Learn how to be a good communicator through theory and various business case. This presentation we are very proud which gain a lot of good feedback >< Thank to our great team (Donut Palmy and Boom)

1. Leadership Communication

3. “มันถึงเวลาสหาย แล้วเมื่อผู้คนเหนื่อยหน่ายกับการถูกเหยียบ
ย่่าจากบาทาเหล็กแห่งการกดขี่
มันถึงเวลาแล้วสหาย เมื่อผู้คนเหนื่อยหน่ายกับการถูกถ่วงจม
ลงในหุบเหวแห่งความอัปยศอดสู ในที่ที่พวกเขาได้มีประสบกับความ
อ้างว้างของสิ้นหวังอันยาวนาน
มันถึงเวลาแล้ว เมื่อที่ผู้คนเหนื่อยหน่ายกับการถูกผลักออกไป
เผชิญกับแสงแดดระยับในเดือนกรกฎาคม และถูกทิ้งให้ยืนเหน็บหนาว
กับอากาศหนาวเสียดแทงกระดูกด่าในหุบเขาของเดือนพฤศจิกายน
เวลานั้นมาถึงแล้ว”

4. Today AGENDA
• How Leader Communicate
• Creating an Open Communication Climate
• Listening and Discernment
• Rich Communication Channels

5. How Leader Communicate

6. Potential noise and distortion
Channel
A Basic Model of Communication Process
Sender Receiver
Encodes
message
Decodes
message
Feedback Loop
Return message encoded and sent
“Leadership is to capacity to translate vision into reality.” Warren Bennis

7. Management VS Leadership Communication
Manager Leader
• Information Processor
• 80% of work is communication
(approx. 48 min/hour)
• Scan environment for…
Important written, Personal information,
Fact, Data and Idea
Goal : Directing and Controlling
• Communicate Big picture “Vision”
• Be a Communication Champion for
- Building Trust
- Gain commitment to Org vision
Vision
Learning Problem solving
Strategizing Decision making

8. Listening their need with all earsThoughtful AnsweringEmpathize Asking
Subordinate’s Problem 401
Problem
Need Want
Fear
That’s
alright.
I’ll fix it
Communication Champion
How are you,
Steve?
%$#@

9. The Leader as Communication Champion
Internal
Source
External
Source
Listening
Discernment
Interpretation
Leader
As
Communication
Champion
Action
Method
Direct attention to
vision/value,
create open climate
Use rich channels,
stories, metaphors,
openness, dialogue

10. Every actions of Leader can be implied to the
symbolic movement...
Symbol and Informal Communication
… but non-verbal is more POWERFUL.

11. Informal information is built into
open communication climate.
Symbol and Informal Communication

13. Informal Communication
Ex. Rap Song report / M-B-W-A
Symbolic Communication
Ex. Pitching Case

14. Management By Walking Around
1. Make MBWA part of
your routine
2. Don’t bring an entourage
3. Visit everybody
4. Ask for suggestions,
and recognize good ideas
5. Follow up with answers
6. Don’t criticize

15. Informal
information is
built into
open
communication
climate.

16. Creating an Open Communication Climate

17. Open communication
occurs when all parties
are able to express ideas
to one another, such as in
a conversation or debate.

18. Open communication
climates encourage
employees through
supporting them, through
allowing them to
participate in decision
making.

19. • Supportive
Environment
• Participative
Environment
• Trusting
Communication
Creating an Effective Communication Climate

20. A. Supportive Environment
•Talk to supervisor
without hesitation
•Confident that
superiors will readily
accept it, whether
good or bad,
favorable

21. B. Participant Environment
• Employees have to feel that
what they say counts for
something.
• The best suggestions for
improving production
processes.
• Employees know they are
valued participants when
their suggestions are
implemented.

22. C. Trusting Communication
•All parties in information
exchange must tell the truth as
they perceive it.
•Credibility is any employee's
greatest asset.
• Employees have to believe
their information sources.

