1.
Why am I here today?

2.
COMMUNICATION DEMONSTRATES A….
Positive correlation between….communication and
- Organizational commitment
- Performance
- Organizational citizenship behaviors
- Job satisfaction
Negative correlation between….communication failure and
- Stress
- Job dissatisfaction
- Low trust
- Decrease in organizational commitment
- Severance intentions
- Absence
(Husain, 2013)

3.
LEADERS COMMUNICATING

4.
COMMUNICATION IS CRITICAL TO SUCCESS

5.
PRESENTATION OUTLINE
What is Communication?
What is Leadership?
Communication Process
Communication Types
Communication Barriers
Effective Listening
Leadership Challenge
Leadership Preparation
Skill Exercise
Recommended Takeaways
References

6.
ENGAGE – ACTIVE LISTENING
Not quite
Talking and listening together

7.
EFFECTIVE OR ACTIVE LISTENING
FORMAL DEFINITION– The ability to listen is someone who is comfortable asking
questions, admitting they do not have all the answers and asking for help (Baldoni,
2003). Ask your associates and customers what they need, want and aspire to
become (Baldoni, 2003). Then make the changes that let people know you heard
what they were saying.

8.
At The Home Depot, leaders must make sure there
is two-way communication taking place (Baldoni,
2003). Oftentimes, it comes from RVPs or DMs and
sent down in neat little packages. Managers
spend several hours a week on conference calls
from the corporate office engaging in communication
efforts. Effective listening is crucial to execution.

9.
Takeaway 1– - Effective communication requires a
proactive disposition (Hua, Sher, & Pheng, 2005).
This means we must be effective in our
communication while engaging others as an
effective listener to achieve understanding.

10.
The
Big
The Home Depot:
a) Satisfied customers
b) Being in stock
c) Store appearance

11.
SO, WHAT IS EFFECTIVE COMMUNICATION?....
INFORMAL DEFINITION – Effective
communication is what happens when both
leaders and followers work to understand
each other in multiple ways and using
multiple formats.
Examples:
“It’s when my associates finally do what I say!”
“It’s when I get a call from the customer who tells me that everything was
delivered on time.”
“It’s when we make sales plan.”
“I know I’m communicating effectively if people agree with me.”
Do these sound accurate?

12.
DOES ANYONE KNOW THE FORMAL DEFINITION
FORMAL DEFINITION - Darling and Beebe (2007)
define effective communication as a primary means
where leaders achieve desired levels of excellence
within their organization.

13.
At The Home Depot, the focus is on customer care,
innovation, employee engagement, retention and
leader/follower relationships. Communication impacts the
daily work life of every associate.

14.
“OOPS, DID I SAY THAT OUT LOUD?”
You can be an Effective Communicator
Can I take that back?
We communicate all day.

15.
Takeaway 2- How you communicate should
be specific to your audience, leadership
style, audience, method, personality,
organization and even your industry.

16.
SO, WHAT IS LEADERSHIP?
INFORMAL DEFINITION – How would you define Leadership?
Examples:
“A leader is someone who stands up and tells people what to do.”
“A leader is someone who stands up for what is right.”
“A leader is someone that knows how to show a profit and keep it.”
“A leader is someone that takes the time to listen to what I have to say.”

17.
DOES ANYONE KNOW THE FORMAL DEFINITION
FORMAL DEFINITION - Northouse (1997) defines
leadership as the process whereby an individual
influences a group of individuals to achieve a
common goal.

18.
The difference in opinions about the definition of
Leadership might explain why some people think others
are bad leaders, and some think they are great!
The assumptions we make about what leadership mean
will determine how we judge that leader and others.
Have you ever thought about what type of leader you
work with, and what style they use?
Have you ever explained to your boss what type of
leadership you are looking for? Or asked her to explain
her leadership philosophy?
Better yet, have you ever explained your leadership
philosophy to your associates?
NOTES

19.
At The Home Depot, Leadership is
top-down in orientation. Instructions
come from the CEO in Atlanta, GA.
to 2300+ stores. Regional and
District Managers pass them on to
Store Managers. Store managers
pass it on to assistant managers,
department heads and finally on to
the associate. Each of these
people have their own leadership
style, favorite methods and specific
skill set that makes them an
effective communicator.

20.
Takeaway 3- Leadership comes in various shapes,
styles and formats. Each of us can be both leader
and follower at the same time. Recognizing which
role you are currently in allows you to behave
appropriately.

21.
SO, WHAT IS AN EFFECTIVE FOLLOWER?

22.
WE’VE DISCUSSED:
-LEADERSHIP
-COMMUNICATION
-ACTIVE LISTENING
-FOLLOWERSHIP
-NEED FOR COMMUNICATION
So what, have we really communicated yet?

