Noted philosopher, author, and mentor, Dr. Peter Koestenbaum, amplifies Heidegger's statement by suggesting that everything exists in language. Without language there is nothing (Do You Have the Will to Lead, 2002, 18 minutes into the program material). Therefore, the words that a leader chooses are fateful. In Koestenbaum's view, a leader who wants to change the culture of an organization must start by changing the language. (The Philosophic Consultant, 2003, P. 87-88)
Although this can be a monumental task, it can be done. When Dee Hock, the person responsible for the creation of what we now know as the Visa Credit Card system, was trying to establish what he called "an equitable international credit system", conflict and confusion reigned supreme. Representatives from countries that were traditional enemies were expected to work together. Religious, cultural, and class differences were constantly boiling just below the surface. Open and direct communication was not part of the international culture.
In his book Birth of the Chaordic Age, Hock notes "Rarely was a person referred to by name. The language suggested object or thing, not person. " But, as the leader of the effort, Hock began to casually, "... and, without suggesting that anything was amiss," change this conversation by always responding with the person's name, and gently questioning the characterization. As he changed the language related to personal relationships, the tenor of the language used by others changed. The words that Hock used were fateful - he nudged the organization into a culture that recognized its members as people, not a race, class, or nationality. (Birth of the Chaordic Age, Dee Hock, 1999, P. 234)
The language we use exposes our customs, traditions, norms, espoused and hidden values, rules of the game, skills, competencies, habits, and more. To use the terms of Koestenbaum's Leadership Diamond, the language we use exposes our Vision, Ethics, Reality, Courage, Polarities (and how we mange them), and our desire to achieve Greatness.
One of the great challenges for a leader is to consciously choose the right words, to create what Dr. Koestenbaum calls "an envelope of language", to construct the House of Being that surrounds the successful organization. Your challenge is to be purposeful in your choice of words, and the time to use them. This requires deliberate thought, planning, tenacity, and dedication to the desired outcome.
The goal is not to ignore the things that need to be addressed by simply using positive language. Denying the reality of our current situation does not help or change the organization.
The goal is to use opportunities to communicate, as Dee Hock did, address what needs to be changed, and to shift the course of the organization toward what we are trying to create as a result of our effort.
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For more about language and its role in leadership see the earlier blog entry A Leader's Power.
I agree with the thesis. More examples would make the point more powerfully.
ReplyDeleteThank you, Jim.
ReplyDeleteA leader also needs to maintain conviction while mentoring that same quality in other team members. I have three considerations to suggest how to do that:
1) Say what you do
2) Do what you say
3) No excuses
Don
Hello Robin and Don - Thanks for the suggestions and additions.
ReplyDeleteRobin, I agree. I will look for some additional examples. If you have any suggestions, please pass them along. I appreciate any examples you might have from you experience in this business.
Interesting post, Jim. This is even a greater challenge when you consider the amount of communication that takes place via email. Choosing our words carefully becomes more important when the recipient is unable to see our body language and facial expressions and hear our inflection. Critical conversations can quickly go sideways via email because meanings are even more easily misinterpreted.
ReplyDeleteThanks for coming to our class to share with us.
Leaders are now confronted with the challenge of not just choosing the right words but in also choosing the right social media. Jessica identified the complexities with effective communication via email that can be further applied to all forms of social media. This BLOG is representative of changes in communication that leaders need to fully understand and be comfortable with. We assume individuals have an understanding of the rules with social media and this assumption is what gets organizations in trouble.
ReplyDeleteI beleive that the importance of a person's specific language is often most important in stressful times or conversations involving conflict. When undesired (by the recipiant) communications are being made, the tact, direction, and specific words a person uses, can make or break the communication. I have seen examples where the words used to introduce people have been poorly chosen and as a result the entire reason for the communication gets derailed. This post is a good reminder to take a breath, think about what you want to say,and how it will be received, before you open your mouth (or type an email).
