BUAD 302 Final part 2

Leadership effectiveness

your performance as a leader - how well you lead

When to use "we" voice

Use in internal persuasive messages to emphasize shared work goals

When to use an impersonal voice

Use in persuasive messages to emphasize objectivity and neutrality

REPORT talk

Masculine speech - "just the facts", linear, chronological, "fix the problem" / give solution, seeks to command attention, convey information, and win arguments.

Active listening

"a person's willingness and ability to hear and understand." Components: -paying attention -holding judgement -Reflecting -Clarifying -Summarizing -Sharing

Why EI part 2?

"managers high in emotional intelligence outperformed others in terms of increased guest satisfaction, lower turnover, and 34% greater profit growth" "project managers... with higher EQ linked to improved teamwork and more effective handling of conflict" "when asked what sets superior performers apart, participants identified emotionally intelligent competencies 44% of the time and cognitively intelligent competencies 19% of the time" "salespeople selected on the basis of emotional competence sold $91,370 more"

Emotional intelligence (EI)

(EI) is the ability to: -recognize one's own and other people's emotions -discriminate between different feelings and label them appropriately, and -use emotional information to guide thinking and behavior.

Civility

-"show of respect for dignity and importance of others" >Lack of civility = decrease in job satisfaction, performance, motivation >Harvard Business Review: "incivility damages customer relationships: people are less likely to buy from a company with an employee they perceive as rude, whether the rudeness is directed at them or other employees" (single interaction is negative negative perception of that company'

EI> Domain 4: Relationship management

-"the ability to use your awareness of emotions and those of others to manage interactions successfully." -Good way to measure how effective you are at relationship management? The SDI Triangle (part of 'relationship awareness theory' - Porter)

Mindmapping

-A mind map is a graphical way (a diagram) to represent ideas and concepts. -It is a visual thinking tool that helps structuring information, helping you to better analyze, comprehend, synthesize, recall and generate new ideas -It's a way of doing notetaking and making those notes come to life via a visual representation

ADVANTAGES OF MINDMAPPING

-All Mind Maps have some things in common >They have a natural organizational structure that radiates from the center and use lines, symbols, words, color and images according to simple, brain-friendly concepts. >Mind mapping converts a long list of monotonous information into a colorful, memorable and highly organized diagram >Mindmaps work in line with your brain's natural way of doing things. -The great thing about mind mapping is that you can put your ideas down in any order, as soon as they pop into your head. You are not constrained by thinking in order. Simply add in and/or throw out any and all ideas, then worry about reorganizing them later. -This applies to ANY type of writing or preparation you do for presentations: outlines, paragraphs, bulletpoints, overall organization

Types of incivility

-Bosses yelling at employees (publicly or privately) -Sending repeated emails during another person's presentation -Team leader taking credit for good news, but points a finger at team members when something goes wrong -Slamming doors, loud talking/yelling -Excluding individuals from meetings/conversations -Ignoring customers standing in front of you -Not returning phone calls/messages/emails in timely fashion

Meeting minutes

-Date/time of meeting -Who participated (names); include divisions/companies if relevant -End-time of meeting -Major points discussed and by whom -What was agreed to / deadlines

Subject lines for emails

-Don't leave subject line blank - likely to be overlooked -Subject headers should be 4 - 7 words MAXIMUM -For "standard" email that's sent on a regular basis - for a project update, for example - include the "time stamp" >Weekly Project Report: March 1, 2019 >Quarterly status update Q3 2018 -For action required e-mail, put action verb in header >URGENT; For your review; Needs Final Review; Please review by Friday, March 9th, 4:00 p.m. PT

Simple rules get your emails noticed and acted upon.

-Don't overcommunicate by email (respect for time) -Avoid repetitive and confusing email chains (2-turn rule) -Check your tone / be polite (manage emotion, maintain professionalism) - avoid cyber incivility -Also, respond back.

The mindless to mindful team/group continuum presents four categories of teams/groups:

-Group of Individuals -Group in Name Only -Collaborative Group -Team

effectiveness vs emergence

-Inborn traits (things we're born with - like IQ, or extraversion) are more strongly associated with leadership emergence, but not leadership effectiveness -People with higher IQ -> tend to influence people more, but not necessarily lead people more effectively. Weak link between the two. -Under stress, you can't predict a leader's performance by looking at their intelligence (under stress people behave in unpredictable ways) -Extraversion and leadership effectiveness: some studies have found a relationship, but it's really weak. -Applies to certain jobs: those with a competitive social environment, like sales -But it also can predict less desirable outcomes, like absenteeism -Strong relationship between leaders' PERCEIVED INTELLIGENCE (how smart people think you are), and how likely you will emerge as a leader (appearances matter!) -To sum up: people who are more intelligent and/or more extraverted are not necessarily effective leaders.

