The amount of trust the leader has in the group to act in a responsible and mature manner.

The objectives the leader wants to accomplish.

The ethics or values of the leader.
  

Effective Listening

Listening Principles

1. Listing is an active process which demands constant concentration. You cannot be a lazy or part-time listener and hope to be an effective listener.
     
2. Do not make prior judgments as to the importance of the message being transmitted. if you fail to recognize the importance of the message, you may have the tendency to disregard the content.
     
3. If you cannot hear the speaker clearly, correct the situation or else the time will be wasted for all concerned.
     
4. A reason or purpose for listening enhances listening effectiveness. You listen more intently to what you are interested in than what is important to you.
     
5. A person should listen to the complete message and determine the meaning rather than making a snap judgment before the message is completed.
     
6. A good listener must ignore distractions and concentrate on the message. You have to tune-out everything that is irrelevant to the message.
     
7. Don't formulate a response until the message is transmitted in its entirety. The ineffective listener will formulate his or her response before the speaker finishes, often interrupting the speaker.
     
8. Clarify the message with the sender to assure that the message is understood.
     
9. Listen not only to the words being transmitted but the essence of the message being communicated.
     
10. Listen intently to the feelings expressed by the speaker.
      
11. Make mental notes as to what was said throughout the communication process. After the message has been transmitted, you should make written notes especially for detailed or technical items.
      
12. Be aware of non-verbal cues. Remember that how a person is acting is just as important as what they are saying.
    
    

1. Confirmation
2. Clarification
      

Confirmation

For example, you are a committee chairperson responsible for planning the Health Care Community banquet at your school, and you are talking to Mary, an active HOSA member.
   

Now, assume you are president of your HOSA chapter. Your chapter is discussing criteria for selecting delegates to the National Leadership Conference. You won't have any competitors, but your chapter enthusiasm is high and many chapter members want to attend. Your chapter advisor has turned the responsibility for selecting three members to attend from your chapter over to your executive council.
   

Remember - Don't assume you understand. Confirm the message.
     

Clarification

How would you use clarification to respond to the following statement:
    

How would you respond to Jack using clarification?

_____________________________________________
_____________________________________________
_____________________________________________

Being an effective listener requires practice. HOSA leadership allows you the opportunity to practice your listening skills.

As a leader, you must motivate other HOSA members. You must gain their commitment to you and the organization. A person who feels another person is interested in their ideas and will consider those ideas, will respond positively to the listener.
  

Constructive Feedback

There are many who feel that feedback is the same as criticism and is not a positive tool. Feedback can be positive if it is used in an effective manner. Feedback lets a person know how to improve his or her performance or what's wrong with an idea.

Good feedback can correct a problem when HOSA leaders learn to give the feedback in a positive manner. Practice will help you develop your skill in providing feedback so that group members will feel like "winners". Guidelines to follow when providing feedback include:

  

1. Corrective feedback should only be offered as a means of helping improve a group member's performance or ideas. it is important that the group member perceive the leader's intent as improvement.
     
2. Constructive feedback or criticism directed toward an individual should never be given in front of other group members.
     
3. Never offer feedback in an angry or punishing way.
     
4. Feedback should include both the merits as well as the areas needing improvement in a person's performance or ideas.
     
5. Feedback, both positive and corrective, should be specific.
     
6. Constructive feedback is enhanced when the leader is an effective listener and takes time to secure the information needed to provide good feedback.
   

1. "James, I can't believe you did that. Do you realize you've ruined everything?"

2. "Jane, your committee did an excellent job in planning this morning's breakfast meeting. I'd like to suggest that you visit with me before our next meeting because I have some ideas for improving attendance at our breakfast meetings."

3. "That's a great idea for a chapter activity George. Would you consider starting the activity an hour earlier to allow our members to get home sooner in the evening?"

4. "No Karen. That just won't work."

5. "I don't know why you can't do what I ask you to do. You always do things your way and not the way I tell you to do them. Why can't you listen?"

One final note. A good leader is able to accept feedback as well as give it. If the group shares their concerns, a good leader listens and considers what the group members have to say. If the chapter or state advisor makes suggestions, the good leader listens carefully and attempts to make corrections. Remember, the good of the organization should be everyone's concern. Using feedback effectively can help an organization achieve its goals.
  

Leading Group Discussions

• You may need to transmit information to them.
   
• You may need input regarding a decision that must be made.
   
• You may want them to help you make a decision.

Group discussions demonstrate to the membership that you are interested in their ideas. When members realize their importance to you and the group, they will be more committed to the decisions that are made.

The following recommendations are provided to improve your discussion leading skills.

1. Do not dominate the group. It is easy for the leader to push his or her ideas through because of their position, but that isn't usually good for the organization.
     
2. Do not compete with members of the group. If competition exists within the group, more time is spent trying to win a personal triumph rather than sharing ideas with the group.
     
3. Be a good listener. Remember to listen for both comprehension and feelings.
     
4. Encourage the group to look at different points of view. Different points of view should be regarded as healthy and should be encouraged.
     
5. Encourage the group to submit ideas that have not been fully developed but that may stimulate additional comments.
     
6. You should always identify the group's goals at the beginning of the discussion so that everyone knows what is expected. Remember that your goal in the group discussion is to accomplish the objectives that were stated at the beginning of the discussion.
     
7. Let the group members know the time constraints of the discussion.
     
8. Always let the group know what they have accomplished. They should know that the exercise was not a lesson in futility but has made a significant contribution.
     
9. Be sure to formulate a plan of action that you will take as a result of your group's discussion.
     
10. Always express your appreciation to the group for participating in the discussion.
      
11. If appropriate, send a copy of the notes taken during the discussion to each member of the group.
      
12. Conduct an orderly meeting by using the following rules:

• Don't allow new topics to be introduced while another is being discussed.
    
• Use corrective feedback effectively.
    
• Let the group know if a particular topic is not within the purposes of the group discussion.
    
• Do not allow more than one person to talk at a time.
     

Organizational Conflict Management

Ignoring conflict is usually not helpful for an organization. Conflict is often a sign that something needs to be discussed, reconsidered, or evaluated. Ignoring conflict avoids the problem-solving process, often making the original problem even worse, or adding more problems.

When a leader notices that a conflict exists, the leader is obligated to address the problem. Attempting to resolve conflict is an attempt to view problems honestly and openly. It is also an attempt at providing an atmosphere of fairness for the organization.

How does a leader resolve organizational conflict?
   

Generally, a solution to a problem can fall into one of the following categories:
  

In order to create a win-win situation, both sides must be willing to:

1. Actively listen
     
2. Trust each other
     
3. Consider a variety of possibilities
     
4. Change

Is there always a "win-win" solution?

Sometimes, the conclusion reached is that there is no solution that will make both parties happy. In such cases, it is important that group members "agree to disagree." When that happens, it is important for group members to accept their individual differences, and understand that it is OK to occasionally disagree about a situation. As long as group members agree on the greater good and purpose of the organization and respect each other, the organization will be able to work effectively.

Now, you try it!

You want to go to a movie, but your best friend wants to go bowling!
  

Remember to. . .

1. Be reasonable and stay calm.
     
2. Be positive. Truly want to solve the conflict.
     
3. Avoid name calling of any kind - and don't get personal.
     
4. Look on the light side. Mild humor or flattery may lighten a tense situation.
     
5. Focus on doing the right things.
     

Most importantly, a leader takes responsibility to make it work. There is a moral imperative that makes a leader see right from wrong, and work toward the direction of making it right. With conflict resolution, that means figuring out what ought to happen, and then finding ways to make it happen.