23.
SO, WHAT IS THE COMMUNICATION PROCESS?
INFORMAL DEFINITION – How would you
describe the communication process?
Examples:
“I talk, you listen!”
“Who cares, just smile and nod ‘til she shuts
up
and we can get back to work.”
“I talk, you listen, you work and get it wrong,
I scream again.”
“The leader spreads to vision and
plan, we work it out and then we
get back together and discuss how
we can make it better.”

24.
THE COMMUNICATION PROCESS
EFFECTIVE COMMUNICATING CONSISTENTLY – incorporates the
views of others, the workplace environment and organizational stability.
Information is presented in an organized fashion which considers the
recipient in a way that provides clarity and appropriateness to its
audience. It can involve several methods including writing and
speaking. It encourages feedback, discussion and questions from
others whether the message involves good or bad news (Tyler, 2003).
NON-VERBAL COMMUNCIATION – tone of voice, body language, eye
contact, posture, etc.
VERBAL COMMUNICATON – this can be spoken or written. These are
more common. The next slide goes over these in detail.

25.
COMMUNICATION TYPES
NON-VERBAL COMMUNCIATION – tone of voice, body language, eye
contact, posture, etc.
VERBAL COMMUNICATON – this can be spoken or written. These are
more common. The next slide goes over these in detail.

26.
COMMUNICATION METHODS
VERBAL COMMUNICATION METHODS – some include emails, texts,
face-to-face, conference calls, speeches, written documents,
company speeches, and social media.

27.
A customer comes in or sets up a carpet measure online.
Measure Comp goes out to do the measure and emails the
drawings to the customer.
The customer then decides they want to pick out another carpet
and comes into the store.
The associate helps them pick out a color and they are ready to
pay.
The associate calls Measure Comp and asks them to release the
drawings to the store so your associate can close the sale.
If you’re lucky, they do it then while the customer is there and the
associate proceeds to get payment.
The customer goes home and waits for the installer to call with the
carpet install date.
The carpet is installed and the customer is happy.
The customer gets a follow up call asking if they are happy and
why.
Everyone gets graded on their job by the customer and the store
makes money, customer has carpet, vendor keeps their job and

28.
At The Home Depot, they try to
train its employees to communicate
effectively.

29.
YES!

30.
Takeaway 4 – It is important to know your audience
as a leader to ensure your message is being heard
and carried out. By understanding who you work
with, leaders can cater their message to their
follower so it is heard.

31.
Takeaway 5 – communicators invite open and
honest dialogue, create an environment of inclusion
and encouragement. This opens the door for
associates to be proactive and exchange ideas
(van d. D., & Caldeira, 2006).

32.
OK, IT MAY SOUND SIMPLE, BUT IT’S NOT EASY..

33.
COMMUNICATION BARRIERS
BLINDSPOTS – these are areas leaders
are not aware exist
ASSUMPTIONS – these are beliefs
leaders bring to the table without
recognizing them
TIMING – how and when communication
takes place can determine its
effectiveness
SPEED – how quickly leaders respond to
a crisis can determine the receivers
response
CLARITY – taking special care to consider
one’s audience can add to a
message’s clarity
FOLLOWERS - everyone is different and
leaders need to know the differences
so their communication efforts can
become more effective.

34.
Blindspot at THD -old associates versus new
associates
Assumptions at THD -specialty associates
versus receiving associates
Timing at THD -communication leaks about
who gets promoted
Speed at THD -it take 4 weeks before
promotions get announced
Clarity at THD -a SM talks about his $25000
bonuses and you are trying to pay the $99
phone bill
Followers/associates at THD – everyone is
a leader and follower

35.
At The Home Depot, there are
various levels of leadership.
All leaders and followers have
blindspots which can be magnified
by the assumptions they bring to
the table. Always consider your
message, your audience, your
beliefs and how they might receive
your message to enhance your
effectiveness

36.
Takeaway 6 – To communicate effectively, know
your role. Know your associates, about their lives
and how they might take certain comments. This is
doubly important with customers.

37.
LEADERSHIP CHALLENGES
#1CHALLENGE FOR LEADERS – Lack of communication skills is among
the top reasons for executive derailment (Tyler, 2003).
SUGGESTIONS FROM TYLER’S DEFINITION DISCUSSED EARLIER (2003) –
When communicating:
1) Incorporate the views of others
2) Present information in an organized and logical fashion
3) Consider the recipient and method
4) Work to become efficient in oral and written communication
5) Encourage questions and discussions with others
6) Communicate bad news and good news effectively
7) Become comfortable communicating effectively even if you have to
practice.

38.
At The Home Depot, most people
honestly believe they communicate
effectively. Don’t let your own
blindspots or assumptions derail
you. This requires actively
engaging with your peers and
management team to discover
areas you can improve. Ask
questions during your review period
and from your associates.

