Communication演讲.ppt

Communication,To Persuade other people to think or act in the way we do 沟通从心开始 -中国移动 Make yourself heard 理解就是沟通 -爱立信 Communication Unlimited! 沟通无极限 -摩托罗拉,The Definition of communication,Characteristics of Communication,Behaviors for Effective Interpersonal Communication,Components of communication,Functions of Communication,The Definition of communication:,Communication is derived from the Latin word communicare, meaning to share with or to make common, so when we communicate we share our thoughts, hopes, and knowledge with others. Communication is a form of human behavior derived from a need to connect and interact with other human beings.,100,000 years ago-facial expressions, exclamations（大叫） and noises,Basics of human communication,30,000 years ago- Cave paintings,20,000 years ago-a speakable language,5,000 years ago-the use of symbols and script,Components of communication 沟通的构成要素,components of communication?,Components of Communication,sender,encoding,context,receiver,decoding,feedback,channel,message,noise,Components of communication,Sender/Source （信息源） A sender/source is the person who transmits a message. Message （信息） A message is any signal that triggers the response of a receiver. Encoding （编码） Encoding refers to the activity during which the sender must choose certain words or nonverbal methods to send an intentional message.,Decoding （解码）,Decoding is the activity during which the receiver attaches meaning to the words or symbols he/she has received.,Receiver （信息接收者）,A receiver is any person who notices and gives some meaning to a message.,Channel /Medium （渠道）,Channel/Medium is the method used to deliver a message.,Context（情境）,The setting or situation is called a context.,Noise （干扰）,Noise is a term used for factors that interfere with the exchange of messages, including external noise ，physiological noise, psychological noise and semantic noise. Noise is inevitable.,Feedback （反馈）,The response of a receiver to a senders message is called feedback.,Verbal Communication语言信息沟通,WORDS 言语 =7% Keep it simple 保持简要 Explain and/or provide an example 解释或举例，或二者都做 Use clear,direct words 使用清楚，直截了当的语言 Respect your listeners 尊重你的听众 Repeat your main idea 重复你的主要观点 Check for understanding 检查理解情况,Visual Communication视觉沟通 = 55%,Eye Contact 目光接触 Posture 身体的姿势 Gestures 手势动作 Facial Expression 面部表情,Vocal Communication声觉沟通 = 38%,Variety 变化 Quality 音质 Rate 语速 Volume 音量 Vocalized Pauses 顿音,The Impact of Nonverbal Communication 非言语沟通的作用,VOCAL 声觉 38%,VISUAL 视觉 55%,VERBAL 言语,7%,Characteristics of Communication 沟通的特点,Characteristics of Communication,a. Communication is dynamic（动态的）,Communication is an ongoing activity. It is not fixed. A word or action does not stay frozen when you communicate ; it is immediately replaced with yet another word or action. (交际就像是一部动画，而不是图片）,b. Communication is systematic（系统性的）,Communication does not occur in isolation or in a vacuum, but rather is part of a larger system. We send and receive messages not in isolation, but in a specific setting. (场景，场所，场合，参加的人数等） Setting and environment help determine the words and actions we generate. Dress, language, topic selection, and the like are all adapted to context.,c. Communication is symbolic 符号性的）,Symbols are central to the communication process because they represent the shared meanings that are communicated. A symbol is a word, action, or object that stands for or represents a unit of meaning.,d. Communication is irreversible（不可逆转的）,Communication is an irreversible process. We can never undo what has already been done. Although we may try to qualify, negate, or somehow reduce the effects of our message, once it has been sent and received, the message itself cannot be reversed.,e. Communication is transactional（交互式的）,A transactional view holds that communicators are simultaneously sending and receiving messages at every instant that they are involved in conversations.,f. Communication is self-reflective（自省的）,Human beings have a unique ability to think about themselves, to watch how they define the world, and to reflect on their past, present, and future.,G. Communication is contextual （情境的）,All communication takes place within a setting or situation called a context. By context, we mean the place where people meet, the social purpose for being together, and the nature of the relationship. Thus the context includes the physical, social, and interpersonal settings.,Behaviors for Effective Interpersonal Communication,Six Behaviors for Effective Interpersonal Communication,Honesty Openness （self disclosure） Empathy Positiveness Supportiveness Equality,Honesty,Honesty, the quality of being honest, when applied to an interpersonal communication event, implies freedom from deceit or fraud. Honesty may sometimes require enormous wisdom and courage. Honesty includes both attitude and behavior. Both the attitude, or predisposition to behave honestly, and the behavior are entirely a matter of choice. Were not fully honest with each other.,Openness,Self-disclosure, revealing ones thinking, feelings, and beliefs to another. Successful interpersonal communication is characterized by the right amount and the right kind of self-disclosure in the right time. The more you know about someone, the fewer false assumptions you are likely to make about that person.,The Johari Window,Open,Known to others,Hidden,Blind,Unknown,Not known to self,Known to self,Not known to others,The Johari Window,Open,Known to others,Hidden,Blind,Unknown,Not known to self,Known to self,Not known to others,Empathy,Empathy refers to supportive behavior that is characterized by identification with the experiences, feelings, and problems of others, and with the affirmation of the others self-worth. Empathy is a reaction to someone that reflects recognition and identity with a similar emotional state.,Positiveness,Positiveness refers to behavior that is sure and constructive, rather than to behavior that is skeptical and doubtful. It empathizes the hopeful side of things by looking to the good in people and events. It affirms and builds; it does not attack or tear down.,Supportiveness,Refers to behavior characterized by description (rather than evaluation), problem orientation (rather than control), spontaneity (instead of strategy), empathy (as opposed to neutrality), equality (as opposed to superiority), and provisionalism (rather than certainty).,Equality,Equality refers to showing respect for another person and minimizing differences in ability, status, power and intellectual ability.,Functions of Communication,Functions of Communication,Functions of Communication,Control Control individuals behaviors in organizations Motivation Clarify for employees what is to done, how well they have done it, and what can be done to improve performance Emotional Expression Social interaction in the form of work group communications provides a way for employees to express themselves. Information Individuals and work groups need information to make decisions or to do their work.,Interpersonal Communication Methods,Face-to-face Telephone Group meetings Formal presentations Memos Traditional mail Fax Employee publications Bulletin boards Audio- and videotapes,Interpersonal Communication Barriers,Defensiveness,National Culture,Emotions,Information Overload,Interpersonal Communication,Language,Filtering,Filtering The deliberate manipulation of information to make it appear more favorable to the receiver. Emotions Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages. Information Overload Being confronted wit