Disadvantages of emails

-It is rarely appropriate for sensitive or emotional communication tasks (detailed career discussions, hiring, termination, performance reviews) -It is also inefficient for facilitating discussions.

WHY SHOULD YOU CARE ABOUT CRITICAL THINKING?

-It's one of the top skills required in business (PayScale Survey) -Research shows if you're better at it, you earn more $$ -Helps you diagnose, assess and solve real-world issues -Leads to better business profitability

Rational/Emotional persuasion

Characterized by mass appeal to a large audience. - Uses Monroe's Motivated Sequence to persuade. -Presents listener with attention getter, need solution and call to action - Pathos _ Neutral

Meyers-Briggs

-Measures 16 different personality types -Based on Carl Jung's four psychological types -Tell us our preferences: how we prefer to behave/what tactics we use to get our energy, perceive the outside world, and make decisions -Four dimensions: Introvert/Extrovert, Sensing/Intuitive, ___?_____ and __?_______ -All of us use a combination of traits

Communication preferences based on motives

-People have a blend of three primary motives: nurturing (identified as blue in this model), directing (identified as red), and autonomizing (identified as green) -A person's motivational value system (MVS) is a blend of these primary motives and refers to the frequency with which these values guide their actions

Degrees of persuasion

-Persuasion involves any movement by a listener from left to right -Your goal as a speaker is to move them from the left to the right on the continuum by accounting for their needs and expectations

Why do we form teams

-Problem-solving -Decision-making -Implementation/execution of plans, programs, decisions

KREPNER-TREGOE (KT) DECISION ANALYSIS MODEL

-State the decision and develop objectives. Write a clear statement about the decision to be resolved, and state the specific results and benefits the decision is to achieve. -Classify objectives into musts and wants. The "must" objectives are essential to guarantee a successful decision; the "want" objectives provide a sense of how the alternatives generated perform relative to each other. -Weigh the wants objectives. Assign a rating of one to 10 based on their relative importance. -Generate a list of alternatives. Disregard alternatives that don't meet the musts. -Compare alternatives against the wants. Assign a relative score for each alternative based on how the alternative satisfies the want objectives. -Calculate the weighted score of each alternative. -Identify potential downsides for each alternative. -Make the best balanced choice. Having clearly identified the value and the risks each alternative poses, you're now better prepared to weigh the potential gains against the potential risks.

Brutal persuasion

Characterized by one sided persuasion - uses the hammer method of persuasion. Provides the listener with no choice - Strong pathos (strongly opposed)

How do you use EI?

-Understanding your emotions (self-awareness) -Managing emotions to serve goals (self-mgmt.) -Empathizing with others -Managing relationships with others

Email:Keep message clear and brief, with action line

-Use no more than 1 major topic per email -If you have more major topics, send separate emails with separate subject headers -More than 3 paragraphs? Send an attachment

What do agendas include?

-date -time -place of the meeting -speakers and their topics / expectations - what everyone is expected to bring, share, contribute, etc. -Attachments or other materials if needed

Asynchronous communication

-does not occur in real-time -Individuals involved in such communication can pay attention to and respond to communications at a time of their choosing.

Advantages of emails

-has few constraints (low cost, little coordination) -high control (the writer can think them out carefully, and they provide a permanent record)

EI> Domain 1: Self awareness

-involves accurately understanding your emotions as they occur and how they affect you -Barometer for your "internal states" -foundation for emotional intelligence

Things to make sure to do in a persuasive speech

-make tangible statements -use action-oriented and lively language -emphasize choice -avoid exaggeration and superlatives

Synchronous communication

-occurs in real-time -individuals involved give immediate responses to one another and engage in turn-taking.

EI> Domain 3: Empathy

-the ability to accurately pick up on emotions in other people and understand what is really going on with them -Empathy can ONLY arise with active listening (hearing what the other person is saying; putting yourself in their "shoes")

EI> Domain 2: Self management

-the ability to use awareness of your emotions to stay flexible and to direct your behavior positively -involves responding productively and creatively to feelings of self-doubt, worry, frustration, disappointment, and nervousness.

