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 CommunicationisderivedfromtheLatinword communicare 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 Theresponseofareceivertoasender smessageiscalledfeedback 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 We renotfullyhonestwitheachother Openness Self disclosure revealingone sthinking 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 andwiththeaffirmationoftheother sself 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 ControlControlindividuals behaviorsinorganizationsMotivationClarifyforemployeeswhatistodone howwelltheyhavedoneit andwhatcanbedonetoimproveperformanceEmotionalExpressionSocialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves InformationIndividualsandworkgroupsneedinformationtomakedecisionsortodotheirwork InterpersonalCommunicationMethods Face to faceTelephoneGroupmeetingsFormalpresentationsMemosTraditionalmailFaxEmployeepublicationsBulletinboardsAudio andvideotapes InterpersonalCommunicationBarriers Defensiveness NationalCulture Emotions InformationOverload InterpersonalCommunication Language Filtering FilteringThedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver EmotionsDisregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages InformationOverloadBeingconfrontedwithaquan