you only have transactional leadership • How do you motivate them using transformational leadership skills?

  5. Listening and Sharing Strategies to Transformational Leadership

  6. Listening and Sharing Telling Tales

  7. Listening and Sharing • Result is • TRUST & RESPECT • “People will follow you, not because they have to, • but because they want to”

  8. Decisiveness L = f (L1 + L2 + Gm + s) Topic 2: Decisiveness  Credibility

  9. Decisiveness • Openness • Candor • Informality • Closure Decisive communication Leader Group Coherence of ideas Resolves tension Emotional commitment to outcome Creativity/ Insightfulness

  10. Decisiveness • Flip-flopping: the ability to change one’s direction based on new information “Changing ones mind is not a sin; It is a way of saying I’m wiser today than I was yesterday.” -Senator George McGovern

  11. Decisiveness • When to apologize? • Serve an important purpose • Offence is serious consequence • Leader should assume responsibility • Cost speaking < cost silence • What constitutes a good apology? • Acknowledgement of mistake/wrongdoing • Acceptance of responsibility • Expression of regret • Promise that offense will not be repeated • TIMELY!

  12. Public Apology Michael McCain - President and CEO, Maple Leaf Foods

  13. Negotiating L = f (L1 + L2 + Gm + s) Topic 3: Negotiating  Win-win

  14. Step 1 - Don’t react:Go to the Balcony “Speak when you’re angry and you will make the best speech you will ever regret” • Dangerous reactions • Striking back • Giving in • Breaking off • Go to the balcony • Buy time to think

  15. Step 2 - Don’t argue:Step to their Side • Listen to what they have to say • Acknowledge their point • Agree with them whenever you can

  16. Step 3 - Don’t reject:Reframe • Why? • What if? • Ask for their advice • What makes that fair? • Ask open-ended questions

  17. Step 4 - Don’t push:Build them a Golden Bridge • Involve the other side • Satisfy unmet interests • Help them save face • Go slow to go fast

  18. Step 5 - Don’t escalate:Use Power to Educate • Let them know the consequences • Keep sharpening their choice • Aim for mutual satisfaction, not victory • Forge a lasting agreement

  19. Recap L = f (L1 + L2 + Gm + s) Topic 1: Listening/Sharing  Respect/Trust Topic 2: Decisiveness  Credibility Topic 3: Negotiating  Win-win Leading through Communication and Conflict

  20. Questions?

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