MODULE -IV

COMMUNICATION & LEADERSHIP SKILLS

A person that leads; a guiding or directing head. A person who rules, guides, or inspires
others. One whom others follow.
Or
Leadership is the ability of an individual or a group of individuals to influence and guide
followers or other members of an organization.

Leadership has a direct cause and effect relationship upon organizations and their success.
Leaders determine values, culture, change tolerance and employee motivation. They shape
institutional strategies including their execution and effectiveness. They influence those around
them in order to reap maximum benefit from the organization’s resources, including its most
vital and expensive: its people. It is useful to consider the different types/style of leaders and
their potential impact on organizations.

Types or Styles of Leaders:

Autocratic
Autocratic leaders are classic “do as I say” types. Typically, these leaders are inexperienced with
leadership thrust upon them in the form of a new position or assignment that involves people
management. Autocratic leaders can damage an organization irreparably as they force their
‘followers’ to execute strategies and services in a very narrow way based upon a subjective idea
of what success looks like.

Bureaucratic
Bureaucratic leaders create, and rely on, policy to meet organizational goals. Policies drive
execution, strategy, objectives and outcomes. Bureaucratic leaders are most comfortable relying
on a stated policy in order to convince followers to get on board. In doing so they send a very
direct message that policy dictates direction. Bureaucratic leaders are usually strongly committed
to procedures and processes instead of people, and as a result they may appear aloof and highly
change adverse.

Democratic
It sounds easy enough. Instead of one defined leader, the group leads itself. Egalitarian to the
core, democratic leaders are frustrated by the enormous effort required to build consensus for
even the most mundane decisions as well as the glacial pace required to lead a group by fiat.

Charismatic
By far the most successful trait-driven leadership style is charismatic. Charismatic leaders have a
vision, as well as a personality that motivates followers to execute that vision. As a result, this
leadership type has traditionally been one of the most valued. Charismatic leadership provides
fertile ground for creativity and innovation, and is often highly motivational. With charismatic
leaders at the helm, the organization’s members simply want to follow. It sounds like a best case
scenario.
Transformational
Transformational leaders seek to change those they lead. In doing so, they can represent
sustainable, self-replicating leadership. Not content to simply use force of personality
(charismatic) or bargaining (transactional) to persuade followers, transformational leaders use
knowledge, expertise and vision to change those around them in a way that makes them
followers with deeply embedded buy-in that remains even when the leader that created it is no
longer on the scene.

Situational
Situational leadership theory suggests that the best leaders constantly adapt by adopting different
styles for different situations or outcomes. This theory reflects a relatively sophisticated view of
leadership in practice and can be a valuable frame of reference for experienced, seasoned leaders
who are keenly aware of organizational need and individual motivation.

Leadership Qualities:

Collaborative

Leadership is a collective process that requires leaders and their team members to work together
to achieve success. An effective leader focuses on aligning their goals to that of their team
members. It keeps the employees and leaders on the same page about business goals and
objectives.

Accountable

An effective leader does not hold his team accountable for the failure of a project. Instead, they
find out the root cause of the failure and discreetly work on solving the issue. This very quality
of a good leader sets them apart from managers, who generally hold their subordinates
responsible for every discrepancy.

Courageous

An effective leader is courageous and can face difficult situations alone. They dare to do what
they deem is right, a decision that leads them closer to their goal. Undeterred and unaffected, a
good leader takes many decisions that seem unpopular at first but turn out to be successful.

Good listener

A good listener understands processes information communicated and acts upon it or provides
feedback. An effective leader should be a good listener who works upon the information shared.
Strong leaders also provide feedback and ask the right question at the right time.
Effective communicator

This is one of the top leadership qualities that every leader should possess. An effective leader’s
words can light a fire in people that push them to achieve the unthinkable. A good leader should
be articulate and put across their point succinctly. Effective communication ensures that business
goals are met smoothly in the stipulated time.

