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Chapter 9. Leadership Communication. Chapter Objectives. Act as a communication champion rather than just as an information processor. Use key elements of effective listening and understand why listening is important to leadership communication.

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Chapter 9 l.jpg

Chapter 9

Leadership Communication

Chapter objectives l.jpg
Chapter Objectives

  • Act as a communication champion rather than just as an information processor.

  • Use key elements of effective listening and understand why listening is important to leadership communication.

  • Recognize and apply the difference between dialogue and discussion.

  • Select an appropriate communication channel for your leadership message.

  • Use communication to influence and persuade others.

  • Effectively communicate during times of stress or crisis.

Communication l.jpg

A process by which information and understanding are transferred between a sender and a receiver

Ex 9 1 a basic model of the communication process l.jpg
Ex. 9.1 A Basic Model of the Communication Process

Potential noise and distortion

Leader encodes message

Receiver decodes message


Return message encoded and sent

Feedback Loop

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Ex. 9.2 The Leader as Communication Champion

Purpose Directed

Direct attention to vision/values, desired outcomes; use persuasion


as Communication Champion

Strategic Conversation

Open climate




Internal and external sources


Use rich channels

Stories and metaphors

Informal communication

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Ex. 9.3 Why Open the Communication Channels?

An open climate is essential for cascading vision, and

cascading is essential because:

Natural Law 1: You Get What You talk about

  • A vision must have ample ‘air time’ in an organization. A vision must be shared and practiced by leaders at every opportunity.

    Natural Law 2: The Climate of an Organization is a

    Reflection of the Leader

  • A leader who doesn’t embody the vision and values doesn’t have an organization that does.

    Natural Law 3: You Can’t Walk Faster Than One Step at a


  • A vision is neither understood nor accepted overnight. Communicating must be built into continuous, daily interaction so that over time followers will internalize it.

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Ex. 9.4 (contd.)

Ex 9 5 dialogue and discussion the differences l.jpg
Ex. 9.5 Dialogue and Discussion: The Differences


Lack of understanding, disagreement, divergent points of view, evaluate others



Reveal feelings

Explore assumptions

Suspend convictions

Build common ground

State positions

Advocate convictions

Convince others

Build oppositions



Short-term resolution

Agreement by logic

Opposition beaten down

Mind-sets held onto

Long-term, innovative solutions

Unified group

Shared meaning

Transformed mind-sets

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Ex. 9.6 A Continuum of Channel Richness

Electronic mail, IM, Web, intranet

Face-to-face verbal

Formal report




Slow feedback




Fast feedback

High channel richness

Low channel richness


No record


Dissemination hard


Provides record


Easily disseminated

Memos, letters


Ex 9 7 dos and don ts of electronic mail abridged l.jpg
Ex. 9.7 Dos and Don’ts of Electronic Mail (abridged)


  • Use e-mail to set up meetings, to recap spoken conversations, or to follow up on information already discussed face-to-face.

  • Keep e-mail messages short and to-the-point. Many people read e-mail on handheld devices, which have small screens.

  • Use e-mail to prepare a group of people for a meeting. For example, it is convenient to send the same documents to a number of people and ask them to review the materials before the meeting.

  • Use e-mail to transmit standard reports.

  • Act like a newspaper reporter. Use the subject line to quickly grab the reader’s attention.

Ex 9 7 contd l.jpg
Ex. 9.7 (contd.)


  • Use e-mail to discuss something with a colleague who sits across the aisle or down the hall from you. Take the old-fashioned approach of speaking to each other.

  • Lambaste a friend or colleague via e-mail – and especially don’t copy others on the message.

  • Use e-mail to start or perpetuate a feud.

  • Write anything in an e-mail you wouldn’t want published in a newspaper. E-mail with sensitive or potentially embarrassing information has an uncanny way of leaking out.