EFFECTIV

E LEADER

SHIP

COMMUNICATION

WH AT I

S EF F E C T I V

E LE A D E R S H I P

CO M

MU N I C

AT I ON ?

H O W C

A N WE G

E T BE T T E R A

T IT ?

Why am I here today?

COMMUNICATION DEMONSTRATES A….Positive correlation between….communication and- Organizational commitment- Performance- Organizational citizenship behaviors- Job satisfaction

Negative correlation between….communication failure and- Stress- Job dissatisfaction- Low trust- Decrease in organizational commitment- Severance intentions- Absence(Husain, 2013)

LEADERS COMMUNICATING

COMMUNICATION IS CRITICAL TO SUCCESS

PRESENTATION OUTLINEWhat is Communication?

What is Leadership?

Communication Process

Communication Types

Communication Barriers

Effective Listening

Leadership Challenge

Leadership Preparation

Skill Exercise

Recommended Takeaways

References

ENGAGE – ACTIVE LISTENING

Not quite

Talking and listening together

EFFECTIVE OR ACTIVE LISTENINGFORMAL DEFINITION– The ability to listen is someone who is comfortable asking questions, admitting they do not have all the answers and asking for help (Baldoni, 2003). Ask your associates and customers what they need, want and aspire to become (Baldoni, 2003). Then make the changes that let people know you heard what they were saying.

THE HOME DEPO

T LIFE

S O WH A T D

O E S TH I S

ME A N F

O R YO U ?

At The Home Depot, leaders must make sure there is two-way communication taking place (Baldoni, 2003). Oftentimes, it comes from RVPs or DMs and sent down in neat little packages. Managers spend several hours a week on conference calls from the corporate office engaging in communication efforts. Effective listening is crucial to execution.

Takeaway 1– - Effective communication requires a proactive disposition (Hua, Sher, & Pheng, 2005). This means we must be effective in our communication while engaging others as an effective listener to achieve understanding.

The Big

The Home Depot:

a) Satisfied customers

b) Being in stock

c) Store appearance

SO, WHAT IS EFFECTIVE COMMUNICATION?....

INFORMAL DEFINITION – Effective communication is what happens when both leaders and followers work to understand each other in multiple ways and using multiple formats.

Examples:“It’s when my associates finally do what I say!”“It’s when I get a call from the customer who tells me that everything was delivered on time.”“It’s when we make sales plan.”“I know I’m communicating effectively if people agree with me.”Do these sound accurate?

DOES ANYONE KNOW THE FORMAL DEFINITION

FORMAL DEFINITION - Darling and Beebe (2007) define effective communication as a primary means where leaders achieve desired levels of excellence within their organization.

THE HOME DEPO

T LIFE

S O WH A T D

O E S TH I S

ME A N F

O R YO U ?

At The Home Depot, the focus is on customer care,innovation, employee engagement, retention andleader/follower relationships. Communication impacts thedaily work life of every associate.

“OOPS, DID I SAY THAT OUT LOUD?”

You can be an Effective Communicator

Can I take that back?We communicate all day.

Takeaway 2- How you communicate should be specific to your audience, leadership style, audience, method, personality, organization and even your industry.

SO, WHAT IS LEADERSHIP?INFORMAL DEFINITION – How would you define Leadership?

Examples:

“A leader is someone who stands up and tells people what to do.”

“A leader is someone who stands up for what is right.”

“A leader is someone that knows how to show a profit and keep it.”

“A leader is someone that takes the time to listen to what I have to say.”

DOES ANYONE KNOW THE FORMAL DEFINITION

FORMAL DEFINITION - Northouse (1997) defines leadership as the process whereby an individual influences a group of individuals to achieve a common goal.

The difference in opinions about the definition of Leadership might explain why some people think others are bad leaders, and some think they are great!

The assumptions we make about what leadership meanswill determine how we judge that leader and others.

Have you ever thought about what type of leader you work with, and what style they use?

Have you ever explained to your boss what type of leadership you are looking for? Or asked her to explainher leadership philosophy?

Better yet, have you ever explained your leadershipphilosophy to your associates?

NOTES

THE HOME DEPO

T LIFE

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ME A N F

O R YO U ?

At The Home Depot, Leadership is top-down in orientation. Instructions come from the CEO in Atlanta, GA. to 2300+ stores. Regional and District Managers pass them on to Store Managers. Store managers pass it on to assistant managers, department heads and finally on to the associate. Each of these people have their own leadership style, favorite methods and specific skill set that makes them an effective communicator.

Takeaway 3- Leadership comes in various shapes, styles and formats. Each of us can be both leader and follower at the same time. Recognizing which role you are currently in allows you to behave appropriately.

SO, WHAT IS AN EFFECTIVE FOLLOWER?

WE’VE DISCUSSED: -LEADERSHIP-COMMUNICATION-ACTIVE LISTENING-FOLLOWERSHIP-NEED FOR COMMUNICATION

RE -

So what, have we really communicated yet?

