罗宾斯管理学交流与激励ManagersandCommunication

Survey:Whatisthemostimportantfactoraffectingthesuccessofapeople?1.Intelligence2.Expertise3.Interpersonalcommunicationskills4.Opportunities11–1Surveys:•AresearchbyPrinstonUniversityonthequenstainairsof10,000showsthat：“智慧intelligence”、“专业技术expertise”and“经验experience”accountforonly25％ofthefactorsoftheirsuccess.Therest75％comesfromgoodinterpersonalcommunicationskills.•AresearchbyHarverdUniversitydiscoveredthat82%ofemployeesdismissedhadmiscommunicationproblem.OnesCommunicativecapabilityishighlyrelatedtohis/hercareerdevelopment.•干得好，必须沟通好Conclusion:EleventheditionSTEPHENP.ROBBINSMARYCOULTERSchoolofManagement,ShanghaiUniversityManagersandCommunicationChapter9-111–51.TheNatureandFunctionofCommunication11–61.1WhatIsCommunication?DCommunicationThetransferandunderstandingofmeaning.だいすき15–7大好き15–815–911–101.1WhatIsCommunication?DCommunicationThetransferandunderstandingofmeaning.11–111.1WhatIsCommunication?DCommunicationThetransferandunderstandingofmeaning.Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.Communication＝agreement11–121.1WhatIsCommunication?CommunicationInterpersonalcommunicationOrganizationalcommunication人际交流Communicationbetweentwoormorepeople组织交流Allthepatterns,network,andsystemsofcommunicationswithinanorganization11–131.2FourFunctionsofCommunicationFunctionsofCommunicationControlMotivationEmotionalExpressionInformationCommunicationcanbeusedfor11–141.2FunctionsofCommunication•ControlFormalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.EX1：Formalcommunication——Communicationisbeingusedtocontrol,whenemployeesarerequiredtocommunicateanyjob-relatedgrievancetotheirimmediatemanagerEX2:Informalcommunication——tease(取笑)amemberwho’sworkingtoohardorproducingtoomuch11–151.2FunctionsofCommunication•MotivationCommunicationsclarifyforemployeeswhatistobedone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.11–16FunctionsofCommunication•EmotionalExpressionSocialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.11–17FunctionsofCommunication•InformationIndividualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.11–182.MethodsofInterpersonalCommunication11–192.2InterpersonalCommunicationMethods(1)MainCommunicationMethods1.Face-to-face2.Telephone3.Groupmeetings4.Formalpresentations5.Memos6.TraditionalMail7.Faxmachines8.Employeepublications9.Bulletinboards10.Audio-andvideotapes11Hotlines12E-mail13Computerconferencing14Voicemail15Teleconferences16Videoconferences17Twitter18WechatQQ微信•Inwhichmethodswillyoucommunicatewithothers?Incaseof…15–2011–21(2)EvaluatingCommunicationMethods1.Feedback2.Complexitycapacity复杂性能力3.Breadthpotential潜在宽度4.Confidentiality私密性5.Encodingease编码容易度6.Decodingease7.Time-spaceconstraint8.Cost9.Interpersonalwarmth10.Formality11.Scanability信息可得性12.Timeofconsumption信息消费点2.2InterpersonalCommunicationMethodsExhibit15-2:ComparisonofCommunicationMethodsP408Exhibit15-2:ComparisonofCommunicationMethods(cont.)P408Exhibit15-2:ComparisonofCommunicationMethods(cont.)P408Exhibit15-2ComparisonofCommunicationMethods(cont.)P40811–26Exhibit15–2ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.P40811–27InterpersonalCommunicationmethods•(3)NonverbalCommunication•DNonverbalCommunicationCommunicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage:gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation语调:emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.11–28Exhibit15–1TheInterpersonalCommunicationProcessP4067elements2.1InterpersonalCommunicationProcess11–292.1InterpersonalCommunicationProcess•D•Message（信息）Source:sender’sintendedmeaning•Encoding（编码）Themessageconvertedtosymbolicform•Channel（通道）Themediumthroughwhichthemessagetravels•Decoding（解码）Thereceiver’sretranslationofthemessage•Noise（噪声）Disturbancesthatinterferewithcommunications11–30DistortionsinCommunications•MessageEncoding–isaffectedbySkills,attitudes,knowledgeofthesenderThesocial-culturalsystemofthesender•TheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11–31DistortionsinCommunications(cont’d)•TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageEX1:Theofficeisonfire,amemoEx2:Multiplechannel-Workevaluationofemployees(facetofacetalking+document)•ReceiverSkills,attitudes,andknowledgeofreceiver,andsocial-culturalsystem•FeedbackLoop反馈循环Communicationchanneldistortionsaffectingthereturnmessagefromreceivertosender11–323.Effecti