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Seminar 2 Understanding Communications: A Key to Effective Leadership Lori Sundal Georgia Institute of Technology A seminar sponsored by EDUCAUSE EDUCAUSE.

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Presentation on theme: "Seminar 2 Understanding Communications: A Key to Effective Leadership Lori Sundal Georgia Institute of Technology A seminar sponsored by EDUCAUSE EDUCAUSE."— Presentation transcript:

1 Seminar 2 Understanding Communications: A Key to Effective Leadership Lori Sundal Georgia Institute of Technology A seminar sponsored by EDUCAUSE EDUCAUSE Southeast Regional Conference June 2, 2008 Jacksonville, Florida

2 Understanding Communications: A Key to Effective Leadership Copyright Lori Sundal, This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

3 Understanding Communications: A Key to Effective Leadership Agenda Introductions Communications – Definition Communication Channels and Types Effective Communications Communication Styles Active Listening Summary and Wrap-Up Breaks each hour and from 10 – 10:15

4 Understanding Communications: A Key to Effective Leadership Introductions Exercise: Partner with your neighbor: Tell your partner something about yourself – unusual, hobby, goals, or just something you enjoy. Describe it fully. Then switch and repeat. Share with all participants.

5 Understanding Communications: A Key to Effective Leadership Introductions Exercise: Each table will come up with a their definition of communication. Then, we’ll take the elements from all tables and we will develop our common definition as a group.

6 Understanding Communications: A Key to Effective Leadership Communications Definition The exchange of ideas, messages, or information, as by speech, signals, or writing. Webster’s Dictionary The art of passing information and ideas from one person to another. Successful Communication – Ken Lawson, M.A., Ed.M.

7 Understanding Communications: A Key to Effective Leadership Communications Definition As leaders, we communicate to: Get things done Pass on information Obtain information Reach decisions Achieve understanding between individuals Develop relationships

8 Understanding Communications: A Key to Effective Leadership Communications Definition Sender Receiver Blah, blah, blah Message >>>>> Method >>>>>> <<<<<<<< Feedback <<<<<<<<<<<

9 Understanding Communications: A Key to Effective Leadership Communication Definition Role of the Sender –Sender has clarity about the message and how it should be communicated. Meaning is clear Understand your audience Message is believable Solicit feedback Role of the Receiver –Receiver is attentive and “truly listening” Hears the words Interprets what is said and not said Provides feedback for clarification

10 Understanding Communications: A Key to Effective Leadership Communications Definition It takes two to speak the truth, one to speak, and the other to hear. Henry David Thoreau

11 Understanding Communications: A Key to Effective Leadership Communications Definition KEY 1 – “It Takes Two” Marvin Gaye and Kim Weston Understand your role as a sender and a receiver

12 Understanding Communications: A Key to Effective Leadership Communications Definition Jot down one thing you learned in this section.____________________ ____________________

13 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Channel – medium chosen by the sender to deliver a message Direct Channels: Obvious and easily recognized, under direct control of the sender –Verbal: words, spoken or written –Non-verbal: body language, gestures, color, sound

14 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Indirect Channels: usually recognized subliminally, not under direct control of the sender –Non-verbal: body language, gestures, facial expressions, etc. High risk of being misinterpreted!

15 Understanding Communications: A Key to Effective Leadership Communication Types and Channels

16 Verbal Communications Spoken word – speed and convenience, (face to face - either 1 on 1 or group, phone, interviews, meetings) –Face to face is strongest means for building relationships and trust with peers, employees, customers and constituents

17 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Verbal Communications Written word – more permanent and orderly, ( , reports, letter, proposals, minutes, etc.) Strive for 6 things: Accuracy Relevance Brevity Structure Clarity Audience

18 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Type of CommunicationExampleUsefulness Written WordLetters, Memos, Reports,Permanence and Proposals, Notes, Contracts, Accessibility Agendas, Minutes, Plans, etc. Spoken WordConversations, Interviews, MeetingsImmediacy Debates, Announcements, Speeches, etc. Symbolic GesturesGestures, Facial Expressions, Actions,Unconsciously Tone of Voice, Silence, Stance,Affect Others Posture, Movement, etc. Visual ImagesPictures, Drawings, Illustrations, Powerful conscious Charts, Videos, Logos, Graphics, etc.and unconscious messages

19 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Get out of your Chair!