Flexibility

The adversities of the current business environment do not bother a good leader because they
have a flexible personality trait that makes them accommodate change. This very quality of a
good leader also helps them embrace different perspectives and empower team members by
providing them with a place for growth. A leader works with a team of distinctive individuals
from different walks of life. So, welcome new ideas with open arms.

Empathetic

Leaders foster emotional intelligence, which helps them empathize with people around them. In
addition, being an active listener helps them understand the thought process of their team and
become a good leader.

Focused

Being focused is one of the many distinctive qualities of a good leader. They are focused on
achieving long term benefits for the business and their team. Good leaders push their team
members towards achieving the best of their capabilities.

Leadership Communication: The process of transmitting information, ideas, and attitudes from a
leader to their team with the aim of influencing and inspiring action towards the achievement of
common goals.
Leadership communication is a type of communication most commonly used by leaders to relay
information about the company’s culture, core values, mission, and crucial messages to build trust
and encourage employees.
It encapsulates art of inspiring and persuading others to take action, fostering understanding in team
and building lasting relationships.
Successful leaders extend beyond appearance; they hinge on effective communication.
Being eloquent is an invaluable trait for leaders because leadership communication influences others
to take action.
Effective communication allows leaders to clearly articulate ideas and foster enduring relationships.

Ability to convey thoughts both inside and outside an organization is vital in the workplace.

Strategies for effective leadership communication:

1. Connect with Your Team:
Leadership communication goes beyond imparting information; it also involves making your team
comprehend your intentions.
Personal connections matter so it is necessary to engage in one-on-one conversations and not rely
only on emails or video calls.
To appear approachable you should schedule informal meetings and create opportunities for team
members to share work-related concerns with you.
2. Pay Attention to Your Listeners:
Ensure your listeners are attentive while you speak.
Be responsive and adjust your communication if you sense distraction.
Observe non-verbal cues like body language and facial expressions to tailor your approach with your
team.
3. Follow up to Ensure Clarity of Message:
Leadership communication involves more than just delivering ideas and moving on.
Seek feedback and follow up after meetings to ensure that everyone has understood your message.
Appoint a junior to gather relevant information and eliminate any confusion through questioning.
Effective leadership communication leads by example and should make the team members feel
valued by encouraging their improved performance.
Importance of Leadership Communication:
Leadership communication should be able to unite teams and empower leaders to effectively
persuade others.
Improving communication skills helps to achieve organizational goals and boosts personal ambitions.
Alignment: Ensures everyone is on the same page regarding organizational goals and objectives.
Motivation: Inspires and motivates team members, fostering a positive and productive work
environment.
Decision-Making: Facilitates effective decision-making by providing clear and concise information
to reach organizational goals.
Conflict Resolution: Helps in resolving conflicts by promoting open and transparent
communication.

Unite teams: Leadership communication unite teams and empowers leaders to effectively persuade
others

Key Elements of Leadership Communication

A. Clarity
Clear Vision: Leaders must articulate a clear vision for the organization.
Clear Instructions: Provide explicit and unambiguous instructions to avoid misunderstandings.
B. Openness
Transparency: Share information openly to build trust among team members.
Approachability: Encourage open communication by being approachable and receptive to feedback.
C. Empathy
Understanding: Leaders should understand and acknowledge the emotions and concerns of their
team members.
Active Listening: Cultivate the skill of active listening to demonstrate empathy.
D. Consistency
Consistent Messaging: Ensure consistency in communication to avoid confusion.

Consistent Behavior: Align verbal communication with non-verbal cues for credibility

Challenges in Leadership Communication

A. Miscommunication
1. Ambiguity: Lack of clarity can lead to misunderstandings.
2. Assumptions: Leaders should avoid making assumptions about what team members know.
B. Resistance
1. Change Resistance: Communicate the benefits of change to address resistance.

2. Lack of Trust: Build trust through consistent and transparent communication.

Social competence consists of social, emotional, cognitive, and behavioral skills needed for
successful social adaptation. Social competence also reflects having the ability to take
another's perspective concerning a situation, learn from past experiences, and apply that learning
to the changes in social interactions.