39.
Takeaway 7 – It’s your job. Find a partner at work
who will tell you the truth about your communication
effectiveness. Ask for advice and take classes that
improve your skills. Volunteer to speak in front of
the store or in the community.

40.
LEADERSHIP PREPARATION & DEVELOPMENT
FOCUS – every follower is a leader waiting for a mentor to help them develop. If
you are a leader, who are you developing into a leader or a better follower? If
you aren’t, are you really a leader?
LEADERSHIP GOALSS – 1) All Time Champion of Micro-Management 2) All-
Star who hides from Controversy, 3) Pass the buck leadership, 4) Throw
others under the bus to promotion, 5) #1 Grumbler of all-time (Tomlinson,
2015). Are these goals you want to achieve? Do you associates think you
have already won the titles?

41.
At The Home Depot, many times
good associates are looked over,
or not taken seriously because of
their schedule or family situation.
countless talent has been lost
between the racks because no one
took the time to engage an
associate and steer them towards a
career at THD. I know you are
busy, but time spent teaching
others pays itself back.

42.
Takeaway 8 – Commit with another associate to
hold you accountable as a leader and commit to
another associate that you plan to mentor towards
becoming a better leader or follower.

43.
SKILL DEVELOPMENT – AN EXERCISE
WUZZLE PICTURE PUZZLE A – do by yourself.
WUZZLE PICTURE PUZZLE B– I will put you in groups of two or three
This exercise will show you how a collective intelligence of other people can
speed up your understanding and interpretation of events. You will need to be
effective in your communication skills for Puzzle B.
At The Home Depot, you can take these exercises with you
if you’d like to give them to your associates. This may help
in your goal for developing your associates and yourselves.

44.
Wuzzle-Picture
Puzzle A
A common
phrase is
depicted in each
box. Write out
the saying by
yourself and wait
for the others to
finish (Dunphy &
Whisenand,
2006).

45.
Wuzzle-
Picture
Puzzle B
A common
phrase is
depicted in
each box.
Write out the
saying with
your team
(Dunphy &
Whisenand,
2006).

46.
TAKEAWAYS
Takeaway 1- Effective communication requires a proactive
disposition (Hua, Sher, & Pheng, 2005). This means we
must be effective in your communication while engaging
others as an effective listener to achieve understanding.
Takeaway 2– How you communicate should be specific to your
audience, leadership style, audience, method,
personality, organization and even your industry.
Takeaway 3 – Leadership comes in various styles and formats.
Each of us can be both leader and follower at the same
time. Recognizing which role you are currently in allows
you to behave appropriately.
Takeaway 4 – It is important to know your audience as a
leader to ensure your message is being heard and carried
out. By understanding who you work with, leaders can
cater their message to their follower so it is heard.
Takeaway 5 – Communicators invite open and honest
dialogue, create an environment of inclusion and
encouragement. This opens the door for associates to be
proactive and exchange ideas.
Takeaway 6 -Know your role to communicate effectively.
Know you associates, about their lives and how they
might take certain comments. This is doubly important
with customers.
Takeaway 8 – It’s your job. Find a partner at work who will
tell you the truth about your communication
effectiveness. Ask for advice and take classes that
improve your skills. Volunteer to speak in front of the
store or in the community.
Takeaway 9 – commit with another associate to hold you
accountable as a leader and commit to another
associate that you plan to mentor towards becoming a
better leader or follower.
Takeaway 10 – Some parts of leadership are silent
(Tomlinson, 2015). It comes from living out what you
ask others to do: hard work, conviction, trust, courage,
and more. Model the Way for others to follow (Kouzes
& Posner, 2012).

47.
REFERENCES
Baldoni, J. (2003). Great communication secrets of great leaders. New York, NY: McGraw-Hill.
Darling, J. R., & Beebe, S. A. (2007) Effective Entrepreneurial Communication in Organization Development:
Achieving Excellence Based on Leadership Strategies and Values. Organization Development Journal,
25(1), 76-93.
Dunphy, S. M., & Whisenand, T. G. (2006). Building camaraderie through information processing: The
wuzzle picture-puzzle exercise. Journal of Information Systems Education, 17(1), 11-16.
Hua, G. C., Sher, W., Pheng, L. S. (2005). Factors Affecting Effective Communication Between Building
Clients and Maintenance Contractors, Corporate Communications, 10(3), 240-250.
Northouse, P. (1997). Leadership theory and practice. Thousand Oaks, CA: Sage.
Tyler, J. L. (2003). Core Competencies: A Simplified Look at a Complicated Issue. Healthcare Financial
Management, 57(5), 90-2, 94.
van d. D., & Caldeira, S. J. (2006). Effective Leaders Champion Communication Skills. Nation’s Restaurant
News, 40(13), 20-20, 28.