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’.
o ‘Eats, shoots and leaves’.
Coaching and Counseling
- Coaching: giving advice, direction or information to improve performance (Focuses on
- Counseling: helping someone understand and resolve a problem him/herself by
displaying understanding. (Focuses on attitudes).
Attributes of Supportive Communication
- Supportive listening
Effective Listening and Responding
- Most important managerial skill that most people lack.
- Four types of responses (closed to open)
o Probing o Reflecting
- People should rely more on reflecting than advising – especially early in the
Personal Management Interview
- Effectiveness increases when managers conduct regularly scheduled, private meetings
- 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.
- 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.