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Only three things happen naturally in
organizations, friction , confusion and
underperformance. Everything else requires
leadership.
Peter Drucker
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Gap 90-30
Ninety percent of executives rate themselves as
effective communicators. Only thirty percent of
their constituents agree.
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Needed Competencies vs. Skills
Competency Importance to org. Current
competency Gap Communication 6.48 4.06 2.42 E
thical Behavior 6.38 5.56 .82 Managing
change 6.17 3.79 2.38 Implementing
Plans 6.13 4.47 1.66 Gaining
Trust 6.04 4.46 1.58 Relationship
Skills 6.02 4.25 1.77 Analytical
Thinking 6.01 4.50 1.51 Taking
Initiative 6.01 4.51 1.59 Strategic
vision 6.01 3.95 2.06 Developing
Employees 6.00 3.57 2.42 Strategic
Leadership 6.00 3.88 2.12
Source AMA Leadership Survey Cost and
Measurement
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The State of the CIO
The personal skills most important for CIO success
70 58 46 31 19 17 10
Effective Communication Understand Business
Process and Ops. Strategic Thinking and
Planning Thorough knowledge of technical
options Negotiations skills Ability to
influence/salesmanship Technical proficiency
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The Cuomo Effect
The best keynote speech I can remember, maybe
the best ever.
David Brinkley
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The biggest problem with leadership
communication is the illusion that it has
occurred.
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4

• Understand
• Agree
• Care
• Take action

Fatal Assumptions
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4

• Recieved
• Understand
• Agree
• Care
• Take action

Fatal Assumptions
Owen Ryan Global Insurance Industry Lead
Partner Deloitt Touche
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4

• Understand
• Agree
• Care
• Take action

U ACT John Kelley Director of External
Affairs Microsoft
Fatal Assumptions
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Communication Channels

• Factual
• Emotional
• Symbolic

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Reason without emotion is neurologically
impossible.
Dr. Antonio Damasio, Descartes Error Emotions,
Reason, and The Human Brain
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The mind reflexively interprets other peoples
words and gestures by doing whatever it takes to
make them sensible and true. If the words are
sketchy or incongruous, the mind charitably fills
in missing premises or shifts to a new frame of
reference in which they make sense.
Steven Pinker, How The Mind Works
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people tend to think of memorythat we have all
these videotapes of events stored somewhere in
the brain if only we can find them. In fact, we
assemble our memories by patching together broken
pieces of stored information and then filling in
the blanks. Elizabeth Loftus, Ph.D., University
of California, as reported by Jessica Snyder
Sachs, Popular Science, 7.2003
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Movies are the closest external representation
of the prevailing storytelling that goes on in
our minds.what goes on in the transition of
shots achieved by editing, and what goes on in
the narrative constructed by a particular
juxtaposition of shots is comparable in some
respects to what is going in the mind. Antonio
Damasio, The Feeling of What Happens Body and
Emotion in the Making of Consciousness
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Telling storiesis probably a brain obsession
and probably begins relatively early both in
terms of evolution and in terms of the
complexity. Telling stories precedes
language, since it is, in fact, a condition for
language, and it is based not
just in the cerebral cortex but elsewhere in the
brain and in the right hemisphere as well as the
left.
Antonio Damasio, The Feeling of What Happens
Body and Emotion in the Making of Consciousness
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When leaders fail to communicate in facts,
emotions, and symbols, constituents will fill in
the blanks.
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Authenticity
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Leadership communication is an inside game.

out
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All the knowledge I possess everyone else can
acquire, but my heart is all my own.
Goethe
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Sine Cera
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best
Be your best self, an original, not what others
tell you to be, not a copy of some other leader.
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• I think somehow, we learn who we really are and
  then live with that decision .
• Eleanor Roosevelt

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Authentic self-hood is being able to hear these
impulse voices within oneself To know what one
really wants or doesnt want, what one is fit for
and what one is not fit forfinding what your
true self is and wants and in that process
discovering your ability to lead. Abraham
Maslow, Toward a Psychology of Being
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Leaders must communicate a million complicated
things when they fail to communicate a few,
simple, profound ones.
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Factual Channel
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The facts may not be boring
but you might be.
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Data alone seldom persuades and rarely inspires.
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Logic Organization
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Every year since 1950, the number of American
children gunned down has doubled.
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Logic
1950 10 children

1970 10,485,760
1973 83,886,080
1995 350,000,000,000,000
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Childrens Defense Fund
The number of American children killed each year
by guns has doubled since 1950.
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Bad statistics live on they take on lives of
their own.
Joel Best, Damned Lies and Statistics Untangling
Numbers From the Media, Politicians, and Activists
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Without a recitation of hard data, high rhetoric
seems insubstantial, vaguely disingenuous, merely
dramatic. Without a logical case to support it,
rhetoric has nothing to do. It's like icing
without cake.
Peggy Noonan, Opinion Journal
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Communicating facts well requires the same skill
as good story telling.
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Michael Wood, Vice President, Teen Research
Unlimited
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Factual Channel Tips

• Facts alone, especially just numbers, seldom
  persuade and rarely inspire.
• Statistics do not establish a logical course of
  action. Leaders must interpret the facts.
• Constituents want interpretation not recitation.
• Use amazing facts well.
• Organize you facts and other information like a
  story.

