Chapter 19 Chapter 1 Communication Art: Communication is the Essence of Leadership Eloquence

Faced with the increasingly complicated social relations, we hope that we can obtain harmonious, harmonious and sincere family relations, friends relations, colleagues relations and superior-subordinate relations. In the fierce market competition, we hope that we can forge a team , a sincere and united enterprise team; we hope that our enterprise can survive in a good external environment and create a good corporate image in the communication with customers, shareholders, upstream and downstream enterprises, communities, governments and news media etc. The answers to the above questions may be composed of a series of related elements, but communication is the basis for solving all problems.Communication is not everything, but without communication it is absolutely impossible.

Communication can even determine the fate of life and death! The events that happened on January 25, 1990 just proved the above-mentioned seemingly terrifying point.That day, a communication breakdown between the pilots of Avianca Flight 52 and air traffic controllers at JFK Airport in New York led to a crash that killed all 73 people on board. At 7:40 p.m. on January 25, Avianca Flight 52 flew at an altitude of 11,277.7 meters above the coast of southern New Jersey.The amount of fuel on board can last nearly two hours. Under normal circumstances, it only takes less than half an hour for the plane to land at JFK Airport in New York. This buffer protection measure can be said to be very safe.However, a series of delays have since occurred.First, at 8:00 p.m., JFK airport management informed Flight 52 that they had to circle the airport on standby due to serious traffic problems.

At 8:45 p.m., the co-pilot of Flight 52 reported to JFK that they were "almost out of fuel."Controllers received this information, but did not approve the aircraft to land until 9:24 p.m.During this period, the Avianca crew members did not send any information that the situation was very critical to JFK, but the crew members in the cockpit of the plane nervously informed each other that their fuel supply was in crisis. At 9:24 p.m., Flight 52's first attempt to land failed.Due to the low altitude and poor visibility, a safe landing could not be guaranteed.When JFK directed Flight 52 to make a second test landing, the crew again mentioned that they were running out of fuel, but the pilot told administrators that the newly assigned runway was "workable."At 9:32 p.m., two of the plane's engines failed, and a minute later, the other two stopped as well, and the plane ran out of fuel and crashed on Long Island at 9:34 p.m.

When investigators examined the tapes in the cockpit and talked to the controllers involved, they found that a communication breakdown was the cause of the tragedy.Why is a simple message neither clearly conveyed nor adequately received?Let's take a closer look at this event. First, the pilots kept saying they were "low on fuel," a phrase traffic controllers told investigators often used by pilots.When delayed, administrators believed each plane had fuel problems.But if a pilot issues a "fuel critical" call, the administrators are obliged to prioritize navigating them and allowing them to land as quickly as possible.One administrator pointed out that if the pilot "signifies that the situation is critical, then all rules and procedures can be ignored, and we will guide him to land as quickly as possible."Unfortunately, the pilot of Flight 52 never said "it's an emergency," so JFK administrators never understood the real dilemma the pilot was facing.

Secondly, the tone of voice of the pilot of Flight 52 did not convey a serious message of fuel emergency to the administrator.Many controllers are trained to pick up the slightest inflection in a pilot's voice in a variety of situations.Although the crew of Flight 52 expressed great apprehension about the fuel problem among themselves, the tone of their message to JFK was calm and professional. Finally, the culture and traditions of pilots and the authority of the airport also made the pilots of Flight 52 reluctant to declare an emergency.After formally reporting an emergency, pilots are required to write extensive paper reports.In addition, the Federal Flight Administration can suspend pilots' licenses if they are found to be negligent in calculating how much fuel they need during a flight.These negative factors greatly hindered the pilot to issue an emergency call.In this case, the pilot's professional skills and sense of honor can even bet on the lives of more than 70 people on board.

Effective communication does not happen overnight.The following skills can help improve communication skills, solve communication problems, and make every communication productive. One way to bridge the gap between the two parties' expectations is to enter into a performance agreement.A performance agreement signed between an employee and a company allows both parties to clarify each other's expectations and requirements, helps design goals that are mutually achievable, and regularly evaluates the agreement to ensure that the goals and requirements of both parties can be achieved. Another way is to clearly state your expectations.In this way, the other party has the responsibility to explain to you whether it can meet your expectations.This practice allows you to make effective adjustments to your expectations as needed, pre-empting possible hurt and disappointment.

