1. CHAPTER 2: LEADERSHIP SKILLS
“Leadership is the knack of getting somebody
to do something you want done
because he wants to do it.”
Dwight D. Eisenhower
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Contents
The Communication Process
Direction of Communication
Types of Conflict
Common Causes of Conflict
Techniques to Improve Your Conflict Management Skills
The Decision-Making Process
Time Management
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Introduction
In this chapter, you will learn about:
The communication process and the barriers to effective communication
Communication skills that help develop positive relationships
The types of conflict and its common causes
Strategies to minimize and resolve conflict
Factors affecting the decision-making process
Techniques to bring about organizational change
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4. The Communication Process
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Communication
Sending a message to a receiver
70% of our waking hours is communication - a potential leader needs good communication skills
The message must be completely understood in order to be effective
Requirements:
Knowledge of the effectiveness of different types of communication
Development of good listening skills
Use of paraphrasing and feedback
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6. The Communication Model
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7. Barrier to Effective Communication
Filtering
Selective attention
Defensiveness
Information overload
Differing gender styles
Poor listening skills
Physical or environmental barriers
Body language
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Filtering
When the sender of a message purposely communicates information that she thinks will be viewed favourably by the receiver
Telling someone what you think he wants to hear
For example, telling your teacher that the class was really interesting and informative, even if you don’t really believe that, in the hope that the teacher will raise your mark
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Selective Attention
A receiver sees and hears based on their own needs, experiences, and motivations
We tend to hear and see selectively to reinforce our personal perspectives, and we base our interpretations on our personal value systems
For example, a man who believes that women are poor drivers will look for situations to support his viewpoint rather than assess all situations equally
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Defensiveness
When individuals are feeling threatened, they tend to react in a manner that hinders their ability to understand any form of communication, often in aggressive manner
This hinders effective communication and does not solve the problem
For example, if your coach tells you that you are not putting out enough effort, you may find it tempting to respond that “the drill was stupid in the first place”
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Information overload
An overwhelming array of data is available today
As a result, people invariably resort to weeding out, ignoring, tuning out, forgetting, or passing over information that they normally would have read or thoughtfully considered
Either way, the result is lost information and less effective communication
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Gender styles
Current research indicates that men and women use oral communication for very different reasons
This means that gender has the potential to become a serious barrier to effective communication between the sexes
Men talk to emphasize status, whereas women talk in an attempt to make a connection
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