Principles and Skillsfor Leadership

Steven A* BeebeTexas State University—San Marcos

Timothy P. MottetThe University of Texas—Pan American

, Allyn & Bacon

Boston New York San FranciscoMexico City Montreal Toronto London Madrid Munich Paris

Hong Kong Singapore Tokyo Cape Town Sydney

Contents

PARTI

Chapter 1

Preface xix

COMMUNICATION PRINCIPLES FOR LEADERSHIP

Communicating and Leading at WorkCommunication: Making Sense and Sharing Sense 4

The Nature of Communication 5The Importance of Communication 7

Leading Others: Communication Principles at Work 8Principle One: Be Aware of Your Communication with Yourself and OthersPrinciple Two: Effectively Use and Interpret Verbal Messages 9Principle Three: Effectively Use and Interpret Nonverbal Messages 9Principle Four: Listen and Respond Thoughtfully to Others 9Principle Five: Appropriately Adapt Messages to Others 10

Leading Others: Communication Skills at Work 10Relating to Others: Interpersonal Communication 11Collaborating with Others: Team Communication 12Presenting to Others: Public Communication 12

Leadership: Influencing Others Through Communication 13Leading Versus Managing 14Leading Versus Following 15Leadership Approaches 15

>@WORK 20

Summary 22Discussion Questions 22Building Your Skills 23

Chapter 2 Being Aware of Self and Others:Enhancing Communication and Leadership 25Be Aware of Your Own and Others' Social Styles

Identifying Your Social Style 28

COMMONICATION SKILLS @ W O R K 30

Identifying Others' Social Styles 30Adapting to Social Styles 32

27

Vli i CONTENTS

Be Aware of Your Own and Others' Leadership Assumptions 32Classic Leadership 32Human Relations Leadership 33Human Resources Leadership 34Systems Leadership 36

COMMUNICATION AND GLOBALIZATION @ W O R K 36

Be Aware of Organizational Culture 38The Nature of Organizational Culture 38Organizational Culture and Leadership 41

Be Aware of How Ethics Influence Effective Leadership 41Challenge of Deceit 42

COMMUNICATION ETHICS @ WOR K 42

Challenge of Responsibility 43Challenge of Consistency 43

Summary 44Discussion Questions 44Building Your Skills 45

Chapter 3 Using Verbal and Nonverbal Messages 46How to Communicate Clear Verbal Messages 47

Be Concrete 48

COMMUNICATION ETHICS @ WORK 49

Be Concise 50

COMMUNICATION AND GLOBALIZATION @ WOR K 50

Be Relevant 51

How to Communicate Supportive Verbal Messages 53Use Descriptive " I " Language Rather Than Evaluative "You" LanguageSolve Problems Rather Than Control Others 54Be Genuine Rather Than Manipulative 54Empathize Rather Than Detach from Others 54Be Flexible Rather Than Rigid 54Present Yourself as Equal Rather Than as Superior 54

How to Understand Nonverbal Messages 55Understanding Characteristics of Nonverbal Communication 55

COMMUNICATION AND GLOBALIZATION @ WOR K 56

Understanding Functions of Nonverbal Communication 57

How to Interpret Nonverbal Messages 58Physical Appearance 59

COMMUMSCOTORJ SKILLS @ W O R K 60

Voice 61Body Movement, Posture, and Gestures 61

53

CONTENTS ix

Facial Expresson and Eye Contact 62Space 62Time 63Touch 63Physical Environment 64

How to Communicate Nonverbal Messages to EnhanceLeadership 64

How to Manage Sexually Harassing Messages atWork 65

Experiencing Sexual Harassment 65Avoiding Sexual Harassment 66

Summary 67Discussion Questions 67Building Your Skills 68

Chapter 4 Listening and Responding 69Overcoming Listening Barriers 71

Overcoming Information-Processing Barriersat Work 72

COMMUNICATION AND GLOBALIZATION @ WOR K 72

COWUtftU«OTO0M SKILLS @ W O R K 73

Overcoming Context Barriers at Work 75

Listening Effectively to Others 76Stop: Turn Off Competing Messages 77Look: Listen with Your Eyes 78

COMMUNICATION ETHICS @ WORK 78Listen: Understand Both Major Ideas and

Details 79

Responding Effectively to Others 81Responding with Verbal Messages 83Responding with Nonverbal Messages 84Responding with Empathic Messages 84

Helping Others Listen Effectively to You 86Helping Others Select Your Messages 86Helping Others Attend to Your Messages 87Helping Others Understand Your Messages 87Helping Others Remember Your Messages 88Helping Others Respond to Your Messages 88

Summary 90Discussion Questions 91Building Your Skills 91

X CONTENTS

Chapter 5 Adapting to Differences: Personality,Culture, and Gender 93

Understanding Biological and Cultural Influenceson Communication at Work 94

Biological Influences 94Cultural Influences 95

Adapting to Personality Differences 96Willingness to Communicate 96Communication Apprehension 98Argumentativeness 100

