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Communicator:
A leader understands that honesty is not the same thing as
full-disclosure. It is important to give staff as much information
as possible in order to avoid speculation and gossip, but some
things need to remain confidential. A leader must differentiate
between information he or she wants to give, and information that
other people need to receive in order to function effectively. Staff
members need to feel that they can always go to their boss, manager
or leader with questions, and will receive honest answers. Sometimes
that answer is: "I can't say anything more about that right
now, but I promise to give you any further information as soon as I
am able to provide it." If people feel that their leader is
unapproachable, or that their questions will be brushed off, it can
result in the rapid spread of inaccurate information and
uncontrolled rumours among members. Far better to have the leader
disseminate the truth!
Commander:
A leader needs to have a plan of action before communicating
problems to staff. They can handle the "bad news" in a
more positive way, when they know that the leader has a plan to
minimize the negative effects as far as possible. Successful leaders
display confidence that there is a solution, even when they don't
yet know what that solution is! Often, a leader needs some time to
begin to work through the crisis alone before facing the group.
There is nothing wrong with this, as long as the group knows that
their commander is not hiding, but developing a strategy and
planning a course of action.
Comforter:
A true leader conveys confidence that the challenges of the crisis
will be met; that something positive will rise out of the ashes of a
negative situation. The most effective leaders find a way to set
aside their own emotional responses, and be somewhat
"parental" with staff. There are certainly times when
leaders are frightened, but the place to share those feelings is up
the chain of command or with close friends, not with staff whose
welfare is their direct responsibility.
Coach:
After communicating the situation, showing they have a plan and
comforting those under them, it is time for leaders to take on the
role of a coach who encourages the players to get back in the game!
As tempting as it may be for all affected to dwell on the situation
and complain, effective leaders provide the inspiration and
motivation for the team to face the crisis and work through it as a
united community!
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