1. Leadership Communications November 20, 2018

2. Leadership An effective leader communicates… Listens Observes
Gives feedback

3. Basics of Communications
Sender
Feedback
Message
Response
Channel
Audience

4. “Don’t Speak, Unless You Can Improve On The Silence.”
Words of Wisdom
“Don’t Speak,
Unless You
Can Improve
On The Silence.”
Source: New England Proverb

5. Communications
“The biggest problem in communications is the illusion that it has been accomplished.”
George Bernard Shaw

6. Effective Listening Listening is an important leadership skill.
Unfortunately …
We tend to judge leaders solely by their speaking skills.

7. As a leader…
…people’s first impression of you is based on your speaking skills.
…their lasting impression is based on your listening skills.

8. Barriers To Effective Listening
Working, reading, TV watching
Exhibiting a lack of interest in the other person/topic
Failing to make eye contact
Using non-supportive body language
Failing to do listening checks

9. How to Listen Sharpen your listening attitude Meet the speakers gaze
- Stay focused
- Listen for understanding
Meet the speakers gaze
- Maintain eye contact
Summarize as you listen
- Use listening checks
Don’t day-dream…listen

10. Rule of Effective Listening
You will be more effective if you….
Listen 70% of the time
Transmit 30%
Unfortunately…
Most people do just the opposite.

11. Listening People actually hear about 50% of what is communicated.
People only listen to about 25% of the message.
People understand about 12% of what is said.
People only remember about 3% of what they are told.

12. Basic Rule of Effective Listening
“If you are working on your response while the other person is talking…you are not listening effectively.”

13. 10 Tips for Effective Listening
1. Stop Talking!
2. Put the other person at ease.
3. Show the other person that you want to hear them.
4. Remove distractions.
5. Empathize with the other person.

14. 10 Tips for Effective Listening
6. Be patient.
7. Watch your emotions.
8. Be very slow to disagree, criticize or argue.
9. Do listening checks.
10.STOP TALKING!
Source: Dr. Philip E. Humburt

15. Remember…
Reasonable People,
Equally Informed,
Seldom Disagree.

16. Basics of Communications
Sender
Message
Channel
Audience
Response
Feedback

17. Try this Listening Exercise
Practice
Try this Listening Exercise

18. One Way Communications

19. Basics of Communications
Sender
Message
Channel
Audience
Response
Feedback

20. Two Way Communications

21. Communications One-Way Two-Way 1. Faster 2. Less Accurate
3. Communicator Satisfied
4. Receiver Frustrated
5. Single Responsibility
Two-Way
1. Slower
2. More Accurate
3. Communicator Frustrated
4. Receiver Satisfied
5. Mutual Responsibility

22. What is a Listening Check?
The ability to paraphrase/restate what you are hearing with the goal of promoting understanding between you and the speaker.

23. Listening Checks Clarification Checks
“Before you go on, let me make sure I understand what you are saying.”
“I am not sure I understand. Can you help me?”
“What are you suggesting?”
“Would you explain that again for me?”
“Can you explain exactly what you mean by..?”

24. Listening Checks Paraphrase Checks “What I heard you say was…”
“Are you saying that…?”
“Let me repeat what you have said to be sure I have heard you correctly.”
“Let’s recap what you’ve said so far.”

25. Use Listening Checks… When the outcome is crucial
In conflict situations
To communicate caring
When problem solving
During telephone conversations
During interviews
When working with customers

26. Try this Listening Exercise
Practice
Try this Listening Exercise

27. The procedure is actually quite simple
The procedure is actually quite simple. First, you arrange things into different groups. Of course, one pile may be sufficient depending on how much there is to do. If you have to go somewhere else due to lack of facilities, then that is the next step. Otherwise, you are fairly well set.
It is important not to overdo things. That is, it is better to do too few things at once than too many. In the short run, this may not seem important, but complications can easily arise. A mistake can be expensive as well. At first, the whole procedure will seem complicated. Soon, however, it will become just another fact of life. It is difficult to foresee any end to the necessity for this task in the immediate future, but one never can tell.
After the procedure is completed, one arranges the materials into groups again. Then they can be put into their appropriate places. Eventually, they will be used once again, and the whole cycle will have to be repeated. However, that is part of life.
What procedure am I?