23. Listening and Discernment

24. 10 keys to Effective Listening (1)
1. Listen actively
Ask question, Paraphrase
2. Find areas of interest
Look for opportunities, New learning
3. Resist distractions
Know how to concentrate
4. Capitalize on the fact that though is
faster than speech
Anticipates, Summarizes
5. Be responsive
Nods, Show interest, Positive feedback

25. 6. Judge content, not delivery
skips over delivery errors.
7. Hold one’s fire
Judge when comprehension is complete.
8. Listen for ideas
Listen to central themes.
9. Work at listening
Exhibits active body state, Eyes contact
10. Exercise one mind
Use heavier material as exercise for the mind.
10 keys to Effective Listening (2)

26. Interesting Case
Home Depot
Listening to customer‘s
fears and helping them
overcome their biggest
do-it-yourself worries
instead of just making a
sale.

27. Dialogue
เปิดใจ สำรวจควำมเป็นไปได้ด้วยกัน สร้ำงจุดร่วม
สร้ำงควำมเป็นกลุ่มก้อน มุ่งหำหนทำงร่วมกันในระยะยำว
Dialogue VS Discussion
Discussion
ประกำศจุดยืนของตน พยำยำมโน้มน้ำวอีกฝ่ำย
ชนะกันด้วยเห็นผล มุ่งหำทำงออกระยะสั้น

28. Dialogue
• Reveal feelings
• Explore assumptions
• Suspend convictions
• Build common ground
• Long-term, Innovative solutions
• Unified group
• Shared meaning
• Transformed mind-sets

29. Discernment
Discernment = Ability to judge well.
What’s essential
is invisible to the eyes.

30. “There is essentially nothing to leadership but to carefully
observe people’s conditions and know them,
Discernment
Caotang – Zen teacher
All in both upper and lower echelons.”

31. Richard Teerlink,
use discernment to turn around the company by
listening and take note of idea thy toss his way.
He discern that people really seek relief from
stress of daily life when they buy a Harley.
The company is selling a sense of freedom
and independent more than motorcycles.
Former CEO of Harley-Davidson

33. Rich Communication Channels

34. Channel Richness
Definition
Rich Communication Channels

35. The richness of an information channel is influence by 3 characteristics
General / FocusSingle cue / Multiple cues 1 way / 2 ways
Useful Staff
InformationNoise
Rich Communication Channels

36. Rich Communication Channels
High channel
richness
Low channel
richness
Face-to-Face
Verbal
Video
Conference
Telephone
2-Way Radio
Written,
Addressed Document
Unaddressed
Document
Personal
Two-way
Fast feedback
No record
Spontaneous
Dissemination hard
Impersonal
One-way
Slow feedback
Provide record
Premediated
Easy disseminated
Advantages
Disadvantages
Advantages
Disadvantages

37. Routine / Non-Routine Common / Sensitive General / Time Pressure,
Surprise
Guide for Communication Richness Selection

38. Stories and Metaphor
The best story teller
often promoted to be
tribal leader
• Terminology
• Definition
• Context

39. Experience to Narrative
People to Hero
New Idea to Enduring Tradition
3 Benefit of Story Telling

40. Leonard Riggio
Former CEO
Jack Welch
BARNES & NOBLE
‘The Italian Slum boy’ ‘The Grocery store’

41. Feedback process
Feedback and Learning
Observation Assessment
ConsequenceDevelopment
NO

42. 1. Using a previously
accepted goal
2. Using element of story telling
in these situation
3. Clarify the purpose – to shared vision and
improve the effort and outcomes that do not clear
3 Tips for Effective Communication to Develop Followers

43. Example
Organization Learning

44. “Leaders are teachers. Teacher are learners”
Summary and Interpretation

45. THANK YOU

46. มีอะไร??

47. Q&A
ก็ถำมมำสิ ปัดโธ่!!!

48. Reference
• The Leadership Experience, Richard L. Daft
• Symbolic Communications https://www.pdx.edu/sites/www.pdx.edu.cae/files/Workplace.pdf
MEMBER
Benja Supahathaiwan 5950009
Shyanin Nakeesathit 5950087
Chaovalit Mepien 5950088
MAJ Pisut Samutsakorn 5950092