Social competence is the foundation upon which expectations for future interaction with others
are built and perceptions of an individual's own behavior are developed. Social competence
frequently encompasses social skills, social communication, and interpersonal
communication. Competence is directly connected to social behavior, such as social motives,
abilities, skills, habits, and knowledge. All of these social factors contribute to the development
of a person's behavior.

Introduction:
Communication and social competence are interconnected skills vital for effective interaction
and relationship-building. Communication involves the exchange of information, ideas, and
emotions, while social competence encompasses emotional management, interpreting social
cues, and responding appropriately.
Components of Social Competence:
Active Listening:
Essential for understanding others and fostering empathy
Key to effective communication and building positive connections
Emotional Intelligence:
Involves managing one's emotions and empathizing with others
Critical for meaningful connections, conflict resolution, and creating a positive social
environment
Empathy:
Understanding and sharing the feelings of others
Enhances the ability to respond appropriately in various social situations

Professional Significance:
These skills are not limited to personal relationships; they play a pivotal role in professional
success
Vital for teamwork, conflict resolution, and adapting to diverse social contexts in the workplace
Effective leadership communication relies on clear verbal and non-verbal communication,
showcasing social skills applicable across life's facets.
Career Progression:
Effective communication is paramount for career progression
Emphasis on evolving into an impactful speaker, adept at delivering presentations, engaging with
colleagues, and building enduring professional relationships.

Context in Communication:
Understanding the context, including setting, relationships, cultural factors, and purpose, is
crucial for successful interpersonal interactions.
Context awareness is a fundamental aspect of adapting communication styles and strategies to
different situations.
Role of Feelings:
Feelings play a significant role in communication and social competence.
Emotional intelligence aids in recognizing, expressing, and understanding emotions, fostering
meaningful connections and a positive social environment.
Understanding Intentions:
Intentions refer to the goals or purposes behind communication.
Clear intentions are essential for minimizing miscommunication and building trust in social
interactions.
Social competence involves aligning intentions with actions, promoting transparency and
sincerity in relationships.
Regulating Behavior:
Behavior encompasses actions and responses in social interactions.
Social competence involves understanding and regulating behavior for positive and constructive
interactions.
Key behaviors include active listening, empathy, respect, and assertiveness.

Providing Feedback:
Be Specific: When providing feedback, it's essential to be specific about the behavior or performance
that you are addressing. Vague feedback is not actionable and leads to misunderstandings.
Use the "I" Statement: Frame your feedback using "I" statements to express your feelings and
perceptions. For example, you should say, "I felt confused during your presentation" instead of
making accusatory statements

Focus on Behavior, Not Personality: Avoid making judgments about a person's character.
Concentrate on the specific actions or behaviors that need improvement.
Balance Positive and Negative Feedback: Offer a balanced view of what went well and what needs
improvement. This helps individuals to see their strengths and the areas of growth.
Timeliness: Provide feedback as close to the observed behaviors possible. This makes it more
relevant and easier to remember.
Offer Constructive Criticism: Provide actionable suggestions for improvement enhance their
performance. Encourage the individual to take specific steps
Receiving Feedback:
Stay Open-Minded: Approach feedback with an open mind and a willingness to learn, improve, and
adapt. Avoid becoming defensive or dismissive.
Listen Actively: Pay close attention to the person giving the feedback and if needed ask clarifying
questions. This demonstrates your commitment to understanding and auctioning the feedback
Don't Take It Personally: Understand that feedback is about your actions or performance and not
your worth as a person. It is crucial to separate your identity from the feedback
Ask for Examples: Request for specific examples to gain a better understanding of the feedback and
to identify areas for improvement.
Reflect and Plan: After receiving the feedback, take time to reflect on it. Consider how you can
apply the feedback to your work or behaviour and make plans for improvement.
Follow Up: After making efforts to address the feedback. Follow-up with the individual who
provided it
This shows that you have taken the feedback seriously and are committed towards growth.
Effective feedback is a valuable tool for personal and professional development since it fosters self-
awareness, and promotes growth. Whether you are providing or receiving feedback, it is essential to
approach it with a constructive mind-set and an open mind.

