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第十五章：Communicating沟通•人际沟通是管理者的基本技能之一，本章对沟通的基本理论作了一个介绍。主要内容包括：人际沟通、提高沟通技能、组织沟通这三部分。第一节：Interpersonalcommunication人际沟通•CommunicationThetransmissionofinformationandmeaningfromonepartytoanotherthroughtheuseofsharedsymbols.•沟通：指信息和意思通过共有的符号从一方传递到另一方。•Thesenderinitiatestheprocessbyconveyinginformationtothereceiver.Thesenderhasameaningheorshewishestocommunicateandencodesthemeaningintosymbols.Thenthesendersendsthemessagethroughsomechannel.•沟通过程从发送者开始，他把信息传递给接收者，发送者将需要沟通的信息编码成符号（语言），然后通过某种渠道（口头、书面）传递给接收者。•Thereceivedecodesthemessageandattemptstointerpretthesender’smeaning.Thereceivermayprovidefeedbacktothesenderbyencodingamessageinresponsetothesender’smessage.•接收者解码收到的信息，并解释发送者的意思。接收者可能对发送者提供反馈，以作为对发送者的信息的反应。1One-wayversustwo-waycommunication单向与双向沟通•One-waycommunicationAprocessinwhichinformationflowsinonlyonedirection—fromthesendertothereceiver,withnofeedbackloop.•单向沟通：信息朝着一个方向流动—从发送者到接收者，而没有反馈。•Two-waycommunicationAprocessinwhichinformationflowsintwodirections—thereceiverprovidesfeedbackandthesenderisreceptivetothefeedback.•双向沟通：信息朝着两个方向流动—接收者提供反馈并且发送者接收了反馈。•One-waycommunicationismuchmorecommonthanitshouldbebecauseitisfasterandeasierforthesender.Thebusyexecutivefindsiteasiertodashoffamemothantodiscusstheissuewiththesubordinate.•人们通常使用单向沟通，因为对发送者来说，他更快更容易。忙碌的管理者发现下发一个备忘录比与下属一起讨论更容易。•Two-waycommunicationismoredifficultandtime-consumingthanone-waycommunication.However,itismoreaccurate;fewermistakesoccurandfewerproblemsarise.•双向沟通比单向沟通更困难并且花时间，可是，双向沟通更准确，错误和问题更少。2Communicationpitfalls沟通陷阱•Errorscanoccurinallstagesofthecommunicationprocess.Intheencodingstage,worldscanbemisused,decimalpointstypedinthewrongplaces,factsleftout,orambiguousphrasesinserted.•在沟通的每个阶段都可能出错。在编码阶段，可能会用错字、小数点点错了地方、漏掉了一些事实或插入了一些模糊的段落。•Inthetransmissionstage,amemogetslostonacluttereddesk,thewordsonanoverheadtransparencyaretoosmalltoreadfromthebackoftheroom,orwordsarespokenwithambiguousinflections.•在信息的传递阶段，备忘录在凌乱的桌子上丢了，胶片上头的字太小以至于后面的人看不清楚，或由于吐字不清而让人听不清楚。•Decodingproblemsarisewhenthereceiverdoesn’tlistencarefullyorreadstooquicklyandoverlooksakeypoint.•当接收者没有仔细听，或读得太快和忽略关键点时，解码问题就产生了。•Moregenerally,people’sperceptualandfilteringprocessescreatemisinterpretations.•更一般的是，人们的感知和过滤过程会产生错误理解。•Becauseofsuchfilteringandperceptualdifferences,youcannotassumetheotherpersonmeanswhatyouthinkhemeans,orunderstandsthemeaningsyouintend.•因为过滤和感知的不同，你不能想当然的认为：你想象的别人的想法就是他的真实想法；也不能想当然的认为别人能理解你的意图。3Mixedsignalsandmisperception混合信号和误解•People’sperceptionscanundermineattemptstocommunicate.Theyinadvertentlysendmixedsignalsthatcanunderminetheirintendedmessages….,allofthiscreatesproblemsincommunication.•人们的感知可能会破坏沟通。人们漫不经心地发送信号可能破坏他们意图传递的信息，……所有的这些都会给沟通带来问题。Reducingmisperception减少误解•(1)ensurethatthereceiversattendtothemessagetheyaresending;确保接收者注意发送者正在发送的信息•(2)considertheotherparty’sframeofreferenceandattempttoconveythemessagefromthatperceptualviewpoint.考虑另一方的参考框架并从感知的角度出发传递信息。•(3)takeconcretestepstominimizeperceptualerrorsandimpropersignals,inbothsendingandreceiving;从发送和接收两个方面采取具体的步骤来减少感知上的错误和不适当的信号。•(4)sendconsistentmessages.发送一致的信息。4Oralandwrittenchannels口头和书面渠道•Communicationcanbesentthroughavarietyofchannelsincludingoral,written,andelectronic.•沟通能通过各种各样的渠道进行，这些渠道包括：口头渠道、书面渠道和电子渠道。4.1oralcommunication口头沟通•Oralcommunicationincludesface-to-facediscussion,telephoneconversations,andformalpresentationsandspeeches.•口头沟通包括：面对面讨论、电话交谈、正式陈述和演讲。•Advantagesarethatquestionscanbeaskedandanswered;feedbackisimmediateanddirect;thereceivercansensethesender’ssincerity;andoralcommunicationismorepersuasiveandsometimeslessexpensivethanwritten.口头沟通的优点是：有问有答；马上有直接的反馈；接收者能感受到发送者的真诚；口头沟通更有说服力；有时花费比书面沟通低。•Oralcommunicationalsohasdisadvantages:Itcanleadtospontaneous,ill-consideredstatements,andthereisnopermanentrecordofit.•口头沟通也有缺点：他可能导致一时冲动的、没有充分考虑的陈述；它没有永久的记录。4.2writtencommunication书面沟通•Writtencommunicationincludesmemos,letters,reports,computerfiles,andotherwrittendocuments.•书面沟通包括：备忘录、信件、报告、计算机文件和其他的书面文件•Advantagestousingwrittenmessagesarethatthemessagecanberevisedseveraltimes,itisapermanentrecordthatcanbesaved,themessagestaysthesameevenifrelayedthroughmanypeople,andthereceiverhasmoretimetoanalyzethemessage.书面沟通的优点是：以书面形式发送的信息能多次修改；可以作为永久信息保存；信息经过多人转手也不会改变；接收者有更多时间去分析信息。•Disadvantagesarethatthesenderhasnocontroloverwhere,when,orifthemessageisread;thesenderdoesnotreceiveimmediatefeedback;thereceivermaynotunderstandpartsofthemessage;andthemessagemustbelongertocontainenoughinformationtoansweranticipatedquestions.•书面沟通的缺点是：发送者不能控制接收者在什么地点、什么时间或是否阅读信息；发送者不能立即得到反馈；接收者可能不理解部分信息；书面材料中必须包含足够的信息以回答可能的问题5Electronicmedia电子媒介•Theadvantagesincludethesharingofmoreinformation,andspeedandefficiencyindeliveringroutinemessagestolargenumbersofpeopleacrossvastgeographicareas.Itcanreducetimespenttraveling,talking,andphotocopying.It’salsocheap优点包括：共享更多的信息；通过广大的地理区域传递日常信息到很多人时提高了速度和效率；减少时间；成本低。•Disadvantagesofelectroniccommunicationincludethedifficultyofsolvingcomplexproblems,whichrequiremoreextended,face-to-faceinteraction,andtheinabilitytopickupsubtle,nonverbal,orinflectionalcluesaboutwhatthecommunicatoristhinkingorconv