Professional Documents
Culture Documents
m
Change Management
Chapter 11
Communication Skills
ëearning Objective
listening skills:
suspending judgment,
identif ing assumptions,
listening for learning, and
Reflecting
T pes of listening
Discriminative listening (usage)
determining significant of visual message
Comprehensive listening (usage) striving to
understand message for later recall, use
Therapeutic listening (usage) helping
others
Critical listening (usage) evaluating
message
Appreciative listening (usage)
discriminative and comprehensive listening
Telling Stories
This is an effective
wa of helping
emplo ees learn
from past changes
& painting pictures
of the future.
Selling Change Upward
Presentation techniques
ëink to the logic of the business plan
Raise the proposal continuousl
Package the issue incrementall
?undling
That is linking to the order ideas and issues
± Profitabilit , market share, organizational image, or
concerns of ke stakeholders
Toxic Handling
Some people in
organizations take on
a role of handling the
ill-effects of change
processes and
absorbing these as a
wa of shielding
others from their
negative impact.
ëistening
empatheticall
Suggesting solutions
Working behind the
scenes
Carr ing the
confidences of others
Reframing difficult
messages
Change Conversations
ð
1. Machine imager of change
2. Developmental imager of change
3. Transitional imager
4. Transformational imager
Communication with external stakeholders