Communicative Leadership - Theory, Concepts and Central Communication Behaviours

Theories, Concepts, and Central Communication Behaviors
Catrin Johansson, Vernon D Miller, Solange Hamrin
Rapport nr: 4
Oktober 2011
Communicative
Leadership

Communicative
Leadership

Theories,
Concepts,
and
Central
Communication
Behaviors

Catrin
Johansson,
Vernon
D.
Miller,
Solange
Hamrin

CORE

Communication,
Organization,
Research,
Education

DEMICOM

Department
of
Media
and
Communication

Mid
Sweden
University

2011-‐10-‐15

Författare: Catrin Johansson, Vernon D. Miller & Solange Hamrin
Titel: Communicative Leadership – Theories, Concepts, and Central Communication
Behaviors
Utgiven av: DEMICOM, Mittuniversitetet, 2011, Sundsvall
Rapportserie: nr 4
ISBN: 978-91-86694-81-4
© Författarna och Mittuniversitetet 2011
www.miun.se/demicom • www.miun.se/core

EXECUTIVE
SUMMARY

This is the first report from the research project “Communicative Leadership –
Conceptualization, Analysis and Development of Core Competence” at Mid
Sweden University. The purpose of the report is to define the concept of
Communicative Leadership, and provide an overview of research on
communication and leadership, which include central communication behaviors of
leaders.
A communicative leader is one who engages employees in dialogue, actively
shares and seeks feedback, practices participative decision-making, and is perceived
as open and involved.
Research highlights the important communication roles of top, middle, and
team leaders. Leaders’ framing of messages and events influence sensemaking
processes and actions of both leaders and employees.
Key communication behaviors of leaders are to initiate structure, facilitate,
relate and represent. Together, these behaviors lead to important features that drive
organizational performance: employee role clarity, commitment and engagement as
well as team cohesion and confidence. As a result of role clarity, employee
commitment, and engagement; communicative leadership leads to higher levels of
individual performance. As a result of unit cohesion, confidence, and effective
group processes; communicative leadership leads to higher levels of performance at
the unit level.
Eight key principles of Communicative Leadership emerge from research,
which can guide the development of leadership theory and practice within
organizations. These principles can also aid in assessments of leaders when
matched with requirements of work design and context:
1. Communicative leaders coach and enable employees to be self-
managing.
2. Communicative leaders provide structures that facilitate the work.
3. Communicative leaders set clear expectations for quality, productivity,
and professionalism.
4. Communicative leaders are approachable, respectful, and express
concern for employees.
5. Communicative leaders actively engage in problem solving, follow up
on feedback, and advocate for the unit.
6. Communicative leaders convey direction and assist others in achieving
their goals.
7. Communicative leaders actively engage in framing of messages and
events.
8. Communicative leaders enable and support sensemaking.

Communication environments in organizations and units consist of culture, climate
and systems for performance appraisal and feedback. Environments are shaped by
and influencing leader and employee communication. Leaders’ communication
behavior is also related to their individual communication awareness, acquaintance,
attitudes, and ability.
The concept of communicative leadership and research findings in this report
must be translated and adapted to each and every organizational setting. The report
may serve as a basis for further development of communicative leadership through:
dialogue and discussions, evaluations, problem solving and support related to
communication between leaders and employees. The following four recommend-
dations may serve as a roadmap for developing communicative leadership in
organizations:
1. Determine Values
2. Regularly assess Leader Communication and Communication Climates
3. Develop Coaching Systems
4. Increase collaboration between Human Resources and Communication
Units

Communicative Leadership – Theories, Concepts, and Central Communication Behaviors ⏐ 5
CONTENTS

COMMUNICATIVE LEADERSHIP.............................................................................7

Communication – at the core of leadership .....................................................................9

Conceptualizing communicative leadership.................................................................9

Aspects of communicative leadership ....................................................................... 10

Defining communicative leadership........................................................................... 12

Leadership theories ............................................................................................................13

Communication and Leadership theories.......................................................................15

From transmission to sensemaking ....................................................................... 15

Leaders’ discourse......................................................................................................... 16

Framing...................................................................................................................... 17

Sensemaking.............................................................................................................. 18

Communication of CEOs............................................................................................ 18

Communication of middle managers......................................................................... 19

Leaders’ communication behavior with teams and individuals ............................. 20

Communication Environments in Organization ..................................................... 25

Summary and recommendations......................................................................................29

Key principles of Communicative Leadership ......................................................... 30

Recommendations for practice................................................................................... 31

Appendix: Leader communication behaviors ................................................................34

Initiating Structure ........................................................................................................ 34

Facilitating Work........................................................................................................... 35

Relational Dynamics..................................................................................................... 36

Representing Employees and the Unit ...................................................................... 37

Relevant Outcomes of Leader Communication Behaviors.................................... 38

References............................................................................................................................39

Communicative leadership ⏐ 7
COMMUNICATIVE
LEADERSHIP

The concept of “Communicative Leadership” has been embraced during the
past decade by a number of Swedish organizations that value communication.
Communicative leadership refers to the way a leader communicates with her or
his employees. The general assumption is that communicative leaders are better
communicators than other leaders and managers, and that they have profound
influence on employee attitudes, well-being and performance. In these
organizations, communication of leaders is continuously evaluated, and
leadership programs to develop communication skills are developed. The
concept of “Communicative Organizations” is similarly used by the Swedish
Public Relations Association about organizations where: leaders and members
are convinced that effective communication creates value and is a competitive
advantage, decision making integrates communication effects, more members
are better at communication, leaders are role models in communication, and
communication professionals provide core competence.1
Research has established that the benefits of good internal communication
include job satisfaction, greater productivity, less absenteeism, improved quality
of goods and services, reduced costs, and increased levels of innovation. Other
studies confirm that employees who are more satisfied with top management’s
communication are more likely to commit to the organization, and that
personal feedback, supervisor communication and organizational information
are important to employees’ identification with their organizations.2 Increased
commitment is positively associated with improved organizational functioning,
and even small changes in employee performance often have a significant
impact on the bottom line.3
Accordingly, well-developed communication programs are important to
overall organizational performance, and many organizations devote increased
attention to audits and assessments of their communication and the promotion
of “communicative” leaders. However, these programs have heretofore not
been studied by researchers.
Leadership theory generally states that communication is important to
organizational success. More often than not though, most managerial texts gloss
over the communication aspects of leadership, with the result that
communication is treated as secondary to other managerial actions and
responsibilities.4 Yet, recent demands for higher levels of employee engagement
along with increased decentralization are now leading organizations and
1 www.informationsforeningen.se
2 Clampitt & Downs (1993); Downs & Adrian (2004)
3 (Hargie & Tourish, (2009)
4 Tourish & Jackson (2008)

8⏐ DEMICOM • CORE
researchers to investigate the communication behaviors of all levels of their
leadership.5
This is the first report generated in the research project ”Communicative
Leadership: analysis and development of core competence” driven by the
CORE research group at Mid Sweden University, Sundsvall. The report
contains an overview of research on leadership and communication; a tentative
definition of the concept ”Communicative Leadership”; and key
communication behaviors of leaders related to organizational outcomes such as
employee engagement, team confidence and organizational performance.
The project is financed by the Swedish Knowledge Foundation and seven
participating companies: Norrmejerier, Saab AB, Sandvik Mining and
Construction, Sandvik Tooling, Spendrups, Volvo Group and Nordisk
Kommunikation AB. The project is also sponsored by The Swedish Public
Relations Association as well as Per Zetterquist. The following overall research
objectives in the form of research questions are defined:
Scientific
research
questions

