Leaders, YOU set the tone

“No. That won’t work” says a leader bluntly to their direct report. The leader probably didn’t intend it, but the direct report could be feeling dejected and disrespected based on the leader’s blunt statement. When a leader disagrees with information, it’s better to pause and check in with their goal for the conversation. Do they want to sound dismissive? Or do they want to respect the team member by better understanding their point of view?  

We’ve likely all worked with a leader who has inadvertently demoralized team members. The problem with this is that it can lead to a negative team culture. Because as we know, the vibe of a team is often set by the leader. Dr. Michelle Lynskey, Executive Coach and Consultant, teaches people how to use the SAVI® communication method to help people ‘get’ what’s going on and what to do differently to create a positive outcome.  

SAVI® is an acronym for System for Analyzing Verbal Interactions. SAVI® is a practical, theory-based way of mapping verbal behaviors and communication patterns to make sense of what's happening in a conversation, improve listening, solve problems more effectively, and resolve conflict. Consider these SAVI® core concepts:  

Consider your words AND your tone 

“Tone is powerful,” shares Michelle. And since leaders are responsible for their team to achieve a goal, they’re responsible for creating a productive communication climate to make things happen. For instance, you can say, “Happy Birthday” in fifteen different tones and evoke fifteen different responses. The tone of your voice is at least as important as the words that we speak.  

Are your messages easy to follow? Do they come through as intended? 

In addition to tone, there are other factors or “noise” that can interfere with your message getting across. Communication can be noisy when the message is unclear, when too much information is included, and when there are conflicting parts in the message. Along with tone, noise can negatively impact the working climate. SAVI® identifies these three types of noise as ambiguity, redundancy, and contradiction:

1. Ambiguity.  

It can be exhausting if people must work twice as hard to comprehend a leader’s message. Let’s look at an example:  

No. Um, I don’t know. Let’s see here. You know it could be when someone is talking to you. Wait, that’s not a good example either.  

Did you find that example easy to follow? Probably not 😊. That was a demonstration of someone thinking out loud. Admittedly, it was a bit of an exaggeration, but we’ve likely all heard a leader who is unclear or difficult to follow when they speak. Noisy messages make it difficult for listeners to follow, which can be frustrating! None of us are immune from sending noisy messages. Leaders should pause to gather their thoughts and reframe their message. Listeners will appreciate the clarification, as it will contribute to a more positive work environment. 

2. Redundancy 

Have you been in a meeting where people say what they want to say, say it again differently, and say it again? Or perhaps a meeting that feels stalled because there is so much discussion without reaching a conclusion? This is an example of redundancy, which can be frustrating when we’re working toward a goal. Instead of adding to the redundancy, leaders should paraphrase and summarize to help the team see the sum of what they’ve discussed. Often, just like all humans, team members’ stress is reduced simply by knowing that they’ve been heard! Then, to move the group toward closure, a leader can pose questions to the group such as, “Do we need more information before we can make a decision? If we do, what other information do we need?” This strategy enables a more positive and productive workplace by moving the group forward toward its goal. 

3. Contradiction 

Contradiction happens when two conflicting pieces of information are communicated at the same time. Here are examples: 

• “Yes, but I don’t like that idea.” (yes and no) 

• Sarcastic tone: “Sure, staying with your parent would be so romantic” (the words say one thing, the tone says another).  

The leader can intervene by pointing out the contradiction, stating both sides of it, and encouraging the team to consider each point of view separately. 

By paying attention to their own and others’ communication patterns, leaders can lower stress, improve productivity, and foster a positive culture and communication environment for their teams.  

Contact ChangeStaffing to learn more about how to set a productive, positive tone for your team!  

Thank you to Michelle Lynskey for her thought leadership and for collaborating with us on this blog.  

Written by Kylette Harrison 

SAVI®  is a registered trademark of SAVI Communications LLC. 
© 2022 SAVI Communications LLC. Do not reproduce without written permission. 

SAVI was developed by Yvonne Agazarian and Anita Simon.