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42Ifyoucan'tsaywhatyou'vecometosayatthemeeting,what'sthepoint?IcanseethatWillyougoonapicnicwithustomorrow?I'mafraidIhavenoidea____________________identifytheproblemsthathavebeenoccurring?AreyouabletoHowcanyouexplainthelatestsituation?____________________,Iknowitisallmyfault.SorryHowdidyourmeetinggoyesterday?__actually,itwasreallyfrustrating.NotsogoodCreativity,especially__________whichtakesplaceacrossdepartmentalboundaries,islikelytosufferhugelyasteamsynergyslips.thatEffectiveleadersdistillcomplexthoughtsandstrategiesintosimple,memorabletermsthatEverytimeItriedtosaysomething,hewould______tosomethingelse.moveonHe'sleftnow,butproductivityhasn't______thatmuch.pickedupIthinktheprimary______factoristhere'sbeensomuchabsencelately.contributingIfdemandisrisingbutthefirm__________fromcommunicationfailure,thenstockswillissufferingIntoday'senvironment,__________peopleareoftenburnedout,it'simportantforwhereWhatyouneedtodoistokeepthingsshortandsweet,justthe______.highlightsWhenthemessagefinallyreachedtheCommandCenter,it__________mutatedtohadWhowas______themeetingchairing50WHATWEHAVEHERE:AFAILURETOCOMMUNICATEItisthe{weirder;weirdest;weird}thing.Therearemorewaysthanevertocommunicatewithpeople,yetitsometimesseemslikeitismoredifficulttoconnectandstay{connecting;connected;toconnect}withanyone.Shouldyou{shoot;mail;give}offanemail?Tapoutatext?PostaprivatemessageonFacebook?WriteontheirFacebookwall?Skype,poke,pingorconjurethemuponadigitaltincanphone?Andonceyoureachsomeone,youwonder:Ishepayingattention?Howdoyouknow?Evenwiththetechno-easeof{uncountable;countable;countless}communicationdevices,conversationscanstillbetroublesome.Questionsareaskedandanswered{out;away;within}oforder.Instructionsanddirectionsgohalf-read.Meetingsarebotched.Feelingsarehurt.1weirdest;2connected;3shoot;4countless;5out50HABITSOFHIGHLYEFFECTIVECOMMUNICATORSIt'snosecretthatgoodleadersarealsogoodcommunicators.Indeed,communicationandleadershipareinextricablytied.Howcanyougalvanize,inspireorguideothersifyoudon'tcommunicateinaclear,credibleandauthenticway?Hereare5essentialcommunicationpracticesofeffectiveleaders:1.Mindthesay-dogap.Trustisthebedrockofeffectiveleadershipyourbehaviorisyoursinglegreatestmodeofcommunication,anditmustbecongruentwithwhatyousay.Ifyouractionsdon'talignwithyourwords,youarestoringuptroubleforthefuture.2.Makethecomplexsimple.Effectiveleadersdistillcomplexthoughtsandstrategiesintosimple,memorabletermsthatcolleaguesandcustomerscangraspandactupon.Themostimportantthingistoclarifywhatyouwanttosay,lookoutfortechnicaljargonandavoidbusinessspeak,whichaddcomplexity.Saywhatyoumeaninasfewwordsaspossible.3.Findyourownvoice.Uselanguagethat'sdistinctlyyourown;letyourvaluescomethroughinyourcommunication.Correctuseoflanguageandgrammarareimportant,ofcourse,butdon'tbecomeoverlyfixatedoneloquenceforeloquence'ssake;concentrateonbeingdistinctandreal.Peoplewantreal,peoplerespectreal,peoplefollowreal.4.BevisibleVisibilityisaboutlettingyourkeystakeholdersgetafeelforwhoyouareandwhatyoucareabout.Don'thidebehindacomputerandonlyinteractwithpeopleelectronicallyseethemfacetofaceandvoicetovoice,andinteractwiththeminareal,substantialway.Intoday'senvironment,wherepeopleareoftenburnedout,it'simportantforemployeestohaveapersonalconnectionwithyouandtheworkyoubelievein.Showthepeoplethatworkforyouthatyou'reengagedandthatyoucareaboutthemandtheirwork.5.Listenwithyoureyesaswellasyourears.Effectivecommunicationisatwo-wayprocess,andgoodleadersknowhowtoaskgoodquestions,andthenlistenwithboththeireyesandtheirears.Becauseyouareinapositionofauthority,othersmaybereluctanttoexpresstheirrealopinionstoyoudirectly.Youwon'talwaysgetdirectfeedback,soyouneedtoalsobeabletoreadbetweenthelinesandlookforthenon-verbalcues.TF1.Communicationandleadershipdon'talwaysgohandinhand.{T;F}2.Thesay-dogaphappenswhenpeoplemisunderstandtheirleader'sintention.{T;F}3.Usingtechnicaljargonmakesaleaderconvincing.{T;F}4.Communicatingsincerelyisalwaysthebest.{T;F}5.Observationisasimportantascommunicationwhenyouwanttoknowwhatpeoplereallythink.{T;F}1F;2F;3F;4T;5T50COMMUNICATIONFAILUREThemeaningofcommunicationgoesalotdeeperthanpeopleoftenthink.Communicationisaboutconceiving,sending,receiving,andinterpretingmessagesaswellasconfirmingreceptionofthesemessages.Afailureatanypointinthischaincanresultinineffectivecommunication.Ineffectivecommunicationcanbedisastrous.ThereisafamousstoryofaBritishArmyCommanderwhosentthemessageSendreinforcements,we'regoingtoadvance.backtohisCommandCenter,throughalongchainofsubordinates.WhenthemessagefinallyreachedtheCommandCenter,ithadmutatedtobecome--Sendthreeandfour-pence,we'regoingtoadance.Thereinforcementsneverarrived.Youcandemonstratethissameprinciple,albeitonalessdramaticscale,bytryingtoplayChineseWhisperswithmorethan20people.Itishighlyunlikelythesamemessageyoustartedwithwillbetheoneyouendwith.Inabusiness,therearethreemaintypesofcommunicationfailure.Eachhasitsownindicativesigns.?Thefirsttypeisknownasallocativefailure.Thisoccurswhenafirmisnotgatheringenoughintelligenceaboutitsmarketor(mostoften)