1. How can communicative leadership be conceptualized?
2. What are the core communicative leadership abilities, based on research
findings on leadership communication, including results on discourse,
sense-giving, framing and sense-making and how do these abilities affect
employee health?
3. How do organizations audit and assess communicative leadership and
employee health?
4. How do organizational leaders and employees perceive, frame and make
sense of the practices of communicative leadership within their
organizational contexts?
Applied
research
questions

1. What discrepancies between research and practice exist in organizational
communication audits and audits of communicative leadership?
2. What is “best practice” in auditing communicative leadership?
3. What is the relationship between communicative leadership audit results
and organizational performance (in terms of employee engagement and
health, organizational innovation, productivity, and profitability)
This report will attend to the first and second scientific research questions in
providing a conceptualization of “Communicative Leadership” and theories on
5 Morgeson, DeRue, & Karam (2010)

leadership and communication. Consecutive reports will attend to the following
questions during the project period 2011 – 2013. The overall objective is that
the project will contribute to knowledge creation and theory development on
leadership and communication in the research areas of Communication
Sciences, Quality Technology, and Management fields. Findings will be
published in scientific journals, business journals, and public reports.
COMMUNICATION
–
AT
THE
CORE
OF
LEADERSHIP

“Leadership occurs through the process of interaction and communication”6
Communication is an absolute necessity to leaders and managers – not
communicating equals to not leading or managing. CEOs and other senior
executives in all industries and countries consistently list good communication
skills among the most important qualities necessary for organizational success.7
Studies show that some form of communication occupies 70 to 90 percent of
managers’ time every day.8 The time managers spend communicating
underscores the importance of communication to organizing, change
management, and organizational performance.9
For the rest of this report, we will refer to leaders and managers
interchangeably. There are innumerable debates about the distinctions between
a leader and a manager. Consider the following quote by Jerry Jurendsen, CEO
of Nationwide Insurance:
Leadership is the art of convincing. It is the establishment of the values in an
organization that will drive behavior. Managers tend to focus on rules and
metrics.10
Inspiring others and giving vision are very important qualities, but there are line
managers who inspire their employees and CEOs who fail to do so. Thus, we
will use the terms leader and manager broadly and synonymously.
Conceptualizing
communicative
leadership

Communicative leadership as a concept emerged in Sweden in the late 1990s.11
Ever since, organizations have been using it to embrace a number of
6 Barge & Hirokawa (1989, p. 172)
7 Barrett (2006)
8 Mintzberg (1973); Johansson (1997); Tengblad (2006)
9 Simonsson (2002); Johansson (2003); Johansson & Heide (2008)
10 Lewicki (2005, p. 241)
11 Eriksen (1997); Högström, Bark, Bernstrup, Heide, & Skoog (1999)

interaction-based activities between organizational leaders and their employees
which are linked with organizational results and change: dialogue, goal-setting
and explanation of purposes, involvement in decision-making, creation of
energy and commitment, performance evaluation and feedback, knowledge
sharing, establishment of collaboration, and implementation of decisions.12 The
Volvo Group has been analyzing, evaluating, and developing managers’
communicative leadership since 2002, for the purpose of enabling leaders to
foster employee engagement and business excellence.
Swedish consulting agencies also use the term and offer leader training and
advice in communication. For example, Nordisk Kommunikation has been
offering courses in Communicative leadership for almost a decade, and it has
been claimed that the founder, communication professor Sven Windahl
invented the concept.13
Usage of the concept carries the underlying assumption that communicative
leaders are better than or outperform non-communicative leaders in accomplishing
organizational goals and motivating employees. This is the rationale for
programs and resources allocated in organizations for evaluating and
developing leaders’ communication skills. According to the dictionary of the
Swedish Academy, being “communicative” signifies persons who readily inform
others of their thoughts, are openhearted, willing to talk, and share
information.14
In the scientific literature, the concept of communicative leadership has not
yet been fully conceptualized and developed. It has been used to discuss the
role of communication departments within organizations, and how
communication professionals contribute to the external effectiveness by
participating in leadership.15 We recognize that communication departments’
strategic mission can be enhanced by viewing their organizational purpose more
broadly. However, this report focuses on the communicative behaviors leaders
address in their day-to-day responsibilities. The role of communication
departments in evaluating and supporting leaders’ communication will be
discussed in a subsequent report.
Aspects
of
communicative
leadership

Although a fully developed conceptualization of “communicative leadership”
has yet to be presented in the scientific literature, researchers posit several
elements:
12 Nordblom & Hamrefors (2007)
13 www.wikipedia.org
14 Svenska Akademiens ordbok, SAOB, http://g3.spraakdata.gu.se/saob/
15 Hamrefors (2010)

A
communicative
leader
promotes
a
positive
climate
in
the
group

Leader behavior has “a major influence on the development of a positive or
negative process.”16 The organization does not treat anyone good or bad; the
leader does. Employees evaluate leaders’ behavior as an indicator of how they
are treated and appreciated by the organization.
A
communicative
leader
practices
reflexivity
Communicative leaders act in an invitational manner by promoting discussions,
creating safe spaces for all employees to express themselves and be listened to.
Reflexivity “represents a form of relationally responsive communication that
emphasizes managers inviting and fostering connection with others in
conversations.”17
A
communicative
leader
involves
employees
in
decision-‐making

The benefits of employee participation have been well known since Rensis
Likert’s time.18 Involvement in decision-making improves the understanding of
the issues involved – and involvement strengthens employee commitment.
When working on joint goals, people are less competitive and more
collaborative. When people make decisions together, the social commitment to
one another is greater and thus increases their commitment to the decision.19
A
communicative
leader
encourages
employees
and
invests
in
their

development

Communicative leaders have transformational characteristics, that is, show
respect for individual employees, and encourage them to act to strengthen the
work group.20 Strong emotional attachment to the members, a collective
commitment along with articulating a vision, serving as an example for
employees, and intellectual stimulation are also characteristics of
transformational leadership.21
A
communicative
leader
uses
inter-‐organizational
networks

Successful networking with others in the organization enables leaders to
“collect valuable information about the problems confronting the organization
and the actions that may be taken to solve them.”22 Networking thus
encourages leaders to expand their knowledge of the organizational
environment, the needs of various units, and the capabilities of their members.
16 Cunha et al. (2009, p. 95)
17 Barge (2004, p.71)
18 Likert (1961)
19 Miller & Monge (1986); (Kanji, 2008)
20 DeRue et al. (2011); Tengblad (2006)
21 Diaz-Saenz (2011)
22 Barge (1994, p. 19)

A
communicative
leader
gives
and
seeks
feedback

Feedback can have a powerful influence on employee attitudes and
productivity.23 Communicative leaders are credible and give feedback that is
specific, balanced, address recent events, delivered within an appropriate period
of time, and is not connected to pay or financial reward per se.24
Communicative leaders are also perceived to be receptive to feedback,
approachable, and willing to listen. They also seek out negative feedback from
their peers and their employees to learn how they can improve their leadership.
A
communicative
leader
listens,
chats,
and
engages
in
conversation

Important leadership behaviors consist of everyday activities such as listening,
and informal talk.25 These elements are seldom acknowledged in the academic
literature or popular press because they do not conveniently fit the image of
leadership as consisting of exercising strong influence and directing people.
Communicative leaders may also be charismatic and visionary, but the opposite
is not always the case.
Defining
communicative
leadership

The above aspects highlight “communicative” behaviors of leaders previously
recognized in the literature. In summary, we tentatively state that:
shares and seeks feedback, practices participative decision making, and is
perceived as open and involved.
This definition is based on our literature review of research on leadership,
which we will summarize in the next section of the report.
Any set of leadership principles is driven by organizational needs in the era
in which they are developed and by the current state of the art research
knowledge. However, we note that our definition evokes Redding’s almost four
decade-old summary of research on “effective versus ineffective supervisors”:
The better supervisors tend to be more “communication-minded”, e.g., they
enjoy talking and speaking up in meetings; they are able to explain instructions
and policies; they enjoy conversing with subordinates.
The better supervisors tend to be willing, empathic listeners; they respond
understandingly to so-called “silly” questions from employees; they are
approachable; they will listen to suggestions and complaints, with an attitude of
fair consideration and willingness to take appropriate action.
23 Gordon & Miller (2011); Jablin (1979)
24 Cusella (1980, 1987)
25 Alvesson & Sveningsson (2003).

