MBA必修课《管理沟通》英文版课件chapter 1

ContentsinbriefPartIunderstandingthefoundationsofbusinesscommunicationPartIIapplyingthethree-stepwritingprocessPartIIIwritingletters,memos,e-mail,andotherbriefmessagesPartIVpreparingreportsandoralpresentationsPartVwritingemploymentmessagesandinterviewingforjobsPartIunderstandingthefoundationsofbusinesscommunicationChapter1achievingsuccessthrougheffectivebusinesscommunicationChapter2communicatinginteamsandmasteringlistening,nonverbalcommunication,andbusinessetiquetteskillsChapter3communicatinginterculturallyPartIIapplyingthethree-stepwritingprocessChapter4planningbusinessmessageChapter5writingbusinessmessagesChapter6completingbusinessmessagesPartIIIwritingletters,memos,e-mail,andotherbriefmessagesChapter7writingroutinemessagesChapter8writingbad-newsmessagesChapter9writingpersuasivemessagePartIVpreparingreportsandoralpresentationsChapter10planningbusinessreportsandproposalsChapter11writingbusinessreportsandproposalsChapter12completingformalbusinessreportsandproposalsChapter13planning,writing,andcompletingoralpresentationsPartVwritingemploymentmessagesandinterviewingforjobsChapter14writingresumesandapplicationlettersChapter15interviewingforemploymentandfollowingupChapter1achievingsuccessthrougheffectivebusinesscommunicationLearningobjectives:(1)Explainwhateffectivecommunicationisandhighlightfivecharacteristicsofeffectivebusinessmessages(2)Discussthreedevelopmentsintheworkplacethatareintensifyingtheneedtocommunicateeffectively(3)Describehoworganizationsshareinformationinternallyandexternally(4)Listeightwaystheinternetfacilitatesbusinesscommunication(5)Definethesixphasesofthecommunicationprocess(6)Identifyandbrieflydiscussfivetypesofcommunicationbarriers(7)Discussfourguidelinesforovercomingcommunicationbarriers(8)Explaintheattributesofethicalcommunication,anddifferentiatebetweenanethicaldilemmaandethicallapseCommunication,business,andyouCommunicationistheprocessofsendingandreceivingmessages.Communicationiseffectiveonlywhenthemessageisunderstoodandwhenitstimulatesactionorencouragesareceivertothinkinnewways.Onlythrougheffectivecommunicationcanyouanticipateproblems,makedecisions,coordinateworkflow,superviseothers,developrelationships,andpromoteproductsandservices.CharacteristicsofeffectivebusinessmessagesProvidepracticalinformation:GivefactsratherthanimpressionsClarifyandcondenseinformationStatepreciseresponsibilitiesPersuadeothersandofferrecommendationsCommunicationchallengesinToday’sworkplaceTheuseoftechnologyshowcasesyourcommunicationskillsandintensifiestheneedtocommunicateeffectively.Theincreasesininternationalbusinessdealingsandinthediversityoftheworkplacecreatecommunicationchallenges.Today’semployeesmustcommunicatewithpeoplewhospeakEnglishasasecondlanguage.Whenworkinginteams,youshouldbeabletoclarify,confirm,givefeedback,exploreideas,andcreditothers.CommunicationinorganizationalsettingsTosucceed,organizationsmustshareinformationwithpeoplebothinsideandoutsidethecompany.Internalcommunicationreferstotheexchangeofinformationandideasinanorganization.Internationalcommunicationhelpsemployeesdotheirjobs,developaclearsenseoftheorganization’smission,andidentifyandreactquicklytopotentialproblems.CommunicationinorganizationalsettingsTheformalflowofinformationfollowstheofficialchainofcommand.Downwardflow:organizationaldecisionsareusuallymadeatthetopandthenflowdowntothepeoplewhowillcarrythemout.Upwardflow:executivesdependonlower-levelemployeestofurnishthemwithaccurate,timelyreportsonproblems,emergingtrends,opportunitiesforimprovement,grievances,andperformances.CommunicationinorganizationalsettingsHorizontalflowhelpsemployeesshareinformationandcoordinatetasks,anditisespeciallyusefulforsolvingcomplexanddifficultproblems.Theinformalcommunicationnetworkcarriesinformationalongtheorganization’sunofficiallinesofactivityandpower.Thegrapevineisanimportantsourceofinformationinmostorganizations.CommunicatingexternallyTheexternalcommunicationnetworklinkstheorganizationwiththeoutsideworldofcustomers,suppliers,competitors,andinvestors.Messagessuchasstatementstothepress,letterstoinvestors,advertisements,priceincreaseannouncements,andlitigationupdatesrequirespecialcarebecauseoftheirdelicatenature.Tominimizetheimpactofanycrisis,expertcommunicatorsadvisemanagerstocommunicatehonestly,openly,andoften.CommunicatingexternallyInthecourseofyourdailyactivities,youunconsciouslyabsorbbitsandpiecesofinformationthataddtothecollectiveknowledgeofyourcompany.Outsidersmayformanimpressionofyourorganizationonthebasisofthesubtle,unconsciouscluesyoutransmitthroughyourtoneofvoice,facialexpression,andgeneralappearance.CommunicatingexternallyPlentyofhigh-levelmanagersrecognizethevalueofkeepingintouchwith“therealworld”bycreatingopportunitiestotalkwithandgetfeedbackfromcustomersandfrontlineemployees.CommunicatingthroughtheinternetTheinternetischangingthewaycustomers,suppliers,companies,andotherstakeholdersinteract.Companyusetheinternetto:(1)Sharetext,photos,slides,videos,andotherdatawithintheorganization(2)Permitemployees