leading through communication and conflict lorne lantz, carly moore and rebecca routledge
TRANSCRIPT
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Leading through Communication and
ConflictLorne Lantz, Carly Moore and Rebecca Routledge
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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)
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Listening and Sharing
L = f (L1 + L2 + Gm + s)
Topic 1: Listening/Sharing Respect/Trust
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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?
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Listening and SharingStrategies to Transformational Leadership
Listening
Active Listening
Understand their true feelings
Receptive to bad news
Sharing
Frequent & candid information
Telling Tales
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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
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Listening and SharingResult is
TRUST & RESPECT
“People will follow you, not because they have to, but because they want to”
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Decisiveness
L = f (L1 + L2 + Gm + s)
Topic 2: Decisiveness Credibility
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Decisiveness
1. Openness
2. Candor
3. Informality
4. Closure
Group
Decisive communicationLeader
Creativity/Insightfulness
Resolves tension
Emotional commitment to outcome
Coherence of ideas
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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
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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!
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Public Apology Michael McCain - President and CEO, Maple Leaf Foods
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Negotiating
L = f (L1 + L2 + Gm + s)
Topic 3: Negotiating Win-win
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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
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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
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Step 3 - Don’t reject:
ReframeWhy?
What if?
Ask for their advice
What makes that fair?
Ask open-ended questions
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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
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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
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Recap
L = f (L1 + L2 + Gm + s)
Topic 1: Listening/Sharing Respect/Trust
Topic 2: Decisiveness Credibility
Topic 3: Negotiating Win-win
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Questions?