Academy for Academy for Leadership & Leadership & DevelopmentDevelopment

Principle-Centered Principle-Centered CommunicationCommunication

Communication principles for Communication principles for understanding and managing understanding and managing communication in the complex role communication in the complex role of organizational leaders.of organizational leaders.

(Karre, 2007)

Principle 1: Principle of Principle 1: Principle of InevitabilityInevitability

We cannot NOT communicateWe cannot NOT communicate Often, communication is Often, communication is

intentional, purposeful, and intentional, purposeful, and consciously motivatedconsciously motivated

Sometimes we are Sometimes we are communicating even when we are communicating even when we are unaware that we areunaware that we are

(Karre, 2007)

Principle 2: Principle of Principle 2: Principle of IrreversibilityIrreversibility

We can NOT uncommunicateWe can NOT uncommunicate What we communicate remains What we communicate remains

communicated, although we may communicated, although we may try to qualify, negate, or somehow try to qualify, negate, or somehow reduce the effects of the messagereduce the effects of the message

Communication is unrepeatableCommunication is unrepeatable Communication is immediate and Communication is immediate and

presentpresent(Karre, 2007)

Principle 3: Principle of Principle 3: Principle of Symmetry and AsymmetrySymmetry and Asymmetry All communication is either All communication is either

symmetrical or asymmetricalsymmetrical or asymmetrical Symmetrical communication is Symmetrical communication is

communication of equalitycommunication of equality Asymmetrical communication is Asymmetrical communication is

communication of inequalitycommunication of inequality Dysfunctions of Principle: Competitive Dysfunctions of Principle: Competitive

asymmetry, rigid asymmetry, and asymmetry, rigid asymmetry, and progressive differentiation issuesprogressive differentiation issues

(Karre, 2007)

Principle 4: Principle of Principle 4: Principle of Content and RelationshipContent and Relationship

All communication transactions have All communication transactions have both content and a relationshipboth content and a relationship

The content dimension includes the The content dimension includes the verbal and nonverbal messages sentverbal and nonverbal messages sent

The relationship dimension is The relationship dimension is defined by the formal and informal defined by the formal and informal relationship between the relationship between the communicatorscommunicators

(Karre, 2007)

Principle 5: Principle of Principle 5: Principle of PunctuationPunctuation

The tendency to divide The tendency to divide communication transactions into communication transactions into sequences of stimuli and sequences of stimuli and responsesresponses

Progressive spirals and regressive Progressive spirals and regressive spiralsspirals

The Ripple EffectThe Ripple Effect(Karre, 2007)

Learning ReviewLearning Review

Defining the TaskDefining the Task

Conflict is inevitableConflict is inevitable Conflict can be positiveConflict can be positive Conflict can be managedConflict can be managed Conflict resolution is not always Conflict resolution is not always

the goalthe goal

Emotional IntelligenceEmotional Intelligence

Identifying emotionsIdentifying emotions Using emotionsUsing emotions Understanding emotionsUnderstanding emotions Managing emotionsManaging emotions

(Mayer & Salovey, 1993)

Aristotle’s ChallengeAristotle’s Challenge

““Anyone can become angry – that is Anyone can become angry – that is easy. But to be angry with the right easy. But to be angry with the right person, to the right degree, at the person, to the right degree, at the right time, for the right purpose, and right time, for the right purpose, and in the right way – this is not easy.” in the right way – this is not easy.”

– – AristotleAristotle

Four Domains ofFour Domains ofEmotional IntelligenceEmotional Intelligence

Personal CompetencePersonal Competence (Intrapersonal): (Intrapersonal): How we manage ourselvesHow we manage ourselves Domain 1: Self-awarenessDomain 1: Self-awareness Domain 2: Self-managementDomain 2: Self-management

Social CompetenceSocial Competence (Interpersonal): (Interpersonal): How we manage relationshipsHow we manage relationships Domain 3: Social-awarenessDomain 3: Social-awareness Domain 4: Relationship managementDomain 4: Relationship management

(Goleman, 2002)

Personal Competence Personal Competence (Intrapersonal) Domain 1: (Intrapersonal) Domain 1: Self-AwarenessSelf-Awareness Emotional self-awarenessEmotional self-awareness Accurate self-awarenessAccurate self-awareness Self-confidenceSelf-confidence

(Goleman, 2002)

Personal Competence Personal Competence (Intrapersonal)(Intrapersonal)Domain 2: Self-ManagementDomain 2: Self-Management(Managing Emotions and Self-(Managing Emotions and Self-Motivation)Motivation) Self-controlSelf-control TransparencyTransparency AdaptabilityAdaptability AchievementAchievement InitiativeInitiative OptimismOptimism

(Goleman, 2002)

Social Competence (Interpersonal)Social Competence (Interpersonal)Domain 3: Social Awareness Domain 3: Social Awareness (Relating Well – Recognizing (Relating Well – Recognizing Emotions In Others)Emotions In Others)

EmpathyEmpathy Organizational awarenessOrganizational awareness ServiceService

(Goleman, 2002)

Social Competence (Interpersonal)Social Competence (Interpersonal)Domain 4: Relationship Management Domain 4: Relationship Management (Emotional Mentoring – Handling (Emotional Mentoring – Handling Relationships)Relationships) InspirationInspiration InfluenceInfluence Developing othersDeveloping others Change catalystChange catalyst Conflict managementConflict management Teamwork and collaborationTeamwork and collaboration

(Goleman, 2002)

Conflict is InevitableConflict is Inevitable

ConflictConflict

How do you personally perceive How do you personally perceive conflict?conflict?