Adapting to Cultural Differences 102Cultural Contexts 103Cultural Values 105

Adapting to Cultural Contexts and Values 108

COMMUNICATION AND GLOBALIZATION @ WO R K 109

Adapting to Gender Differences 110Powerful and Powerless Language 111Conversational Rituals 111

COMMUNICATORS SKILLS @ WO R K 113Using Both Masculine and Feminine

Communication Styles 114

Summary 114Discussion Questions 115Building Your Skills 115

PART II

Chapter 6

RELATIONSHIP SKILLS

Relating to Others at Work 117Understanding Types of Workplace Relationships

Skills for Relating to Your Manager 120

COMMUNICATION AND GLOBALIZATION @ WORK 121Skills for Relating to Your Co-Workers 121Skills for Relating to Those You Lead 122Skills for Relating to Your Customers and Clients 124

COMMUNICATION ETHICS @ WORK 125

COMMUWICATI0M SOCOB.ELS @ W O R K 1 2 5

119

Understanding Relational Conflict at WorkThe Nature of Workplace Conflict 127Conflict Styles 128

Managing Relational Conflict at Work 131Skills for Managing Workplace Climate 131

126

CONTENTS Xi

Skills for Managing Emotions 131Skills for Managing Conflict Conversations 132

Negotiating Solutions at Work 135Negotiating Strategies 136Skills for Negotiating Win-Win Solutions 137

Communication Principles and Skills for LeadershipDiscussion Questions 140Building Your Skills 141

139

Chapter 7 Interviewing Principles and Skills 142Preparing the Interview 144

Identify the Interview Goal 144Identify the Appropriate Person 145Arrange the Interview 145

COMMUNICATION AND GLOBALIZATION @ W O R K 146

Structuring the Interview 147Understand Structured Versus Unstructured Interviews 148Identify Interview Topics 149Write Interview Questions 149Sequence Interview Questions 152

Conducting the Interview 154Open the Interview 154

COMMUNICATION ETHICS @ W O R K 155

Process the Body of the Interview 156Close the Interview 157

Listening and Responding During the Interview 159Listen Effectively 159Respond Appropriately 160

Interviewing Responsibilities 160Interviewer Responsibilities 160Interviewee Responsibilities 162

COMMUNICATION SKILLS @ W O R K 163

Communication Principles and Skills for Leadership 164Discussion Questions 164Building Your Skills 165

Chapter 8 Interview Types 166Information-Gathering Interviews 167

Preparing an Information-Gathering Interview 167Conducting an Information-Gathering Interview 168Following Up an Information-Gathering Interview 169

Xil CONTENTS

Job Interviews 170Preparing a Job Interview 170

COMMUNICATION AND GLOBALIZATION @ WOR K 176

Conducting a Job Interview 176

COMMUNICATION AND GLOBALIZATION @ W O R K 179

COMMUNICATION ETHICS @ W O R K 180

Following Up a Job Interview 182

Appraisal Interviews 183Preparing an Appraisal Interview 184Conducting an Appraisal Interview 185Following Up an Appraisal Interview 188

Communication Principles and Skills for LeadershipDiscussion Questions 190Building Your Skills 190

189

PART HI

Chapter 9

COLLABORATION SKILLS

Collaborating in Teams 191Elements of Teamwork 193

Differences Between Groups and Teams 194

COMMUNICATION ETHICS @ WORK 195

Characteristics of Effective Teams 196Working in Virtual Teams 197

COMMUNICATION AND GLOBALIZATION @ WOR K 199

Understanding Team Dynamics 201Team Roles 201Team Norms 204Team Networks 204

Improving Team Dynamics 206How To Develop Team Ground Rules 207How To Develop a Team Mission Statement 207How To Manage Team Status and Power Differences 208How To Enhance Team Cohesiveness 210

Approaches to Teamwork 210The Descriptive Approach: Describing Team

Development 211The Functional Approach: Understanding Team

Functions 212The Prescriptive Approach: Identifying Team

Strategies 214

Communication Principles and Skills for Leadership 214Discussion Questions 215Building Your Skills 215

CONTENTS XIII

Chapter 10 Enhancing Team Meetings 218Preparing for Meetings 220

Determining Whether To Have a Meeting 220Determining the Meeting Goal 221Developing the Meeting Agenda 223

How To Structure Meetings To Achieve Results 225Structuring Decision-Making Meetings 225

COMMUNICATION ETHICS @ W O R K 227

Structuring Problem-Solving Meetings 227Structuring Creative Meetings 233

How To Manage Meeting Interaction 236Facilitating Meeting Interaction 236

COttUMUNICAlTDORg SKILLS @ WORK 238

Avoiding Groupthink: Encouraging Interaction 239Reaching Consensus: Managing Conflict 240

Tips for Leading Team Meetings 242COMMUNICATION AND GLOBALIZATION @ WOR K 243

Communication Principles and Skills for LeadershipDiscussion Questions 244Building Your Skills 244

243

PART IV

Chapter 11

PRESENTATION SKILLS

Developing Your Prof essional Presentation 248Managing Communication Apprehension 250