ReplyDeleteI think that one of the concepts that is often overlooked when people are trying to make changes in an organization is the “dedication to the desired outcome” that is mentioned in the posting. The language that you use is critical for imparting your message and changing the culture of an organization. However, you have to pay attention to your delivery as well. You can’t just say something once or twice and expect it to take hold. You have to understand your audience and be consistent, choosing your language carefully and repeating your message often and to as many people as possible. As leaders, we need to pay attention to our desired outcome and make sure that we tailor our delivery methods to optimize the achievement of our goals. If you want to reach the entire organization, assuming that the trickle-down method will get your message disseminated accurately and adequately could be a costly mistake. Changing the language that you use with your direct reports will affect some change, and lay the groundwork for a shift in organizational culture. But meeting with or speaking to a wider group of people in the organization might do more to ensure widespread understanding and acceptance. Those in leadership positions sometimes don’t realize how people at all levels of the organization look to them for guidance and to set the tone and culture for the organization, and they may spend the majority of the time communicating with only a select group at high levels of the organization, when they could really have an impact just by getting out into the organization and letting people know directly what they expect. Hearing the message directly from the source can be motivating, can make people identify more with the goals of an organization, and can also minimize the chance that the language that you choose will be changed by others (or misunderstood) along the way.
ReplyDeleteThe ease of using e-mail or another electronic media may appear to save time initially but can be misconstrued, taken out of context,with subtleties and intonation lost. This can backfire and cause a lot of collateral damage. What may appear to be a quick form of communication can necessitate having to go back and communicate the message a second time or clarify the orginal message.
ReplyDeleteI agree that those in leadership positions sometimes need to get out into the organization and speak to people, allow for an exchange of information and a chance to ask questions.
We have seen some examples of this at the Quarterly Management Meetings, Brown-Bag lunch series as well as others. Hearing the message and the source can be a motivator with the take-home perception that if the CEO/Manager/Leader etc... is relaying the message, it must be important.
Words are a powerful expression and it is definitely important to have clear and open communication. However, I am also a firm believer of leading by example. For the longest time, I have always been amazed by the song “Classical Gas” by Mason Williams. The song has no lyrics, but you can feel the journey and emotion that the music takes. You can sense how the guitar is leading the rest of the band in the orchestra on a journey for the audience. I think the song can be very inspiring. Like a song without words, I often feel that words are important, but actions are far more reaching than any group of words. Although I believe open and clear communication is important for any organization, I believe that candor is supplanted with one’s desire to avoid conflict, desire to do what is politically popular, or concern for legal ramifications.
ReplyDeleteAs leaders, we all have the responsibility to inspire a shared vision. This task is difficult in the best of circumstances and no easier in less than ideal conditions. The most common way to inspire is by word of mouth. Consistent praise for individual and group accomplishments. Direct acknowledgment of failure is just as important, provided the right words are used. The language we choose is vital to insure the message is received as it was intended by the sender. We must remember that our actions are a direct reflection of what we say. Therefore our actions are a part of the language we try to use to inspire. Actions almost always speak louder than the words that accompany them. I agree with Don in this vein. I also agree with Stephanie. When we use e-mail as a primary form of communication, our words must be chosen with the utmost care. Depending on who you want to believe communication is 85%-95% non-verbal. In the absence of this input, one is often left to wonder, and therefore create assumptions of intent and intonation.
ReplyDeleteNot only are the language and words that we chose important, but the way that those words are communicated is maybe even more critical. How do you communicate a message to an audience where each person has a unique personality style that is dependent on a persons thinking and feeling style and the way that person interacts with the world in either an introverted or extroverted manner? We cannot use a "one-size fits all" type of communication and expect to reach our audience. This creates a dilema for the leader because even if the languange/words are carefully chosen, the message will be interpreted differently by each unique individual.
ReplyDeleteI've come to realize over the years of my career that one of the most critical elements of a successful organization (or relationship) is communication. A person can be technically skilled, but if they can't communicate effectively, they can become a hinderance to the organization or relationship. An effective leader must be able to communicate well; with words, be able to clearly provide direction, express objectives, and inspire/persuade others to follow those directions and objectives. It takes only one poorly chosen word or phrase for a leader to loose support and respect.
ReplyDeleteI've worked with leaders who were highly skilled in using the right language. As a result they earned my respect, trust, and loyalty, and inspired me to grow professionally and individually.
I've also worked with leaders who were not so highly skilled in using the right language. As a result, I was not inspired to follow their lead, and felt a sense of disappointment and distrust in their leadership abilities.
