For anyone who aspires to a leadership role in business or public service, there is surely no skill more critical than effective communication. Whether written or oral, to colleagues, customers or even a court of law, a true leader must be able to deliver a coherent and persuasive message. Equally or perhaps even more important is the flip side of communication: listening – especially to customers. And developing these skills requires dedicated effort. These were key takeaways from an October 22 Chamber event, “Effective Communication: A Key Driver of Career Growth.”

Presented by the Global Diversity Management Committee, it was a hybrid event with one of two speakers and several guests at the Tokyo offices of Colliers, while the other speaker and numerous guests participated online. The seminar was moderated by CCCJ Governors Tomoko Ebine and Ai Nakagawa.

Two expert communicators

The speakers were two of the most distinguished Canadian executives ever to serve in Japan: Montrealer Philippe Godbout, Managing Director at Dassault Systèmes Japan; and from Port Elgin, Ontario, on the shores of Lake Huron, Sarah Casanova, former CEO of McDonald’s Japan, and now a member of the CCCJ’s Honorary Board of Advisors. Both expert communicators, they offered practical insights into how effective communication influences leadership, collaboration and career advancement.

Philippe introduced the Think, Lead, Act approach, explaining that effective communication goes beyond output to align thought, leadership and action. He encouraged participants to listen deeply, noting that accurately hearing others is often the most challenging aspect of communication. Leaders, he said, succeed by caring about others’ goals while valuing their own skills. Philippe also highlighted that communication occurs on multiple levels, from team dynamics to organizational and national contexts, and that embracing different ways of thinking drives innovation.

Speeches that powered a V-shaped turnaround

Sarah Casanova sharpened her public speaking skills as she led the 200,000 employees of McDonald’s Japan through a “V-shaped” turnaround. See: https://thecanadian.cccj.or.jp/sarahs-amazing-journey/. In 2014, she was faced with a turning around a company in a deep slump, with its people demoralized. After traveling the length of Japan to listen, Sarah began to speak, hesitantly at first. But as she addressed thousands of employees and franchisees gathered in vast auditoriums she began to find her voice as she delivered powerfully motivational speeches. Her leadership roused the McDonald’s team to regain their mojo, with what she called “The Power of One.”

Since leaving McDonald’s, Sarah has put considerable thought into the art of communication. And that work was at the heart of her presentation, which you can see here: https://tinyurl.com/4ytsdcuw .

She stressed that communication should start from the heart, with preparation and practice essential to resonating with your audience. Assertiveness, she explained, does not mean aggression. Silence and body language can be powerful tools. Attendees were encouraged to visualize interactions, manage emotions and focus on fairness, asking whether a message will be received or ignored. Her mantra, “Be bold, be brief, be gone,” reinforced the value of concise, confident communication.

Don’t get lost in translation

Cross-cultural communication was another key theme. Both speakers noted that when using an interpreter, audiences often focus on the translation rather than the speaker. Understanding high-context versus low-context communication styles and staying grounded in facts and goals during emotionally charged conversations are essential for success. They also emphasized tailoring communication to each audience, as there is no such thing as an average recipient.

This event highlighted the tremendous depth and breadth of experience among the Chamber’s membership. We look forward to more in the future.