Global Leadership (Day 3)
Friday, January 14, 2022
Submitted by JR Robl
COMMUNICATION TO LEAD & INFLUENCE ACTION – DR. AMY GROSS
Session Goal – how to influence change and impact through verbiage, expressions, and actions.
Opening Story – Elephant & 6 Blind Community Members: Townspeople want the blind to experience the elephant by each touching one of its parts – trunk, ear, tusk, belly, leg, tail. Points and conclusions were all separate with different perspectives of what the elephant was and looked like. The community delegation went to the Mayor with conclusions. Mayor said the community delegations was correct, but also wrong. The delegation should have pulled all perspectives together for the truth and the whole picture. Have to blend what you know for the larger version. Don’t miss all aspects, listen, and then act towards the best solution.
Session Objectives – Reflect, Listen, Tweak, and add Tools.
1. Leaders who don’t listen will eventually be surrounded by people who don’t speak.
2. Inspire others towards action. Present ideas that you can jump onboard with.
3. Show respect – never say the other person is wrong. Go for the WIN/WIN, not the WIN/Lose.
Linear Communication – the most basic level of communication is data flow that goes in one direction from sender to receiver. Whether through spoken or printed word, the flow does not allow for interaction with, or feedback to the sender. This process is inherently limiting and may leave the receiver with a sense of being victimized, overwhelmed, or manipulated by the communication process. Linear communication typically includes emails, text messages, letters, voicemail, instruction manuals, policy, and print media.
Interactive Communication – a communication process that is interactive provides a dynamic vehicle for conveying information and evaluating the accuracy of understanding. In the cyclical model depicted, the sender formulates and transmits a message to the receiver. The receiver responds to the message, providing the sender with information that allows the sender to evaluate the level of understanding achieved. The sender then formulates the appropriate response or message. Interactive communication typically includes phone calls, teleconferencing, meetings, and tactical encounters. Non-verbals are 55% of what people remember. Tone of voice is 38%. Words are 7% of what people remember.
Responsibilities and Tools – Be conscious of tools and filters as we communicate. Sender responsibilities include being concise, clear, and communicate fully. Think and evaluate about timing of message. Clear in kind in small messaging. Receiver responsibilities include respond with timeliness and make sure it is interactive. Filter for the sender include internal sensitivities such as is the person hungry, stressed, sleepy, traveling, in a life situation, or does not like your tone. Filters for the receiver include eye contact, distractions, cell phone, or other side conversations.
Levels of Listening – Proactive (when you deeply care), Attentive (when it affects us or you have interest), Selective (when it interests us), Pretend (when you emphasize or don’t want to rock the boat), and Ignore (we don’t listen).
Cushioning Opinions – When opinions differ, use cushions to soften the blow, like “I can tell you have thought about this” or “I appreciate what you are saying”. Never follow cushions with the following words: but, however, yet, or nonetheless. The cushion softens the transition from the person who expressed an opinion that we don’t agree with and our response. We first think of our response, then
cushion before we speak. It is important that we give our evidence immediately after the cushion and before we express our opinion. Following this process allows us to be assertive without becoming aggressive and causing resentment, or being passive and surrendering our point of view. Knowledge isn’t power, unless it is applied. Keep lines of communication open.
Dale Carnegie quote – “Leadership is about making communication better in our presence and continue to operate in our absence.”
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