When I think about the people I've known who are good leaders, I can see that what differentiates them from poor leaders is how they communicate. The good leaders in my life spoke with passion, confidence, respect, and empathy, were generous with their praise and recognition for good work, and conveyed a positive and supportive attitude.
Jennifer's philosophy - Language is a tool; use it well and you can build and achieve many great things, use it poorly and what you build will have many flaws that will require continuous repair. :o)
"Language defines who we are and how we see the world. More than a string of words woven together to express meaning and intent ,language has the power to shape culture,end dynasties,coordinate the creation of wonders and alter tthe course of history.It is the culmination of how we understand and interpret ourselves. As such language itself is art."
ReplyDeleteThis was the opening comment to a booklet prepared as a handout for the CSOFT annual summit held in Shanghai, China, last month. The theme of the summit was "The Power of Language". CSOFT is an international company based in Shanghai that provides software that translates written material into various languages. This "localization" of a language is done using complicated software programs. (Think creating a mechanics manual for a Catapilar tractor to be used by mechanics in the 50 different countries in which Catapilar tractors are sold.)
I could not help think how important it is to "localize" the language we use in an organization in order to communicate more effectively. Each department or group in an organization has developed a vernacular unique to its mission and culture. The challenge is to find the commonalities of those languages and as Hoch advised, realize that members of the different groups in an organization should not be defined by race,class or nationality,but recognized as people.
CSOFT may have programmed software to bridge the language gap. However, for the translation to be successful the elements of race,class or nationality inherent in any language must be managed and be more than a "string of words"
Will Foss
In my experience, the tone of what is said has just as much weight, if not more, on the interpretation of what is being said as the words being used. In the Visa Credit Card system example, I wonder if it was the change in language that caused the tenor of the language used by others to change, or was respect, compassion, and open communication introduced and language was merely the vehicle for communicating those things. Was the success of Dee Hock in creating a new culture due to his use of words or due to using his leadership role to show everyone the respect that he expected them to show each other? Perhaps the success was due to Mr. Hock’s actions over time. As others have noted, actions speak louder than words.
ReplyDeleteI think the most striking recount from Hock’s book about changing the culture of a company is not only the speaking of names (i.e. words) but the unspoken change in culture of recognizing its members. Recognizing individuals and individuality in such a way as to show that the process or change occurring is a group effort and the buy-in from the majority will benefit the majority is important. It shows that people, individuals in the group or organization, are important to the leader’s vision. It’s not only the spoken words that must be carefully chosen but, as a few other bloggers have pointed out, also to whom the leader is speaking. Actions and words only being seen or heard by the top few may not inspire or motivate the majority toward the change.
ReplyDeleteNice post Jim! It makes you think about the basic words you use in your everyday activities. The old saying, "sticks and stones can break my bones, but words can never hurt me" is wrong. Poorly chosen words can kill enthusiasm, impact self-esteem, lower expectations and hold people back. Well chosen ones can motivate, offer hope, create vision, impact thinking and alter results. Words can carry an emotional, threatening or compassionate messages when spoke or written. They can also create impressions, images and expectations.
ReplyDeleteJessica writes about the importance of words “when the recipient is unable to see our body language.” However, when you’re speaking to someone in person, your body language can very easily change the meaning of the words you speak. We communicate at much or more through body than with words. Choose your words carefully; they are very difficult to take back. So, user-beware. A good leader, a strong organization and an effective employee share many of the same communication skills.
I learned in twenty five years in management that my words have the power to lead, motivate, influence, hurt and provide compassion to my peers and subordinates. I try to choose words carefully, whether it’s walking down the hall, writing an email or presenting something to a small or large group. If you want to succeed at work or at home, learn to harness your word power to work for, not against you; select words that create a visual of the desired outcome; and choose each word as if it mattered.
I agree with Hock suggestion that using someone’s name is a simply and effective way to open productive dialogue with someone. And like Ray mentioned in class, it is more important to participate in active listening (two ears), than active communication (one mouth).
I believe that Dr. Koestenbaum "envelope of language" also pertains to the internal as well as external construct of the House of Being. Your internal communications eventually becomes external in your words or non-verbal actions.