Conclusion:
Communication and social competence are foundational for successful interpersonal dynamics.
Developing these skills requires continuous practice, self-awareness, and a commitment to
understanding and connecting with others.
Proficiency in these skills leads to more effective communication, enriched social interactions,
and success in both personal and professional realms.

Thinking Skills are cognitive processes that we use to solve problems, make different
decisions, asking questions, making plans, organizing and creating information.

There are four types of “thinking skills”: convergent or analytical thinking, divergent
thinking, critical thinking and creative thinking. We use these skills to help us understand
the world around us, think critically, solve problems, make logical choices and develop our
own values and beliefs.

1. Convergent Analytical Thinking

Convergent thinking is the process of coming up with the best answer to question using our
memory, resources around us, or logic.
This thinking skill does not require significant creativity or lateral thinking strategies. It is
not the best for solving problems that are complex or require thinking out of the box.
Instead, it uses very straightforward thought processes. A convergent thinker simply needs
to apply already established procedures and memory recall to reach the ‘correct’ answer.
Convergent thinking is very commonly used for standardized and multiple choice tests.

These sorts of tests simply assess our knowledge and ability to apply knowledge to simple
and logical situations.

The key elements required to be a skilled convergent thinker are: speed, accuracy and
logic.
2. Divergent Thinking

Divergent thinking is the exact opposite of convergent thinking. It involves coming up to

solutions, paths forward or new ideas when there is no single correct answer.
Questions like “should I study to become a doctor or a lawyer?” may not have a simple
answer. You might be good at both, and both options might bring you happiness and a
good life. So, which option should you choose?

To come up with solutions to questions without clear answers, you need to break down the
possibilities and analyze each part. You might create a pros and cons list, a Venn diagram
or a table to lay out your options and consider each one in turn.

We often encourage divergent thinking from a very young age. For example, we encourage
children to play or simply ‘be playful’ in order to solve problems and discover how their
world is complex and full of possibility.

3. Critical Thinking Skills

Critical thinking skills involve analyzing something in order to form a judgment about it.

A critical thinker does not take the assumptions of a topic for granted. Instead, the critical
thinking involves ‘critiquing’ what your are viewing using your available intellectual
knowledge.

People who think critically can use three processes to develop critical insights on a topic:
deduction, induction and abduction.

Deduction includes the critical thinking skills that involve drawing conclusions based on
the facts at hand. You have all the facts available to you to come to a clear and
unambiguous conclusion about a topic. For example, a doctor does blood tests to determine
if someone has a virus. The blood tests come back positive, so we can deduce that you
definitely have that virus. Deduction is a great skill to use if you want to solve problems.

Induction includes the critical thinking skills that involve drawing conclusions based on a
generalization. You don’t have all the exact information at hand. However, you think
critically and realize are aware of patterns, clues and a methodology that can help you
induce the answer. For example, you come to the doctor exhibiting a fever, sneezing and
coughing. The doctor doesn’t do tests, but they induce that you probably have influenza
because your symptoms are characteristic of someone with the flu.
Abduction includes the critical thinking skills that involve coming to a conclusion that is
the most likely or logical based on the small amount of knowledge that you have. You can’t
be sure of the answer, but you can think critically and make an educated guess. For
example, you may see that a cat is on the roof. The most logical answer is that the cat got
up there by climbing a nearby tree and jumping from it to the roof, but you can’t be sure.

4. Creative Thinking

Creative thinking involves thinking about a topic in unusual, unconventional and

alternative ways to generate new ideas about an established topic. A creative thinker will
try to address an issue from a perspective that hasn’t been used before.

While creative thinking may appear illogical, it is in fact a great driver of human
development. Creative thinkers identify gaps in marketplaces or new, easier, faster and
better ways of doing things. When a creative thinker comes up with a great new way of
approaching an issue, their new method can become the new orthodoxy.