Steps in monroe sequence

1. Attention-getter: logos, pathos, ethos 2. Need: logos, ethos 3. Satisfaction: logos, ethos 4. Visualization: pathos 5. Call to action: logos, pathos

2 steps for networking

1. Have a strategy, specific goals 2. Do the face-to-face if possible

5 elements in your mind map

1. The main idea, subject or focus in the center 2. The main themes radiate from the central image as "branches" 3. The branches comprise a key image or key word drawn or printed on its associated line 4. Topics of lesser importance are represented as "twigs" of the relevant branch 5. The branches connect in nodes

Persuasion strategies

1.Brutal -- authority 2.Rational 3.Rational-Emotional 4.Mindful

leader

: a person who influences a group of people towards the achievement of a goal

Assessing if you should use email to communicate

>Assess your audience(s) -Who is the person with whom I am communicating? What is our professional relationship? (i.e. new customer/client? Project team? Recruiter?) May need to use email/face-to-face/phone multiple channels >Determine your channel -Is the information sensitive in nature? ("public domain") -Does message require immediate response (and is person you are asking questions from nearby?) -Does this require a long discussion? >>>If you can answer "yes" to any of these questions, face-to-face or phone call may be better option -Is a written record needed? >Do I have an attachment or other materials that need to be reviewed before a decision can be made, or input given (i.e. audience needs time)? >>>If you can answer "yes" to any of these questions, email may be better option

What skills do top leaders possess

>Communication: -Initiating discussions -Providing information -Seeking information -Reporting, Summarizing and Evaluating >Consensus-building/collaboration >Delegation / Time management >Strategic: Clarifying goals, workplans, subgoals, vision >Celebrating success >Global Leadership capabilities

What attributes are today's leaders expected to have?

>Strategic / Analytical thinking (logic) -"take the ball, run in the right direction, tell/help others to share in the effort" >360-degree thinking -understand their industry and trends driving future success >Ethical behavior/Honesty - not just intentions (VW, Wells Fargo) >"Leading beyond the ego" - High EI/EQ >Visionary outlook >Ability to motivate others -Identify company's purpose and guiding principles -Use them daily when communicating with people so they understood what is expected around 1) performance; 2) behavior -When everyone is aligned, they make the right decisions and succeed -Even during layoffs - be transparent as possible in explaining company's challenges and the opportunities >Consistency >Ability to bear criticism >Have your people's/organization's "back"

Mindful persuasion

Characterized by the connection between audience and speaker -uses understanding of a need and a personal commitment to satisfy the need as persuasion. -emphasizes personal choice in decision making -ethos -slightly in favor/moderatly in favor

Monroe's motivated sequence

A five-step sequence designed especially for organizing persuasive speeches that seek immediate action. Ideally, each step uses a combination of logos, pathos, and ethos.

Why mind map in business

A survey by mind mapping expert Chuck Frey, shows that business users of mind mapping believe their productivity has increased on average by 25%. Although approximately 50% of mind mapping enthusiasts use it for some degree of project management, mind mapping is also being used across organizations to: Increase productivity Enhance meetings Simplify request for proposals (RFP) Overview knowledge management Optimize project management Improve collaboration and communication

Rational persuasion

Characterized by two-sided exchanges. -uses the pro vs. con method of persuasion - allows listener to test alternatives before coming to a conclusion - Logos - moderately/slightly opposed

6 leadership types

Advocate Ambassador Creative Builder Experienced Guide People Mover Truth Seeker

Ethos

Character/credibility --Use of credibility of speaker -Communication: state credibility, expertise

What is critical thinking?

Critical thinking is just deliberately and systematically processing information so that you can make better decisions and generally understand things better PURPOSEFUL - it has intention. REASONED - it has factual and logical support. GOAL-DIRECTED - you do it, to resolve something (like a problem), or make a decision (after careful analysis and evaluation). In writing, you also do it to make sure you fully understand and grasp all aspects of a topic.

Experienced guide

Great ability to listen/empathize (domain 3 of EI); help guide people through thinking through problems; give good examples; usually mediate or negotiate conflict; great satisfaction in helping everyone see the "big picture"

What does EI correlate to?