The better supervisors tend (with some notable exceptions) to “ask” or
“persuade,” in preference to “telling” or “demanding.”
The better supervisors tend to be sensitive to the feelings and ego-defense needs
of their subordinates; e.g., they are careful to reprimand in private rather than in
public.
The better supervisors tend to be more open in their passing along of
information; they are in favor of giving advance notice of impending changes,
and of explaining the reasons “why” behind policies and regulations.26
These threshold communication principles are the basics of what is expected of
all leaders, starting at the lowest levels to the highest levels, no matter how good
information systems or corporate strategies are.
The above set of principles may be accused of being leader centric and treat
employees as passive followers.27 However, we recognize that employees are
active communicators, and that the enactment of communicative leadership is
related to the relationship with and characteristics of employees, as well as the
organizational context.
We also contend that four important individual prerequisites influence the
communication behavior of leaders: communication awareness, acquaintance,
attitude and ability.28 Leaders that possess communication awareness are
consciously planning and adapting their communication to individuals and
teams. Communication acquaintance may be acquired through formal training
and/or exercises in different types of communication courses, seminars and
workshops. Leaders’ attitudes to communication also influence their
communication behavior. For example, individuals that regard communication
as important, also devote time and resources to meetings and conversations.
Communication ability is both related to individuals’ communication
competence and the enactment of communication in a certain environment,
which may enable or constrain communication.
LEADERSHIP
THEORIES

The research field of leadership is extensive. A large number of theories have
evolved over the years and shaped our current knowledge of leadership.
Although these theories do not see communication as constitutive of
leadership, which is the position we take, we will provide a short summary of
the most important theories, which have a prominent influence on leadership
research and practice – for example courses for leaders.29
26 Redding (1972, pp. 436-446)
27 Heide & Simonsson (2011)
28 Fairhurst (2005; Simonsson (2002); Johansson (2003)
29 Northouse (2010); Yukl (2010)

The trait approach to leadership proposes that individuals have certain personality
traits that make them effective leaders. The notion that some are “born to be
leaders” represent this theory. This approach has been criticized since it is
difficult to establish which traits should be identified as permanent and make an
individual a leader.
The style approach concentrates on what leaders do and how they act.
Leaders’ behaviors toward their employees in various contexts are studied, and
two overall styles, task-oriented and relation-oriented, have been discerned.
One popular model of communication styles compares authoritarian,
democratic and laissez-faire styles of leadership, and evaluates their
effectiveness. A second popular model examines sets of specific interpersonal
supervisory actions.
Contingency theory and path-goal theory changed the research focus from
individual traits and styles of leaders to employees and context. Fiedler’s
contingency theory from the early 1950s attempts to match styles of leaders to
situations. Path-Goal theory is about motivating employees to accomplish
designated goals. According to this theory, leaders influence employees’
perceptions of tasks and goals.
Leader-member exchange theory (LMX) conceptualizes leadership as a process
that is centered on the social interactions and quality of relationship between an
individual leader and an employee. Research has shown that employees in a
high-quality relationship are more satisfied and more productive. According to
LMX, leaders have different types of relationships with followers, which cause
differentiation between in-groups and out-groups.30 Some employees have
closer relationships with the leader and get a special status, which may inflate
employee performance ratings.31
Transformational leadership is currently a popular approach to leadership. It
has been employed since the 1980s. It harbors the view that transformational
leaders inspire and empower employees with their visions and coaching.
The most recent concept is Authentic leadership, which include positive
leadership, values, leader self-awareness, and a trusting relationship with
followers. Authentic leaders espouse positive values such as honesty, altruism,
kindness, accountability, and optimism. Important themes in leadership
research also embody influence and power; the role of leaders in self-directed teams
and virtual teams.32
The overview illustrates that traditional leadership theory to a large extent
has overlooked communication aspects and neglected to study and theorize
30 Fairhurst (2002, 2007)
31 Duarte et al. (1994)
32 Hackman & Johnson (2009); Northouse (2010); Yukl (2010); Druskat & Wheeler (2003); Hambley et
al. (2007)

leaders’ communication. In the next section we will turn to theories on leaders’
communication.
COMMUNICATION
AND
LEADERSHIP
THEORIES

Turning to communication research, we find that two approaches to
communication have been very influential: one approach focusing on
transmission of information and the other focusing on the formation of
meaning.33
Traditionally, communication was viewed as a simple linear process, in
which a sender transmitted a message to a receiver, who then understood and
acted on the message. In this vein, leadership communication has been defined
as the: “controlled, purposeful transfer of meaning by which leaders influence a
single person, a group, an organization, or a community”.34
This view, called the transmission view of communication, has been
guiding studies on leader-member exchange, for example studies on relationship
maintenance and upward influence tactics,35 and feedback. Feedback has
implications for communication satisfaction in the workplace and includes two
perspectives: feedback sending and receiving and feedback seeking. Feedback is
commonly seen as a mere response. In this case, the context surrounding giving
and receiving feedback is neglected. However, feedback can also be seen as a
conversational practice. Not only employees may expect feedback from their
leaders, but leaders also may seek feedback from their employees. Feedback on
the understanding of specific messages is advocated.36 Leaders may help
followers “make sense” of dialogue and see the relationship between what the
leader communicates and what she or he is trying to achieve.
From
transmission
to
sensemaking

From the 1980s onwards there has been a paradigm shift in communication
research. Although researchers still recognize that communication involves
information transmission, the study of communication increasingly explores the
dynamic co-construction of meaning between organizational actors. In
communication processes many components interact together and interactions
do not have a beginning or an end. Communication in leadership processes is
perceived as a circular and dynamic interaction where both leaders and
employees actively participate. Traditional approaches that places accent on
leadership behavior, persuasion, and managing impressions and backgrounds
33 Fairhurst (2001)
34 Barrett (2006)
35 Fairhurst (2002)
36 Barge et al. (1989)

have been contrasted with the way individuals make sense of unfolding
conversations by constructing meaning.37
When studying the literature in the field we see that the research still follow
these two directions – the study of leaders’ behaviors is much influenced by the
transmission view of communication, while the study of leaders’ discourse is
influenced by social constructionism and sensemaking. Methodological
approaches that researchers used in these two paradigms also differ. Leaders’
behaviors have been studied using quantitative methods for the purpose of
relating behaviors to organizational outcomes and effects, in the search for
leader effectiveness. Leaders’ discourse and the sensemaking processes of
leaders and members have been studied using qualitative methods such as
observations, recordings and analyses of meetings and interviews, and analyses
of written texts in order to understand the enactment of leadership.
Leaders’
discourse