DIFFERENCE BETWEEN TACT AND INTELLIGENCE

Definitions: The ability to assert your ideas or opinions, knowing what to say and how to say it
without damaging the relationship by causing offence.
Tact is the art of making a point without making an enemy. -Isaac Newton
Diplomacy is the art of letting somebody else have your way.-David Frost

Tact is the ability to deliver a difficult message in a way that considers other people's
feelings and preserves relationships. It encompasses many things, such as emotional
intelligence, discretion, compassion, honesty, and courtesy.

Intelligence can be defined as the ability to solve complex problems or make decisions with
outcomes benefiting the actor, and has evolved in life forms to adapt to diverse
environments for their survival and reproduction.

Both valuable attributes tact and intelligence are distinct in their nature and applications Tact pertains
to an individual's ability to handle social situations with sensitivity and diplomacy, while
intelligence, as conceptualized by Howard Gardner's theory of multiple intelligences, refers to a
broader spectrum of cognitive abilities.
Here is a breakdown of the differences between tact and intelligence:
1. Nature:
Tact: Tact is primarily a social skill that involves diplomacy, sensitivity, and the ability Ta navigate
interpersonal situations with grace. It focuses on how one interacts with others and it is closely linked
to emotional intelligences
Intelligence: As defined by Gardner's theory, intelligence encompasses various cognitive abilities
such as logical-mathematical intelligence, linguistic intelligence, and interpersonal intelligence. This
pertains to one's problem-solving capabilities, their creativity, and a cognitive aptitude.
2. Application:
Tact: Tact is specifically applied in social and interpersonal contexts. It involves using discretion and
politeness in managing conversations, resolving conflicts, and maintaining harmonious
relationships.

Intelligence: As per Gardner's theory, intelligence applies to a wide range of tasks and domains
which includes problem-solving, language proficiency, mathematical reasoning, and emotional
understanding. It has broader applicability in various aspects of life including academics, career, and
personal development.
3. Focus:
Tact: Tact primarily focuses on one's ability to interact with others in a considerate and thoughtful
manner. It involves recognizing and responding to social cues, making people feel comfortable, and
avoiding offense.
Intelligence: On the other hand, intelligence encompasses a more extensive range of cognitive
abilities which includes analytical thinking, creativity, memory, and emotional awareness. It involves
problem-solving, decision-making, and learning capacity.
4. Development:
Tact: Tact is a ability that can be developed and refined through self-awareness, and learning from
social interactions. It involves improving communication, having empathy, and conflict resolution
skills.
Intelligence: As posited by Gardner, intelligence is a combination of innate abilities and
environmental factors. While individuals can enhance their cognitive skills, the core components of
intelligence are generally considered stable.

In short, we can say that tact and intelligence are related but distinct concepts. Tact is a social skill
that is associated with interpersonal interactions and emotional intelligence, whereas, intelligence, as
per Howard Gardner's theory, encompasses a wide array of cognitive abilities. Tact is specific to
social contexts and is primarily concerned with how one interacts with others, while intelligence has
a more comprehensive and diverse application across various domains of life. Both attributes are
valuable and contribute to an individual's overall effectiveness and success.

EMOTIONAL INTELLIGENCE: Trust through Communication

Emotional Intelligence is the measure of an individual’s abilities to recognize and manage their
emotions, and the emotions of other people, both individually and in groups.
Emotional intelligence can be measured by how an individual progresses through life - developing
meaningful relationships with others, their interpersonal skills and understanding, their ability to
manage their own emotions, and their personal skills.
Definition:
Emotional intelligence, abbreviated as EQ (Emotional Quotient), refers to a person's ability to
recognize, understand, manage, and effectively use their emotions and those of others in various
situations.
Components:
Emotional Recognition: This involves the ability to accurately identify and label emotions, both in
one and in others. It's about being in touch with your feelings and perceiving emotional cues in other
people's expressions and behaviors

.
Emotional Understanding: Understanding emotions means comprehending the causes,
consequences, and complexities of different feelings. It also includes recognizing the subtle
variations within the emotions.
Emotional Management: This focuses on the capacity of an individual to regulate and control one's
emotions. It involves strategies to effectively managing stress, anger, and other strong emotions.
Empathy: Empathy is the ability to sense and understand the emotions and perspectives of others.
This connects you to people on an emotional level and to respond compassionately.
Interpersonal Skills: These skills enable effective communication, helps in conflict resolution and
relationship management. They involve using emotional intelligence to build and maintain healthy
relationships.

