The president as communicator in chief Pleased to be with everyone Michigan Community College Leadership Academy Thursday, January 19, 2017 Dr. Jean Goodnow, President Delta College

Dr. Jean Goodnow President of Delta College since 2005 President of Illinois Valley Community College, 1996-2005 Various faculty, student services and administrative roles at community colleges in Iowa (1972-1996) Bachelor of Arts Degree in Sociology, Master of Arts Degree in Rehabilitation Counseling, and a Doctor of Philosophy Degree in Higher Education Administration from the University of Iowa Completed post-graduate study at Harvard University Member, Bay Area Chamber of Commerce Board of Directors Member, Great Lakes Bay Regional Alliance Board of Directors Member, Michigan Association of Community Colleges Board of Directors

Session objectives Discuss verbal and non-verbal communication Discuss listening as an essential part of effective communication Discuss day-to-day communication Discuss “crisis” communication – and what that means

com·mu·ni·ca·tion the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else a message that is given to someone : a letter, telephone call, etc. communications : the ways of sending information to people by using technology www.merriam-webster.com

Verbal vs. non-verbal communication

TYPES OF NONVERBAL COMMUNICATION Facial Expression Eye Contact Gestures Posture & Body Orientation Proximity Paralinguistics

Importance of listening

THE ART OF GOOD LISTENING

TEN WAYS TO BE A GOOD LISTENER 1. Make Eye Contact. 2. Be Present. 3. Give NO Sign You are Ready to Respond. 4. Wait Two Seconds to Respond. 5. Let the Other Person Go First. 6. Care About What’s Being Said. 7. Listen For the Message Within the Message. 8. Don’t Change the Subject. 9. Respond by Asking Questions. 10. Don’t Start a Side Conversation.

“Most people do not listen with the intent to understand; they listen with the intent to reply.” Stephen R. Covey (1932-2012) Educator, author, businessman and keynote speaker

communication and leadership

“The true leader strives first to listen and understand, to accept and to empathize, to seek to build community based upon trust and respect, mutual growth and fulfillment.” From “Leadership as Service: A New Model for Higher Education in a New Century,” by Kent A. Farnsworth

…AND THE IMPORTANCE OF LEADERSHIP!

The president's ROLE IN A CRISIS

PRESIDENT’s role in crisis management Once a Crisis Management Team is activated, all day-to-day duties must be delegated to others President’s 5 tasks during a crisis: Continue to guide the college Confirm/modify the strategic decisions of the crisis response team Express sympathy (or other appropriate responses) of the college Be prepared to take over as spokesperson if designated spokesperson makes a mistake Break any deadlocks occurring on decision-making within the crisis team The President/CEO will be ultimately responsible for the outcome

Before a crisis happens Develop a crisis leadership team and define responsibilities Develop a crisis communications team Develop regular communications support Have a number of employees who can write for the president Have regular messaging to support your vision

THE PRESIDENT in times of uncertainty To be a compelling leader, you must exude passion, confidence and strength Work to overcome issues that can smolder and turn into a crisis Declining enrollments Budget cutbacks Academic scandal Anonymous accusations or damaging rumors Employee involvement in a scandal Student complaint or issue

Write your plan in advance This book is written from a community college perspective The authors know our unique challenges Buy a copy for yourself and for your team members as a resource

Communicating a future direction

THE PRESIDENT SETS THE campus DIRECTION The President regularly sets the direction ahead – hear the voices of your staff Should embody the organization’s mission on a daily basis Inspire others and rally the team Communicate a compelling vision Exude passion, confidence and strength

You can be a great communicator

Ten Communication Secrets of Great Leaders 1. Speak not with a forked tongue. 2. Get personal. 3. Get specific. 4. Focus on the leave-behinds not the take-aways. 5. Have an open mind.   From Forbes Magazine

Ten Communication Secrets of Great Leaders 6. Shut-up and listen. 7. Replace ego with empathy. 8. Read between the lines. 9. When you speak, know what you’re talking about. 10. Speak to groups as individuals. 11. Bonus – Be prepared to change the message if needed.   From Forbes Magazine

Great COMMUNICATORS & GREAT LEADERS

ONE LAST THOUGHT… “(As a leader), be more concerned with your character than with your reputation. Character is what you really are; reputation is merely what you are perceived to be.” John Wooden (1910-2010) Former basketball player, coach and author

Questions & Comments

Contact Information Dr. Jean Goodnow President, Delta College (989) 686-9200 jeangoodnow@delta.edu