During the last two decades, studies have increasingly focused on leaders and
members’ discourse; framing/sensegiving and sensemaking. Discourse is a
concept that involves talk and texts, their production processes and the social
context in which they are produced – simply put: talk and written texts in
context. Discursive approaches place emphasis on exploring connections
among language, language use, and meaning making. Conversations reflect
these meaning making processes and this emphasis makes it possible to explore
the ongoing social construction of activities within unfolding situations. For
example, how leaders’ talk about strategic initiatives and how employees
understand them.38
Researchers in this approach study language in use and interaction
processes – as compared to researchers that study communication, which is a
broader construct also encompassing networks and information systems.39
Discursive leadership is a concept that has been proposed in order to highlight
communication aspects of leadership.40 Leaders’ discourse, such as stories, and
their reproduction by other organizational actors have been analyzed in several
studies.41 Most of these studies are case studies, in which researchers closely
analyze real events and situations in organizations.
The basic assumption in this tradition is that organizational leaders and
employees act according to their understanding of events. This understanding is
collectively constructed in dialogue and interaction. Researchers have thus
37 Barge, Lee, Maddux, Nabring, & Townsend (2008, p. 507)
38 Fairhurst (1993)
39 Fairhurst & Putnam (2004, p. 7)
40 Fairhurst (2007)
41 Doolin (2003); Beech & Johnson (2005); Johansson (2003)

studied how leaders frame and give sense to organizational events, how they use
stories and narratives, and how organizational members make sense of these
accounts.
Leaders often want to reinforce a common understanding of organizational
goals among organizational members, but research findings clearly illustrate that
members interpret messages and events differently, depending on their position
in the hierarchy, their affiliation to a work unit, their professional background
and individual experiences and attitudes.42 Different discourses and competing
interpretations challenge existing power relations and may become sites of
struggle where different groups compete to shape the social reality.43
A story told by a leader may function as an “ordering narrative,” and be
reproduced by other actors in the organization – given that other organizational
members accept the role and legitimacy of the leader. Such stories reinforce a
new understanding of organizational reality. However, stories and messages that
are concealed or changed may contribute to the failure of discursive events.44
This is an important reason to why change initiatives fail.45
Framing

Framing (sometimes also sense-giving is used) and sensemaking are discursive
processes that are interrelated. A central assumption of leadership has been that
it is realized in the process were one or more individuals frame and shape
others’ actions:
“The actions and utterances of leaders frame and shape the context of action in
such a way that the members of that context are able to use the meaning thus
created as a point of reference for their own action and understanding of the
situation.”46
Framing is a way of defining what is going on in a situation.47 Leaders’ framing
of events, issues and actions helps shaping perspectives through which
employees see the world, and is important to their sensemaking.48 The activity
of framing involves processes of inclusion, exclusion and emphasis – in other words,
framing essentially involves selection and salience.49 A common question that
leaders’ address through framing activities is: “What’s in it for us?”
Leaders’ framing of strategic objectives during organizational meetings
influence consecutive dialogue among organizational members.50 Framing is
42 Ericson (1998); Taylor (1999)
43 Francis (2007)
44 Harrison & Young (2005)
45 Johansson & Heide (2008)
46 Smircich & Morgan (1982, p. 258)
47 Brummans et al. (2008); Goffman (1974)
48 Corley & Gioia (2004)
49 Hallahan (1999, p. 207); Entman (1993)
50 Johansson (2003, p. 336)

sometimes unconscious, and sometimes planned in advance and used on
purpose. The training of leaders’ in the skill of framing has engendered two
quite distinct reactions: either leaders embraced the concept, or seemed to
struggle with it.51 Leaders’ moral framework, their attitudes to communication,
and commitment to developing their communication explain these differences.
Even though it is possible to learn the skill of framing, some leaders may more
easily learn framing than others.
Sensemaking

Sensemaking occurs when individuals retrospectively develop plausible
meanings of events that guide further action.52 Sensemaking can be individual,
but when articulated in words, it becomes social and renders collective
sensemaking and coordinated action possible.53 In organizations, leaders’ and
employees engage in attempts to influence each other’s understandings of an
issue, and the nature of interaction may result in different forms of
sensemaking, such as: guided, fragmented, restricted, and minimal.54 Depending
on the degree to which leaders and employees engage in the sensegiving-
sensemaking process, different outcomes in the form of accounts and actions
are generated.
In some situations, special forms of sensemaking may be particularly
valuable. For example, guided sensemaking results in a rich, multifaceted
account that can be used as a resource for actions. This form may be valuable
when establishing an organization’s core values. Another example is fragmented
sensemaking, which may prove fruitful when an organization would benefit
from a wide range of disparate accounts – as in complex issues like innovation
where individual experimentation is needed.55
Sensemaking processes are triggered by perceptions of a knowledge gap.
The ability of a leader to articulate accounts and facilitate routines, practices and
structures that give organizational actors time and opportunity to engage,
enables sensegiving and sensemaking.56
Communication
of
CEOs

For organizational leaders, a core responsibility is to direct organizations
towards achieving strategic objectives. Thus, articulating the organization’s
mission, vision, strategy and goals, is important for CEOs and organizational
51 Fairhurst (2005; 2010)
52 Weick (1995); Weick et al. (2005); Maitlis & Sonenshein (2010)
53 Bean and Eisenberg (2006); Stensaker & Falkenberg (2007)
54 Maitlis (2005)
55 Maitlis (2005, p. 47)
56 Maitlis & Lawrence (2007, p. 80)

leaders in top management teams.57 Leaders at all levels are responsible for
communicating and ensuring implementation of the strategic objectives. The
effectiveness of implementation depends on “how well leaders in an
organization perceive and clarify the goals, translate them into more specific
goals tied to respective units, and then encourage an open learning environment
to facilitate the pursuit and successful completion of the goals”.58
To this end, it is argued that the challenge for top-level managers is to
engage the knowledge and skills of each person in the organization. Particularly,
coaching of management teams is important. Communication systems, no
matter how sophisticated, can never replace the richness of close personal
communication and contact between top-level and frontline managers.59 Trust
is difficult to build at a distance.60 Employee awareness of strategic goals is
related to leaders’ openness, listening, and careful articulation of strategic
messages.61 In boardroom communication, emotions were seen to work as
power and status energizers and allowed members to influence processes in the
board when emotional energies were in line with board task expectations.62
The communication of CEOs external communication is also important.
Research has focused on leaders’ discourse and rhetoric in letters to
shareholders, and during crises.63 Also topics discussed in CEO blogs have
been studied.64 In this report we focus on the internal communication role of
leaders, and conclude that studies of CEOs roles in internal communication are
virtually non-existent.
Communication
of
middle
managers

Middle managers have an important communication role in organizations. They
link hierarchical levels, actively engage downward and upward communication
processes and also communicate laterally with their peers. The impact of middle
managers on outcomes of organizational strategy processes is considerable.65
They make sense of messages in different ways, based on their position,
individual experience and motivation, and also impact on each other’s sense-
making processes.66 Middle managers may encourage divergence in
57 Johansson (2003)
58 Berson & Avolio (2004, p. 626)
59 Bartlett & Ghoshal (1995)
60 Smith & Blanck (2002)
61 Berson & Avolio (2004)
62 Brundin & Nordqvist (2008)
63 Bligh & Hess (2007); Craig & Amernic (2011); Seeger et al. (2005); Seeger & Ulmer (2003)
64 Esteves & Bohorquez (2008)
65 Balogun & Johnson (2004, 2005); Balogun (2006)
66 Beech & Johnson (2005); Johansson (2003); Taylor (1999)

interpretations across hierarchical levels67 – or develop a shared understanding
in dialogue.68
Middle managers’ actions are both enabled and constrained by
organizational conditions and relations to top managers. A key enabling
condition is top management narrating the thought processes that have led to
the formulation of the goals to be implemented. This is instrumental in helping
middle managers make sense of how the present objectives are linked to past
ones.69 Also, when top managers do not evaluate and reward ideas, motivation
to promote one’s ideas is undermined.
Two interlinked discursive activities of middle managers contribute to
sensemaking: “setting the scene” and “performing the conversation”.70 In these
activities, middle managers draw on contextually relevant words, symbols, and
values to engage organizational members in their day-to-day work. Thus, they
actively engage in shaping how employees view the organization and its
values.71 Networking, i.e. using the knowledge of the organizational political
context and the motivation of others also enables individual managers to pursue
their objectives.72
Leaders’
communication
behavior
with
teams
and
individuals