Do you view conflict as an Do you view conflict as an opportunity or a threat?opportunity or a threat?

What is your current leadership What is your current leadership approach to conflict?approach to conflict?

Definition of ConflictDefinition of Conflict

Conflict refers to a disagreement; Conflict refers to a disagreement; opposing points of viewopposing points of view

In organizations, conflict occurs In organizations, conflict occurs when two or more people when two or more people perceive their goals are mutually perceive their goals are mutually exclusiveexclusive

Three StrategiesThree Strategies

The Other PersonThe Other Person The SituationThe Situation OurselvesOurselves

Conflict Management Conflict Management ResponsibilitiesResponsibilities A commitmentA commitment A mindful approachA mindful approach

The Mindful ApproachThe Mindful Approach

Five steps:Five steps: ReframeReframe RecognizeRecognize RehearseRehearse RespondRespond ReflectReflect

(Karre, 2007)

Step 1: ReframeStep 1: Reframe

Conflict is normal and inevitableConflict is normal and inevitable A problem needs a solutionA problem needs a solution Look for a synergistic win-winLook for a synergistic win-win Commit to behaving in a Commit to behaving in a

productive mannerproductive manner(Karre, 2007)

Step 2: RecognizeStep 2: Recognize

Core issuesCore issues Conflict stylesConflict styles Emotional responsesEmotional responses Conflict trapsConflict traps

(Karre, 2007)

Recognize Core IssuesRecognize Core Issues

Me You

Context Relationship

Recognize Conflict Recognize Conflict StylesStyles

CO

NC

ER

N F

OR

SELF

Competing

Unass

ert

ive

Uncooperative

Avoiding

Compromising

Collaborating

Accommodating

Cooperative

(Thomas-Killmann, 1997)

Ass

ert

ive

CONCERN FOR OTHERS

Recognize EmotionsRecognize Emotions

Your emotional responseYour emotional responseaffects the outcomeaffects the outcome

Your Style in ConflictYour Style in Conflict

Your Style in ConflictYour Style in Conflict

Your Style in ConflictYour Style in Conflict

Your Style in ConflictYour Style in Conflict

Four Responses to Four Responses to ConflictConflict

Step 3: RehearseStep 3: Rehearse

A Conflict Coaching ModelA Conflict Coaching Model Minimal Effective Response and Minimal Effective Response and

Relationship RemindersRelationship Reminders The Three-Part Approach: The AID The Three-Part Approach: The AID

ModelModel Assessing Goals and Reality: The Assessing Goals and Reality: The

GROW ModelGROW Model Crucial ConversationsCrucial Conversations

(Karre, 2007)

A.I.D. Model for A.I.D. Model for Managing Conflict Managing Conflict ProductivelyProductively

ActionAction ImpactImpact Desired OutcomeDesired Outcome

(Karre, 2007)

G.R.O.W. Model for G.R.O.W. Model for Managing Conflict Managing Conflict ProductivelyProductively

GoalGoal RealityReality OptionsOptions Wrap-UpWrap-Up

(Karre, 2007)

Crucial Conversation Crucial Conversation ModelModel

1.1. Name the issue.Name the issue.

2.2. Select a specific example.Select a specific example.

3.3. Describe your emotions.Describe your emotions.

4.4. Clarify what is at stake.Clarify what is at stake.

5.5. Identify contributing factors.Identify contributing factors.

6.6. Share your wish.Share your wish.

7.7. Invite response.Invite response.

Step 4: RespondStep 4: Respond

Be proactiveBe proactive Remember the principle of irreversibilityRemember the principle of irreversibility Use effective interpersonal communication Use effective interpersonal communication

skillsskills Use AID, GROW, and the Crucial Use AID, GROW, and the Crucial

Conversation ModelConversation Model Use conflict management toolsUse conflict management tools Do not take an asymmetrical communication Do not take an asymmetrical communication

positionposition Be mindful of the punctuation and spirals Be mindful of the punctuation and spirals

you beginyou begin(Karre, 2007)

Step 5: ReflectStep 5: Reflect

Was I mindful?Was I mindful? Did I attempt to reframe?Did I attempt to reframe? Did I recognize core issues, conflict Did I recognize core issues, conflict

styles, and traps?styles, and traps? Did I respond effectively?Did I respond effectively? What lessons have I learned as I What lessons have I learned as I

reflect on managing conflict reflect on managing conflict productively?productively?

(Karre, 2007)

IPDPIPDP

ReflectionReflection