20 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Non-Verbal Body Language – can enhance the spoken word –Complementing –Reinforcing –Emphasizing –Substituting

21 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Non-Verbal Body Language / Gestures – can contradict the spoken word –Hands –Body –Head / Face

22 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Exercise: I need 3 volunteers from the audience.

23 Understanding Communications: A Key to Effective Leadership Communications Definition Do I contradict myself? Very well then, I contradict myself, (I am large, I contain multitudes.) Walt Whitman, Song of Myself

24 Understanding Communications: A Key to Effective Leadership Communication Types and Channels Exercise: Take 5 minutes to talk about how non-verbal communication can enhance vs. contradict communication. Share.

25 Understanding Communications: A Key to Effective Leadership Communication Types and Channels KEY 2 – “Heard it through the Grapevine” Gladys Knight & the Pips Use appropriate channels for maximum effectiveness

26 Understanding Communications: A Key to Effective Leadership Communications Definition Jot down one thing you learned in this section.____________________ ____________________

27 Understanding Communications: A Key to Effective Leadership Effective Communications Goal – to achieve clarity Must be clear in your own mind Must have a succinct deliver Ensure the message has been clearly and correctly understood

28 Understanding Communications: A Key to Effective Leadership Effective Communications Benefits Improve our effectiveness and our job satisfaction as leaders –Relationships (employees, peers, superiors, customers, etc.) –Management –Selling –Counseling –Coaching –Mentoring –Conflict Management

29 Understanding Communications: A Key to Effective Leadership Effective Communications Business and Technical Communications Know your audience Talk less about technology and more about how technology services affect those using them Talk about how technology can enable the delivery of business process and services Beware of technical jargon and acronyms!

30 Understanding Communications: A Key to Effective Leadership Effective Communications Questions Who, What, When, Why, How

31 Understanding Communications: A Key to Effective Leadership Effective Communications Types of Questions Open Closed Fact Finding Follow Up Feedback

32 Understanding Communications: A Key to Effective Leadership Effective Communications “Nothing in life is more important than the ability to communicate effectively.” Gerald Ford

33 Understanding Communications: A Key to Effective Leadership Effective Communications “ I keep six honest serving-men (They taught me alI I knew); Their names were What and Why and When and How and Where and Who” Rudyard Kipling, Just So Stories

34 Understanding Communications: A Key to Effective Leadership Effective Communications KEY 3 – “Return to Sender” Elvis Presley Question and provide feedback for clarity

35 Understanding Communications: A Key to Effective Leadership Effective Communications Jot down one thing you learned in this section.____________________ ____________________

36 Understanding Communications: A Key to Effective Leadership Communication Styles

37 Analyticals Quantitative – like facts, figures, numbers, details Perfectionists – see themselves as experts Critical thinkers – don’t like people to break rules Analyze – need time to process information and make decisions, cautious, adverse to risk Inflexible – often resist change Reserved – want everything in writing and in detail

38 Understanding Communications: A Key to Effective Leadership Communication Styles Amiable Responsible – take it all on, hard for them to delegate Reserved – don’t need the spot light Multi-taskers – can juggle multiple tasks Cooperative – great listeners and team players, but get hurt feelings or can be offended easily Patient – generally nice people, value others and friendships Persistent – want to be treated fairly

39 Understanding Communications: A Key to Effective Leadership Communication Styles Drivers Accomplish – get things done, action-oriented Poor listeners – brief, get to the point, afraid of wasting their time Quick decisions – don’t want all the detail, will make decisions on incomplete information Judgmental – always right, highly opinionated, brusque and abrupt

