WATCH YOUR LANGUAGE

· Avoid loading your speech with metaphors that make your speech obscure and violent.
· Too many metaphors, drawn from sports and war, might make you sound divisive and reflect a self-centred personality.
· Opt for clear, positive language and straightforward sincerity to foster understanding among your group members.

BE AN ACTIVE LISTENER

· Concentrate on the speaker’s message and resist distractions.
· Keep an open mind and try to accept new ideas.
· Do not tune out if you disagree.

MANAGE CONFLICT

· Identify and involve major stakeholders and hold one-on-one or very small group discussions early to vent anger.
· Set ground rules that create an “attack-free” ambience for dialogue.
· Do not force a resolution; it is okay to agree to disagree.

RESPOND, DON’T REACT

· Reflect on your “hot buttons” and identify a keep-calm strategy.
· Remember you are the leader - you set the tone for what is appropriate in the organisation.

GIVE FEEDBACK

· Do not soften feedback to avoid confrontation. Your employees will never be great at their jobs unless you
  do a great job of giving them feedback.
· Remember that human nature has not changed the way work has - few of us like listening to our
  shortcomings. Hence support your statement with evidence.
· Do not forget the power of positive feedback.

INVITE PARTICIPATION

· Hold meetings that include employees from different verticals and involve everyone.
· Encourage employees to send emails with their ideas and respond to all queries.
· Have a “graffiti wall” where employees and leaders can exchange concerns and ideas. This will
  ensure the top-down/bottom-up information flow.