Leading through
Communication and Conflict
Lorne 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 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?
Listening and Sharing
Strategies to Transformational Leadership
Listening
Sharing
 Active Listening
 Frequent & candid information
 Understand their true feelings
 Telling Tales
 Receptive to bad news
Listening and Sharing
Telling Tales
Different stories to tell depending on your objective:
 Sparking Action
 Fostering Collaboration
 Communicating who you are
 Leading people into the Future
Listening and Sharing
Result 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
Decisive communication
Leader
Group
Resolves
tension
Emotional
commitment
to outcome
Coherence
of ideas
Creativity/
Insightfulness
1.
2.
3.
4.
Openness
Candor
Informality
Closure
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
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!
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 reactions
 Striking back
 Giving in
 Breaking 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:
Reframe
 Why?
 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?