Understanding Your Nervousness 250Tips for Building Your Confidence 251

An Overview of Professional Speaking 253

Consider Your Audience 254Analyzing Your Audience Before You Speak 255Analyzing Your Audience as You Speak 259Analyzing Your Audience's Nonverbal Cues

as You Speak 259Responding to Your Audience's

Nonverbal Cues 260Analyzing Your Audience After You Speak 261

SMU.S @ WO R K 261

263

Establish Your Credibility 262Elements of Your Credibility 262Phases in the Establishment of Credibility

Xlv CONTENTS

Craft Your Message 264Select and Narrow Your Topic 264Determine Your Purpose 265Develop Your Central Idea 266Generate Your Main Ideas 267Does the Central Idea Have Logical Divisions? 267Are There Several Reasons Why the Central Idea

Is True? 267Can You Support the Central Idea with a Series

of Steps? 268

COMMUNICATION AND GLOBALIZATION @ WOR K 268

Sample Speech: Writing for the Web by Douglass Starr 269

Communication Principles and Skills for Leadership 271Discussion Questions 271Building Your Skills 272

Chapter 12 Supporting and OrganizingProfessional Presentations 274Supporting Your Presentation 275

Sources of Supporting Material 275Types of Supporting Material 279

COMMUNICATION SKBLLS @ WO R K 282

Organizing Your Presentation 286Organizing Your Main Ideas 287

COMMUNICATION ETHICS @ WORK 289Organizing Your Supporting Material 289

COMMUNICATION AND GLOBALIZATION @ WO R K 290Organizing Your Presentation for the Ear 290

Introducing and Concluding Your Presentation 291Introductions 292Conclusions 292

Outlining Your Presentation 293Preparation Outline 293Delivery Outline 295

Sample Informative Speech: Secrets of High-PerformingExecutive Teams by Jim McNerney 296

Communication Principles and Skills for Leadership 300Discussion Questions 301Building Your Skills 301

CONTENTS XV

Chapter 13 Delivering Professional Presentations 302Methods of Delivery 303

Reading: Manuscript Speaking 304Recalling: Memorized Speaking 304Improvising: Impromptu Speaking 305Conversing: Extemporaneous Speaking 306

Effective Delivery Strategies 306Look Up: Maximize Eye Contact 306Move Meaningfully: Use Appropriate

Gestures, Movement, and Posture 308Express Emotions: Use Appropriate Facial Expressions 310Look Good: Monitor Personal Appearance 311

COMMUNICATION AND GLOBALIZATION @ W O R K 311

Speak Clearly: Use Appropriate Vocal Delivery 312Speak Up: Tips for Using a Microphone 314

Adapting Your Presentation for Television 315

Responding to Questions 316

Presentation Aids 318Why Use Presentation Aids? 318Types of Presentation Aids 318Using Presentation Aids 322Designing Presentation Aids 323Using Presentation Software 325Preparing a Presentation with PowerPoint 327

Communication Principles and Skills for Leadership 328Discussion Questions 329Building Your Skills 330

Chapter 14 Informative, Persuasive, and SpecialPresentations 331Informing Others 332

Presenting Briefings 333Presenting Reports 334Presenting Public Relations Presentations 335Presenting Training Sessions 335

Persuading Others 338Principles of Persuasion 338Strategies for Persuading Others 340

COMMUNICATION AND GLOBALIZATION @ W O R K 341

Presenting to Sell 350Developing Your Sales Message 351

XVl CONTENTS

Informing and Persuading as a Team 354

Making Special Presentations 355Introducing Others 355Presenting an Award 356Accepting an Award 356Making a Toast 357

Communication Principles and Skills for LeadershipDiscussion Questions 359Building Your Skills 359

358

Appendix A Writing for Business 361Business Writing Skills 362

Organizing and Developing Paragraphs 362Using Appropriate Writing Style 363Writing Clearly 364Using Correct Spelling and Grammar 365

Using Email 366

Writing Business Letters 367Correspondence 367Complaint Letters 369

Writing Business Documents 369Memos 370Progress and Activity Reports 371Sales Proposals 372Formal Reports 372

Learning When and How To Use Technology 374Considering the Qualities of the Message 374Considering the Emotional Impact of the Message 375Following Communication Norms of the Organization 375Using Multiple Channels 376

Communication Principles and Skills for Leadership 376Discussion Questions 377Building Your Skills 377

Appendix B Managing Time: Managing Communication 379Develop Written Goals and Objectives

Develop Goals 382Develop Objectives 382

Make a Master List 383

382

CONTENTS XVII

Prioritize Your Work 384Manage Interruptions 386

Manage Messages: Time Management Principles 386Manage Email 387Manage Paperwork 387Manage the Telephone 388Manage Unscheduled Visitors 389

Take Action 390

Work Efficiently on Team Projects 391

Communication Principles and Skills for LeadershipDiscussion Questions 393Building Your Skills 393

Glossary 395

Endnotes 405

Index 425

Credits 433

392