Leaders provide employees with a sense of purpose, direction, and identity.
They are responding to evolving work settings, employee needs, and actions of
other leaders – all of which are explicit communication acts.73 The quality and
timeliness of these communicative behaviors lead employees, managers, and
outsiders to judge leaders as “effective” or “ineffective.” It is readily apparent
that no one person is capable of excellence in every dimension of
communicative behaviors.74 We are composed of mixture of strengths and
weaknesses across many dimensions. Individuals perceived as effective leaders
enact sets of communicatively competent behaviors that are consistent and
appropriate to their settings.75
Before introducing key communication behaviors of leaders and associated
indicators of effectiveness, three points must be emphasized. First, the
appropriateness of any typology or categorical list of behaviors largely depends
67 Beck & Plowman (2009)
68 Johansson (2003), Thomas et al. (2011)
69 Mantere (2008, p. 305)
70 Rouleau & Balogun (2011)
71 Smith & Plowman (2010)
72 Balogun & Gleadle (2005)
73 Poole (2011)
74 Jablin & Sias (2001)
75 Jablin, Cude, House, Lee, & Roth (1994)

upon the context to which they are applied.76 For our purposes here, the
context will be expressed in terms of interactions between leader – employee
and leader – team or unit.
Second, the appropriateness of any list of behaviors depends upon
employee qualifications and the nature of work. To lead a unit of seasoned,
high performing employees requires very different communication skills than
leading a unit of inexperienced and newly hired employees.77 Work
environments also vary greatly in their physical, cognitive, and emotional
demands. While certain communication behaviors such as interacting in a
respectful manner are consistently necessary across all contexts, the sets of
behaviors required for leaders to excel can vary from one context to another.
For example, some leader communication behaviors such as coaching may take
on even greater importance depending upon the context.
Third, leaders’ communicative behaviors are entwined with their
personality traits. Yet, research shows that leader personality traits do not
directly influence others’ judgments of the leader’s effectiveness and group
performance. Rather, the leader’s communication-related behaviors directly
influence others’ judgments of leader effectiveness and group performance and
mediate the relationship between personality traits and judgments of
effectiveness.78
Leader
–
employee
and
leader
–
team
communication
behavior

We present four categories of leader communication behaviors that apply
across a range of organizational contexts: initiating structure; facilitating work;
relational dynamics; and representing the unit. (See Figure 1) In keeping with
research addressing organizational communication competencies, we present
sets of communication behaviors that appear most relevant at the manager-
employee level and then at the work unit or team level.79 The behaviors
presented here should be applied with consideration of the manager-employee
and unit context to which they are applied. Certainly, interactions at the unit
level influence those at the manager-employee level and vice versa.
76 Chen, Kirkman, Kanfer, Allen, & Rosen (2008); Jablin et al. (1994); Jablin & Sias (2001)
77 Jablin & Sias (2001); Morgeson et al. (2010)
78 DeRue et al. (2011)
79 Jablin et al. (1994)

Figure
1.
Profile
of
Central
Communicative
Behaviors

Manager-Employee Level Team or Unit Level
Initiating Structure Set goals and expectations Define mission
Plan and allocate tasks Set goals and expectations
Plan and allocate tasks
Select
Sensemaking
Facilitating Work Coaching and training Coaching and training
Performance feedback Performance feedback
Problem solving
Encourage self-management
Relational Dynamics Openness Openness
Supportiveness Supportiveness
Conflict management Conflict management
Represent Upward influence Active monitoring
Networking
Manage boundaries
Provide resources
Outcomes Role Clarity
Commitment
Engagement
Cohesion
Confidence
Group processes
Performance Performance
See Appendix for explanations of these central communicative behaviors.
Initiating
Structure

Initiating structure at the manager-employee level consists of the manager’s
planning and allocating tasks as well as setting goals and expectations for
individual employees. When applied to a team or work unit, then initiating
structure involves defining the mission of the unit, planning and allocating tasks
to maximize coordination efficiencies, setting goals and expectations for the
unit, selecting appropriate team members, and providing sensemaking or
interpretations of events for members.80
80 DeRue, Nahrgang, Wellman, & Humphrey (2011); Morgeson et al. (2010)

Facilitating
Work

At the manager-employee level, facilitating work involves coaching and training
employees so that they have the knowledge and skills necessary to succeed.
Performance feedback is an essential aspect of facilitating employees’ work so
that they can improve.81 At the work unit level, effective leaders coach and train
employees to operate in teams and units.82 The effective manager also provides
timely and relevant feedback to the unit so that they can modify their actions, if
necessary. Effective managers also engage employees in problem solving, often
in a participatory decision making fashion. They encourage independence and
team self-management on appropriate matters.83
Relational
Dynamics

In keeping with a healthy communication climate, leaders at the manager-
employee and unit levels are perceived to be “open,” that is, approachable for
asking questions, good listeners, giving positive or negative feedback, and
trustworthy.84 They also demonstrate supportive behaviors and approach
conflictful issues in a constructive, respectful, even-handed manner. Leaders
enacting these behaviors are viewed as considerate by individual employees and
the unit as a whole.
Representing
Employees
and
the
Unit

At the manager-employee level, it is important that managers are able to exert
upward influence and be seen as capable of obtaining resources (e.g., supplies,
rewards, leeway) from upper management.85 Exceptions always arise and it is
important for employees to believe that their manager is willing and capable of
influencing others in the organization. At the unit level, effective managers are
perceived as actively monitoring the external environment for opportunities and
threats.86 Managers or team leaders are apt information seekers and have a
balance of sources from which to again new knowledge as well as understand
organizational operations and outcomes. Networking enables managers to
develop information links and cooperative ties.87 Effective managers also
manage their boundaries by leading the unit to cooperate with other units in a
professional manner and protect the unit’s mission. Perhaps, as a result of their
monitoring internal and external environments and their networking actions,
effective managers at the team level actively seek to provide resources (versus
passively wait for resources) for their units.
81 Gordon & Miller (in press); Jablin (2001); Morgeson et al. (2010)
82 Kozlowski & Bell (2003)
83 Druskat & Wheeler (2003)
84 DeRue et al. (2011); Jablin (1979); Morgeson et al. (2010)
85 Jablin (1979)
86 Druskat & Wheeler (2003); Tompkins (1993)
87 Poole (2011)

Relevant
Outcomes
of
Leader
Communication
Behaviors

There is no shortage of outcomes studied as associated with leader
communication behaviors.88 The summations presented here are largely drawn
from systematic reviews and meta-analyses.89 Meta-analyses offer the most
conclusive findings to date as they are based on weighted effect sizes from
multiple studies with thousands of participants.
At the manager-employee level, effective leader communication is
associated with employees having role clarity, commitment to the organization,
and acting in an engaged manner toward their work assignments.90 At the unit
level, effective leader communication is associated with work unit cohesion, the
unit’s belief in their abilities or confidence, and effective internal group
operating processes.
As a result of role clarity, employee commitment, and engagement;
communicative leadership leads to higher levels of individual performance.91 As
a result of unit cohesion, confidence, and effective group processes;
communicative leadership leads to higher levels of performance at the unit
level.92
What is less clear are the situational constraints in which these and other
communicative behaviors are enacted. What “works” in one division or
organization may be considerably different from another division or
organization. The relevance of certain communicative leader behaviors is
contingent upon the work setting – upon the demands for coordination within
the unit and with other units, established patterns for production or task
accomplishment, and unit or organizational culture to name a few.93 Moreover,
this set of key concepts or the behaviors presented from research is not a list to
which one simply adds an appropriate dosage of water, financial incentives, and
stirs for optimal results.
Communication is an interactive phenomenon, where both parties
approach the interaction with expectations and can derive separate meanings,
where both parties’ efforts contribute to constructive discussions and
understanding, and where both parties are responsible for acting on their
understanding from the interaction.
88 Hiller, DeChurch, Murase, & Doty (2011)
89 Hunter & Schmidt (1990)
90 DeRue et al. (2011); Jablin (1979)
91 DeRue et al. (2011); Kozlowski & Bell (2003); Morgeson et al. (2010)
92 DeRue et al. (2011); Morgeson et al. (2010)
93 Jablin (1979); Fairhurst (2001); Redding (1972)