SO, WHAT IS THE COMMUNICATION PROCESS?INFORMAL DEFINITION – How would you

describe the communication process?

Examples:

“I talk, you listen!”

“Who cares, just smile and nod ‘til she shuts up

and we can get back to work.”

“I talk, you listen, you work and get it wrong,

I scream again.”

“The leader spreads to vision and

plan, we work it out and then we

get back together and discuss how

we can make it better.”

THE COMMUNICATION PROCESSEFFECTIVE COMMUNICATING CONSISTENTLY – incorporates the

views of others, the workplace environment and organizational stability. Information is presented in an organized fashion which considers the recipient in a way that provides clarity and appropriateness to its audience. It can involve several methods including writing and speaking. It encourages feedback, discussion and questions from others whether the message involves good or bad news (Tyler, 2003).

NON-VERBAL COMMUNCIATION – tone of voice, body language, eye contact, posture, etc.

VERBAL COMMUNICATON – this can be spoken or written. These are more common. The next slide goes over these in detail.

COMMUNICATION TYPESNON-VERBAL COMMUNCIATION – tone of voice, body language, eye

contact, posture, etc.

VERBAL COMMUNICATON – this can be spoken or written. These are more common. The next slide goes over these in detail.

COMMUNICATION METHODSVERBAL COMMUNICATION METHODS – some include emails, texts,face-to-face, conference calls, speeches, written documents,company speeches, and social media.

ESVS

ENHANCED SPECIAL

SERVICES SYSTEM

I N S T A L L I N G P R O D U C T S F O R H O M E D E P O T C U S T O M E R S

A customer comes in or sets up a carpet measure online.Measure Comp goes out to do the measure and emails the drawings to the customer.The customer then decides they want to pick out another carpet and comes into the store.The associate helps them pick out a color and they are ready to pay.The associate calls Measure Comp and asks them to release the drawings to the store so your associate can close the sale.If you’re lucky, they do it then while the customer is there and the associate proceeds to get payment.The customer goes home and waits for the installer to call with the carpet install date.The carpet is installed and the customer is happy.The customer gets a follow up call asking if they are happy and why.Everyone gets graded on their job by the customer and the store makes money, customer has carpet, vendor keeps their job and your associate gets a pat on the back.

ESVSH A S I T

HE L P E D ?

THE HOME DEPO

T LIFE

S O WH A T D

O E S TH I S

ME A N F

O R YO U ?

At The Home Depot, they try to train its employees to communicate effectively.

DESIGNED TO HELP

YOU

HIDDEN FLAWS IN

THE

ESVS

CAN YOU

CHANGE?........

..........

... YES!

Takeaway 4 – It is important to know your audience as a leader to ensure your message is being heard and carried out. By understanding who you work with, leaders can cater their message to their follower so it is heard.

Takeaway 5 – communicators invite open and honest dialogue, create an environment of inclusion and encouragement. This opens the door for associates to be proactive and exchange ideas (van d. D., & Caldeira, 2006).

OK, IT MAY SOUND SIMPLE, BUT IT’S NOT EASY..

COMMUNICATION BARRIERS

BLINDSPOTS – these are areas leaders are not aware exist

ASSUMPTIONS – these are beliefs leaders bring to the table without recognizing them

TIMING – how and when communication takes place can determine its effectiveness

SPEED – how quickly leaders respond to a crisis can determine the receivers response

CLARITY – taking special care to consider one’s audience can add to a message’s clarity

FOLLOWERS - everyone is different and leaders need to know the differences so their communication efforts can become more effective.

HOME DEPOT B

ARRIERS

J US T A

FE W F

O R YO U T

O CO N S I D

E R

Blindspot at THD -old associates versus new associatesAssumptions at THD -specialty associates versus receiving associatesTiming at THD -communication leaks about who gets promotedSpeed at THD -it take 4 weeks before promotions get announcedClarity at THD -a SM talks about his $25000 bonuses and you are trying to pay the $99 phone billFollowers/associates at THD – everyone is a leader and follower

THE HOME DEPO

T LIFE

S O WH A T D

O E S TH I S

ME A N F

O R YO U ?

At The Home Depot, there are various levels of leadership.All leaders and followers have blindspots which can be magnified by the assumptions they bring to the table. Always consider your message, your audience, your beliefs and how they might receive your message to enhance your effectiveness

Takeaway 6 – To communicate effectively, know your role. Know your associates, about their lives and how they might take certain comments. This is doubly important with customers.

LEADERSHIP CHALLENGES

#1CHALLENGE FOR LEADERS – Lack of communication skills is among

the top reasons for executive derailment (Tyler, 2003).

SUGGESTIONS FROM TYLER’S DEFINITION DISCUSSED EARLIER (2003) –When communicating:

1) Incorporate the views of others

2) Present information in an organized and logical fashion

3) Consider the recipient and method4) Work to become efficient in oral and written communication

5) Encourage questions and discussions with others

6) Communicate bad news and good news effectively7) Become comfortable communicating effectively even if you have to practice.