28. Effective Listening Form Triads A person B person C person

29. A - Communicator B - Listener C - Observer
Triads
A - Communicator
B - Listener
C - Observer

30. Topics The election President Trump Economic Development Pro-Life, Pro-Choice ISIS Raising a teenage child A topic of your choice

31. Basics of Communications
Sender
Message
Channel
Audience
Response
Feedback

32. Giving Feedback Give feedback on a timely basis.
Deal only with behavior that the receiver can change.
Offer feedback in caring way.
Direct message to the person’s behavior.
Be specific/support with examples.
Describe impact of behavior on you.
Suggest alternatives.

33. Receiving Feedback Treat feedback as an opportunity.
Try not to act defensive.
Be sure you understand the feedback.
Verify the feedback with others.
Express your appreciation.

34. Four Step Feedback Model
State your issue or grievance
Request a change in behavior
Make an agreement
Follow-up/ acknowledge

35. Feedback Exercise
What behaviors should I KEEP doing because they are effective?
What behaviors should I STOP doing because they are not effective?
What behaviors should I START doing to make our relationship more effective?

36. Assignment
Ask significant people in your life to score your listening skills.
On a Scale of 1 to 10…
1 - Lousy Listener to
10 - Effective Listener

37. Pulling Together
Your task is to construct a pyramid with the six cups by using the rubber band attached to the string.

38. Pulling Together Rules: You will work in silence.
All direction comes from leaders
You cannot touch the cups with your hands.
The string cannot be altered in any way.
All cups must be upright at the end of the exercise.

39. Leadership Communications
A Leader is Observant

40. Check your Observation Skills

41. Changing your thinking
“If you change the way you look at things…the things you look at change.”
Dr. Wayne Dyer
10 Secrets to Inner Peace

46. What’s on a
Penny?

47. Exercise Draw a picture of the front and back of a penny
List everything that is on the front and back of a penny

48. What’s On A Penny?

49. What’s On A Penny? Front: “In God We Trust” Liberty Date
Mint Mark (usually under the date)
President Lincoln’s Portrait

50. What’s On A Penny? Back: United States of America One Cent
E Pluribus Unum
Lincoln Memorial
(12 columns)

51. GENERAL CHARACTERISTICS:
What’s On A Penny?
GENERAL CHARACTERISTICS:
Copper Color
Raised Rim around edge on both sides
Front & Back Inverted from each other
3/4 of an inch thick in diameter
1/16 of an inch thick
Weighs approximately 1/6 ounce

52. HOW MANY TIMES IN A YEAR IS A PENNY HANDLED?

53. HOW MANY TIMES IN A YEAR IS A PENNY HANDLED?
1,000!

54. Observations
On a standard traffic light, is the green on the top or the bottom?
What two numbers on the telephone dial don’t have letters by them?
On the US flag is the top stripe red or white?
In which hand is the Statue of Liberty’s torch?
How many sides does a stop sign have?

55. Observations (continued)
Do books have even numbered pages on the right or left side?
How many sides are there on a standard pencil?
Does a merry go round turn counter or clockwise?
What six colors are on the classic Campbell’s soup label?
How many channels on a VHF dial?

56. Observations
On a standard traffic light, is the green on the top or the bottom?
bottom
What two numbers on the telephone dial don’t have letters by them?
1,0
On the US flag is the top stripe red or white?
red
In which hand is the Statue of Liberty’s torch?
right
How many sides does a stop sign have?
eight

57. Observations (continued)
Do books have even numbered pages on the right or left side?
left
How many sides are there on a standard pencil?
six
Does a merry go round turn counter or clockwise?
counter
What six colors are on the classic Campbell’s soup label?
Blue, red, white, yellow, black & gold
How many channels on a VHF-TV dial?
twelve

58. The BIGGEST Obstacle to Learning Anything Is
Believing You Already Know It!