“Only three things happen naturally in organizations, friction , confusion and underperformance.
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“Only three things happen naturally in organizations,
friction , confusion and underperformance.
Everything else
requires leadership.”
Peter Drucker
Ninety percent of executives rate themselves as effective
communicators. Only thirty percent of their
constituents agree.
Gap 90-30
Needed Competencies vs. Skills Competency Importance to org. Current competencyGap
Communication 6.48 4.06 2.42
Ethical Behavior 6.38 5.56 .82
Managing change 6.17 3.79 2.38
Implementing Plans 6.13 4.47 1.66
Gaining Trust 6.04 4.46 1.58
Relationship Skills 6.02 4.25 1.77
Analytical Thinking 6.01 4.50 1.51
Taking Initiative 6.01 4.51 1.59
Strategic vision 6.01 3.95 2.06
Developing Employees 6.00 3.57 2.42
Strategic Leadership 6.00 3.88 2.12
Source: AMA Leadership Survey: Cost and Measurement
“The State of the CIO” The personal skills most important for CIO success
Effective Communication
Understand Business Process and Ops.
Strategic Thinking and Planning
Thorough knowledge of technical
options
Negotiations skills
Ability to influence/salesmanship
Technical proficiency
70%
58%
46%
31%
19%
17%
10%
The biggest problem with leadership
communication
is the illusion that it has occurred.
1.Understand
2.Agree
3.Care
4.Take action4Fatal Assumptions
1.Recieved2.Understand3.Agree4.Care5.Take action4Fatal Assumptions
Owen RyanGlobal Insurance IndustryLead PartnerDeloitt & Touche
Communication Channels
• Factual
• Emotional
• Symbolic
“Reason without emotion is
neurologically impossible.”
Dr. Antonio Damasio, Descartes’ Error: Emotions,
Reason, and The Human Brain
Steven Pinker, How The Mind Works
“The mind reflexively interprets other people’s words and gestures by doing whatever it takes to make them sensible and true. If the words are sketchy or incongruous, the mind charitably fills in missing premises or shifts to a new frame of reference in which they make sense.”
“…people tend to think of memory…that we have all these videotapes of events stored somewhere in the brain if only we can find them.” In fact, we assemble our memories by patching together broken pieces of stored information and then
filling in the blanks.
Elizabeth Loftus, Ph.D., University of California, as reported by Jessica Snyder Sachs, Popular Science, 7.2003
“Movies are the closest external representation of the prevailing storytelling that goes on in our minds.…what goes on in the transition of shots achieved by editing, and what goes on in the narrative constructed by a particular juxtaposition of shots is comparable in some respects to what is going in the mind.”
Antonio Damasio, The Feeling of What Happens: Body and Emotion in the Making of Consciousness
When leaders fail to communicate in facts, emotions, and symbols, constituents will fill in the blanks.
Authenticity
Leadership
communication is an
inside game. out
“All the knowledge I possess everyone else
can acquire, but my heart is all my own.”
Goethe
Sine Cera
Be your best self, an original,not what others tell you
to be, not a copy of some other leader.
best
“I think somehow, we learn who we really are and then live with that decision .”
Eleanor Roosevelt
“Authentic self-hood is being able to hear these impulse voices within oneself: To know what one really wants or doesn’t want, what one is fit for and what one is not fit for…finding what your true self is and wants and in that process discovering your ability to lead.”
Abraham Maslow, Toward a Psychology of Being
Leaders must communicate a
million complicated things when they fail
to communicate a
few, simple, profound ones.
Factual Channel
The facts may not be boring…
but you might be.
Data alone seldom
persuades and rarely inspires.
LogicOrganization
“Every year since 1950, the number of American children gunned down has
doubled.”
Logic 1950 – 10 children
1970 – 10,485,7601973 – 83,886,0801995 – 350,000,000,000,000
The number of American children killed each year by guns has doubled
since 1950.
Children’s Defense Fund
Communicating facts well requires the same skill as good story telling.
Michael Wood, Vice President, Teen Research
Unlimited
Emotional Channel
We follow leaders because of how
they make us
feel.
Follow because of how .
YoursTheirs
“To express the most difficult matters clearly and intelligently is to
strike coins out of pure gold.”
Emmanuel von Geibel, poet, 1815-1884
Symbolic Channel
Stories Symbols
Oliver Sachs, The Man Who Mistook His Wife For A Hat
“It is this narrative or symbolic power which gives a sense of the world – a concrete reality in the imaginative
form of symbol and story – when abstract thought can provide nothing at all. A
child follows the Bible before he follows Euclid. Not because the Bible is simpler (the reverse
might be said), but because it is cast in a symbolic and narrative mode.”
Harley executive, quoted in Results-based Leadership
“What we sell is the opportunity for a 43 year-old
accountant to dress up in black leather, ride through
small towns and have people be afraid of him.”
The language of constituents.
Are your best salespeople… Hunters?
Farmers?or…
The shortest distance to the
truth is through a story.
“A key – perhaps the key – to
leadership is the effective communication of a story.”Howard Gardner, Leading Minds: An Anatomy of Leadership
DetailsDialogueDrama
Make sure the words are yours.
Push them from the very bottom of your soul.
The performance will take care of itself.
Tom Peters Timeswww.tompeters.com
www.theleadersvoice.biz“slides”
Boyd Clarkeboydclarke@tompeters.com
(5130-683-4702
1999
TNT ranked #1 in prime time. Captured
four of the top five highest-rated original
movies on basic cable.
