Leading through Communication and Conflict Lorne Lantz, Carly Moore and Rebecca Routledge
Mar 28, 2015
Leading through Communication and
ConflictLorne Lantz, Carly Moore and Rebecca Routledge
Agenda
L = f (L1 + L2 + Gm + s)
Topic 1: Listening/Sharing Respect/Trust (Lorne)
Topic 2: Decisiveness Credibility (Carly)
Topic 3: Negotiating Win-win (Rebecca)
Listening and Sharing
L = f (L1 + L2 + Gm + s)
Topic 1: Listening/Sharing Respect/Trust
Listening and SharingThe Scenario
• Manager for 600 baggage handlers at Pearson Airport• Baggage handling repetitive work• Baggage handlers belong to a union• Right now you only have transactional leadership
How do you motivate them using transformational leadership skills?
Listening and SharingStrategies to Transformational Leadership
Listening
Active Listening
Understand their true feelings
Receptive to bad news
Sharing
Frequent & candid information
Telling Tales
Listening and SharingTelling Tales
Different stories to tell depending on your objective:
Sparking Action
Fostering Collaboration
Communicating who you are
Leading people into the Future
Listening and SharingResult is
TRUST & RESPECT
“People will follow you, not because they have to, but because they want to”
Decisiveness
L = f (L1 + L2 + Gm + s)
Topic 2: Decisiveness Credibility
Decisiveness
1. Openness
2. Candor
3. Informality
4. Closure
Group
Decisive communicationLeader
Creativity/Insightfulness
Resolves tension
Emotional commitment to outcome
Coherence of ideas
DecisivenessFlip-flopping: the ability to change one’s
direction based on new information
“Changing ones mind is not a sin; It is a way of saying I’m wiser today than I was yesterday.”
-Senator George McGovern
DecisivenessWhen to apologize?
Serve an important purposeOffence is serious consequenceLeader should assume responsibilityCost speaking < cost silence
What constitutes a good apology?Acknowledgement of mistake/wrongdoingAcceptance of responsibilityExpression of regretPromise that offense will not be repeated
TIMELY!
Public Apology Michael McCain - President and CEO, Maple Leaf Foods
Negotiating
L = f (L1 + L2 + Gm + s)
Topic 3: Negotiating Win-win
Step 1 - Don’t react:
Go to the Balcony“Speak when you’re angry and you will make the
best speech you will ever regret”
Dangerous reactionsStriking backGiving inBreaking off
Go to the balcony
Buy time to think
Step 2 - Don’t argue:
Step to their Side
Listen to what they have to say
Acknowledge their point
Agree with them whenever you can
Step 3 - Don’t reject:
ReframeWhy?
What if?
Ask for their advice
What makes that fair?
Ask open-ended questions
Step 4 - Don’t push:
Build them a Golden Bridge
Involve the other side
Satisfy unmet interests
Help them save face
Go slow to go fast
Step 5 - Don’t escalate:
Use Power to Educate
Let them know the consequences
Keep sharpening their choice
Aim for mutual satisfaction, not victory
Forge a lasting agreement
Recap
L = f (L1 + L2 + Gm + s)
Topic 1: Listening/Sharing Respect/Trust
Topic 2: Decisiveness Credibility
Topic 3: Negotiating Win-win
Questions?