Leading through Communication and

ConflictLorne Lantz, Carly Moore and Rebecca Routledge

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)

Listening and Sharing

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

Topic 1: Listening/Sharing Respect/Trust

Listening and SharingThe 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 SharingStrategies to Transformational Leadership

Listening

Active Listening

Understand their true feelings

Receptive to bad news

Sharing

Frequent & candid information

Telling Tales

Listening and SharingTelling Tales

Different stories to tell depending on your objective:

Sparking Action

Fostering Collaboration

Communicating who you are

Leading people into the Future

Listening and SharingResult is

TRUST & RESPECT

“People will follow you, not because they have to, but because they want to”

Decisiveness

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

Topic 2: Decisiveness Credibility

Decisiveness

1. Openness

2. Candor

3. Informality

4. Closure

Group

Decisive communicationLeader

Creativity/Insightfulness

Resolves tension

Emotional commitment to outcome

Coherence of ideas

DecisivenessFlip-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

DecisivenessWhen to apologize?

Serve an important purposeOffence is serious consequenceLeader should assume responsibilityCost speaking < cost silence

What constitutes a good apology?Acknowledgement of mistake/wrongdoingAcceptance of responsibilityExpression of regretPromise that offense will not be repeated

TIMELY!

Public Apology Michael McCain - President and CEO, Maple Leaf Foods

Negotiating

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

Topic 3: Negotiating Win-win

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 reactionsStriking backGiving inBreaking off

Go to the balcony

Buy time to think

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:

ReframeWhy?

What if?

Ask for their advice

What makes that fair?

Ask open-ended questions

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

Let them know the consequences

Keep sharpening their choice

Aim for mutual satisfaction, not victory

Forge a lasting agreement

Recap

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

Topic 1: Listening/Sharing Respect/Trust

Topic 2: Decisiveness Credibility

Topic 3: Negotiating Win-win

Questions?