Importance:
• Emotional intelligence is crucial for personal and professional success. It influences how
individuals manage their emotions and navigate social interactions. Individuals with high EQ tend to
have better mental health, enhanced communication s and more successful relationships
• At the workplace emotional intelligence is associated with effective leadership, teamwork, and
adaptability. It can lead to better decision-making, aid conflict resolution, and enhance overall job
performance.
Development:
Emotional intelligence can be developed and improved over time. Individuals can enhance their EQ
by practicing self-awareness, actively listening to others, seeking feedback, and learning effective
strategies for managing their emotions.
Developing emotional intelligence involves recognizing one's emotional strengths and weaknesses
and working on areas that need improvement such as in managing stress, empathizing with others, or
communicating more effectively.
Components of Emotional Intelligence
In the book “Emotional intelligence: Why it can matter more than IQ”, one of the most popular
psychologists Daniel Goleman lays out five key components of emotional intelligence.
1. Self-Awareness: It is to have knowledge about oneself, mainly the strengths and weaknesses. This
enables a person to know how to react to different people and different situations that arise in the
workplace. People who are self-aware, are in most cases, self-confident too. The only way to
improve one’s Self-awareness is to step out from their comfort zone.
2. Self-Regulation: It is the art of regulating one’s emotions to be able to manage and have self-
control over it. Also, necessitates the need to manage one’s thoughts, emotions, and behavior to get
positive results.
3. Motivation: People with high EI tend to be more positive and optimistic in their approach. Thus,
making themselves highly motivated. Also, they are more flexible with their work and possess the
ability to handle any situation.
4. Social Skills: Leaders who do well in the social skills element of emotional intelligence are great
communicators. They're just as open to hearing bad news as good news, and they're expert at getting
their team to support them and be excited about a new mission or project.
Leaders who have good social skills are also good at managing change and resolving conflicts
diplomatically. They're rarely satisfied with leaving things as they are, but they don't sit back and
make everyone else do the work: they set an example with their own behavior.

TRUST THROUGH COMMUNICATION

Trust means to be assured that the other person wants to see you happy and prosperous. Trust, or
"vishwas", forms the bedrock of relationships. It stems from the fundamental belief that every
human being desires not only their own happiness and prosperity but also that of others. Mutual
trust represents a shared conviction that we can rely on each other to pursue shared goals.

Gaining Trust through Communication: Building trust through communication is vital for both
personal and professional relationships. Here are some effective strategies to establish trust through
communication:
1. Active Listening:
Pay close attention to what the other person is saying. You can show that you value their words by
maintaining eye contact, nodding, and providing verbal cues like "I understand" or "Tell me more."
Avoid interrupting or formulating your response while the other person speaking. First, le them
express themselves fully and then respond accordingly
2. Empathy
Try to understand the other person's feelings and perspectives. You can show empathy by
acknowledging their emotions and demonstrating that you care about their well-being.
Use helpful phrases like "I can imagine how you must feel" or "That sounds really challenging."
3. Transparency:
Be honest and open in your communication. Avoid hiding information or being evasive, especially at
the workplace.
If you cannot share certain details, explain the reason for confidentiality Transparency fosters trust,
while secrecy erodes it.
4. Consistency:
Consistency in your words and actions is crucial in building trust. Uphold your promises and follow
through on the commitments given.
If you cannot fulfill a commitment, communicate this beforehand and provide an alternative solution.
5. Respect:
Treat others with respect and courtesy by way of your communication. Avoid condescending or
offensive language.
Show appreciation for their perspectives, even if you disagree.