Communication演讲.ppt

Communication,ToPersuadeotherpeopletothinkoractinthewaywedo沟通从心开始-中国移动Makeyourselfheard理解就是沟通-爱立信CommunicationUnlimited!沟通无极限-摩托罗拉,TheDefinitionofcommunication,CharacteristicsofCommunication,BehaviorsforEffectiveInterpersonalCommunication,Componentsofcommunication,FunctionsofCommunication,TheDefinitionofcommunication:,CommunicationisderivedfromtheLatinwordcommunicare,meaningtosharewithortomakecommon,sowhenwecommunicateweshareourthoughts,hopes,andknowledgewithothers.Communicationisaformofhumanbehaviorderivedfromaneedtoconnectandinteractwithotherhumanbeings.,100,000yearsago-facialexpressions,exclamations（大叫）andnoises,Basicsofhumancommunication,30,000yearsago-Cavepaintings,20,000yearsago-aspeakablelanguage,5,000yearsago-theuseofsymbolsandscript,Componentsofcommunication沟通的构成要素,componentsofcommunication?,ComponentsofCommunication,sender,encoding,context,receiver,decoding,feedback,channel,message,noise,Componentsofcommunication,Sender/Source（信息源）Asender/sourceisthepersonwhotransmitsamessage.Message（信息）Amessageisanysignalthattriggerstheresponseofareceiver.Encoding（编码）Encodingreferstotheactivityduringwhichthesendermustchoosecertainwordsornonverbalmethodstosendanintentionalmessage.,Decoding（解码）,Decodingistheactivityduringwhichthereceiverattachesmeaningtothewordsorsymbolshe/shehasreceived.,Receiver（信息接收者）,Areceiverisanypersonwhonoticesandgivessomemeaningtoamessage.,Channel/Medium（渠道）,Channel/Mediumisthemethodusedtodeliveramessage.,Context（情境）,Thesettingorsituationiscalledacontext.,Noise（干扰）,Noiseisatermusedforfactorsthatinterferewiththeexchangeofmessages,includingexternalnoise，physiologicalnoise,psychologicalnoiseandsemanticnoise.Noiseisinevitable.,Feedback（反馈）,Theresponseofareceivertoasendersmessageiscalledfeedback.,VerbalCommunication语言信息沟通,WORDS言语=7%Keepitsimple保持简要Explainand/orprovideanexample解释或举例，或二者都做Useclear,directwords使用清楚，直截了当的语言Respectyourlisteners尊重你的听众Repeatyourmainidea重复你的主要观点Checkforunderstanding检查理解情况,VisualCommunication视觉沟通=55%,EyeContact目光接触Posture身体的姿势Gestures手势动作FacialExpression面部表情,VocalCommunication声觉沟通=38%,Variety变化Quality音质Rate语速Volume音量VocalizedPauses顿音,TheImpactofNonverbalCommunication非言语沟通的作用,VOCAL声觉38%,VISUAL视觉55%,VERBAL言语,7%,CharacteristicsofCommunication沟通的特点,CharacteristicsofCommunication,a.Communicationisdynamic（动态的）,Communicationisanongoingactivity.Itisnotfixed.Awordoractiondoesnotstayfrozenwhenyoucommunicate;itisimmediatelyreplacedwithyetanotherwordoraction.(交际就像是一部动画，而不是图片）,b.Communicationissystematic（系统性的）,Communicationdoesnotoccurinisolationorinavacuum,butratherispartofalargersystem.Wesendandreceivemessagesnotinisolation,butinaspecificsetting.(场景，场所，场合，参加的人数等）Settingandenvironmenthelpdeterminethewordsandactionswegenerate.Dress,language,topicselection,andthelikearealladaptedtocontext.,c.Communicationissymbolic符号性的）,Symbolsarecentraltothecommunicationprocessbecausetheyrepresentthesharedmeaningsthatarecommunicated.Asymbolisaword,action,orobjectthatstandsfororrepresentsaunitofmeaning.,d.Communicationisirreversible（不可逆转的）,Communicationisanirreversibleprocess.Wecanneverundowhathasalreadybeendone.Althoughwemaytrytoqualify,negate,orsomehowreducetheeffectsofourmessage,onceithasbeensentandreceived,themessageitselfcannotbereversed.,e.Communicationistransactional（交互式的）,Atransactionalviewholdsthatcommunicatorsaresimultaneouslysendingandreceivingmessagesateveryinstantthattheyareinvolvedinconversations.,f.Communicationisself-reflective（自省的）,Humanbeingshaveauniqueabilitytothinkaboutthemselves,towatchhowtheydefinetheworld,andtoreflectontheirpast,present,andfuture.,G.Communicationiscontextual（情境的）,Allcommunicationtakesplacewithinasettingorsituationcalledacontext.Bycontext,wemeantheplacewherepeoplemeet,thesocialpurposeforbeingtogether,andthenatureoftherelationship.Thusthecontextincludesthephysical,social,andinterpersonalsettings.,BehaviorsforEffectiveInterpersonalCommunication,SixBehaviorsforEffectiveInterpersonalCommunication,HonestyOpenness（selfdisclosure）EmpathyPositivenessSupportivenessEquality,Honesty,Honesty,thequalityofbeinghonest,whenappliedtoaninterpersonalcommunicationevent,impliesfreedomfromdeceitorfraud.Honestymaysometimesrequireenormouswisdomandcourage.Honestyincludesbothattitudeandbehavior.Boththeattitude,orpredispositiontobehavehonestly,andthebehaviorareentirelyamatterofchoice.Werenotfullyhonestwitheachother.,Openness,Self-disclosure,revealingonesthinking,feelings,andbeliefstoanother.Successfulinterpersonalcommunicationischaracterizedbytherightamountandtherightkindofself-disclosureintherighttime.Themoreyouknowaboutsomeone,thefewerfalseassumptionsyouarelikelytomakeaboutthatperson.,TheJohariWindow,Open,Knowntoothers,Hidden,Blind,Unknown,Notknowntoself,Knowntoself,Notknowntoothers,TheJohariWindow,Open,Knowntoothers,Hidden,Blind,Unknown,Notknowntoself,Knowntoself,Notknowntoothers,Empathy,Empathyreferstosupportivebehaviorthatischaracterizedbyidentificationwiththeexperiences,feelings,andproblemsofothers,andwiththeaffirmationoftheothersself-worth.Empathyisareactiontosomeonethatreflectsrecognitionandidentitywithasimilaremotionalstate.,Positiveness,Positivenessreferstobehaviorthatissureandconstructive,ratherthantobehaviorthatisskepticalanddoubtful.Itempathizesthehopefulsideofthingsbylookingtothegoodinpeopleandevents.Itaffirmsandbuilds;itdoesnotattackorteardown.,Supportiveness,Referstobehaviorcharacterizedbydescription(ratherthanevaluation),problemorientation(ratherthancontrol),spontaneity(insteadofstrategy),empathy(asopposedtoneutrality),equality(asopposedtosuperiority),andprovisionalism(ratherthancertainty).,Equality,Equalityreferstoshowingrespectforanotherpersonandminimizingdifferencesinability,status,powerandintellectualability.,FunctionsofCommunication,FunctionsofCommunication,FunctionsofCommunication,ControlControlindividualsbehaviorsinorganizationsMotivationClarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformanceEmotionalExpressionSocialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.InformationIndividualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.,InterpersonalCommunicationMethods,Face-to-faceTelephoneGroupmeetingsFormalpresentationsMemosTraditionalmailFaxEmployeepublicationsBulletinboardsAudio-andvideotapes,InterpersonalCommunicationBarriers,Defensiveness,NationalCulture,Emotions,InformationOverload,InterpersonalCommunication,Language,Filtering,FilteringThedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.EmotionsDisregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverloadBeingconfrontedwithaqu