管理学 effective communication

11–1LEARNINGOUTLINE1.UnderstandingCommunications•interpersonal人际andorganizationalcommunication沟通.•thefunctionsofcommunication2.TheProcessofInterpersonalCommunications•allthecomponentsofthecommunicationprocess•thecommunicationmethodsmightuse•thebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem11–2LEARNINGOUTLINE3.OrganizationalCommunication•howcommunicationcanflow流向inanorganization•thethreecommoncommunicationnetworks•howmanagersshouldhandlethegrapevine4.UnderstandingInformationTechnology•Describehowtechnologyaffectsmanagerialcommunication.•Explainhowinformationtechnologyaffectsorganizations.11–3LEARNINGOUTLINE5.CommunicationIssuesinToday’sOrganization•DiscusshowInternetemployeegripesitesaffectcommunication.•Explainhoworganizationscanmanageknowledge.•Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.•Explainhowpoliticalcorrectnessisaffectingcommunication.11–4WhatIsCommunication?•CommunicationThetransferandunderstandingofmeaning.Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.InterpersonalCommunicationCommunicationbetweentwoormorepeopleOrganizationalCommunicationAllthepatterns,network,andsystemsofcommunicationswithinanorganization一、11–5Theimportanceofeffectivecommunication•Theimportanceofeffectivecommunicationformangerscannotbeoveremphasizedforonespecificreason:Everythingamangerdoesinvolvescommunicating.•Keepinmind:notsomething,buteverything!•决策必须要信息，信息必须进行沟通；•一旦决策制定，必须再次进行沟通。否则谁也不知道该干什么。•决策实施后，效果如何必须再一次地沟通。•Thebestidea,themostcreativesuggestion,thebestplan,themosteffectivejobdesign,andsooncannottakeshapewithoutcommunication.•Managersneedeffectivecommunicationskills.11–6FourFunctionsofCommunication•1)ControlFormalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.•2)MotivationCommunicationsclarifyforemployeeswhatistobedone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.•3)EmotionalExpressionSocialinteractionintheformofworkgroupcommunicationsprovideawayforemployeestoexpressthemselves.•4)InformationIndividualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.11–7Exhibit11.1TheInterpersonalCommunicationProcess11–8InterpersonalCommunication•MessageSource:sender’sintendedmeaning•Encoding编码Themessageconvertedtosymbolicform•ChannelThemediumthroughwhichthemessagetravels•DecodingThereceiver’sretranslationofthemessage•Noise噪音Disturbances干扰thatinterferewithcommunications11–9Distortions扭曲inCommunications•MessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesender•TheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11–10DistortionsinCommunications(cont’d)•TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessage•ReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiver•FeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender11–11InterpersonalCommunicationMethods•Face-to-face•Telephone•Groupmeetings•Formalpresentations•Memos•TraditionalMail•Faxmachines•Employeepublications•Bulletinboards公告栏•Audio-andvideotapes•Hotlines•E-mail•Computerconferencing•Voicemail•Tele-conferences•Video-conferences11–12EvaluatingCommunicationMethods•Feedback反馈-howquicklycanthereceiverrespondtothemessage?•Complexitycapacity复杂性-canthemethodeffectivelyprocesscomplexmessages?•Breadthpotential容量-howmanydifferentmessagescanbetransmittedusingthismethod?•Confidentiality信度-cancommunicatorsbereasonablysuretheirmessagesarereceivedonlybythoseintended?•Encodingease编码难度-cansendereasilyandquicklyusethischannel?•Decodingease解码难度-canreceivereasilyandquicklydecodemsg?•Time-spaceconstraint时空限制-dosendersandreceiversneedtocommunicateatthesametimeandinthesamespace?•Cost-howmuchdoesitcosttousethismethod?•Interpersonalwarmth-howwelldoesitconveyinterpersonalwarmth?•Formality（正式）-doesithavetheneededamountofformality?•Scanability（可以对照）-doesthismethodallowthemessagetobeeasilybrowsed（浏览）orscannedforrelevantinformation?•Timeofconsumption-doessenderorreceiverexercisethemostcontroloverwhenthemessageisdealtwith?11–13InterpersonalCommunication(cont’d)•NonverbalCommunicationCommunicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage:gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation语调:emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.11–14•FilteringThedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.•Emotions情绪Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.•InformationOverload过载Beingconfrontedwithaquantityo