Slide đại cương về lãnh đạo trong tổ chức chapter 5 communication, coaching and conflict skills

LEADERSHIP:
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Theory, Application, Skill
Development

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2d Edition

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Robert N. Lussier
and Christopher F. Achua

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This presentation edited and enhanced by:

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George W. Crawford
Asst. Prof. of Mgmt.

Clayton College & State University
Morrow, GA 30260


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Chapter 6

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Communication,
Coaching, and
Conflict Skills
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Chapter 4
Learning Outcomes

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• Oral message sending process
• Three parts of message receiving
process
• Paraphrasing
• Feedback
• Coaching model
• 5 Management conflict styles
• Conflict resolution model
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What is Communication?

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What is Communication?

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• 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

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What is Communication?

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• The sharing of information
between individual or groups
to reach a common
understanding in order to
accomplish organizational
goals and objectives
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Is Communication an
Important Leadership
Skill?

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Is Communication an
Important Leadership
Skill?

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• Effective leaders are effective
communicators
• Organizations with effective
communications systems are
more likely to be successful

• An important part of a
manager’s job is to give
instructions
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When you want to send

a message, what is the
first step you should
take?

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When you want to send a
message, what is the
first, very important,
step you should take?
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Plan the Message
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What Messages Should
a Leader Plan?

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What Messages Should
a Leader Plan?

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• On paper
• E-mail

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– Oral, face-to-face
– Oral, telephone
– Written

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• All Messages

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• Then review and edit or practice
ã The activities will greatly enhance
communications effectiveness
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Purpose of message (goal)?
To whom (receiver)?
How (media)?
When (timing)?
Where (setting)?

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Plan Your Messages

– Limit distractions (called noise)
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Oral Message Sending Process
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Develop Rapport

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State Communication Purpose

Check Understanding

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Transit Message

Get Commitment / Follow Up
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Who Has the Primary
Responsibility to Ensure

that a Message is
Understood?

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Who Has the Primary
Responsibility to Ensure that
a Message is Understood?
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• The sender

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– Knows what the message is
supposed to convey

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• But this doesn’t let the
receiver off the hook

– Must do everything possible to
understand received messages

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Analyzing

•Pay attention

•Think

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•Paraphrase
•Watch nonverbals

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•Don’t interrupt

Check
Understanding

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•Stay tuned in

•Evaluate after
listening

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•Avoid distractions

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Listening

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Message Receiving
Process

•Take notes

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•Ask questions

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ãWatch nonverbals

ãConvey meaning
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Don’t Forget to Analyze

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Analyze what?

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Don’t Forget to Analyze

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– Words
– Numbers
– Graphs

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• Think about the message
ã Translate it from symbols to
thought

ã Analyze and Evaluate
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What is the Most
Powerful Method to
Ensure that Messages
You Send are
Understood?

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What is the Most
Powerful Method to
Ensure that Messages
You Send are
Understood?
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• Ask the receiver(s) to
paraphrase
– What in the world is
“paraphrase”?

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Paraphrasing

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the process of
having the
receiver restate
the message in
his or her own

words to ensure
that
communication has
taken place

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2 Common Approaches to
Getting Feedback

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• Give the
entire
message

followed by
asking “Do you

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• Send the
entire message
and assume it
has been
conveyed with
mutual
understanding

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(and why they don’t work)

have any
questions?”

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Receivers are ignorant
Reluctance to point
out sender’s ignorance

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4
Reasons
Why
People
Do Not
Ask
Questions

Receivers feel ignorant

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Receivers have
cultural barriers

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Paraphrasing Helps to
Resolve These Problems

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• There will still be problems
• But when paraphrasing is

done correctly

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– communication effectiveness
improves drastically

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