Modern Whig Party of America Whig Academy Lesson 10 Communication Skills for Leadership

MWP Academy Lesson 10: Communication Skills for Leadership

Table of Contents
Introduction.................................................................................................................................... 3 In this Lesson................................................................................................................................. 3 Communication Goals: Overview ................................................................................................ 3 Communication Goals: Personal Communication Assessment .............................................. 3 Communication Goals: Are You Communicating Effectively................................................... 4 Communication Types: Leaders Use a Variety of Ways to Communicate .............................. 4 Communication Types: Communication Guidelines for Leaders ............................................ 4 Communication Types: Leaders Use Effective Written Communication ................................ 5 Leaders Listen: Effective Listening Can Avoid Ineffective Communications......................... 5 Leaders Listen: Effective Listening Scenario............................................................................. 6 Leaders Listen: Effective Listening Scenario............................................................................. 6 Leaders Listen: Are You an Active Listener?............................................................................. 7 Leaders Listen: Keys to Effective Listening............................................................................... 7 Feedback Techniques: How to Provide Feedback with Two-Way Communication ............... 8 Feedback Techniques: Non-Verbal Feedback............................................................................ 8 Feedback Techniques: Using "I" Messages ............................................................................... 8 Feedback Techniques: Parroting................................................................................................. 9 Feedback Techniques: Paraphrasing.......................................................................................... 9 Review Exercises ........................................................................................................................ 10 Scenario........................................................................................................................................ 11 Summary ...................................................................................................................................... 17

Sept. 2011

MWP Academy Lesson 10: Communication Skills for Leadership

Introduction
Welcome to the lesson Communication Skills for Leadership.

Communication is central to all human behavior and is one of the essential elements of Leadership. All individuals, especially leaders, must be able to present information in a manner that is clear and concise in order to be effective in groups or organizations they lead. In this lesson, well help you understand the importance of the relationship between communication and leadership.

In this Lesson
This lesson explains communication goals, communication types, keys to effective listening, and feedback techniques. By the end of this lesson, you will be able to: Identify skills needed to communicate effectively as a leader. Assess personal skills as an effective communicator. Apply skills and techniques to improve communication skills.

Communication Goals: Overview

Think of a leadership position that youve recently held in an organization, on a team, or within your family. Remember some of the ways you have communicated your thoughts, ideas, and wishes to others. Were you always successful in communicating your ideas, thoughts, and desires? Probably not. The goal of communication is for the senders message to be understood and acted upon by the receiver. Think about what may happen when this goal is not achieved.

Communication Goals: Personal Communication Assessment

Many of the problems that occur in a group or an organization are the direct result of people failing to communicate. Faulty communication can lead to confusion and cause a good plan to fail.

Take a moment to assess your communication skills as leaders. You can use this exercise as a personal guide to understanding your strengths and weaknesses as a leader with respect to your communication skills. Be honest and dont worry--no one will see your score but you!

Sept. 2011

MWP Academy Lesson 10: Communication Skills for Leadership

Communication Goals: Are You Communicating Effectively

Now that you've completed the personal assessment you should have an idea of your communication effectiveness. On the surface, communication appears to be simple write an email, make a phone call, or send a memo, but in fact its a complex process. Leaders must understand the various elements of the communication process to apply them effectively.

Let's talk about a few guidelines that will help leaders communicate effectively.

Communication Types: Leaders Use a Variety of Ways to Communicate

The first guideline for leaders is to use various means to communicate. They should be confident in how and what they want to communicate, including: Face to-face. Meeting Telephone Email. Letters and memos.

Communication Types: Communication Guidelines for Leaders

Effective leaders know what they want to communicate and the best means to deliver their message. Consider the following communication guidelines when delivering your message:

Language Non-verbals Keep your word Deal with uncertainty Manage conflict Respond don't react Encourage participation Keep team up to date Connect personally Know strengths and weaknesses

Language

Use clear, positive words with honest and open sincerity to foster shared understanding and to earn the support of your group.

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Communication Skills for Leadership

Non verbals Keep your word Deal with uncertainty Manage conflict

Be aware of the non-verbal: tone, gestures, and appearance. If you make a promise, follow through with an action, even if it means explaining why the promise cant be kept. Dont shy away from talking about the bugs the organization needs to work through. Clearly communicate why decisions were made and the benefits to the group. Let people know it is okay to agree to disagree. Speak directly to the individuals involved. Set ground rules for a safe environment. Focus on areas of agreement. Use non-judgmental and non-inflammatory language. Respond mindfully rather than react emotionally. Develop ways to ensure the top-down/bottom-up/side-to-side information flow. Be honest and communicate both the good and bad news. Let your team members know how they are doing. Find ways to keep in touch with team members and take advantage of opportunities that will provide face-to-face interaction. Build on your strengths and seek guidance and resources to reduce your limitations and improve upon them.