Communication
Environments
in
Organization

The interactions between leaders of all levels and those who follow or report to
them shape, and in turn are shaped by, the communication environment in
which they work.94 Research on organizational communication environments
illustrate that environments enable, but also can easily constrain, the exchange
of information between individuals and units and their interpretation of
messages.95
As pictured in Figure 2, the organizational communication environment is
composed of patterns of information sharing and feedback systems through
which the organization operates. The extent to which these systems provide
timely, accurate, and sufficient information to relevant parties influences
individuals’ attitudes toward the overall organizational leadership and their
immediate managers.96
Organizational performance feedback systems, including feedback to
divisions and units as well as annual or semi-annual individual employee
feedback systems, contribute to an environment where information from
management is perceived as rich and mutual understanding is enhanced.
The larger organizational communication environment is also shaped by its
actors and characteristics of messages. The perceived communication climate
influences employees’ willingness to initiate suggestions, offers feedback, and
interacts with their managers and coworkers. The communication climate is
also associated with employee job satisfaction and commitment to the
organization.97
Climate is a molar concept in the sense that is foundational to
organizational operations, can be identified often times by consensus, and is
ever present but changing in keeping with organizational actors and events.98
Communication climate also operates at organizational, unit, and interpersonal
levels, with sometimes the healthiness of the climate in sync across all levels. At
other times, the climate at the unit level differs dramatically from the
organizational climate as in the case where there exists distrust and suspicion of
intent of top management’s messages but an openness or receptivity to the unit
manager’s messages.

94 Redding (1972)
95 Falcione, Sussman, & Herden (1987); Jablin (1990)
96 Poole (2011)
97 Falcione et al. (1987)
98 Redding (1972)

Figure
2.
Communication
Environments

The organizational and unit environments shape individuals’ interactions,
leading employees to be more (or less) willing to share feedback, engage in
earnest problem solving, and pass along information. In turn, interactions
between managers and employees and among employees shape the perception
of the unit communication climate and organizational climate.99 In this respect,
it is vital that organizations attend to their communication systems,
communication climates at the organizational and unit level, and quality of
interactions between all employees.
Three elements contribute to communication climate at the organizational,
unit, and interpersonal level: openness and supportiveness, credibility, and
participatory workplaces. Each has parallels in interactions between manager-
employee and in work units, but operate independently at the organization- and
division levels.
Openness
and
Supportiveness

At the work unit level, employees are more likely to be receptive to feedback
messages when on-going interpersonal interactions between individuals are
99 Poole (2011); Poole & McPhee (2004)

open and supportive. When employees believe that they can discuss their
opinions and relay feedback to their managers without fear of punishment, and
when they believe that their managers do not withhold their opinions on
relevant matters, communications are said to be open.100 Where managers
maintain open channels of communication, employees are significantly more
satisfied with their jobs and managers.
Open and supportive communication climates at the organization level
exist when employees of all ranks and area believe that top management is
receptive to listening to their concerns and is willing to work toward solutions
that address these concerns.101 It is not sufficient to have feedback systems for
the purpose of providing top management with employee concerns,
suggestions, observations, and complaints. Employees must perceive that top
management takes their feedback or innovative ideas seriously and takes action
on their upward feedback.102 Moreover, an emphasis on openness and
supportiveness does not promote an environment where performance
standards are lowered.103 Rather, openness and supportiveness convey respect
for the employees and their potential.
Credibility

Credibility (or ethos) is central to all long lasting, functional relationships.104
Managers have credibility to the extent that their employees perceive them as
trustworthy, competent, and supportive.105 Numerous factors contribute to
attributions of credibility such as an earned reputation for being fair, not having
favorites based on personal interests, and having an ability to influence upper
management on behalf of the unit. In addition, being a willing and empathic
listener, being sensitive to employees’ feelings, and passing along relevant
information are some steps that will go a long way toward enhancing manager
credibility.106
Employees are perceived as credible when they also follow through on
their promises, speak honestly about their perceptions of organizational and
unit practices (i.e., they tell their manager what they think instead of what they
believe the manager wants to hear), and evidence competence in the work.
Messages from corporate leaders on organization-wide issues are likely to
be perceived as credible when the messages acknowledge pressing issues and do
not sugarcoat challenges.107 Cynicism develops when organizational and
100 Jablin (1979); Morgeson et al. (2010)
101 Falcione et al. (1987); Jablin (1990)
102 Miller, Johnson, Grau (1994)
103 Tompkins, 1993
104 Redding (1972); Tompkins (1993)
105 Jablin (1990)
106 Jablin (1979)
107 Peters & Waterman (1982); Reichers, Wanous, & Austin (1997)

division leaders lose credibility. Cynicism is reflected in employee beliefs and
comments to the effect that top management does not care, they lack
competence to deal with pressing issues, and no action by top management will
make meaningful changes.108 Organizations are well-served by periodic inquiries
and checks of their upward feedback and innovative idea systems in case lower-
level employees’ concerns or ideas are diluted or blocked from reaching
appropriate personnel who can act on such messages.109
Participatory
Workplaces

It has been long established that work systems where employees collaborate
with their managers to set goals and adjust their work processes outperform
those operating in a command mode.110 Participation in decision making is
consistently linked with employee job satisfaction.111 Links between employee
participation in decision making and unit performance are more complicated.112
While participatory systems are related to performance improvements, the
overall participatory climate is the critical factor. For instance, there is a marked
difference between asking employees for their comments after the manager has
announced a plan versus seeking employee comments or assigning them
planning responsibilities from the beginning of the project.113
Participatory workplaces consist of two interrelated processes, inviting
participation where possible and information richness. In terms of inviting
participation, work settings vary from those where employees share similar skill
levels and expertise and have much autonomy to those where employees follow
their managers’ instructions on tasks and for production schedules. The key
point is that effective leaders seek employee input as much as possible in
keeping their work design.114
With regard to information richness, employees in participatory work
settings should experience low levels of NETMA, that is, No one Ever Tells
Me Anything.115 Employees in information rich environments report receiving
adequate information about organizational goals, operations, and successes as
well as news pertinent to their unit’s performance so they can make informed
choices and contributions. Certainly, few organizational members will be privy
to strategic moves and marketing secrets. Yet, the overall aim is to avoid what
Tompkins’ refers to as the mushroom problem, where employees are kept in
108 Reichers et al. (1997)
109 Poole (2011); Tompkins (1993)
110 Likert (1961)
111 Miller & Monge (1986); Wagner & Gooding (1987)
112 Morgeson et al. (2010)
113 Redding (1972)
114 Miller & Monge (1986); Redding (1972)
115 Miller et al. (1994)

the dark and on occasion are covered with bevy of irrelevant information or
policy manure.116
In sum, the manner in which managers communicate to their units and in
one-on-one interactions with their employee can undermine employee
engagement and productivity in many ways. These communication elements
operate equally at the organizational, unit, and individual level. Consider the
performance appraisal interview system. Reports indicate that managers at all
organizational levels often limit employees’ communication role by precluding
their meaningful involvement in the appraisal discussion. In contrast,
participatory processes in the form of open interactions, high quality feedback,
and the discussion of issues enable managers and employees to set goals
together. In turn, these communicative actions lead to greater employee work
motivation, confidence in continuing to work with managers, acceptance of the
appraisal process, and intentions to work with peers in a cooperative manner.117
SUMMARY
AND
RECOMMENDATIONS

