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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.

© 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.

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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.

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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.

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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.

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Inspirational Speaking and Writing (from Table 12-1)

A - A Variety of Inspirational Tactics1. Be credible2. Gear your message to the listener3. Sell group members on the benefits of

your suggestions4. Use heavy-impact and emotion-

provoking words5. 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.

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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

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Inspirational Speaking and Writing (cont’d)

B - Use a Power-Oriented Linguistic Style

1. Speak loudly enough2. Downplay uncertainty3. Use the pronoun “I”4. Minimize the number of questions you

ask5. Minimize self-deprecation6. Offer negative feedback directly7. 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.

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Inspirational Speaking and Writing (cont’d)

B - Use a Power-Oriented Linguistic Style (cont’d)

8. Speak directly, not indirectly9. Weed out wimpy words10. Know exactly what you want11. Set the agenda and make listeners

comfortable12. Be bold in your statements13. 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.

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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.

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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

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Nonverbal Communicationand 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.

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Nonverbal Communicationand 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.

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Listening as a Leadership Skill

Two impediments to effective listening by leaders are

not enough time

the speed difference between speaking and listening

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Listening as a Leadership Skill (cont’d)

There are two strategies that a leader can employ

Selective listening

Making the rounds

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How to Make the Rounds

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Overcoming Cross-CulturalCommunication Barriers

1. Be aware that differences exist and are important

2. Challenge your cultural assumptions3. Show respect for all workers4. Use straightforward language and

speak slowly and clearly5. Look for signs of misunderstanding6. 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.

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Overcoming Cross-CulturalCommunication 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 identification10. Learn cultural nonverbal customs11. Look for uniqueness in individuals, not

race, ethnic, or culturally-based physical attributes

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Figure 12-1 Conflict-Handling Styles According to the Degree of Cooperation and Assertiveness

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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

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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.

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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

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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

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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.

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Summary (cont’d)

Leaders can improve their communication by following the six principles of persuasion

Skill can also be developed in using nonverbal communication

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Summary (cont’d)

Overcoming cross-cultural communication barriers is another leadership challenge

Leaders must also be skilled in conflict management and negotiations