1 Chapter Twelve Communication and Conflict Resolution Skills © 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

2 Learning Objectives  Explain why good communication skills contribute to effective leadership.  Describe the basics of inspirational and emotion-provoking communication.  Describe key features of a power- oriented linguistic style.  Describe the six basic principles of persuasion.

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 3 Learning Objectives (cont’d)  Describe the elements of supportive communication.  Be sensitive to the importance of overcoming cross-cultural barriers to communication.  Identify basic approaches to resolving conflict and negotiating.

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4 Communication and Leadership  Effective leaders are also effective communicators  To be effective, the leader must synchronize verbal and nonverbal behavior  Technology has had a meaningful impact on leaders’ communication and coordination

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5 Inspirational Speaking and Writing (from Table 12-1) A - A Variety of Inspirational Tactics 1.Be credible 2.Gear your message to the listener 3.Sell group members on the benefits of your suggestions 4.Use heavy-impact and emotion- provoking words 5.Use anecdotes and metaphors to communicate meaning

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6 Inspirational Speaking and Writing (cont’d) A - A Variety of Inspirational Tactics (cont’d) 6.Back up conclusions with data (to a point) 7.Minimize language errors, junk words, and vocalized pauses 8.Write crisp, clear memos, letters, and reports, including a front-loaded message 9.Use business jargon in appropriate doses

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 7 Inspirational Speaking and Writing (cont’d) B - Use a Power-Oriented Linguistic Style 1.Speak loudly enough 2.Downplay uncertainty 3.Use the pronoun “I” 4.Minimize the number of questions you ask 5.Minimize self-deprecation 6.Offer negative feedback directly 7.Make your point quickly

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 8 Inspirational Speaking and Writing (cont’d) B - Use a Power-Oriented Linguistic Style (cont’d) 8.Speak directly, not indirectly 9.Weed out wimpy words 10.Know exactly what you want 11.Set the agenda and make listeners comfortable 12.Be bold in your statements 13.Increase your listener’s receptivity through effective framing

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 9 Six Principles of Persuasion  1. Liking: People like those who like them  2. Reciprocity: People repay in kind  3. Social proof: People follow the lead of similar others

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 10 Principles of Persuasion (cont’d)  4. Consistency: People align with their clear commitments  5. Authority: People defer to experts  6. Scarcity: People want more of what they can have less of

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 11 Nonverbal Communication and Videoconferencing  Nonverbal communication rules apply in both live and videoconferencing situations Use perfect posture Use positive head and hand gestures If standing, stand up straight with feet outward Speak at a moderate pace with confident voice Smile frequently and naturally Maintain eye contact Gesture in a natural, friendly way Guard the time

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 12 Nonverbal Communication and Videoconferencing (cont’d)  Your external image is important to fostering respect and privilege; be well-dressed and neatly groomed  Videoconferencing places extra demands on verbal and nonverbal skills  Practicing and rehearsing with videotape ahead of time is helpful

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 13 Listening as a Leadership Skill  Two impediments to effective listening by leaders are not enough time the speed difference between speaking and listening

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 14 Listening as a Leadership Skill (cont’d)  There are two strategies that a leader can employ Selective listening Making the rounds

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 15 How to Make the Rounds

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 16 Overcoming Cross-Cultural Communication Barriers 1.Be aware that differences exist and are important 2.Challenge your cultural assumptions 3.Show respect for all workers 4.Use straightforward language and speak slowly and clearly 5.Look for signs of misunderstanding 6.When appropriate speak in their language

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 17 Overcoming Cross-Cultural Communication Barriers (cont’d) 7.Observe cross-cultural differences in etiquette 8.Do not judge style, accent, grammar or personal appearance 9.Avoid racial or ethnic identification 10.Learn cultural nonverbal customs 11.Look for uniqueness in individuals, not race, ethnic, or culturally-based physical attributes

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 18 Figure 12-1 Conflict-Handling Styles According to the Degree of Cooperation and Assertiveness

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 19 Conflict Management Styles 1.The competitive style is a desire to win one’s own concerns at the expense of the other party, or to dominate 2.The accommodative style favors appeasement, or satisfying the other’s concerns without taking care of one’s own 3.The sharing style is halfway between domination and appeasement

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 20 Conflict Management Styles (cont’d) 4.The collaborative style reflects a desire to fully satisfy the desires of both parties 5.The avoidant style combines unassertiveness and a lack of cooperation

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 21 Negotiating and Bargaining  Conflicts can be considered situations calling for negotiating and bargaining, or conferring with another person in order to resolve a problem  Two approaches to negotiation: Distributive bargaining Integrative bargaining

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 22 Negotiation Techniques  Listen first to investigate what the other side wants  Begin with a plausible demand or offer  Focus on interests, not position  Search for the value in differences between the two sides  Be sensitive to international differences in negotiating style

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 23 Summary  Effective leaders are effective communicators  Leaders may develop inspirational and powerful speaking and writing by following a set of suggestions  A power-oriented linguistic style is one way to communicate with inspiration and power

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 24 Summary (cont’d)  Leaders can improve their communication by following the six principles of persuasion  Skill can also be developed in using nonverbal communication

© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 25 Summary (cont’d)  Overcoming cross-cultural communication barriers is another leadership challenge  Leaders must also be skilled in conflict management and negotiations