Communication, Coaching, and Conflict Skills

What is Communication?

Communication is the process of

conveying information and meaning. Effective communication involves the ability to transmit and receive information with a high probability that the intended message is passed from sender to receiver.

What is Communication?
The sharing of information between individual or

groups to reach a common understanding in order to accomplish organizational goals and objectives

Is Communication an Important Leadership Skill?

Effective

leaders are effective communicators Organizations with effective communications systems are more likely to be successful An important part of a leaders job is to give instructions

SENDING MESSAGES AND GIVING INSTRUCTIONS

When you want to send a message, what is the first, very important, step you should take?

Plan the Message

Plan Your Messages

Purpose of message (goal)?
To whom (receiver)? How (media)? When (timing)? Where (setting)?
Limit distractions (called noise)

Oral Message Sending Process

Develop Rapport
State Communication Purpose

Transmit Message
Check Understanding

Get Commitment / Follow Up

Receiving Messages Message Receiving Process

Listening
Pay attention Avoid distractions Stay tuned in Avoid assuming and interpreting Watch nonverbals Ask questions Take notes Convey meaning

Analyzing
Think Evaluate after listening

Check Understanding
Paraphrase Watch nonverbals

Feedback
The process of verifying messages and determining if objectives are being met.

2 Common Approaches to Getting Feedback

(and why they dont work)
Send the entire

Give the entire

message and assume it has been conveyed with mutual understanding

message followed by asking Do you have any questions?

Receivers feel ignorant

4 reasons why people do not ask questions

Receivers are ignorant

Reluctance to point out senders ignorance Receivers have cultural barriers

Coaching
Coaching is the process of giving motivational feedback to maintain and improve performance. Who is a Coach? A teacher Someone who shows an individual or team how

to improve skills and performance

Develop Supportive Working Relationship Make Feedback Timely, Yet Flexible

Give Praise and Recognition

Avoid Blame and Embarrassment

Focus on Behavior Not the Person

Coaching Guidelines
Give Coaching Feedback Have Employees Assess Their Own Performance

Dont Criticize

Provide Modeling and Training

Give Specific Feedback

What is Criticism and why doesnt it work?

Criticism is the process of pointing out mistakes which places blame and is embarrassing. What happens when u criticize? 1. The person becomes defensive 2. The person blames it on others 3. They feel embarrassed and feel like losers 4. They start to dislike the job, task and the critic

Coaching Feedback vs Criticism

Coaching feedback is

based on a good supportive relationship and on the follower doing a self-assessment of performance. It is specific, descriptive, and makes people feel like winners.

Criticism is

judgmental and makes people feel like losers.

THE COACHING MODEL FOR EMPLOYEES WHO ARE PERFORMING BELOW STANDARD ATTRIBUTION THEORY
is used to explain the process managers go through to determine the reasons for effective or ineffective performance and deciding what to to about it

Also works with conflict resolution

The Performance Formula (Coaching)

1. Describe Current Performance 2. Describe Desired Performance 3. Get a Commitment to the Change 4. Follow Up

What is Mentoring?
A form of coaching Usually between an experienced manager

and a young manager

To develop the protg

May be formal (assigned) or informal

Informal seems to work best Like most relationships, based on chemistry

between participants

What is Conflict?
A conflict exists whenever people are in disagreement and opposition

Why Should Leaders be Concerned with Conflict?

Inevitable fact of life & leadership Conflict Resolution is an important skill of leadership

So what is this thing called conflict?

Conflict: Good or Evil?

Conflict occurs when two opposing parties have interests or goals that appear to be incompatible due to:
Strong differences in values, beliefs, or goals

Competing for resources and rewards

Leaders acting in a manner inconsistent with

the vision & goals of the organization

Conflict: Good or Evil?

or personal

Can be organizational (work related)

Personal can start as organizational
Personal is most difficult to resolve Can become institutionalized Live on long after the protagonists have moved on Cause of conflict may not even be remembered

Conflict: Good or Evil?

Possible Positive Effects:

Increased effort Suppressed feelings get aired Better understanding Impetus for change Better decision making Key issues surfaced Critical thinking stimulated

Conflict: Good or Evil?

Possible Negative Effects:
Reduced productivity Decreased communication Negative feelings Stress Poorer decision making Decreased cooperation Political backstabbing

Conflict Management Styles

High
Aggressive You Lose, I Win

Forcing

Collaborating
Assertive You Win, I Win

Concern for Own Needs

Assertive You Win Some, I Win Some

Negotiating

Low

Passive You Lose, I Lose

Avoiding

Accommodating
Passive You Win, I Lose

Low

Concern for Others Needs

High

Conflict Management Styles

S Conflict r Management N Style o 1. Avoiding Advantages Disadvantages When to use Maintain Relationships Does not resolve conflict Creation of Intra-individual conflict Avoiding problems does not make them go away Longer you wait for confrontation; the more difficult it becomes. Counterproductive People take adv of the accommodator Conflict is trivial Your stake in the issue is not high Confrontation will damage an imp relationship Dont have time Emotions are high When ur a follower Maintainnence of rel outweighs all Changes are not imp for u but its imp for other Time is limited

2. Accommodati ng

Maintain Relationships

Conflict Management Styles

S Conflict r Management N Style o 3. Forcing Advantages Disadvantages When to use Better decisions when forcer has expertise and is correct Creates opposition and hostility Forcer tends to have poor human relations Unpopular action must be taken Commitment by others is not imp Maintain relations are not crucial Conflict resolution is urgent The issues are complex and critical Parties have equal power Solution is temp Time is short

4. Negotiating

Conflict is Negotiating leads to subresolved optimum results quickly Relationships are maintained

Conflict Management Styles

S Conflict r Management N Style o 5. Collaborating Advantages Disadvantages When to use

Best solution It requires a lot of skills, to the conflict expertise and time to come up with a win-win solution for all parties involved.

You are dealing with an imp issue People are willing to place group and org goals above self interest Maintaining rel is imp Time is available Peers or people of equal position are involved in the conflict