压力管理心理学第九讲 沟通

Chapter6CommunicationCasesRelatedtoAirplaneCrashOnMarch27,1977,LosRodeoswasthesceneoftheworstairplanecrashinhistory.OnthatSundayafternoon,justbefore2p.m.,twoBoeing747stoucheddownatLosRodeos.OnewasaKLM(RoyalDutchAirlines)flightfromAmsterdam.TheotheraPanAmericanflightfromNewYork.Bothwerecharterflights.Twenty-eightyearsago,thegreatestdisasterinairlinehistorykilled538peopleAfterstudyingthischapter,youshouldbeableto:1.DescribeFunctionsofCommunication2.Describethecommunicationprocess.3.Contrasttheadvantagesanddisadvantagesoforalversuswrittencommunication.4.Comparetheeffectivenessofthechain,wheel,andall-channelnetworks.LEARNINGOBJECTIVESAfterstudyingthischapter,youshouldbeableto:5.Discusshowcomputer-aidedtechnologyischangingorganizationalcommunication.6.Identifycommonbarrierstoeffectivecommunication.LEARNINGOBJECTIVESCommunicationThetransferenceandtheunderstandingofmeaning.CommunicationFunctions1.Controlmemberbehavior.2.Fostermotivationforwhatistobedone.3.Provideareleaseforemotionalexpression.4.Provideinformationneededtomakedecisions.StudyQuestion1:FunctionsofCommunicationCommunicationProcessThestepsbetweenasourceandareceiverthatresultinthetransferenceandunderstandingofmeaning.StudyQuestion2:CommunicationProcessElementsoftheCommunicationProcessThesenderEncodingThemessageThechannelDecodingThereceiverNoiseFeedbackAPerceptualModelofCommunicationEncodesIdeasorThoughtsCreatesMessageCreatesMeaningDecodesMessageEncodesIdeasorThoughtsCreatesMessageCreatesMeaningDecodesMessageSenderReceiverTransmittedonmediumTransmittedonmediumNoiseOralcommunicationSpeedandfeedbackPotentialfordistortionWrittencommunicationTangible,verifiable,thorough,logicalandclearTimeconsuming,lackoffeedbackStudyQuestion3:InterpersonalCommunicationInterpersonalCommunicationcont.NonverbalcommunicationGivesfullermeaningtoasender’smessagewhenlinkedwithspokenlanguageIntonationscanchangethemeaningofamessageActionsusuallyspeaklouderthanworksinacontradictorysituationLookfornonverbalcuesaswellaslistentotheliteralmeaningofasender’sIntonations:It’stheWayYouSayIt!Changeyourtoneandyouchangeyourmeaning:PlacementoftheemphasisWhatitmeansWhydon’tItakeyoutodinnertonight?Iwasgoingtotakesomeoneelse.Whydon’tItakeyoutodinnertonight?Insteadoftheguyyouweregoingwith.Whydon’tItakeyoutodinnertonight?I’mtryingtofindareasonwhyIshouldn’ttakeyou.Whydon’tItakeyoutodinnertonight?Doyouhaveaproblemwithme?Whydon’tItakeyoutodinnertonight?Insteadofgoingonyourown.Whydon’tItakeyoutodinnertonight?Insteadoflunchtomorrow.Whydon’tItakeyoutodinnertonight?Nottomorrownight.DirectionofCommunicationUpwardDownwardLateralChannelThemediumselectedbythesenderthroughwhichthemessagetravelstothereceiver.TypesofChannelsFormalChannelsAreestablishedbytheorganizationandtransmitmessagesthatarerelatedtotheprofessionalactivitiesofmembers.InformalChannelsUsedtotransmitpersonalorsocialmessagesintheorganization.Theseinformalchannelsarespontaneousandemergeasaresponsetoindividualchoices.StudyQuestion4:ChannelFormalsmall-groupnetworkschain,wheel,allchannelInformalgroupcommunicationnetworkgrapevineComputer-aidedcommunicationMessagescanbequicklywritten,editedandstored,canbedistributedtoonepersonorthousands,lowcostInformationoverload,lackemotionalcontent,coldandimpersonalSmall-GroupNetworksandEffectivenessCriteriaEXHIBIT10–4NETWORKSCriteriaChainWheelAllChannelSpeedModerateFastFastAccuracyHighHighModerateEmergenceofaleaderModerateHighNoneMembersatisfactionModerateLowHighGrapevineGrapevineCharacteristicsInformal,notcontrolledbymanagement.Perceivedbymostemployeesasbeingmorebelievableandreliablethanformalcommunications.Largelyusedtoservetheself-interestsofthosewhouseit.Resultsfrom:DesireforinformationaboutimportantsituationsAmbiguousconditionsConditionsthatcauseanxietySuggestionsforReducingtheNegativeConsequencesofRumors1.Announcetimetablesformakingimportantdecisions.2.Explaindecisionsandbehaviorsthatmayappearinconsistentorsecretive.3.Emphasizethedownside,aswellastheupside,ofcurrentdecisionsandfutureplans.4.Openlydiscussworst-casepossibilities—itisalmostneverasanxiety-provokingastheunspokenfantasy.Computer-AidedCommunicationE-mailAdvantages:quicklywritten,sent,andstored;lowcostfordistribution.Disadvantages:informationoverload,lackofemotionalcontent,coldandimpersonal.InstantmessagingAdvantage:“realtime”e-mailtransmittedstraighttothereceiver’sdesktop.Disadvantage:canbeintrusiveanddistracting.Emoticons:ShowingEmotioninE-MailElectronicmailneedn’tbeemotionfree.Overtheyears,asetofsymbols(emoticons)hasevolvedthate-mailusershavedevelopedforexpressingemotions.Forinstance,theuseofallcaps(i.e.,THISPROJECTNEEDSYOURIMMEDIATEATTENTION!)isthee-mailequivalentofshouting.Thefollowinghighlightssomeemoticons:Computer-AidedCommunication(cont’d)IntranetAprivateorganization-wideinformationnetwork.ExtranetAninformationnetworkconnectingemployeeswithexternalsuppliers,customers,andstrategicpartners.VideoconferencingAnextensionofanintranetorextranetthatpermitsface-to-facevirtualmeetingsviavideolinks.Fi