M
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Emotional Channel
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Follow because of how .
  We follow leaders because of how they make us
feel.
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Yours Theirs
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To express the most difficult matters clearly
and intelligently is to strike coins out of pure
gold.
Emmanuel von Geibel, poet, 1815-1884
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Symbolic Channel
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Stories Symbols
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It is this narrative or symbolic power which
gives a sense of the world a concrete reality
in the imaginative form of symbol and story
when abstract thought can provide nothing at all.
A child follows the Bible before he follows
Euclid. Not because the Bible is simpler (the
reverse might be said), but because it is cast in
a symbolic and narrative mode.
Oliver Sachs, The Man Who Mistook His Wife For A
Hat
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What we sell is the opportunity for a 43
year-old accountant to dress up in black leather,
ride through small towns and have people be
afraid of him.
Harley executive, quoted in Results-based
Leadership
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The language of constituents.
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Hunters?
Are your best salespeople
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Farmers?
or
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Mixed-Metaphors
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Mixed-Metaphors
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The history of art provides one example after
another in which images are treated as if they
are living.  
--David Freedberg, professor of art history at
Columbia University and author of The Power of
Images Studies in the History and Theory of
Response.
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The shortest distance to the truth is through a
story.
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A key perhaps the key to leadership is the
effective communication of a story.Howard
Gardner, Leading Minds An Anatomy of Leadership
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Details Dialogue Drama
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Make sure the words are yours. Push them from the
very bottom of your soul. The performance will
take care of itself.
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Boyd Clarke boydclarke_at_tompeters.com (5130-683-470
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www.theleadersvoice.biz slides
Tom Peters Times www.tompeters.com
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1999 TNT ranked 1 in prime time. Captured four
of the top five highest-rated original movies on
basic cable.
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In the TV business,focus was the f-word. It
meant you would be deliberately limiting your
appeal.IScot Safon, TNT SVP Marketing,
interview
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Viewers Dont Know What to Expect from TNT
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Overview of Segments
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P18-54 Perceptual Map Network Positions
Offers programming suitable for the whole family
Has programming designed for my age group
Has programs couples can agree upon
Shows programs and movies from my past
Has programming specifically designed for
men/women
Shows popular sitcoms from the 1990s
Produces and televises original made-for-TV movies
Shows professional sports such as NBA, NFL, and,
Major League Baseball
Has programs you cant see anywhere else on TV
Shows professional sports tournaments and
championships
Has engaging, dramatic or suspenseful movies and
series
Shows the best drama or action series from the
1990s
Has a wide variety of movies
Has movies all weekend long
Produces and televises original sitcoms
Shows award-winning movies
Shows popular movies from the 1980s and 1990s
Televises famous sports, music and entertainment
stars
Offers concerts and other musical events
Shows recent blockbuster movies
Offers new, cutting edge, and innovative
programming
Produces and televises original drama or action
series
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What if drama is boring? Is drama too
limiting? Drama is so Masterpiece
Theater! Hey, were not PBS.
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If your associates dont embrace it, you have to
trash it.IJennifer Dorian, VP Brand
Development
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Only with the same song sheet can we perform in
harmony. Maestro Boris Brott
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I dont know if consumers noticed that we had
dropped wrestling from our schedule, but it said
everything to the staff.Scot Safon, TNT SVP
Marketing, interview
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Branding went from a buzz word to a lifestyle.
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Drama Mama -Jennifer Dorian Vice President of
Brand Development
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Drama Mama -Jennifer Dorian Vice President of
Brand Development
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Personal Characteristics
_____ Ambitious _____ Broad-minded _____ Caring __
___ Competent _____ Cooperative _____ Courageous _
____ Dependable _____ Determined _____ Fair-minded
_____ Forward-looking
_____ Honest _____ Imaginative _____ Independent _
____ Inspiring _____ Intelligent _____ Loyal _____
Mature _____ Self-controlled _____ Straightforwar
d _____ Supportive
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International Norm
21 Ambitious 40 Broad-minded 20 Caring
66 Competent 28 Cooperative 20
Courageous 33 Dependable 24 Determined
42 Fair-minded 71 Forward-looking
88 Honest 23 Imaginative 6 Independent
65 Inspiring 47 Intelligent 14 Loyal 17
Mature 8 Self-controlled 34
Straightforward 35 Supportive
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Followers Want

• Honest
• Forward-looking
• Competent
• Inspiring

Source Kouzes and Posner
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Communication Credibility

• Trustworthiness
• Expertise
• Dynamism

Source Berlo, Mertz, and Lemert
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You have also have to communicate with your
workers and make sure they understand that what
theyre doing means something. We still tell our
employees what we always told them Youre
delivering the most important commerce in the
history of the world. Youre not delivering sand
and gravel. Youre delivering someones
pacemaker, chemotherapy treatment for cancer
drugs, the part that keeps the F-18s flying, or
the legal brief that decides the case. Fred
Smith, Fortune Small Business, 10/2002
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Symbolic Channel Tips

• Choose symbols well.
• Never underestimate the power of a story.
• Details, dialogue, and drama.
• All metaphors, analogies, and other comparisons
  break down at some point.
• Symbols are powerful ways to communicate your
  ideas about the future.

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Act of faith in other . .
  Leadership is ultimately an act of faith in
other people.
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Its not rocket surgery.
Up a tree without a paddle.
Rattle some feathers.
Weve open a Pandoras box of worms.
Ill burn that bridge when I get there.
I wouldnt buy that book if you gave it to me.
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The leader who can create line of sight between
vision and task can inspire greatness.
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Introductions

• Name
• Group Name
• How long managing
• Office memento, object, artifact, commendation,
  plaque, award, photograph, etc.

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In particular, research suggests that the most
powerful effects are obtained from attempts to
improve face-to-face communication or what has
been defined as the human moment.
Hargie, Tourish, Wilson, JBC, October 2002
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Alignment
Alignment
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Leadership is everyones business.
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Mom Dad
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