“In the TV business,focus was the f-word. It meant you would be deliberately limiting your appeal.”I
Scot Safon, TNT SVP Marketing, interview
Viewers Don’t Know What to Expect from TNT
Drama Club Sitcom Lovers Cable Potatoes Broadcast Potatoes Sports Junkies Highbrows
35-54 adults 18-49 women 18-49 adults Mainstream Adults 18-34 men 35-54 adults
Affluent Affluent Skews Downscale Skews Downscale Educated but notaffluent (yet)
Most Affluent
Married w/ Kids Various LifeStages
Kids in HH, even ifsingle
Kids in HH Single, no kids Married
Average TV Viewers Slightly LighterViewers
Heaviest TV Viewers Average TV Viewers Slightly LighterViewers
Lightest Viewers
Prefer dramasmovies,documentaries,dislike sitcoms
Prefer sitcoms, lessinterest indramas/movies
Like all genres, go tocable for variety
Like all genres,watch more kidprograms
Prefer sports, action,less interest indramas/movies
Prefer news, moviesand documentaries,educational TV
5% name TNT as afavorite
1% name TNT as afavorite
4% name TNT as afavorite
3% name TNT as afavorite
2% name TNT as afavorite
2% name TNT as afavorite
“I like TV programsthat touch meemotionally”
“Most of my favoriteshows are sitcoms”
“I would watch threemovies in a row if Ihad the time”
“I wish I had moretime to watch TV”
“Desire a networkthat shows prosports”
“There is very littleon TV that interestsme”
“I like TVprogramming thatmakes me think”
“When I watch TV Icheck out broadcastfirst”
“Programs on cabletend to be better thanbroadcast”
“When I watch TV Icheck out broadcastfirst”
“Do not likeprograms that touchme emotionally”
“I like TVprogramming thatmakes me think”
Overview of Segments
Offers programming suitable for the whole familyHas programs couples can agree upon
Shows programs and movies from my past
Has engaging, dramatic or suspenseful movies and
series
Has a wide variety of movies
Shows recent blockbuster movies
Shows award-winning movies
Produces and televises original made-for-TV movies
Has movies all weekend long
Shows popular movies from the 1980’s and 1990’s
Televises famous sports, music and entertainment stars
Offers concerts and other musical events
Has programs you can’t see anywhere else on TV
Has programming specifically designed for men/women
Shows popular sitcoms from the 1990’s
Shows professional sports such as NBA, NFL, and, Major League Baseball
Shows professional sports tournaments and championships
Shows the best drama or action series from the 1990’s
Produces and televises original sitcoms
Offers new, cutting edge, and innovative programming
Produces and televises original drama or action series
Has programming designed for my age group
P18-54 Perceptual Map: Network PositionsP18-54 Perceptual Map: Network Positions
“What if drama is boring?”
“Is drama too limiting?”
“Drama is so Masterpiece Theater!”
“Hey, we’re not PBS.”
“If your associates don’t embrace it, you have to trash it.”I
Jennifer Dorian, VP Brand Development
Only with the same song sheet can we perform in
harmony.”
Maestro Boris Brott
“I don’t know if consumers noticed that we had dropped wrestling from our schedule, but it
said everything to the staff.”
Scot Safon, TNT SVP Marketing, interview
Branding went from a buzz
word to a lifestyle.
Drama Mama
-Jennifer DorianVice President of Brand Development
Drama Mama
-Jennifer DorianVice President of Brand
Development
Personal Characteristics
_____ Ambitious_____ Broad-minded_____ Caring_____ Competent_____ Cooperative_____ Courageous_____ Dependable_____ Determined_____ Fair-minded_____ Forward-looking
_____ Honest_____ Imaginative_____ Independent_____ Inspiring_____ Intelligent_____ Loyal_____ Mature_____ Self-controlled_____ Straightforward_____ Supportive
International Norm 21% Ambitious 40% Broad-minded 20% Caring 66% Competent 28% Cooperative 20% Courageous 33% Dependable 24% Determined 42% Fair-minded 71% Forward-looking
88% Honest 23% Imaginative 6% Independent 65% Inspiring 47% Intelligent 14% Loyal 17% Mature 8% Self-controlled 34% Straightforward 35% Supportive
Followers Want…
• Honest
• Forward-looking
• Competent
• Inspiring
Source: Kouzes and Posner
Communication Credibility
Source: Berlo, Mertz, and Lemert
• Trustworthiness
• Expertise
• Dynamism
You have also have to communicate with your
workers and make sure they understand that what they’re doing means something. We still tell our employees what we always told them: You’re delivering the most important commerce in the history of the world. You’re not delivering sand and gravel. You’re delivering someone’s pacemaker, chemotherapy treatment for cancer drugs, the part that keeps the F-18s flying, or the legal brief that decides the case.
Fred Smith, Fortune Small Business, 10/2002
Symbolic Channel Tips
1. Choose symbols well.
2. Never underestimate the power of a story.
3. Details, dialogue, and drama.
4. All metaphors, analogies, and other comparisons break down at some point.
5. Symbols are powerful ways to communicate your ideas about the future.
Leadership is
ultimately an act of faith in other
people.
Act of faith in other . .
It’s not rocket surgery.Up a tree without a paddle.
Rattle some feathers.We’ve open a Pandora’s box of
worms.I’ll burn that bridge when I get
there.I wouldn’t buy that book if you
gave it to me.
The leader who can create line of sight between vision and task can inspire greatness.
NameGroup NameHow long managingOffice memento, object, artifact,
commendation, plaque, award, photograph, etc.
Introductions
“In particular, research suggests that the most powerful effects are
obtained from attempts to improve face-to-face
communication or what has been defined as ‘the
human moment’.”Hargie, Tourish, Wilson, JBC, October 2002
Leadership is everyone’s
business.
Mom & Dad
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