40 Understanding Communications: A Key to Effective Leadership Communication Styles Expressives Talkers – love to talk and socialize, difficult to keep on task, easily distracted Creative – never meet a stranger, abstract thinkers Enthusiastic – very articulate and able to influence others Verbal centric – don’t like detail or paper People Centered – don’t like working alone Poor listeners – say the same thing in three different ways because they are always thinking and revising

41 Understanding Communications: A Key to Effective Leadership Communication Styles So, what happens when different styles communicate without understanding style differences? Analyticalvs.Expressive Drivervs.Amiable Drivervs.Expressive

42 Understanding Communications: A Key to Effective Leadership Communication Styles What do you do? Understand the different styles and adjust your communication to the needs of others Alter your behavior so that it fits better with another person’s style; this is your leverage Don’t give up your point of view, opinions or goals Remain flexible and understand communication in another person’s comfort zone

43 Understanding Communications: A Key to Effective Leadership Communication Styles Exercise: Complete the communications style questionnaire and plot your style on the style grid. What did you learn about yourself? Share.

44 Understanding Communications: A Key to Effective Leadership Communication Styles Communicating with Analyticals DoDon’t Be preparedBe disorganized or messy Be accurateBe informal or loud Be directRush a decision Present pros and consFail to follow through Be specificWaste time Be persistentLeave things to chance Present timelines/actionsThreaten or cajole Use facts and evidenceUse opinions as evidence

45 Understanding Communications: A Key to Effective Leadership Communication Styles Communicating with Amiables DoDon’t Start with something personalRush into business Show sincere interest in themMake their decision Listen and be responsiveForce a response Be casual and non-threateningBe demanding Ask “how” questionsDebate facts Provide assurancesBe patronizing or abrupt

46 Understanding Communications: A Key to Effective Leadership Communication Styles Communicating with Drivers DoDon’t Be specific and briefSmall talk, waste time Stick to businessBe disorganized Be preparedLeave things unclear Present information clearlyAsk rhetorical Ask “what” questions questions Take issues with factsSpeculate Be directive or make their decisions

47 Understanding Communications: A Key to Effective Leadership Communication Styles Communicating with Expressives DoDon’t Be fast and entertainingLegislate Leave time for socializingBe cold or aloof Talk about their goalsPress for solutions Deal with the “big” pictureDeal with details Ask for their opinions and ideasBe dogmatic Offer incentives or rewardsTalk down to them

48 Understanding Communications: A Key to Effective Leadership Communication Styles You can have brilliant ideas, but if you can’t get them across, your ideas won’t get you anywhere. Lee Iacocca

49 Understanding Communications: A Key to Effective Leadership Communication Styles What we’ve got here is a failure to communicate. Frank. R. Pierson The problem with communication is the illusion that it has occurred. George Bernard Shaw

50 Understanding Communications: A Key to Effective Leadership Communications Styles KEY 4 – “Thank you for lettin’ me be myself” Sly and the Family Stone Understand how to communicate with styles other than your own

51 Understanding Communications: A Key to Effective Leadership Communication Styles Jot down one thing you learned in this section.____________________ ____________________

52 Understanding Communications: A Key to Effective Leadership Active Listening Why do we listen? To obtain information To understand For enjoyment To learn We remember 25-50% of what we hear!

53 Understanding Communications: A Key to Effective Leadership Active Listening 5 Elements of Active Listening Pay attention, not just to the words, but body language as well Show you are listening, mirroring Provide feedback Defer judgment Respond appropriately

54 Understanding Communications: A Key to Effective Leadership Active Listening Listening Modes Competitive or Combative Passive or Attentive Active or Reflective

55 Understanding Communications: A Key to Effective Leadership Active Listening Using Listening Skills Empathizing – listening from the perspective of the speaker Analyzing – using analytical questions to get at the full meaning of the speaker’s message Reflecting – paraphrasing what has been said to show the speaker you have heard and understand the message.