Communication between people is full of variables (such as your own and others' talking and listening styles, etc.), so it can be complex and challenging.Putting yourself in your shoes is a key element of successful communication. Listen, but don't get caught up in other people's emotions.When others have difficulties, you should put yourself in their shoes and understand them, but you should not be swayed by such emotions.You have to save some energy for yourself to do your own thing.Remember, don't be a sponge and absorb everything. Sometimes, telling the truth does hurt.But honesty ultimately increases the chances of a strong, long-lasting relationship.Therefore, honesty is very important.If something is bothering you, try to speak up as directly as possible, before a small matter becomes bigger and more difficult to deal with.

When all else fails, confrontation is the only way.This is also an opportunity to balance all parties and straighten things out.If you don't want to confront it head-on, don't run away because of fear, but be confident.Of course, sometimes, it may be wise to avoid it with excuses. Mistakes in communication that disappoint or hurt you don't take it to heart.May wish to ask yourself, do you want to carry this burden?What can I get from it?Once you have done your best to clarify the mistakes in communication, you must be proud of your efforts and let it go.All the hard work was not in vain, and the huge stone in my heart fell to the ground, I should be happy!

Communication is a common method of management and the crux of many problems.If the communication is done well, it will help you deal with interpersonal relationships, complete work tasks, and achieve performance goals to a large extent.On the contrary, if the communication is not good, many unexpected problems may arise, resulting in management confusion, inefficiency, and even employee turnover.Once you have mastered the skills of communication and can use them proficiently, you will regard work as a happy thing.Therefore, modern managers should maintain a heart of communication, let communication become your working tool, and realize working in happiness.

British management scientist L. Weld said: "A manager should have many abilities, but the most basic ability is effective communication." An experienced manager and an efficient manager must be an excellent communicator. They know that the main way to exert leadership and influence is interpersonal communication and interaction. Niles, Ohio is home to RMI, a subsidiary of U.S. Steel and National Distiller, which manufactures a variety of titanium products.For years, the company has been working inefficiently and without productivity. Since Big Jim?That changed when Daniel came here as general manager.Big Jim didn't have any special management methods, he just posted the following slogans all over the factory.