“Communicative leadership” is a concept that has emerged in Swedish
organizations that value communication as an important means to fulfill
organizational objectives and create individual and organizational performance.
shares and seeks feedback, practices participative decision making and is
perceived as open and involved.
Leadership in organizations is enacted in communication between leaders
and employees, and these interactions shape relationships and contribute to
team-building, organizational coherence, and organizational performance.
Research on leadership and communication highlights the important
communication roles of top, middle and team managers.
Findings on discourse, framing and sensemaking illustrate how leadership is
enacted in and through communication. Leaders’ framing of messages and
events influence sensemaking processes and actions of other leaders and
employees. Key communication behaviors of leaders are to initiate structure,
facilitate, relate and represent. Together, these behaviors lead to important
features that drive organizational performance: employee role clarity,
commitment and engagement as well as team cohesion and confidence.
Communication environments in organizations and units consist of culture,
climate and systems for performance appraisal and feedback. Environments are
shaped by and influencing leader and employee communication. Leaders’
116 Tompkins (1993)
117 Gordon & Miller (in press)

communication behavior is also related to their communication awareness,
acquaintance, attitudes, and ability.
Key
principles
of
Communicative
Leadership

Eight key principles emerge from research, which can guide the development of
leadership theory and practice within organizations. These principles can also
aid in assessments of leaders when matched with requirements of work design
and context.
1. Communicative leaders coach and enable employees to be self-
managing.
In enacting this first principle, leaders seek to delegate authority over decisions.
Some teams or unit are functionally self-managing while others increase their
responsibilities.
Communicative leaders a) adopt a coaching persona, b) provide employees
with compelling rationales for their job design as well as individuals and unit
objectives, and c) seek their input when solving problems and making decisions.
2. Communicative leaders provide structures that facilitate the work.
Communicative leaders a) create workable structures and processes that enable
employees to accomplish their work, b) are responsive to feedback on unit
structures and operations, and demonstrate a willingness to change.
3. Communicative leaders set clear expectations for quality, productivity,
and professionalism.
Communicative leaders convey priorities, ensure understanding of short-term
objectives and long-term aims, and follow up to see if assistance is needed.
Leaders collaborate with employees to set high performance goals as well as
determine how work will be evaluated.
4. Communicative leaders are approachable, respectful, and express
concern for employees.
Communicative leaders are willing to listen, receive questions or complaints,
and share appropriate information in a truthful and adequate manner. At all
times, leaders treat employees with respect. They consider the needs and
aspirations of individuals and looks after the unit’s welfare.
5. Communicative leaders actively engage in problem solving, follow up
on feedback, and advocate for the unit.
Problems concerning personnel, work and strategy are rarely resolved quickly.
Yet, communicative leaders pass on information and take on decision

responsibilities. Leaders actively seek and share information with employees and
same- and higher level managers to address issues.
The laissez-faire or passive managing is a danger for the unit and
organization. There are three warning signs: (a) failure to be in a problem-
solving mode; (b) not being responsive to employee’ and others’ complaints or
observations related to productivity, personnel, or customer concerns; and (c)
not keeping their employees appraised of actions-in-progress.
6. Communicative leaders convey direction and assist others in achieving
their goals.
Communicative leaders understand and convey to employees how their unit
contributes to the organization’s overall objectives. They often engage their
employees in daily conversation, relating unit actions to the larger scheme.
Visionary and charismatic leaders may be inspiring, but research does not
yet support these qualities as part of communicative leadership.
7. Communicative leaders actively engage in framing of messages and
events.
Communicative leaders are aware that their framing of organizational
objectives, processes and events are important to others and influence their
sensemaking, communication behaviors and actions. They consciously plan and
seek feedback on their framing.
8. Communicative leaders enable and support sensemaking.
Communicative leaders know that communication is an interactive process.
They recognize that other organizational actors continuously make sense of
information, events and behavior of leaders and employees – both verbal and
non-verbal. In keeping with this knowledge, they engage in dialogue, use stories
and narratives, and support sensemaking in formal and informal conversations.
Recommendations
for
practice

The concept of communicative leadership and research findings in this report
must be translated and adapted to each and every organizational setting. The
report may serve as a basis for further development of communicative
leadership through: discussions, evaluations, problem solving and support
related to communication between leaders and employees. The following four
recommendations may serve as a roadmap for developing communicative
leadership in organizations:
1.
Determine
Values

It is imperative that organizations first determine their values at the
organization as well as at unit levels. Organizational culture determines the

overall set of values that are followed on a day-to-day basis. Yet, each division
or unit has a unique history, operational demands, and pressures, which
determine the values that are held in high regard. The values at lower
hierarchical levels or in certain units may be at odds with those held at higher
levels. The values in any given unit may or may not be synchrony with this
report’s principles of communicative leadership. If the espoused values at any
level are perceived to be artificial or easily ignored when convenient, then
employee cynicism will be the inevitable result.
The organization should next determine what leader communication
behaviors are necessary for long-term effectiveness (production / profitability /
quality standards) at each level and in each division. The resulting set of
communication behaviors should match work design and job analyses and also
the values the organization and unit will honor.
2.
Assess
Leader
Communication
and
Communication
Climates

The best assessments generate regular and developmental feedback to those
with leadership responsibilities. Organizations sometimes select to measure
leaders’ behaviors with a few items, picked from established scales or from
instruments lacking tests of their dimensionality, that are believed to be
illuminating in some way. It is a haphazard practice to select a few items from
established instruments without consideration of their validity or reliability. In
contrast, we recommend that organizations and their consultants follow
conventional psychometric testing standards, where measures are assessed for
their concurrent and predictive validity.
In keeping with recommendation 1, the assessment of communicative
behaviors should be appropriate to the leaders’ position and responsibilities.
After receiving feedback, each leader should have insight into their strengths
and weaknesses as communicators. Accordingly, the organization’s appraisal
system may require upgrading.
3.
Develop
Coaching
Systems

It is imperative to develop authentic buy-in to communication values through
socialization, coaching and training.
Both leaders and employees are well known to amend any behavior for the
purpose of receiving bonuses or find favor with top management. The
amending of behaviors for purposes to which organizational members do not
believe in leads only to short-term behavior modification. Worse, score inflation
can emerge so that leader evaluations reflect what participants believe top
management wishes to hear rather than their truthful report of observed
behavior. Instead, we advocate the development of authentic buy-in to
communication values through socialization, coaching and training.
Managers rarely “go bad” – more likely, if not coached and trained, they
continue to manage and communicate in the ways that they have before. They

may also be positioned in an environment that constrains their abilities to be
communicative leaders. Where shortcomings exist, there is a need to discover
why the manager is communicating in a particular way.
4.
Increase
collaboration
between
HR
and
Communication
Units

Leadership development has historically been the responsibility of Human
Resources. More recently, communication skills have been introduced as vital in
leadership programs. HR and Communication each has a unique mission and
knowledge but in order to develop communicative leadership in an
organization, collaboration is essential.
Some problems that may arise are turf debates and communication
problems including not sharing responsibility and data of the assessment of
leadership communication and communication environment.

