Leadership: Understanding its Global Impact

1. Leadership:Understanding its Global Impact Chapter 9: Leadership communication

2. Learning objectives • Describe the differences between core, team and strategic communication skills • Understand and practice the key elements at each communication level • Develop effective negotiation skills • Explain and contrast conflict management styles

3. Chapter contents • Spotlight: Brian Cook • Introduction • The importance of communication for leaders • Core communication skills for leaders • Leader in action: Pat Grier • Team communication skills • Strategic and external communication skills • Communication across cultures • Negotiation and conflict resolution skills • Summary • Case study: Ramsay Health Services

4. Spotlight: Brian Cook • Good summary of how communication skills … and sound communication systems … establish the foundation for organisational effectiveness • Skills and techniques identified in this spotlight can be learnt

5. Introduction • Effective communication skills are critical • ‘Transfer of understanding and meaning to others’ • In this chapter: • Core • Team • Strategic and external communication skills

6. The importance of communication • Winston Churchill • ‘the difference between mere management and leadership is communication’ (Humes 1991) • Leaders spend from around 75% to 90% of their time on communication activities

7. Core communication skills • Interpersonal skills/people skills • oral and written communication • non-verbal communication • active listening • giving and receiving feedback • emotional intelligence • negotiation andconflict resolution • Active listening and giving and receiving feedback are most critical

8. Team communication skills • Open door policy • Managing by walking around (MBWA) • Facilitating meetings - about 15% of the salary cost of large organisations is spent on employee meeting time • Carlopio, Andrewartha & Armstrong 2005; Dubrin, Dalglish &Miller 2006 • The ‘4 Ps’.

9. Strategic and external communication skills • Important as leader rises in the organisation • Statements of vision, mission and values • Communication systems • Leaders as communication role models • Knowledge management • External relations

10. Communication across cultures • Cultural differences between people can affect the way a leader chooses to communicate • A framework for understanding cultural differences • Hofstede 2001 and Trompenaars et al. 1998 • O’Hara-Devereaux and Johansen 1994

11. Negotiation and conflict resolution skills • Leaders devote around 20% of their time to negotiating outcomes or resolving conflict • Leaders often poorly skilled in this area • Leaders must be the initiators of conflict resolution

12. Negotiation • Negotiation • distributed bargaining • integrative bargaining • Key skills - Fisher & Ury 1981

13. Conflict • Conflict situations • task conflict • relationship conflict • process conflict

14. Relationship conflict • Lussier & Achua 2004 – 5 styles • avoidance • accommodation • force • negotiation • collaboration

15. The BCF model • Collaborative style recommended for most conflict situations • Lussier & Achua 2004 recommend when using this style, the leader use the Behaviour, Consequences, and Feelings (BCF) model

16. Summary • Everything a leader does to influence others involves communicating • Good communication skills are the foundation of effective leadership • Good communication skills alone, however, do not make an effective leader

17. Case study: Ramsay Health Centre • What were the first steps Ramsay leaders used to turn the organisation around? • List the communication techniques Ramsay leaders used to open communication channels to internal and external stakeholders. • Why was the ‘Ramsay Way’ so important in developing a special culture for the organisation?