THE HOME DEPO

T LIFE

S O WH A T D

O E S TH I S

ME A N F

O R YO U ?

At The Home Depot, most people honestly believe they communicate

effectively. Don’t let your own blindspots or assumptions derail

you. This requires actively engaging with your peers and

management team to discover areas you can improve. Ask

questions during your review period and from your associates.

Takeaway 7 – It’s your job. Find a partner at work who will tell you the truth about your communication effectiveness. Ask for advice and take classes that improve your skills. Volunteer to speak in front of the store or in the community.

LEADERSHIP PREPARATION & DEVELOPMENTFOCUS – every follower is a leader waiting for a mentor to help them

develop. If you are a leader, who are you developing into a leader or a better follower? If you aren’t, are you really a leader?

LEADERSHIP GOALSS – 1) All Time Champion of Micro-Management 2) All-Star who hides from Controversy, 3) Pass the buck leadership, 4) Throw others under the bus to promotion, 5) #1 Grumbler of all-time (Tomlinson, 2015). Are these goals you want to achieve? Do you associates think you have already won the titles?

THE HOME DEPO

T LIFE

S O WH A T D

O E S TH I S

ME A N F

O R YO U ?

At The Home Depot, many times good associates are looked over,or not taken seriously because of their schedule or family situation.countless talent has been lost between the racks because no onetook the time to engage an associate and steer them towards acareer at THD. I know you are busy, but time spent teaching others pays itself back.

Takeaway 8 – Commit with another associate to hold you accountable as a leader and commit to another associate that you plan to mentor towards becoming a better leader or follower.

HOW WELL

DO YOU

COMMUNICATE

FUN AND GAMES

SKILL DEVELOPMENT – AN EXERCISEWUZZLE PICTURE PUZZLE A – do by yourself.

WUZZLE PICTURE PUZZLE B– I will put you in groups of two or three

This exercise will show you how a collective intelligence of other people can speed up your understanding and interpretation of events. You will need to be effective in your communication skills for Puzzle B.

At The Home Depot, you can take these exercises with youif you’d like to give them to your associates. This may helpin your goal for developing your associates and yourselves.

Wuzzle-Picture Puzzle A

A common phrase is depicted in each box. Write out the saying by yourself and wait for the others to finish (Dunphy & Whisenand, 2006).

Wuzzle-Picture

Puzzle BA common phrase is depicted in each box. Write out the saying with your team (Dunphy & Whisenand, 2006).

TAKEAWAYSTakeaway 1- Effective communication requires a proactive

disposition (Hua, Sher, & Pheng, 2005). This means we must be effective in your communication while engaging others as an effective listener to achieve understanding.

Takeaway 2– How you communicate should be specific to your audience, leadership style, audience, method, personality, organization and even your industry.

Takeaway 3 – Leadership comes in various styles and formats. Each of us can be both leader and follower at the same time. Recognizing which role you are currently in allows you to behave appropriately.

Takeaway 4 – It is important to know your audience as a leader to ensure your message is being heard and carried out. By understanding who you work with, leaders can cater their message to their follower so it is heard.

Takeaway 5 – Communicators invite open and honest dialogue, create an environment of inclusion and encouragement. This opens the door for associates to be proactive and exchange ideas.

Takeaway 6 -Know your role to communicate effectively. Know you associates, about their lives and how they might take certain comments. This is doubly important with customers.

Takeaway 8 – It’s your job. Find a partner at work who will tell you the truth about your communication effectiveness. Ask for advice and take classes that improve your skills. Volunteer to speak in front of the store or in the community.

Takeaway 9 – commit with another associate to hold you accountable as a leader and commit to another associate that you plan to mentor towards becoming a better leader or follower.

Takeaway 10 – Some parts of leadership are silent (Tomlinson, 2015). It comes from living out what you ask others to do: hard work, conviction, trust, courage, and more. Model the Way for others to follow (Kouzes & Posner, 2012).

REFERENCESBaldoni, J. (2003). Great communication secrets of great leaders. New York, NY: McGraw-Hill.

Darling, J. R., & Beebe, S. A. (2007) Effective Entrepreneurial Communication in Organization Development: Achieving Excellence Based on Leadership Strategies and Values. Organization Development Journal, 25(1), 76-93.

Dunphy, S. M., & Whisenand, T. G. (2006). Building camaraderie through information processing: The wuzzle picture-puzzle exercise. Journal of Information Systems Education, 17(1), 11-16.

Hua, G. C., Sher, W., Pheng, L. S. (2005). Factors Affecting Effective Communication Between Building Clients and Maintenance Contractors, Corporate Communications, 10(3), 240-250.

Northouse, P. (1997). Leadership theory and practice. Thousand Oaks, CA: Sage.

Tyler, J. L. (2003). Core Competencies: A Simplified Look at a Complicated Issue. Healthcare Financial Management, 57(5), 90-2, 94.

van d. D., & Caldeira, S. J. (2006). Effective Leaders Champion Communication Skills. Nation’s Restaurant News, 40(13), 20-20, 28.