"If you see a person without a smile, give him yours." These signs are all signed with the name "Big Jim" underneath. The company also has a special factory emblem: a smiling face.This smiling face is painted on office supplies, on the gate of the factory, on the boards in the factory, and even on the hard hats of employees.It's what Americans call "The Smile of Ohio." The Wall Street Journal calls it "Straight Whiskey—A Mixture of Tender Whiskeys, Exchanges of Feelings, and Full Smiles." Big Jim himself was always beaming.He asked people for advice and greeted employees by name, and he could name all 2,000 employees in the factory.He also brought the union president to the meeting to let him know what the factory's plans were. As a result, it took only 3 years, and the factory did not increase the investment by 1 cent, but the productivity increased by nearly 8%. Here, a smiling face, calling employees by name, asking for opinions, and asking the chairman of the labor union to attend the meeting have all become effective means of communication, and have produced good results, and the company has also achieved amazing changes. Communication is first of all an attitude. When you pay attention to communication, you will condescend to do everything possible to find the corresponding communication methods, communicate with subordinates and employees sincerely and considerately, reach consensus, and form a joint force for development. Sam Walton, the former president of Wal-Mart in the United States, said: "If you have to condense the Wal-Mart management system into one thought, it is communication. Because it is one of the real keys to our success. We communicate in many ways, From Saturday morning meetings to extremely simple phone conversations to satellite systems. The need for good communication in such a large company cannot be overemphasized." This is indeed the case. Sam Walton insists on maintaining communication with employees. For this reason, he often conducts irregular inspections of Wal-Mart stores.This made him a much-loved boss, and it also gave him a wealth of first-hand information.On the one hand, he discovered problems through communication, and at the same time, he took the opportunity to discover talents and let them do the right things.Therefore, it often happens that he calls the executive deputy general manager of the business and says: "Let someone manage a store, he is competent." If the business manager expresses some doubts about the person's experience and other aspects, he will He would say, "Give him a store and let's see how he does it." Because he has already understood the ability of this person in communication. Communication is the concentration of management, which shows the importance of communication to management.The formulation of strategic plans cannot be separated from communication, the implementation of operational plans cannot be separated from communication, and the selection and appointment of talents cannot be separated from communication. When there is a team and management, communication is necessary. Only communication can reduce friction, resolve conflicts, eliminate misunderstandings, avoid conflicts, and bring out the best performance of the team and management. During the Spring and Autumn Period and the Warring States Period, Gengzhu was the proud student of a great master Mozi, but he was always scolded by Mozi.Once, Mozi scolded Gengzhu again, and Gengzhu felt very wronged, because Gengzhu was recognized as the best among many disciples, but he was often criticized by Mozi, which made him very embarrassed.One day, Gengzhu asked Mozi angrily: "Teacher, among so many students, am I so bad that I have to be scolded by you all the time?" Now I’m going to the Taihang Mountains, in your opinion, should I use a good horse to pull the cart, or an old ox?” Geng Zhu replied: “No matter how stupid a person is, he knows to use a good horse to pull the cart.” Mozi asked again. Ask: "Then, why not use an old cow?" Geng Zhu replied: "The reason is very simple, because a good horse is enough to carry heavy responsibilities and is worth driving." Mozi said: "Your answer is not wrong at all, the reason why I often I scold you only because you are able to take on heavy responsibilities, and it is worth my teaching and correcting you again and again." This story gives us a profound inspiration: First, communication is two-way.Managers must not only open up top-down communication channels, but also open up bottom-up communication channels, so that communication can be carried out in both directions, so that communication can be truly smooth and good results can be achieved.In the story, Gengzhu did not take passive resistance or even go far away when he felt deeply unfair, but took the initiative to communicate with Mozi.And Mozi did not shirk at all, and actively cooperated with Gengzhu's communication. Both of them opened up their hearts and said what was in their hearts, thus eliminating unnecessary misunderstandings between the master and the apprentice, and deepening the mutual relationship. Secondly, the enterprise should have a good communication culture, and attach importance to communication from top to bottom.If an enterprise does not pay attention to communication management, and everyone treats communication negatively, it will lead to the formation of a "don't care" corporate culture in the long run.Employees don't care about anything, they don't look for leaders, and they don't try to eliminate their dissatisfaction; managers don't care about anything, they don't take the initiative to find and solve problems.Such an enterprise has no cohesion at all. Konosuke Matsushita said: "Enterprise management used to be communication, now it is communication, and in the future it will be communication." Xiaohong is going to attend the elementary school graduation ceremony tomorrow, so he has to be more energetic to keep this good time in his memory, so he happily went to the street to buy a pair of trousers, but unfortunately the trousers were two inches longer.During dinner, taking advantage of the presence of grandma, mother and sister, Xiaohong talked about the two-inch length of his trousers, but no one responded at the dinner table.After the meal, everyone was busy with their own affairs, and this matter was not brought up again. My mother slept late, and before going to bed, she remembered that the pants her son would wear tomorrow were two inches longer, so she quietly cut and folded the pants by herself and put them back in their original place.In the middle of the night, there was a strong wind, and the window slammed shut, waking up my elder sister. The elder sister suddenly realized that her younger brother’s pants were two inches long, and she was the youngest, so she had to do everything by herself, so she got up in a cloak and cleaned up the pants before falling asleep peacefully. .The grandmother felt light, and woke up early every morning to make breakfast for her little grandson to go to school. When the water was not boiling, she also remembered