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Leading through Communication and Conflict. Lorne Lantz, Carly Moore and Rebecca Routledge. Agenda. L = f (L 1 + L 2 + G m + s) Topic 1: Listening/Sharing  Respect/Trust (Lorne) Topic 2: Decisiveness  Credibility (Carly) Topic 3: Negotiating  Win-win (Rebecca) .

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leading through communication and conflict
Leading through Communication and Conflict

Lorne Lantz, Carly Moore and Rebecca Routledge

agenda
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)

Leading through Communication and Conflict

listening and sharing
Listening and Sharing

L = f (L1 + L2 + Gm + s)

Topic 1: Listening/Sharing  Respect/Trust

listening and sharing1
Listening and Sharing
  • The 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?
listening and sharing2
Listening and Sharing

Strategies to Transformational Leadership

listening and sharing4
Listening and Sharing
    • Result is
    • TRUST & RESPECT
  • “People will follow you, not because they have to,
  • but because they want to”
decisiveness
Decisiveness

L = f (L1 + L2 + Gm + s)

Topic 2: Decisiveness  Credibility

decisiveness1
Decisiveness
  • Openness
  • Candor
  • Informality
  • Closure

Decisive communication

Leader

Group

Coherence of ideas

Resolves tension

Emotional commitment to outcome

Creativity/

Insightfulness

decisiveness2
Decisiveness
  • Flip-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

decisiveness3
Decisiveness
  • When to apologize?
    • Serve an important purpose
    • Offence is serious consequence
    • Leader should assume responsibility
    • Cost speaking < cost silence
  • What constitutes a good apology?
    • Acknowledgement of mistake/wrongdoing
    • Acceptance of responsibility
    • Expression of regret
    • Promise that offense will not be repeated
    • TIMELY!
negotiating
Negotiating

L = f (L1 + L2 + Gm + s)

Topic 3: Negotiating  Win-win

step 1 don t react go to the balcony
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 reactions
    • Striking back
    • Giving in
    • Breaking off
  • Go to the balcony
  • Buy time to think
step 2 don t argue step to their side
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
step 3 don t reject reframe
Step 3 - Don’t reject:Reframe
  • Why?
  • What if?
  • Ask for their advice
  • What makes that fair?
  • Ask open-ended questions
step 4 don t push build them a golden bridge
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
step 5 don t escalate use power to educate
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
recap
Recap

L = f (L1 + L2 + Gm + s)

Topic 1: Listening/Sharing  Respect/Trust

Topic 2: Decisiveness  Credibility

Topic 3: Negotiating  Win-win

Leading through Communication and Conflict