Direct correlation between higher EI and lower stress "emotional intelligence is predictive of stress management Why: Contributes to your ability to communicate clearly and constructively, manage criticism/disappointment/failure, motivate others to move towards common goal (strategy), be perceived as caring AND competent (>credible)

Pathos

Emotion -Use of speaker's emotion to appeal to the emotions of the audience -Communication: Storytelling, personal narrative, passionate delivery to convey values, beliefs

Importance of ethos, pathos and logos in a speech

Ethos: The importance of credibility is heightened for persuasive messages If audience members question your credibility, they are unlikely to carefully consider your ideas, requests, or recommendations Pathos and Logos: Savvy business communicators understand the importance of injecting emotion into their persuasive messages Effective communicators find ways to appeal to the core emotional benefits of products, services, and ideas

Truth seeker

Fair, make good judgements, rational, level-headed, process-oriented; objectivity is the ultimate truth; high competence levels; like rules and policies; try to identify root causes

RAPPORT talk

Feminine speech - seeking connection, agreement, mutual understanding, empathy

Agenda

Functional document used to organize meetings and share information. Can be in email format.

Collaborative group

Group members disagree over conflicting goals for the group, cite differences in preferred methods or strategies for carrying out the group's work, but use collaboration and conflict to move the group forward

Ambassador

Handle things with grace; good conflict management; persuasive in gentle way; may not stand up for themselves

Awkward networking events (and what to say/do)

Have your business cards handy (in pocket, purse) Get a drink, get a badge (social norm, loosen you up) Do your research on the event - who are the "top names" in that association? Who are the typical attendees? Pick out your target - 5 new contacts by the end of the event Walk up, firm handshake, or join a conversation already taking place (listen politely) When there is a lull, extend your hand to the first person to your LEFT, shake their hand twice (two "pumps") while saying your name, your firm. They should say the same thing as part of standard "turn-taking" in a conversation. Move on to the next person/people in order, left to right (clockwise). You can also say, "And you are?" Have a question to ask the person about the event, the association, or their firm: "Is this your first time at this meeting?" or "I have a friend who works for xxx" (name of their firm), or, "I just joined this association; how long have you been a member?" or "I am majoring in xxx; I recently read xxx about your firm which I found interesting..." LISTEN ACTIVELY. Try to remember 1 key thing about each person. Close the deal: "What you mentioned about xx sounds really interesting. Could we exchange cards and talk some more?" Make notes - back of the business card in the restroom, or within 24 hours of the event. Upload contacts to your mobile. Follow up within the week via email (top of mind) Contact them in another 4-6 weeks to check in.

HUB MVS

Hubs are professionals who are guided almost equally by all three of these MVSs.

Logos

Logic -Use of facts and logic, based in research -Communication: Provide concrete, well-organized , rational arguments

Group in name only

Members are thrown together with little orientation or clear purpose. Main function of the group is meetings. After group work is done, members return to their individual jobs or departments

Team

Members share a unifying goal. The team succeeds through shared knowledge, diversity of experiences, and collaborative energy. Members realize their individual success depends on the synergy of the team

Networking

Networking is simply an information exchange between you and another person. It involves establishing relationships with people who can help you advance your career in many ways

leadership emergence

being tapped for a leadership role, i.e. "you are now a leader of this functional area"

Group of individuals

People who come together occasionally to pass information. Members have a laissez-faire attitude, individual orientation, lack of initiative, and no responsibility for group success

Blue MVS

Professionals with a blue MVS are most often guided by motives to protect others, help others grow, and act in the best interests of others.

Green MVS

Professionals with a green MVS are most often concerned about making sure business activities have been thought out carefully and that the right processes are put into place to accomplish things.

Red MVS

Professionals with a red MVS are most often guided by concerns about organizing people, time, money, and other resources to accomplish results

Why it is important to respond back to emails promptly

Responding in a timely manner shows that you are conscientious — organized, dependable and hardworking. In a comprehensive analysis of people in hundreds of occupations, conscientiousness was the single best personality predictor of job performance. (so, from an Emotional Intelligence standpoint, conscientiousness = EMPATHY taking others into consideration

How do we evaluate emails?

Richness

Richness

Richness involves two considerations: the level of immediacy and the number of cues available. -Immediacy relates to how quickly someone is able to respond and give feedback. -Cues include verbal cues (tone of voice); non-verbal cues (gestures); social cues (turn-taking/politeness)

Mission statement

Short, precise, understood by a 12-year old What, who, how "Our team does xx (what) for xx (who), by...(how)" "We excel in xx (what) by (how) in order to (do something for whom)

Why EI?