that her grandson's pants were two inches long, and immediately cut the mess with a knife.In the end, Xiaohong had to wear short four-inch pants to attend the graduation ceremony. Communication is the foundation of management and a bridge between people.Only when there is communication can there be understanding.Communication is to managers what water is to fish and air is to birds. Communication enables members of the enterprise to cooperate sincerely in their work without gaps, and become the most creative and dynamic organization. The basic task of communication is to "win trust with sincerity" and increase mutual trust. Whether it is a manager or an employee, everyone should be like a mirror. Any dissatisfaction and doubts should be communicated in a timely manner, so that mutual trust can be achieved.A trusting group is rock-solid, able to pull together no matter what the odds are. Managers of many companies, as long as there are differences of opinion or conflicts within the company, they will always attribute the reason to "lack of communication".Lack of communication, of course, is the reason, but what is the reason for the lack of communication?Some people say that it is mainly a problem of communication skills; others say that it is a problem of values, while psychologists believe that sincerity is the basis of effective communication. What is effective communication?Some people say that letting employees accept the company's decision is effective communication.Otherwise it is invalid.However, almost all people are willing to persuade others in communication rather than being persuaded by others.In management, many managers regard "communication" as a synonym for "persuasion". Therefore, the problem of "oral dissatisfaction" often appears in communication.The effect of communication is divided into four categories: one is convinced orally;Of course, every manager hopes to achieve a "convincing" communication effect.However, if you use the mentality of "persuasion" to communicate, you will often end up with an "unconvinced" ending.Communication is communication, communication is not persuasion. The basic task of communication is to enhance mutual trust relationship.Just imagine, if the two parties in the communication have mutual doubts and even hostility, even if one party says the truth, the other party will think it is a fallacy.There is an old saying in the past, what the enemy supports, we oppose; what the enemy opposes, we support.This sentence expresses an important phenomenon that is easily overlooked by us: right and wrong, right and wrong, are often determined by the state of the relationship.Criticism happens from time to time in management.Same mistake, when the criticized trusts the critic, the criticized appreciates the criticism.On the contrary, the person being criticized must resent the criticism.Criticism without trust is the curse of management.Where does the trust relationship come from?Come from communication.Communication can enhance trust, but not all communication can enhance trust. Effective communication must be based on sincerity.Otherwise, abandoning the root and chasing the end will backfire.If everyone in an enterprise treats others with sincerity, an atmosphere of trust will fill the entire enterprise. A leader once said: "To reason with people, people must nod in their hearts." Therefore, when communicating with employees, managers must be sincere, persuasive, guide step by step, and discuss patiently, so that employees can "nod in their hearts." Mohist thought advocates "upholding the same", that is, "sympathizing with each other".The ultimate goal is to unify the different opinions of an organization to form shared values.In order to achieve this goal, the premise lies in the full communication between superiors and subordinates. Mozi pointed out: "Leaders manage political affairs. Those who grasp the facts below will be governed, and those who do not grasp the facts below will cause chaos." Wang Fu, a scholar in the Eastern Han Dynasty, further developed the idea of ​​"sympathy from top to bottom", and put forward the famous saying "listening to one side will bring clarity, partial belief will lead to darkness". Apple once faced operational difficulties and needed to adjust its direction.At the time, the board had brought in a new chief executive officer (CEO) known for his strategic vision.When the CEO first came to the company, he told all employees: "Don't worry, the situation of this company is much better than those companies I saved from the ghost gate before. Give me a hundred days, and I will tell you the way out of the company. where." However, during these 100 days, he only designed the company's "strategic plan" with the core team he brought, and never listened to the voices of the majority of employees.A hundred days later, he really launched a new strategic plan, but the employees of the company neither understood nor supported the plan, and his own reputation began to decline because the employees thought that although he was capable, he was arrogant and didn't care about it. What employees think, so employees are not really convinced by him, nor motivated to implement the strategic plan he proposed. Half a year later, the company's performance continued to decline, and the CEO held an all-staff meeting.Instead of looking for reasons from himself, he pointed to all the employees on the stage and said: "You let me down very much. Everyone did not work hard to implement my plan. From now on, I will never allow you to make similar mistakes again." As a result, this time After the convention, he lost the support of most of his staff and was fired by the board shortly after. Later, someone commented on him: "He thought he could use wisdom and experience to change everything in the company. After he made a strategic decision, he immediately started to implement it, but he didn't spend time seeking the support of all employees. In fact, his strategic plan is not without Makes sense, but the way he's doing things is just plain wrong — he's not a good leader who listens and understands." Communication must listen to the "heart".In a large enterprise, if the leaders do not listen carefully to the voices of employees, they will not be able to show respect for employees, and sometimes it will lead to disastrous consequences. Conversation is the most commonly used and effective means of communication, and "being able to listen" is more important than "being able to speak" in a conversation.In fact, the protagonist of communication is not language, but people and people, heart and heart. Jack Welch said: "True communication requires a long period of you looking at me and I looking at you, which means listening more and speaking less...that is, human beings finally understand through the process of continuous communication aimed at reaching consensus. and accept things." Therefore, the managers and employees of the enterprise should achieve emotional communication through information exchange, and achieve heart-to-heart communication through communication.