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Leading through Communication and Conflict

Discover the essential skills for effective transformational leadership through the lens of communication and conflict resolution. In this workshop, Lorne Lantz, Carly Moore, and Rebecca Routledge delve into the core topics of listening and sharing to build respect and trust, decisiveness to enhance credibility, and strategic negotiating for win-win outcomes. Learn how to motivate teams, especially in challenging environments like baggage handling, by leveraging emotional intelligence and fostering collaboration. Equip yourself with techniques that inspire people to follow out of genuine respect.

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Leading through Communication and Conflict

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  1. Leading through Communication and Conflict Lorne Lantz, Carly Moore and Rebecca Routledge

  2. 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) Leading through Communication and Conflict

  3. Listening and Sharing L = f (L1 + L2 + Gm + s) Topic 1: Listening/Sharing  Respect/Trust

  4. Listening and Sharing • The 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?

  5. Listening and Sharing Strategies to Transformational Leadership

  6. Listening and Sharing Telling Tales

  7. Listening and Sharing • Result is • TRUST & RESPECT • “People will follow you, not because they have to, • but because they want to”

  8. Decisiveness L = f (L1 + L2 + Gm + s) Topic 2: Decisiveness  Credibility

  9. Decisiveness • Openness • Candor • Informality • Closure Decisive communication Leader Group Coherence of ideas Resolves tension Emotional commitment to outcome Creativity/ Insightfulness

  10. Decisiveness • Flip-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

  11. Decisiveness • When to apologize? • Serve an important purpose • Offence is serious consequence • Leader should assume responsibility • Cost speaking < cost silence • What constitutes a good apology? • Acknowledgement of mistake/wrongdoing • Acceptance of responsibility • Expression of regret • Promise that offense will not be repeated • TIMELY!

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

  13. Negotiating L = f (L1 + L2 + Gm + s) Topic 3: Negotiating  Win-win

  14. 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 reactions • Striking back • Giving in • Breaking off • Go to the balcony • Buy time to think

  15. 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

  16. Step 3 - Don’t reject:Reframe • Why? • What if? • Ask for their advice • What makes that fair? • Ask open-ended questions

  17. 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

  18. 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

  19. Recap L = f (L1 + L2 + Gm + s) Topic 1: Listening/Sharing  Respect/Trust Topic 2: Decisiveness  Credibility Topic 3: Negotiating  Win-win Leading through Communication and Conflict

  20. Questions?

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