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

What is Communication?• Communication is the process of conveying information and meaning • Effective communication involves the ability to transmit and receive information with a hi

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Theory, Application, Skill

Development

2d Edition Robert N Lussier and Christopher F Achua

This presentation edited and enhanced by :

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Chapter 6

Communication, Coaching, and

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Chapter 4

Learning Outcomes

• Oral message sending process

• Three parts of message receiving

process

• Paraphrasing

• Feedback

• Coaching model

• 5 Management conflict styles

• Conflict resolution model cuu duong than cong com

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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

cuu duong than cong com

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• The sharing of information

between individual or groups

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Is Communication an Important Leadership

Skill?

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Is Communication an Important Leadership

Skill?

• Effective leaders are effective

communicators

• Organizations with effective

communications systems are more likely to be successful

• An important part of a

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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?

Plan the Message

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What Messages Should

a Leader Plan?

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What Messages Should

a Leader Plan?

• All Messages

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

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Plan Your Messages

• Purpose of message (goal)?

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Develop Rapport State Communication Purpose

Transit Message Check Understanding

Oral Message Sending Process

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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?

• The sender

– Knows what the message is

supposed to convey

• But this doesn’t let the

receiver off the hook

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•Watch nonverbals

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Don’t Forget to Analyze

Analyze what?

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Don’t Forget to Analyze

• Think about the message

• Translate it from symbols to

thought

– Words – Numbers – Graphs

• Analyze and Evaluate cuu duong than cong com

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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

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the process of

having the receiver restate the message in his or her own words to ensure

that communication has

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conveyed with mutual

understanding

• Give the

entire message followed by

have any questions?”

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Receivers have

Receivers feel ignorant

Receivers are ignorant

Reluctance to point out sender’s ignorance

4 Reasons

Why People

Do Not

Ask

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Paraphrasing Helps to Resolve These Problems

• There will still be problems

• But when paraphrasing is

done correctly

– communication effectiveness

improves drastically cuu duong than cong com

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Paraphrasing is One type of - - -

(what) ?

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Paraphrasing is One type of - - -

(what) ?

• Feedback

– The process of verifying

messages and determining if objectives are being met

• Then what in the world is

“negative feedback”? cuu duong than cong com

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Then what in the world

is “negative feedback”?

• Criticism

– No one really likes criticism – Effective leaders learn to deal

with criticism directed at them

• The best leaders ask for it

• It helps them to improve

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So just what is this coaching thing all about?

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So just what is this coaching thing all about?

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What is a Coach?

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What is a Coach?

• A teacher

• Someone who shows an

individual or team how to improve skills and performance

– Is this ever a need in business or

other organizations?

So why do we always think in

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Give Coaching Feedback

Give Specific Feedback

Focus on Behavior Not the Person

Don’t Criticize

Avoid Blame

and Embarrassment

Have Employees Assess Their

Own Performance

Coaching Guidelines

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What is an effective method of coaching?

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Job Instructional Training

(Coaching) Steps

Preparation of the trainee Trainer presentation of the task Trainer performance of the task

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1 Describe Current

Performance

2 Describe Desired Performance

3 Get a Commitment

to the Change

The Performance

Formula

(Coaching)

Also works

with conflict

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What is Mentoring?

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What is Mentoring?

• A form of coaching

• Usually between an experienced

manager and a young manager

– To develop the protégé – Helps to build mentor’s power base

• May be formal (assigned) or

informal

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What is Conflict?

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What is Conflict?

A conflict exists

whenever people are in disagreement and opposition

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Conflict Management Styles

High Concern

for

Accommodating

Passive You Win, I Lose

Collaborating

Assertive You Win, I Win

Negotiating

Assertive You Win Some, I Win Some

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Why Should Leaders be Concerned with Conflict?

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Why Should Leaders be

Concerned with Conflict?

• Inevitable fact of life &

leadership

• Conflict Resolution is an

important skill of leadership

So what is this thing

called “conflict”? cuu duong than cong com

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Conflict: Good or Evil?

Conflict occurs when two opposing parties have interests or goals that appear to be incompatible due to:

– Strong differences in values, beliefs,

or goals

– Competing for resources and rewards – Leaders acting in a manner inconsistent

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• Can be organizational (work

– Can become institutionalized

• Live on long after the protagonists

have moved on

• Cause of conflict may not even be cuu duong than cong com

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What are the Possible

Positive Effects?

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Possible Positive Effects:

• Increased effort

• Suppressed feelings get aired

• Better understanding

• Impetus for change

• Better decision making

• Key issues surfaced

• Critical thinking stimulated

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What are the Possible Negative Effects?

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Possible Negative Effects:

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Conflict Management

Styles

• Avoiding

– Passive – Ignore it – Lose-lose

• Accommodating

– Passive – Cooperative (passive)

– Lose-win

• Forcing

– Aggressive

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– Win-Win

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Initiating Conflict Resolution Model

Step 1 Plan a BCF (Behavior,

Consequences,Feelings) statement that maintains ownership of the problem.

Step 2 Present your BCF statement

and agree on the conflict.

Step 3 Ask for, and/or give,

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What is a Mediator?

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What is a Mediator?

• A neutral third party who

helps resolve a conflict

• Acts as a facilitator or

go-between

• Helps the parties resolve

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What is a Arbitrator?

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What is a Arbitrator?

• A neutral third party who

makes a binding decision to

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Discussion Question 2

What are the three parts

of a written outline?

O U T L I N E

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As an average, how many words should a sentence have, and how many

sentences should there be in

a paragraph?

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Which personality traits are associated with being close

to feedback?

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What are the four guidelines to getting feedback on messages?

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What is 360-degree feedback and are many organizations using it?

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Should a supportive working relationship be

a true friendship?

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Why doesn’t criticism work?

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How do you know when you are in a conflict?

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What is the difference between functional and dysfunctional conflict, and how does each affect

performance?

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What is meant by

maintaining ownership of

the problem ?

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What is the difference between a mediator and

an arbitrator?

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