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)

Listening and Sharing L = f (L 1 + L 2 + G m + s) Topic 1: Listening/Sharing Respect/Trust

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?

Listening and Sharing Strategies to Transformational Leadership Listening Active Listening Understand their true feelings Receptive to bad news Sharing Frequent & candid information Telling Tales

Listening and Sharing Telling Tales Different stories to tell depending on your objective: Sparking Action Fostering Collaboration Communicating who you are Leading people into the Future

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

Decisiveness L = f (L 1 + L 2 + G m + s) Topic 2: Decisiveness Credibility

Decisiveness 1. Openness 2. Candor 3. Informality 4. Closure Group Decisive communication Leader Creativity/ Insightfulness Resolves tension Emotional commitment to outcome Coherence of ideas

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

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!

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

Negotiating L = f (L 1 + L 2 + G m + s) Topic 3: Negotiating Win-win

Step 1 - Dont react: Go to the Balcony Speak when youre 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

Step 2 - Dont argue: Step to their Side Listen to what they have to say Acknowledge their point Agree with them whenever you can

Step 3 - Dont reject: Reframe Why? What if? Ask for their advice What makes that fair? Ask open-ended questions

Step 4 - Dont push: Build them a Golden Bridge Involve the other side Satisfy unmet interests Help them save face Go slow to go fast

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

Recap L = f (L 1 + L 2 + G m + s) Topic 1: Listening/Sharing Respect/Trust Topic 2: Decisiveness Credibility Topic 3: Negotiating Win-win

Questions?