Leadership does have a language. I fully agree, “Without language there is nothing”. The words used can make any issue an opportunity or and obstacle. A leader needs to choose his or her words carefully. But it’s not just the words. It’s how they are delivered. Body language I think is even more important than the language. Some mentioned in class that good leaders are good actors. I have seen people create negative situation without saying a word. This becomes even more critical with personless communication. An email with a title line with all capital letters can feel like a screaming command. The same word used in lower case letters can convey a much softer message. As we switch our communication from in-person to personless it becomes even more critical what words we use and how we use them.
ReplyDeleteFrom Mike Davis...
ReplyDeleteMy favorite part of the post is, “One of the great challenges for a leader is to consciously choose the right words.”
I believe it is extremely important for the formal and informal leader to understand how LOUD their voice can be. A leader can unintentionally derail an organization if they choose inappropriate language or they do not consider how loud their voice can be. Hopefully the derailment is only momentary. A good leader will gather feedback on the messages they have sent, through follow-up, monitoring organizational performance and introspection.
Today a leaders voice is carried in a variety of mediums that can be problematic leading to misstatements and misunderstandings by the sender and receiver. The choice of medium can be as important as the choice of words.
Leaders must choose their words carefully because a simple comment, aggressive statement, or lack of communication can impact an organization greatly in either a positive of negative way.
Quite a provoking post! It appears that Koestenbaum would argue that the words one uses are just as important (if not more important), than other aspects of communication that my colleagues have mentioned (i.e. intonation, body language, media types). The post does not downplay the importance of such aspects, but instead, emphasizes the importance of choosing words, deliberately and thoughtfully in order to achieve great leadership. While I do agree with my colleagues that tone, body language and media choices are important to consider, I also agree with Koestenbaum and Elliott in that significant recognition should be granted to the importance of “consciously choos[ing] the right words.”
ReplyDeleteThe ability for a leader to inspire change lies in creating a culture that embraces the direction to achieve shared goals and objectives. This requires that the goals and objectives are disseminated throughout the organization and communicated clearly, consistently and consciously.
As mentioned in many of the previous posts, I truly believe that communication is a vital and necessary skill for an effective leader. People tend to follow leaders that are open, honest, trustworthy and competent; but if you can’t convey your message clearly than things can be lost in translation and doubts can begin to fester. Although I agree with most of the previous posts regarding the importance of tone and body language, I also truly believe that knowing your audience/staff and how to effectively communicate to different personality types is the most important skill. The truly effective leaders can convey the exact same message to different people in different ways, just by choosing the correct words. You have to understand who you are talking to and choose your words based on how they are likely to react in order to properly motivate them. Great leaders have to have the ability to change language styles to effectively manage and motivate their team. The line that stood out to me was the following:
ReplyDelete“One of the great challenges for a leader is to consciously choose the right words…to create an envelope of language.”
Truly great leaders have this skill and can effectively utilize it.
Dan King
This blog post brings to mind the Appreciative Inquiry exercise we did at the City of Carlsbad several years ago regarding "work life balance". Just by the simple, deliberate framing of questions in a positive manner, the ideas that were generated were much more substantial than what we would have received if we conducted a traditional survey. The process of collecting the information was also pleasant, because the use of positive language encouraged positive emotions. I believe putting the interviewees in a positive frame of mind made then more creative and open. Words can be very "loaded" in an emotional sense. How a person "feels" when they are receiving a message often determines their interpretation of the message.
ReplyDeleteThe following is from Mike Kennedy...
ReplyDeleteAugust 25, 2010
The following quote is by Washington Irvine: “The tongue is the only instrument that gets sharper
with use”. I believe the message in this quote is that our vocabulary expands with life experiences and
increased education. Words (especially big ones) can be perceived differently by individuals based upon
their culture, background and educational accomplishments. This can lead to misinterpreting the intent
of the message. Additionally, I feel that we think about and edit what we say prior to sending an email.
Conversely, during face to face conversation, sometimes we tend to speak prior to thinking especially
when the topic is emotional.
Words are certainly an important means expression but are the fundamental tools of change. Whether spoken, written, signed or typed affective communication is of the up most importance within our society. However, what is alarming to me these days is the emphasis of these new modern means of communication and the de-emphasis of the oral communication. As many of my peers have pointed, much time and thought is put into tactfully drafting memos or sending an email to ensure the message is correctly communicated. Would it not sometimes be just as easy, if not easier, to make a phone call or even walk down the hall and have a conversation?
