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Leadership Communication for
Authentic Colleague Engagement
__________________________
March 7, 2008
CCI/CCM Symposium on Colleague Engagement
Judi Glova
Adjunct Trainer for CCL
and
President
Copyright 2008
“You can’t fake authenticity!”
Changing Nature of Leadership
CCL Study
 2002
and 2006 data
 Executives to first level management
 US, Europe, Asia
 Employers with 100 to more than 10,000
employees
 Males: 60%, Females: 28% (some
unspecified)
Leadership Functions
 Set
Direction
 Create Alignment
 Gain Commitment
Adapted from CCL – Changing Nature of Leadership Study, 2006
The State of Organizational Leadership
The Outcomes of Leadership…….. % Agree
How well are organizations accomplishing the
outcomes of leadership at the present time?
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Leadership sets direction effectively……….50%
Leadership gains commitment effectively…46%
Leadership creates alignment effectively….40%
Adapted from CCL – Changing Nature of Leadership Study, 2006
“Derailers”
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Insensitive
Manipulative
Overly critical
Competitive with others
Overly demanding
Easily angered
Arrogant
Aloof
Adapted from Center for Creative Leadership
Emotional Intelligent behaviors account for
more than 50% of the success and
effectiveness of leaders in the workplace.
It’s not just what you do but how you do it
that really counts. (Palmer, 2004)
What is Emotional Intelligence?
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Interpersonal Behavior Skills
Appropriate and Effective
Relationships
Trust
Leadership
IT’S NOT…
 IQ
 Technical Skills or Experience
 Personality
 “Management”
Kotter Model
Concerns
Create Agenda
Management
Planning
& Budget
Leadership
Establish
Direction
Organizing
& Staffing
Align???
People
Execution
Controlling &
Problem Solving
Motivate & Inspire
Outcomes
Predictability,
Order, Results
Produce Change
Develop Network
to Work Agenda
The Business Case for E.I.
Research suggests that EI can be developed over time,
and this development leads to:
 Better leadership
 Better team work
 Greater organizational commitment
 Greater job satisfaction
 Overall effectiveness
How could improvements in these areas
positively impact your bottom line?
Utilizing E.I. to Maximize Leadership
SET DIRECTION
 Effective Communication
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Authentic
Empathetic
Transparency
•
Good and bad news
Effective Communication
Sender / Receiver and Barriers
Receives
Transmits
Barriers
Words
Non-Verbal Behavior
Voice Tone, Pacing, Volume
Preconceived Notions
Self-Concept
Emotions
Individual Differences
Transmits
Receives
Utilizing E.I. to Maximize Leadership
CREATE ALIGNMENT
 Understanding Others
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Ask them
Listen to understand your audience
Decision-making
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Focused on combination of bottom line and
people
Enhancing Decision-Making
Define the
Problem
Communicate
Decision
Stakeholders
Solution or
Decision
My Feelings
Their Feelings
Perceived &
Real
Utilizing E.I. to Maximize Leadership
GAIN COMMITMENT
 Congruence
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Motivation and Inspiration
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Consistently setting direction and creating
alignment
Act according… “Walking the talk!”
Mood management
Be the change you want to be
Trust
Business Case Study
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Department of 15 employees
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Development program
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Coaching and Training
Employee Satisfaction Survey
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Mid-size company (more than 2,000 employees)
Accountability and Cross-functionality
Communication
Integrity, Attitude and Motivation
Strategic Thinking
Retention
Alignment
Morale
Results
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Direction, Alignment, Commitment
Department vs. Company
Internal communications didn’t exist
New leadership
Why is E.I. important?
Research is clear…
 Teams act in the most emotionally intelligent
manner when there is mutual trust among
members, a sense of group identity, and a sense
of group efficacy.
(Druskat,V.U.,& Wolff, S.B. Building the Emotional Intelligence of Groups.
Harvard Business Review. Pp.81-90)
 Cohesion, identity, engagement
 Mutual Trust
 Effectiveness
 Confidence
Why is E.I. important?
Research is clear…

An Organizations’ collective level of
Emotional Intelligence determines the
degree to which its intellectual capital is
utilized, and therefore, it’s bottom-line
productivity. (Goleman, 1998)
 Productivity
 Creativity
Summary
 Communicators
are the coaches for the
leadership of a company
 Drive
the outcomes of reputation,
corporate culture and engagement
 Authenticity,
consistency and congruence
Summary
IF… Internal Communication is the TOOL
successful leaders utilize to:
Set Direction
Create Alignment
Gain Commitment
THEN…Incorporating Emotional Intelligence and
Internal Communications is the POWER TOOL
for employee engagement
Thank you!
Effective Dialogue
Sender / Receiver
Sender: Transmits
Receiver: Interprets
Active Listening
Willingness and ability to hear and
understand
EI development methodology is
about….
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Assisting people…
decide
evaluate practice
Workplace
Issue
Reasoning/
Decision-making
Feelings/
Emotional
Impact
Behavioral
Outcome
Why is E.I. important?
Research is clear…
 There is a high correlation between the
competencies of Emotional Intelligence and
team effectiveness [and engagement].
(Elfenbein,H.A, Polzer,J.T.,,&Ambady, N.(2004) Emotional Skills as
Team Competencies: the Case of Recognizing Others Emotions.)
 Self-awareness
 Empathy
 Confidence
 Productivity