Respond, don't react Encourage participation Keep your team up to date Connect personally Know strengths and weaknesses

Communication Types: Leaders Use Effective Written Communication

As a leader, you may need to polish your written communication skills. Be sure to use effective written communication skills when communicating electronically with email, instant messaging, and chat forums.

One of the most overlooked and an underused aspect of communication is listening. If you are not listening, it will be difficult to effectively communicate. Therefore, good leaders always listen carefully. The second communication guideline for leaders is to listen as well as you speak.

Let's talk about how to be an active listener.

Leaders Listen: Effective Listening Can Avoid Ineffective Communications

When effective leaders communicate clearly, they often inspire others to take action. One way they inspire and motivate is by listening. Listening can affect everything from building rapport to team cohesiveness to whether you can get people to follow your lead.

Effective and thoughtful listening can help avoid ineffective communications which can lead to unwanted results such as:

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MWP Academy Lesson 10: Communication Skills for Leadership

Low morale Lost respect Misunderstandings Reduction of new ideas

Low morale

When team members believe that the leader is not listening, oftentimes, they will no longer feel like a productive member of that group and will disengage themselves. When team members believe that the leader is not listening, they may disregard their leader. People want to feel valued. When team members believe that the leader is not listening, misunderstanding can occur. These can turn a discussion into a conflict, or sour a valued relationship. Other repercussions include time lost to personality squabbles. If people do not believe their ideas are heard or accepted they will stop presenting them. When this occurs the organization's store of knowledge is reduced as well as members' innovative ideas.

Lost respect Misunderstanding

Reduction of new ideas

Leaders Listen: Effective Listening Scenario

Review the following scenario carefully. After you are finished, there will be a few questions to answer.

Lisa, an MWP leader, is at a social event when Sally, one of the spouses from that local group, approaches her. Lisa asks Sally how the plans for the Christmas Party are coming along. Sally excitedly tells Lisa about all of the great ideas shes received and plans on implementing. All of a sudden Lisa starts telling Sally about the time she planned a Christmas Party and how wonderful it was.

Leaders Listen: Effective Listening Scenario

Think about the scenario and how you would answer these questions. Then click each question to review the answers.

What happened? How does Sally feel? What is sent message? What is received message? Is there a better way?

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MWP Academy Lesson 10: Communication Skills for Leadership

What happened in this scenario? How do you think Sally feels? What is the message being sent by Lisa? What do you think the message being received by Sally is? Is there a better way that Lisa could have handled this situation?

Lisa interrupted Sally and didnt show she was interested in what Sally had to say. Lisa is really not interested in what Sally is communicating; Sally feels unappreciated. My ideas are more important than yours; I didnt listen to you. My ideas arent valued; Im not important; you want me to do it your way even though you asked me to plan this party. Yes! Lisa could have asked Sally what her ideas were and listened to what Sally had to say.

Leaders Listen: Are You an Active Listener?

Active listeners have many characteristics. As you are reviewing the checklist, think about whether you have a good understanding of how to actively listen. If you answer "yes" to any of these questions, there is room for some improvement. Form ideas of what youd like to say while someone else is speaking? Tune others out and focus on something else entirely? Look away when others speak to you? Check email when someone is talking to you? Launch into your own story while someone is telling you their story? Use a lot of uh-huhs when you are listening to someone? Tell people what you think or consistently give advice during a conversation? Finish the speakers sentence? Never quite know what the speaker wants or expects of you? Know the strengths you bring to a conversation?

Leaders Listen: Keys to Effective Listening

Do you listen as well as you thought you did? Click the document image to review the Keys to Effective Listening handout and note the key points discussed in the handout. Place a check mark next to the items you need to improve upon and make a determination to improve your listening skills.

A great way to demonstrate effective listening skills is by using feedback techniques. Providing effective feedback during communication is our third communication guideline.