ReplyDeleteI still see verbal communication as being relevant in these days of texts, blogs and emails because of its ability to elicit a response. If you look at the great leaders of the modern era (Gandhi, King, Chavez) they all drew their strength from their ability to speak to their followers. One can only imagine how successful Dr. Martin Luther King Jr. had released his famous I have a dream as an email.
I'm humbled by the many intelligent posts of my cohort members, especially as I'm likely last to contribute. Though Jim's message is relatively short, it's like an onion, in that there are so many layers of understanding and introspection inspired by those ideas. I found each post making me think and analyze my own opinions in different ways. Bonus therapy!
ReplyDeleteLanguage and communication are under the power of, and the responsibility of all of us, especially in our roles as leaders. The outgoing message from us, no matter how we may get to control the delivery, has two other pieces of information attached and being considered by the listener. One is your position in the organization. We talk of flat table and may actually at times be able put that into complete operation, but by human social nature, the communicator's position in the organization is never forgotten completely. There's really not much the communicator can do about it.
The other piece of information connected to the message is the communicator's reputation and measure of authenticity. Unless this is the absolute first meeting, a listener is comparing this message with previous communications, behaviors, opinions and impressions of the communicator. The message and the way it's communicated will have little sway over a listener who does not believe the communicator is honest, credible and authentic. The communicator does have some control over this, before the message begins, just by having an awareness of and a high regard for his/her organizational reputation. In a sense we're informally evaluated by the rest of the organization every day of our career.
In e-mails, writen messages or any other prepared communication, I think it is best to listen to yourself as if you were someone else in the organization. Be aware of the context of the organization's environment and how the communication falls in with prior communications. Especially for important organizational messages, if you have the chance to re-read or re-play the message before it goes out--do so as much as needed. Once it's sent, it's gone, and you've set a communication "picket" that may limit the range of where you may take the organization with the next message.
Oral, spontaneous communication is a true test. Your mouth and mind MUST be in synch and in the moment, always remembering your role in the organization (think BP's chief's comments about getting his life back).
Language, manner and language conventions can also say a tremendous amount about the relationship. The listener is always measuring the communicator and his message for the respect level being paid to the esteem, intelligence and capability of the listener. The communicator should never neglect an opportunity to show respect to colleagues and others in the organization, no matter what the message.
Rich Vance
"One of the great challenges for a leader is to consciously choose the right words"
ReplyDeleteWords. They can cut like a knife. Once they fall off the lips there is no way to bring them back. The damage is done. Who ever made up the saying, “sticks and stones can break my bones but words can never hurt me” must have lived in a fantasy world.
The truth is that we all have been hurt by words. Especially from those we love and respect the most. Words can pierce the very soul and cause great pain.
Some of us can be very opinionated. Sometimes we get carried away end up with a mouth full of leather (that would be a shoe!). We tend to be very passionate about matters and as we are sometimes reminded, “It’s not the message, it is the delivery”. It is then that we realize that even though we might have a valid point, the truth of the matter is that we did not choose our words carefully.
Words matter. This is true in the case of those who tend to have a sense of humor. Humor can be very dangerous. If not tempered it can backfire on you. Remember, not everyone has “your” sense of humor.
Communicate sensibly and sensitively.
"Choose your words carefully, they could be your last as king” the epic quote from the movie 300.
Hello all!
ReplyDeleteIt is great to read all the posts up to this point.
I agree with several of my classmates that the term “language” used by Heidegger should be considered in the broadest sense. Language is obviously the spoken word but it is also body language (Thanks Eva). Communication is like a three-legged stool. All legs are important. The non-verbal component of communication (55% of the message according to research) is the body language, etc is one leg. The voice tone and inflection (38%) and the words (7%) are the two others (Thanks Sean). When we use only the written word to communicate, we eliminate body language and increase the value of the words selected.
I may be wrong but I know of no leader that led by words alone. Even the words of the bible come to life through the preacher. Christine’s reference to Dee Hock’s presence and manner during negotiations is right on target. He chose not only the right things to say but how, when, and to whom to say it. A leader’s message needs to be consistent between body language and/or actions and the words used to convey the thought. A great example of this is the Kennedy /Nixon debates. As you may remember, those who only listened to the debates thought Nixon did better. Those who watched thought otherwise. Thanks, Ed S.