Submitted to: Mam Zara Sabeen Submitted by: Sundas Arif 5488-FMS/MBA/F11 Sidra Ikram 5484 Anila Yasmin

5500 Nigarish Zahra 5472 Muntaha Fiaz 5497 Qurat-ul-Ain 5463 Khadija Chaudry 5485

Dated: 5th Nov, 2012

Communication and Conflict Resolution Skills Leadership and Communication:

Leadership communication is the controlled, purposeful transfer of meaning by which leaders influence a single person, a group, an organization, or a community. Leadership communication uses the full range of communication skills and resources to overcome interferences and to create and deliver messages that guide, direct, motivate, or inspire others to action. Components Of leadership communication: Leadership communication consists of three primary rings: 1. Core, 2. Managerial, and 3. Corporate

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The higher up in an organization a manager moves, the more complex his or her communication demands become. Inspirational and powerful communication: Information about communicating persuasively and effectively is extensive. Both formal and informal leaders must be persuasive and dynamic communcators. To become an inspirational and emotion provoking communicator, one must follow non-verbal communication and six basic principles of persuasion. Six basic principles of persuasion: 1. Liking: People like those who like them: People are more likely to favor those who are physically attractive, similar to themselves, or who praise them. The leader should therefore emphasize similarities, such as, common interests with group members. Genuine praise is the most effective. Example: Being a director of Mansha Brothers he behaves in a way that shows great concern to their group members and clients. They understand clients requirements and provide solutions according to specific individual need.

2. Reciprocity: People repay in kind: Reciprocation recognizes that people feel indebted to those who do something for them. Managers can often influence group members to behave in a particular by displaying the behavior first.

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Example: They also give importance to faith or we can say that they give importance to their norms and values. For that they attended seminars on faith and reciprocated the behavior of trust and faith while focusing on the goals. As a result of this they were able to promote the values of focus and faith in their organization. 3. Social Proof: People follow the lead of similar others: When people are uncertain about the course of action, they tend to look to those around them to guide their decisions and actions. The especially want to know, what everyone else is doing. Leader is someone on which others have trust to provide solutions of different problems. Example: They rely on their own abilities , skills, team efforts, judgment and clear goals for the success of their organization. For this purpose they need to have clarity of purpose and no ambiguities. Mr. Zahid followed the principles of Islam and Quran, that helped him in every way to provide guidance and directions about solutions of various problems. 4. Consistency: people align with their clear commitments: People strive for their consistency in their commitments. People want to appear consistent in their thoughts and actions. They also prefer to follow pre-existing attitudes, values and actions. Example: They aligned the employees to their goals and asked them to be focused. It also introduced the incentive program for the motivation and focus of workers i.e like more reward or salary system to a person who achieved more sales. Page | 4

Social proof Rely on their own abilities , skills, team efforts, judgment and clear goals for the success of their organization

Reciprocity shows great concern to their group members and clients.

Persuasion skills

consistency work according per hour. focus about their goals

Liking Show great concern to their group members and clients

Authority More reward or salary system introduce

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Supportive Communication:
Communication style that delivers the message accurately and that supports or enhances the relationship between the two parties.

Supportive communication principles:

The process has eight principles or characteristics, which have emerged from the work of many researchers. 1- Problem oriented, not person oriented. 2- Descriptive, not evaluative 3- Congruence, not incongruence 4- Validating, rather than invalidating people 5- Specific, not global 6- Conjunctive, not disjunctive. 7- Owned, not disowned. 8- Listening, as well as sending messages. 1) Problem oriented, not person oriented: Effective leaders and managers focus more on the problem than on the person when communicating with group members. Example: When the problem raised that they have to suffer a loss with the service bank due to 9 members of team, MANSHA BROTHERS just looked at their goal and path to achieve the high standard instead of people orientation. It resulted into positive feedback.

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2) Descriptive, not evaluative: When a persons worth is being evaluated, he/she often becomes defensive. So the descriptive form of communication is less accusatory. Example: A young guy was considered unfit to the organization based on his evaluation but then company shifted to descriptive way to focus on goals i.e. They identified their sales target and criteria, so whoever will fulfill that criteria will be eligible to stay in the organization. 3) Conjunctive, not Disjunctive. Conjunctive communication is linked logically to previous messages, thus enhancing communication. Disjunctive communication is not linked to the preceding messages, resulting in impaired communication. Example: Their strategies are aligned with their goals and targets i.e whatever information or policies they communicate to their employees, are interconnected. They aligned the goals with the focus strategy and faith. 4) Owned, not disowned: Effective communicators take responsibility for what they say and do not attribute the authority behind their ideas to another person. Example:

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The company states that we believe in building long term, value based relationships with our clients focusing on their unique and individual needs.

Conflict Management Styles:

Following are the five major types of conflict management, based on the combination of assertiveness and cooperativeness. 1- competitive 2- accommodative 3- sharing 4- collaborative 5- avoidant
1. Collaborative Style (at the top level):

It reflects the desire to fully satisfy the needs of both parties. It is based on the underlying philosophy of win-win approach to conflict resolution.

Personal Concern: Mansha Brothers introduced Time Reports that compare with self to do work in time. hard work, being focused and being informed about goals were appreciated

Others Concern: Targets were eliminated and self filtering was done. Each individual is permitted to add input in work to accomplish the goal.

2. Accommodative style (at bottom level):

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Accommodator seeks to preserve the relationship at the expense of dealing with the problem itself. An accommodator might appear to be a good problem solver, since problems are disposed off quickly.

Personal Concern: individual flexibility was experienced being least concerned about the consequences.

Others Concern: To increase the moral and motivation level with flexibility.

3.

Sharing style:

Effective leaders encourage team members to accept concessions when necessary to maintain a level of productivity rather than continuing to debate or argue.

Example: They implemented sharing style for conflict resolution. They had energy meter for measurement of energy of members on their works. But issue of management came there due to the theft of electricity. So they used sharing style in which their concern of hardworking and concern of others match each other that members must focused their energy on their work, they dont waste their energy to give extra respect or give unnecessary concern to any person within the company.

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