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MWP Academy Lesson 10: Communication Skills for Leadership

Feedback Techniques: How to Provide Feedback with Two-Way Communication

As a leader, you need to let others know that you understand their message. A great way to do this is by using two-way communication or providing feedback to others. Feedback techniques help you to actively respond to a speakers message. Feedback confirms that the message being sent has been received. It also lets the speaker know whether the listener understands the message. Feedback may consist of verbal and non-verbal responses to another persons message.

Feedback Techniques: Non-Verbal Feedback

Perhaps you can use non-verbal feedback, such as a smile or a nod of the head, to show the sender that you understand their message.

Using non-verbal feedback is a quick way to let the message sender know that you are listening and are either getting the message or not.

Feedback Techniques: Using "I" Messages

Another method of providing feedback is verbally. There are three types of verbal feedback techniques:

1. "I" Messages vs. "You" Messages 2. Parroting 3. Paraphrasing First, lets identify the difference between I and You messages. "I" Message "YOU" Message "I" Message When I found out about your travel plans at the last minute, I had to rearrange our familys schedule. When this happens I feel angry and frustrated. It would really help me if we could discuss your travel plans as soon as you know about it.

If you heard this message how would you feel? Would you be more receptive to discussing the travel issue?

"I" messages:

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MWP Academy Lesson 10: Communication Skills for Leadership

Focuses on how behaviors make you feel. Includes a request for a change in behavior. Good when providing feedback.

"YOU" Message

"You made me angry because you didnt tell me until today that you are traveling the day after tomorrow."

How many of us do this? How would you feel receiving this message?

"YOU" messages: Focus personally on the receiver rather than the receiver's actions. Can put the receiver on the defensive. Can make the receiver feel blamed or at fault.

Feedback Techniques: Parroting

Next, lets identify parroting. Parroting is a feedback communication skill in which the receiver repeats the message to the sender. Be aware that parroting can come across as condescending or patronizing. However, parroting may be very helpful when speaking on the phone with someone who is giving you detailed information.

Things to remember about parroting: The receiver repeats the message to the sender word for word. Need to be aware that if used incorrectly, you can come across as condescending or patronizing. May be helpful when detailed information is given.

Feedback Techniques: Paraphrasing

Now lets identify paraphrasing. Paraphrasing is a way to show that you understand the other person by letting him or her know what the idea means to you, in your own words.

Things to remember about paraphrasing: Involves explaining what the other persons statement means in your own words. Is a technique to make sure that you understand the other persons ideas, information, or suggestions as he or she intended.

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MWP Academy Lesson 10 : Communication Skills for Leadership

Illustrates two areas of communication: the information or content and how the person feels about the information or its content.

Review Exercises
1. What is the goal of communication? a. For the senders message to be understood and acted upon by the receiver. b. To send your thoughts, ideas, and wishes to others. c. To communicate something to your team and then plan what you are going to say and do when your team members respond.

d. To communicate thoughts and emotions in a given situation.

2. As a leader, you should consider using which communication guideline(s)? Bold all that apply. a. Use clear, positive language that fosters shared understanding and support. b. Tell your team what they need to hear to get the job done, even if untrue. c. Respond mindfully rather than react emotionally.

d. Keep your word when making promises.

3. Ineffective listening can produce which result? a. Misunderstanding b. High morale. c. Respect d. New ideas

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MWP Academy Lesson 10: Communication Skills for Leadership

4. Using "I" messaging when providing feedback includes what? Bold all that apply. a. Specific description of needs and behavior. b. Expression of feelings. c. Focus personally on the receiver rather than their actions.

d. Presentation of tangible results.

FEEDBACK: The best answers are A, B, and D. Ensure that the messages you send meet the situation and are complete. Your message should include a specific description of needs and behavior, an expression of feelings, and a presentation of tangible results.

5. Paraphrasing is a valuable feedback technique that involves what? a. Repeating the message to the sender word for word. b. Giving detailed information to the sender.

c. Three areas of communication. d. Explaining what the other person's statement means in your own words.

. ( the lesson is missing the interactive scenarios, which will be added at a later date)

Congratulations! This completes the lesson Communication Skills for Leadership. In this lesson, you learned about communication goals, communication types, keys to effective listening, and feedback techniques. In conclusion, it's important to remember that effective communication is an ongoing process and is essential in successful leadership. It is not something that can be delegated if leadership is to be effective.

You should now be able to: Identify skills needed to communicate effectively as a leader. Assess personal skills as an effective communicator. Apply skills and techniques to improve communication skills.

This document property of the MWP PAC and is not part of any political campaign or candidacy
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