Communications

M.L.PANDIA
“Communication is the
single most important
leadership skill.”
Lin Bothwell
The Art of Leadership
 Leadership is Enacted
Through Communication
Communication Oriented

Responsive and receptive to questions

from participants

Ask and persuade rather than order or command

Explain the reasons behind changes and policies

 Types of
Communication
Speaking
Listening
Non Verbal
Writing
Communication
Apprehension
Group Discussions
Public Speaking
One on One
Formal Meetings
 Talking Terror
Interpreting Your Score
Low CA: Overall score is less than 55. Low CA’s talk a
great deal; they even talk with people when they
are not particularly motivated to talk.
High CA: Overall score is greater than 83. High CA’s are
more withdrawn in conversation and appear
tense and shy.
Moderate CA: Overall score is between 55 and 83. Moderate
CA’s recognize that at times there are times to
talk and times when they should not talk. Their
level of participation in conversation varies.
Listen To Me!
Activity
Listener

Evaluator

Solution-Seeker
Show interest.
Be understanding of the other person and use words such as “I see” or
“I understand” to confirm your understanding.
If there is a problem, listen for
the cause and single it out. Help person associate problem
with the cause. Encourage the speaker to develop ability
and desire to solve his or her own problem.
Learn to be silent.
Restate what the speaker has said to let him or her
know you are listening.
End the conversation by repeating and confirming what has
been discussed.
Concentrate intently on the speaker.
Practice reinforcing nonverbal behaviors, such as leaning forward,
establishing and maintaining eye contact, etc.
Be alert and attentive.
Imagine yourself in this person’s place.
 Good Listening
Is An Active Skill
Observing – what one does
Hearing – what one says and how
one says it
Feeling – how one is feeling
Sensing – what one has not said, but
wishes to or means to say
 Listening Skills
1. Have a purpose or reason for listening.
2. Ask questions.
3. Provide speaker with verbal and nonverbal feedback

4. Be aware of your attitudes towards the speaker and

attempt to listen objectively.

5. Wait before responding. Do not formulate your response

while the speaker is delivering the message.
6. Listen with your eyes as well as your ears.

7. Listen for feelings as well as information.

8. Look for important themes.

9. Avoid imposing your values on the speaker. Listen

in a non-judgmental way.

10. Overlook negative aspects of the speaker’s delivery

which might interfere with your understanding
the message.
 Nonverbal & Verbal Cues
Uh..

Um..
I/You Messages
YOU

I
Change the following You messages to a more positive I message.
1. You never call me. 1. I wish you would call me more often.
2. You don’t listen to me! 2. Sometimes I feel I am not being listened to.
3. Everyone here hates me! 3. I sometimes feel people dislike me.
4. That’s a dumb idea. 4. Maybe we could try a different idea.
5. No one does anything here. 5. Let’s everyone work hard together.
6. You annoy me, go away! 6. I need some time to myself right now.
7. Leave me alone! 7. I feel that you don’t have time for me
anymore. Is something wrong?

8. You lied to me. 8. I don’t think that I was told the complete truth.
I didn’t know you were coming.
9. Who invited you! 9.
10. You did a horrible job. 10. I think you can do a little better.

11. You make me so mad. 11. I get angry at you sometimes when you…

12. You are so inconsiderate! 12. Sometimes I think you don’t consider
how I feel.
Discussion Leadership
Qualities of the Leader
Interest in the topic
Able to balance the viewpoints

Has a basic plan, but is flexible

Able to involve everyone in the discussion

Directs the discussion, keeps focus on goals

 Review – Communications
That Empower
Active Listening.
Asking for more information.
Paraphrasing.
Checking your assumptions about
the other person’s feelings.
Sharing information to help the other
person understand your point of view.
Reporting your own feelings.
Offering alternatives.
Vineyard & Lynch: Secrets of Leadership
 Talking Terror
Indicate in the space provided the degree to which you agree or disagree with each statement by noting whether you: 5
Strongly Disagree; 4 Disagree; 3 Are Undecided; 2 – Agree; 1 – Strongly Agree. There are no right or wrong answers.
Work quickly to record your first impression. You do not have to answer any question you do not wish to answer.
___ 1. I dislike participating in group discussions.
___ 2. Generally, I am comfortable while participating in group discussion.
___ 3. I am tense and nervous while participating in group discussions.
___ 4. I like to get involved in group discussions.
___ 5. Engaging in group discussion with new people makes me tense and nervous.
___ 6. I am calm and relaxed while participating in group discussions.
___ 7. Generally, I am nervous when I have to participate in a meeting.
___ 8. Usually I am calm and relaxed while participating in meetings.
___ 9. Usually, I am calm and relaxed when I am called on to express an opinion at a meeting
___ 10. I am afraid to express myself at meetings.
___ 11. Communicating at meetings usually makes me uncomfortable.
___ 12. I am very relaxed when answering questions at a meeting.
___ 13. While participating in a conversation with a new acquaintance, I feel very nervous.
___ 14. I have no fear of speaking up in conversations.
___ 15. Ordinarily, I am very tense and nervous in conversations.
___ 16. Ordinarily, I am very calm and relaxed in conversations.
___ 17. While conversing with a new acquaintance, I feel very relaxed.
___ 18. I’m afraid to speak up in conversations.
___ 19. I have no fear of giving a speech.
___ 20. Certain parts of my body feel very tense and rigid while I am giving a speech.
___ 21. I feel very relaxed while giving a speech.
___ 22. My thoughts s become confused and jumbled when I am giving a speech.
___ 23. I face the prospect of giving a speech with confidence.
___ 24. While giving a speech, I get so nervous that I forget facts I really know.
 Talking Terror Score Sheet
This score sheet will help you compute an overall communication apprehension score and a summary of your
apprehension in four specific situations: group, meeting, dyadic (one on one), and public.
Group Score: Question 2 ___ Meeting Score: Question 8 ___
+Question 4 ___ + Question 9 ___
+Question 6 ___ + Question 12 ___
Total ___ Total ___
- Question 1 ___ - Question 7 ___
- Question 3 ___ - Question 10 ___
- Question 5 ___ - Question 11
___ Total ___ Total ___
Add 18 Add 18
Final Score ___ Final Score
___
Dyadic Score: Question 14 ___ Public Score: Question 19 ___
+Question 16 ___ +Question 21 ___
+Question 17 ___ +Question 23 ___
Total ___ Total ___
-Question 13 ___ -Question 20 ___
-Question 15 ___ -Question 22 ___
-Question 18 ___ - Question 24 ___
Total ___ Total ___
Add 18 Add 18
Final Score ___ Final Score ___
Overall Communication Apprehension (CA) = Add your group, meeting, dyadic, and public scores.
Overall CA Score = ____
Jewelry Store

The Story

A business person was about to lock up the jewelry store when a man holding a bag pushed his
way in. He demanded that one of the jewelry cases be opened. The owner unlocked the jewelry
case, and its contest were removed. A dog appeared and began barking. The man ran away.

True or False

1. The man pushed his way in before the owner locked the door.

2. The man was not carrying anything.

3. Someone took jewelry out of the case.

4. The story is about two people and a dog.

5. The store was protected by a guard dog.

6. The robber ran away.

7. The man demanded jewelry from the owner.

8. Someone unlocked the jewelry case.