Mention five questions you expect people to ask you at the workplace on a daily basis.
Leader 1
Does leadership communication really make any difference? If yes, how do we use it to make a difference? How do you encourage other leaders in the organization to communicate the core values? How do you encourage other leaders in the organization to communicate the core values? Are communication traits important or does one only need a good education to lead? What are some of these important communication traits?
Leader 2
Is leadership communication as important as it is perceived to be? What is the importance of effective communication in leadership? What does it mean to be a skilled leading communicator? What is the greatest communication challenge that effective leaders face? How should such an issue be overcome?
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Leader 3
Is it possible for employers to be able to communicate effectively with employees? What are some of the techniques that are involved in the process? How can employers reach a diverse audience when presenting? What is the best way to deliver news that is deemed to be sad/bad? What are the best communication media today?
What are your responses to the five questions in Question 1 above?
Leader 1
Although leadership communication is often perceived to be an add-on to the core business of the organization it is not. On the contrary, it is a tool that must be used if the business is to be successful. To make a difference, communication needs to be well designed such that the different stakeholders can only understand what needs to be done how. Leaders can be effective communicators through elaborating their core values and what they mean, live those values, reward them, hire people with such values and also review the employees to ensure they stick to the values. Employees on the other hand must be recruited on the basis, trained and then encouraged to live the life. Although Skills are essential, the traits are essential too. These include critical listening, asking questions where it is tough to understand amongst many more.
Leader 2
No, today leadership communication is underrated. With effective communication, it becomes possible for the organization to inspire employees to not only deliver on a daily basis as well as in the long run. Being a skilled and leading communicator means having the right qualities and characteristics that will get the employees to work and deliver. The greatest challenge that leaders have is the lack of comprehension that what they do is communication. The leaders should be increasingly more cautious of what he does and in try to live according to his values.
Leader 3
Indeed, it is very possible for employers to effectively communicate with their employees. For that to happen, the leader in question should ensure that he does not only talk to the employees about the organization’s values but also lives according to them, rewards those who live according to them and also to hire on the same basis. To reach a diverse audience, the organization has to create a common ground where the audience and their mindset can be understood by the stakeholders involved. The leader should deliver such news in an empathetic manner, frank and comprehensible manner for the individual. In the I.T. industry, and any other one really, there are many media to use including email and instant messaging.
How do you handle angry customers or angry subordinates?
Leader 1
When dealing with angry stakeholders in a business setting, one should be very careful of what he does. In light of such an event, the leader should try his best to remain calm despite how offensive the individual is. The individual should then listen critically and determine what the problem is and how it can be corrected. After that it would then be necessary to apologize gracefully and chose a solution.
Leader 2
It is very essential to not take it personally if the client appears to be angry as that would change a person’s approach and even sobriety. Ensure that you listen too because although some clients have legitimate claims, other do not. Next would be to reassure the client that the mistake was not intentional and that there is a solution to handle the issue. There should be real empathy which shows that you sympathize with the situation he is going through. Apply the solution.
Leader 3
First of all, one should let the individual vent because that will not only help him get rid of the anger in him but will also help the seller understand the issue and the client’s perspective too. One should be a good listener for that part. There should also be a solution to the problem which the client can be offered with. After that, there should be a genuine apology and a promise to ensure the issue does not appear at a later time.
What is your complaint-handling process, including reporting and following up?
Leader 1
For an organization to have customer loyalty, it has to ensure that it is able to handle complaints. The first step of that process should be to create the right culture for handling complaints in the employees. The system should also be easy to make a complaint and ensure it is legitimate. The complaint system should also allow for clear communication. If the temporary solution is not the right one, the management should invest in a longer term one. There should also be a report in the system that will help other developers avoid it. The following up should be there if the client asks for it. Happy clients will always be loyal clients.
Leader 2
The process should involve the provision of an avenue that makes it easy for the clients to complain on whatever it is they need to. The grievances of the clients will then be recorded and sent to the department that is capable of handling the issue. There should then be a variety of solutions offered and executed after the client’s choice. After the solution has been executed, it will then be recorded so that it can be used for future reference. After that, the organization should constantly follow up and adjusting their offerings to suit the mentioned needs.
Leader 3
One of the first steps in handling client complaints is to ensure that there are a lot of places that they can make contact from. This could be a complaints email or a special customer care desk delegated with the duties. The data should then be collected, validated and managed so it can reach the stakeholders that can offer a solution. The solution will then be implemented and recorded alongside the solution that worked in the situation. There could also be regular check-ups with the client to ensure that the offerings were as impactful as they had been initially.
As a leader, a customer calls about an error on her bill. Your entire department had gone to lunch together, so the customer has been kept on hold for 15 minutes. You know that the accounting department has the information needed to help the customer, but you sense that the customer will not allow you to put her on hold again. What do you do?
Leader 1
I would tell the client the facts of the situation as it is. He would first have to know that he called during lunch-time which is when employees are excused for a short time from the office. I would not connect him to the accounting department because it is not supposed to work that way. Breaking such a protocol will results to issues in accountability and transparency which might eventually impact customer service.
Leader 2
There is no reason that the organization should not work like it is supposed to. There is supposed to be a person noting the complaint and logging it onto the system before forwarding it to the departments that are supposed to offer a solution. It would only make sense to break this protocol if the workers were not on during working hours or if the client had called several times earlier to unsuccessful responses.
Leader 3
The situation is not too serious because evidently the client did not know what there is nobody there during lunch-time. Since it is another person who put the client on hold, the latter should be informed about the best times to call. As such, I would pick the call but tell him to call at a time when the entire department would be in. It is only that way that he could get effective help since everybody will be doing his job.
In your opinion what is the one thing organizations should do to ensure effective communication at the workplace?
Leader 1
Effective leadership in the organization requires consideration of the different needs and desires of the stakeholders. These are the clients, employees and suppliers of the organization amongst others. By prioritizing them and considering them in the organization, it will be possible for each one of them to get what they need and thus deliver on what they should.
Leader 2
Effective communication in leadership can be achieved once the leaders get to know their role in the process. As leaders, communication does not involve sending out memos and emails only. On the contrary, it is more than that. It involves having to live life with the same values and recruiting employees with the same. It is the entire embodiment of the leader that makes his message effective.
Leader 3
A proper leader should be very aware of everybody he is working with in the organization including himself. There should therefore be many systems through which it can be possible to get feedback and communication from the relevant stakeholders. By understanding what they need and what drives them, it then becomes possible to communicate and ensure that they get whatever they need to deliver what it is they deserve.
Summary
Communication leadership is an aspect of business that, despite being very neglected, is a very important tool. Through proper communication with the different people involved in the production process, it will become possible to motivate them into working for not only the short but also the long-terms. Although as a business leader one has to be knowledgeable enough to run the business, he also has to have important communication skills which include good listening abilities, patients and critical-analysis skills. Among the instances that require proper communication include grievances in the workplace.
Any sort of grievances in the organization could cost it large amounts of revenue which is not desirable. In order to reduce grievances in the workplace an effective system can be created. This system should enable the client to reach the seller. The seller then has to listen and take down the facts that are involved in the case for the sake of future reference. From there, a possible solution is designed and offered the clients. If the solutions to the clients involved were temporary, then the seller should go back to the drawing board and try to design a better solution. Either way, there should be a report that should address the problem and the solution that was offered. After that, the organization should be able to follow up constantly with the client and decide if the solution could be used in the long-run.