APPENDIX:
LEADER
COMMUNICATION
BEHAVIORS

Initiating
Structure

Manager-Employee Level Team or Work Unit Level
Define mission refers to the extent to
which the manager develops and articulates a
clear team or unit mission. Managers’
defining mission behaviors are measured by
employee understanding of their unit’s
purpose or goals or their manager’s vision.
Plan and Allocate Tasks refers to the
extent to which the manager proactively
develops employee assignments and
provides clear role definitions. Planning and
Allocating are often measured by employee
reports of the manager’s organizing skills
and designing employee roles to work in
concert with each other, and defines job
tasks and priorities, responsibilities, and
authority.
Plan and Allocate Tasks refers to the
extent to which the manager proactively
arranges assignments and standardizes
operating procedures. Planning and
Allocating Tasks are typically measured by
employee or upper management’s reports of
the unit’s standard operating procedures,
how various roles are designed to work
smoothly together, and the manager’s
working with the team to develop the best
approaches to work.
Set Goals and Expectations refers to the
extent to which the manager defines targets
for quality and productivity and maintains
clear standards of performance. The
managers’ competence in setting goals and
expectations are often measured by
employee reports of the manager’s setting
realistic, challenging goals and
communicating what is expected of the
individual output.
Set goals and Expectations refers to the
extent to which the manager defines targets
for unit quality and productivity and
maintains clear standards of performance
throughout the unit. Managerial setting goals
and expectations are typically measured by
employees’ and managers’ reports of the
manager’s setting realistic, challenging goals
and communicating what is expected of the
unit’s output.
Select refers to the extent to which the
manager hires, identifies, or accepts
members who are competent, have a mix of
skills, and work well together. Selecting unit
members is often measured by employees’ or
upper management’s reports of employees’
“fit” to the unit and how the composition of
the team matches its assigned tasks.
Sensemaking refers to the extent to which
the manager facilitates the team’s
understanding of internal or external events.
Sensemaking is measured by employee
reports of their interpretations of ambiguous
information or events in and outside the
organization.

Facilitating
Work

Coaching and Training refers to the
extent to which the manager helps
employees develop skills necessary to
succeed in their jobs. Coaching and training
are often measured by employee reports of
managerial helpfulness in learning new tasks,
suggestions on new ways for performing
tasks, and opportunities provided to
improve job skills.
Coaching and Training refers to the extent
to which the manager assists unit members’
skill development and team problem solving
capabilities. Coaching and training are often
measured by employee and managers’
reports of managerial helpfulness in learning
new tasks and giving suggestions for
improving task performance, the overall
assessment of unit skill level, and reports of
learning from past experiences.
Performance Feedback refers to the extent
to which managers give regular, constructive,
timely, clear, and useful appraisal of
employees’ work. Performance Feedback is
often measured by reports of the manager’s
recognition of their work contributions,
balance in giving positive and negative
appraisals, and giving evaluations in a
professional, respectful tone.
Performance Feedback refers to the extent
to which managers give unit members
regular, constructive, timely, clear, and useful
appraisal of their work. Performance
Feedback is often measured by members’
reports of the manager’s review of relevant
performance results, recognition of their
work contributions, balance in giving
positive and negative appraisals, and giving
evaluations in a professional, respectful tone.
Problem Solving refers to the extent to
which the manager seeks multiple
perspectives and new ways of solving
problems or participates with team members
in diagnosing and addressing work issues.
Problem Solving is measured by employees’
or manager’s reports of manager creativity,
seeking others’ perspective, and participatory
decision making style.
Encourage Self-Management refers to the
extent to which the manager facilitates team
members to become responsible for deter-
mining methods, procedures, and schedu-
ling. Encouraging Self-Management can be
measured by employees’ or managers’
reports of the manager making the team
responsible for most work-related decisions,
assigning tasks, and assessing unit
performance.

Relational
Dynamics

Openness refers to the extent to which the
manager is perceived as being receptive to
feedback and employee opinions as well as
the extent to which the manager relays
adequate and truthful information.
Openness is often measured by employee
reports of how easy it is to approach the
manager and the manager’s willingness to
listen in a non-defensive manner.
Openness refers to the extent to which the
manager is perceived as being approachable
regarding diverse opinions, welcoming and
answering questions, and relaying adequate
and truthful information. Openness is often
measured by unit members’ reports of how
easy it is to approach the manager, the
manager’s willingness to listen in a non-
defensive manner, and the veracity of
managerial disclosures.
Supportiveness refers to the extent to
which the manager acts in a considerate
manner toward employees, takes an interest
in their well-being, and facilities their work.
Supportiveness is often measured by
employee reports of the manager’s
helpfulness, aid in work processes, and being
counted upon when needed.
Supportiveness refers to the extent to
which the manager acts in a considerate
manner toward all unit members, takes an
interest in their well-being, and facilities their
work. Supportiveness is often measured by
unit members’ reports of managerial
helpfulness, aid in work processes, and able
to be counted upon when needed.
Conflict management refers to the extent
to which managers address personal and
performance disagreements and issues in a
professional, constructive manner. Conflict
Management is often measured by employee
reports of the manager’s interaction style as
forcing, problem solving, or laissez-faire or
the display of respectful, open
communication and question asking
behaviors.
Conflict Management refers to the extent
to which the manager addresses work unit
issues in a professional, constructive manner.
Conflict Management is often measured by
unit members’ reports of: the manager’s
interaction style as forcing, problem solving,
or laissez-faire; the display of respectful,
open communication and question asking
behaviors; and helping the team develop
solutions to task and relationship-related
problems.

Representing
Employees
and
the
Unit

Upward influence refers to the extent to
which the manager is perceived as being able
to secure resources for individuals and the
unit from upper management. Upward
Influence is often measured by employee
reports of the manager’s ability to deliver
resources for the unit and to shape upper
management’s opinions and actions.
Active Monitoring refers to the extent to
which the manager vigilantly scans the
internal and external environments for
information and events that might influence
the unit’s production or profitability. Active
Monitoring is typically measured by
managers’ and their managers’ reports of
time demands related to the position and
managerial skills in this area.
Networking refers to the extent to which
the manager builds relationships with
important constituents inside and outside the
organization for the purpose of information
gather, coordination of current projects, and
future cooperative ventures. Networking is
often measured by managers’ reports of
contact breadth and frequency of interaction.
Manage Boundaries refers to the extent to
which the manager protects the unit from
the encroachment of supplies, personnel,
and assignments from others as well as the
extent to which the manager leads the unit to
cooperate with other units in a professional
manner. Manage Boundaries is measured by
employees’ and managers’ evaluations of
managerial behavior.
Provide Resources refers to the extent to
which the manager is perceived as being able
to secure resources for the unit from upper
management. Provide Resources is typically
measured by employees’ and managers’
reports of the manager’s ability to deliver
resources for the unit and to shape upper
management’s opinions and actions.

Relevant
Outcomes
of
Leader
Communication
Behaviors

Role Clarity refers to the extent to which
employees understand the responsibilities
and the parameters of their job. Role clarity
is often measured by the absence of role
ambiguity and role conflict.
Cohesion refers to the extent to which
employees act in a coordinated, unified
manner. Cohesion is often measured by
employees’ or the supervisor’s report of
unanimity, collaboration, harmony, or
agreement.
Commitment refers to the extent to which
employees care about their organization and
its members. Commitment is often measured
by affective measures of intent to turnover,
organizational identification, and their pride
of membership.
Confidence refers to the extent to which
employees believe they are capable of
achieving and will achieve their goals.
Measures of Confidence include employees’
or supervisors’ report of positive work
attitudes, “can-do” spirit, morale, or belief in
goal achievement.
Engagement refers to the extent to which
employees invest energy and their physical,
emotional, and cognitive resources in work.
Engagement is often measured by employee
reports of enthusiasm, pride of work, and
feeling challenged.
Group processes refer to the extent to
which employees’ interactions in the unit
setting are constructive, timely, and rich in
information. Group processes are typically
measured by employees’ or managers’
reports of adequate information sharing,
careful decision making, receptivity to
member feedback, and member follow
through.
Performance refers to judgments of
employee work quality, productivity, and
contribution. Appropriate measures of
performance vary across job assignments
and responsibilities and are best constructed
from a job analysis and verified.
Performance refers to judgments of unit
work quality, productivity, and contribution.
Appropriate measures of unit performance
vary across (and at times even within) units
and are best constructed on a unit-by-unit
basis.

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