56 Understanding Communications: A Key to Effective Leadership Active Listening Exercise: SOLER Face the speaker S quarely Adopt an O pen posture L ean Maintain good E ye contact Try to be R elaxed Teams of 3 – Listener, Speaker, Observer

57 Understanding Communications: A Key to Effective Leadership Active Listening Feedback Effective feedback has to be: accepted by the person receiving it must be constructive must not be critical

58 Understanding Communications: A Key to Effective Leadership Active Listening Speaker Factual, specific and about what has happened Addresses the behavior and the effect Take into account needs of receiver as well as you Make it well timed Receiver Listen carefully to what is said Try not to be defensive; mentally note questions or disagreements Paraphrase what you think you heard Ask questions for clarification

59 Understanding Communications: A Key to Effective Leadership Active Listening Barriers Physical Barriers Perceptual Barriers Emotional Barriers Cultural Barriers Language Barriers Gender Barriers Interpersonal Barriers

60 Understanding Communications: A Key to Effective Leadership Active Listening Exercise: SOLER with Barriers Teams of 3 – Listener, Speaker, Observer Barriers will be provided to either the speaker or receiver. Do not share your specific barrier with your team.

61 Understanding Communications: A Key to Effective Leadership Active Listening The most important thing in communication is to hear what isn’t being said. Peter Drucker When people talk, listen completely. Most people never listen. Ernest Hemingway We have two ears and one mouth so that we can listen twice as much as we speak. Epictetus

62 Understanding Communications: A Key to Effective Leadership Active Listening KEY 5 – “Listen to What the Man Said” Paul McCartney and Wings Truly hear and see what’s being communicated to you

63 Understanding Communications: A Key to Effective Leadership Active Listening Jot down one thing you learned in this section.____________________ ____________________

64 Understanding Communications: A Key to Effective Leadership Summary and Wrap-Up Sender Receiver Blah, blah, blah Message >>>>> Method >>>>>> <<<<<<<< Feedback <<<<<<<<<<<

65 Understanding Communications: A Key to Effective Leadership Summary and Wrap-Up Active listeningChannels Eye contactWritten and Spoken word Watch body languageGestures Pay attentionBody Language Mirror speaker Turn toward personClarity >>>>>>>>> Feedback >>>>>>>>>>> Message <<<<< Method <<<<<< Sender Receiver

66 Understanding Communications: A Key to Effective Leadership Summary and Wrap-Up 1 Understand your role as a sender and a receiver 2 Use appropriate channels for maximum effectiveness 3 Question and provide feedback for clarity 4 Understand how to communicate with styles other than your own 5 Truly hear and see what’s being communicated to you

67 Understanding Communications:A Key to Effective Leadership Summary and Wrap-Up The art of communication is the language of leadership. James Humes

68 Understanding Communications: A Key to Effective Leadership Summary and Wrap-Up Development of effective communication skills is a life-long process. As a leader, you must practice and work at improving these skills. “The long and winding road” The Beatles

69 Understanding Communications: A Key to Effective Leadership Thank you for your attendance! Questions?

70 Understanding Communications: A Key to Effective Leadership Contact Information Lori Sundal, Director – Enterprise Information Systems Office of Information Technology Georgia Institute of Technology

71 Understanding Communications: A Key to Effective Leadership Reference Information Heller, R. (1998). Communicate Clearly. New York: DK Publishing, Inc. Lawson, M.A., Ed.M., K. (2006) Successful Communication. New York: Axis Publishing Limited Taggart, B. M. (2006). Communication and Self-Discovery. Boulder, Colorado: Educause Institute Trubitt, L. and Muchane, M. (2008). In Plain English, Please: Effective IT Communications. Educause Quarterly Internet Resources:


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