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Lecture

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Department
Administrative Studies
Course
ADMS 3020
Professor
All Professors
Semester
Fall

Description
Canadian Business Culture and Management Skills ADMS 3020 ­ Fall 2011 – Professor Eytan Lasry Lecture 4 – Communication and Power and Influence –Oct 4 Frequent Organizational Problems - Reliance on technology and less face­to­face communication. - (Low­quality) information overload.  - Lacks context and results in misinterpretation. Lost in Translation - Inconsistent pronunciations o ‘The present is a good time to present a present’.  - Punctuation o ‘Eats, shoots and leaves’.  Coaching and Counseling - Coaching: giving advice, direction or information to improve performance (Focuses on  abilities).  - Counseling: helping someone understand and resolve a problem him/herself by  displaying understanding. (Focuses on attitudes).  Attributes of Supportive Communication - Congruent - Descriptive - Problem­oriented - Validating - Specific  - Conjunctive - Owned  - Supportive listening Effective Listening and Responding - Most important managerial skill that most people lack.  - Four types of responses (closed to open) o Advising  o Deflecting  o Probing o Reflecting - People should rely more on reflecting than advising – especially early in the  conversation. Personal Management Interview - Effectiveness increases when managers conduct regularly scheduled, private meetings  with subordinates.  - Self­assessment.  - Feedback.  - Role negotiation. - Actions items for next meeting Culture and Communication - Affective and particularistic cultures tend to rely on reflective responses and counseling  more than advising and coaching.  - Despite important cultural differences, the principles of supportive communication are  universal and sensitivity to individual differences and styles is key. Behavioural Guidelines - Differentiate between coaching situations and counseling situations.  - Communicate supportively using the eight attributes.  - Practice effective listening and appropriate use of different response types.  - Implement personal management interviews. Power and Influence - Power = the capacity to influence behaviour. - A manager’s job is to get cooperation from a range of constituents: bosses, subordinates,  customers, suppliers, unions.  - A manager’s power comes from helping others accomplish their tasks, which usually  requires political clout. 
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