Single best predictor of workplace performance: -90% of high performers in the workplace are high in EQ -On average, low-EQ earners make $29K less annually -186 executives on EQ and compared their scores with their company's profitability; leaders who scored higher in key aspects of emotional intelligence (including empathy and accurate self-awareness) were more likely to be highly profitable."

Advocate

Spokesperson, articulate/good at communicating, relentless in championing a point, think in both linear/non-linear ways; but, may think in black/white only

People mover

Spot talent, motivate others, take the lead in building teams, mentors; like to "shape" people with new ideas to consider; have a big contact list/networking; look at the "potential" (but may ignore actual performance)

6 excuses to get back in touch

Stay in touch, see how they are doing. Whether you use the telephone, a personal note or a message on LinkedIn, you convey that you are interested in your contact and their needs when you check in periodically to see what's new and important in their lives. Notify them of events and invitations. As you hear of upcoming meetings, training sessions or recreational opportunities, ask yourself who might be interested. We are all flattered when someone was thoughtful enough to invite us or inform us. Keep them informed. Take note of news articles about your contact's industry or trends that might affect them and call attention to these issues and events. Share a recent report on their industry ("I saw this in the Financial Times (or trade publication) recently and you came to mind.") Let them know you remember them. It's likely you think of dozens of people every day when you hear a story or see a mutual friend. Pick up the phone or shoot off an email that says, "Something reminded me of you ..." and then ask what's new. Seek advice or help. Everyone likes to be needed and considered smart. What issue or challenge do you face that one of your contacts might be able to provide insight on? It can be as simple as "Which business credit card have you found to be the best" or as complicated as "How has your firm handled succession planning?" Reaching out and saying, "I need your advice/help ..." can deepen your relationships. Follow-up on past projects/events you have in common. Think through recent engagements or projects that involved others, or recall past conference or meeting participants. Follow up with these contacts and ask for an update on the project's results or how conference/meeting guidance was implemented.

Organize your email

Subject / Header line: 4-7 words Greeting Familiar colleague: Dear, Hello, Hi, [first name] New/Recent/Introducing: Dear, To Whom It May Concern (leave a space between greeting and first paragraph) Opening paragraph - main topic, action item Second paragraph - details 2-6 sentences Questions that need to be resolved Closing statement / Supportive statement I look forward to speaking with you next week. Thanks for your efforts on this. Once I receive the final version, I'll email it to the team. Great work! Signature line/Sign off: Best, Cordially, Sincerely, Thanks, Regards Your name Familiar colleague: your first name New/Recent/Professional: First name, middle initial, last name

How are team experiences organized?

Team experiences improve when the members choose productive strategies for organizing team activities (collaborative work) -Create collaboratively stated goals and objectives for group work - mission -Use effective communication tools - agendas, meeting minutes, emails -Outline /policies and strategies for team participation

What does interpersonal communication depend on?

The ability to manage effective interpersonal communication depends on emotional intelligence (or "EQ"= emotional quotient).

The average office worker receives how many emails a day

The average office worker receives around 80-100 emails each day (state of "collaborative overload")

Persuasion

The process of creating, reinforcing, or changing people's beliefs or actions. 1. Serving as an advocate 2. Trying to change or convince others to take some action (believe, vote, spend money, buy a product or service, run for office, donate to charity, etc.)

USC-CT model of critical thinking

U = Uncover the various potential problems, challenges & opportunities vis-à-vis organizational goals. S = Select the most critical problem(s), challenge(s) and/or opportunity(ies). Prioritize. C = Create a multitude of potential solutions. C = Choose the solution(s) that has the potential to be the most effective. T = Translate your solution(s) into an effective implementation plan.

When to use "i" voice

Use in all persuasive messages sparingly

When to use "you"' voice

Use in external persuasive messages to emphasize reader benefits

What do interpersonal skills include?

Verbal communication Non-verbal communication Listening skills Negotiation Problem-solving Decision-making Assertiveness

Creative builder

Visionaries, like the beginning of a process (not the follow-through); fascinated with implementation (like getting creative); challenged with tolerating the entire process

Interpersonal skills

are the tools people use to interact and communicate with individuals in an organizational environment.

primary form of written business communication.

email communication -Most analysts expect it to be the primary tool for at least the next five to ten years in most companies

What is included in satisfaction?

solution, rationale, appreciation, counterpoints

Labov

speech community = group of people who share communication norms

Extroverts

tend to get much of their stimulation and energy from external sources such as social interaction.

Introverts

tend to get much of their stimulation and energy from their own thoughts, feelings, and moods.