Title: Conversation, an essential leadership tool
Know how to use conversation to help others change
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Analysis based on ideas published by leading experts, in particular in the book presented below and in the publications cited in the "Find Out More" insets

Leadership Unplugged, Jacqueline Moore and Steven Sonsino, Palgrave Macmillan, 2003, 373 pages.
Jacqueline Moore is a journalist for the Financial Times. Steven Sonsino is a professor at the London Business School.

Manageris 129a.

What does a leader do most of the day? Talk! But make no mistake; this is not a waste of time! The authors of Leadership Unplugged emphasize that conversation is an essential tool of leadership. In a world where leaders can no longer simply make decisions and persuade people, conversation is the key driver to get others to cooperate willingly in changing their way of thinking. To use this tool effectively, leaders must master the various facets of conversation, i.e. debate, discussion and dialogue. The authors offer many helpful suggestions on how to do this.

Main subject [Dialogue]
See also [Leadership]

 

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Reading Tips for...

Leadership Unplugged,
Jacqueline Moore and Steven Sonsino, Palgrave Macmillan, 2003.

In an era where managers are expected to know how to lead change, conversation can be a very effective tool. Used properly, conversation can profoundly influence the thinking and behavior of others. However, this first requires understanding the underlying precepts and mastering the requisite techniques. The authors of this book propose to help managers do just that.

The heterogeneity of the book sometimes makes it difficult to read. Nonetheless, each reader will likely find what he is looking for, be it concrete methodological advice on the right behavior to adopt or a thorough look at the underlying theory. The following tips should help readers find their way around:

  • For a quick perusal of the importance of strategic conversation to the business world and its benefits for leaders, go to chapters 1 and 12, which constitute a good introduction to the topics in the book. Chapters 6 and 8, which include the Brabantia and 3M examples, are written along the same lines. However, these latter chapters are more theoretical and academic. As such, readers will find them useful to deepen their knowledge, but difficult to skim through.
  • The most original contribution of the book is undoubtedly the theory of the three phases of strategic conversation, namely debate, discussion and dialogue. The general lines of this theory are explained in chapter 2, which is a must read. For more detailed descriptions of each of these three phases, refer to chapter 3 (debate, using the example of the University of Illinois), chapter 5 (discussion, with the examples of Grace and Shell), and chapter 9 (dialogue).
  • The ability to communicate clearly is mandatory for anyone who wants to master the art of conversation. Chapters 4 and 7 contain many practical recommendations on ways to communicate more effectively. In particular, these chapters use detailed illustrations from HSBC-Bital and Orange.
  • Empathy and good listening skills, indispensable corollaries to clear communication, are covered in chapters 10 and 11. In particular, readers will find a helpful review of emotional intelligence and active listening techniques.

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Critical commentary

By Sally Atkinson, professor at the Cranfield School of Management.

Amidst the welter of books offering advice on leadership, it is refreshing to find a text that stands out both from a practical and contextual standpoint. Too often we are offered stories of the great and the good which do not translate into transferable lessons to practicing managers. Furthermore, whilst the academic study of leadership in the organizational context offers many insights into the domain of ‘new’ organizations, much of what we are offered in terms of leadership practice reflects past rather than future notions of organizational life. Leadership Unplugged is thus a genuine attempt to address these gaps. The style is easily accessible, well referenced and grounded in practical examples.

In terms of content, the authors place great emphasis on the conversational aspect of leadership, as the tenet of strategy implementation. This focus, although in itself nothing particularly revelatory, is welcome, as it takes the social constructed perspective of organization and translates this into practical outcomes. Likewise, the authors include the vital area of political action in the organizational context, an increasingly recognized legitimate facet of both leadership and organizational change. Indeed, there would have been room to explore the arena of the political aspects of leadership in even more depth. This leads onto a wider point. Whilst the strong practitioner focus has led the authors to avoid academic contextualizing of these social elements, perhaps some scene setting of the emerging notion of ‘organization’ as a social construct would have added to the weight of the text without destroying the pragmatic style. Such contemporary phenomena as leadership at all levels, and the relational nature of organizational networks could therefore have been discussed in the light of the conversational focus.

Where the book is helpful, therefore, is in its attempt to translate a socially constructed approach to leadership in a practical fashion. What would complement this perspective particularly is more attention to the relational context in which leadership conversations sit. Just as trust literature has acknowledged that interpersonal phenomena do not occur in a vacuum, so persuasive actions or conversations are not helpfully perceived as ‘stand alone’ interventions. The authors touch upon this with their discussion on relationships and contacts, but do not really explore the impact of different relational types on conversations. Furthermore, trust literature has also established that for senior managers in particular, the perceived relationship with an individual can be significantly influenced by third parties through storytelling and rumor. Exploring the lens that a relationship provides, alongside the organizational lens of politics and the associated particular social dynamics would therefore add considerably to the authors’ propositions. For example, it would be helpful for them to explain what kinds of relational network need to be built in order to have successful conversations. Is acceptance contingent upon well-chosen personal relationships from which positive messages will radiate from the subsequent network effect? Or is the relational imperative more focused on the organizational level, i.e. a requirement to mix social and hierarchical perspectives in analytical terms? Or would their recommendations actually suggest that the relational context, and the corresponding notions of trust, are irrelevant, or so difficult to achieve as to be impractical?

Finally, accepting Leadership Unplugged as a perspective has implications for organizational leadership and talent development. If you buy into a social and political model of organizational leadership, then development activities must be supportive of this. Leadership development is thus not solely served by traditional case study, knowledge-based programs. Understanding and managing social and political dynamics, and within these the often overlooked facet of interpersonal relationship management, underpinned by strong strategic analysis and conceptual development, become central to growing leadership capability. Perhaps the authors will develop this theme in their later volumes.

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Further readings…

Relative to the dissemination of ethical values and a code of conduct, the following books will shed some additional light:

  • Dialogue, Linda Ellinor, Glenna Gerard, John Wiley & Sons, 1990. (book)
    Get the organization to adopt a form of conversation particularly adapted to problem solving--dialogue.
  • Clear Leadership, Gervase R. Bushe, Davies-Black, 2001. (book)
    Communicate clearly with those around you to avoid misunderstandings.
  • Leading Out Loud, Terry Pearce, Harper Collins (book)
    Build an effective speech to sway your audience.
  • Everyday Negotiation, Judith Williams, Deborah M. Kolb, Jossey-Bass, 2003. (book)
    Take account of the human side of negotiations.
  • Emotional Intelligence, Daniel Goleman, Bantam Books, 1997. (book)
    Understand the importance of a specific form of intelligence – emotional intelligence – critical to building good interpersonal relationships.
  • Le manager à l'écoute [The Listening Manager], Yves Blanc, Dunod, 2002. (book)
    Develop your listening skills.

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