管理学课件第11章 管理沟通与信息技术(Communication and Ination Technology).ppt

CommunicationandInformationTechnology Chapter11 11 2 LEARNINGOUTLINEFollowthisLearningOutlineasyoureadandstudythischapter UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication Discussthefunctionsofcommunication TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess Listthecommunicationmethodsmanagersmightuse Describenonverbalcommunicationandhowittakesplace Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem 11 3 LEARNINGOUTLINE cont d FollowthisLearningOutlineasyoureadandstudythischapter OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization Describethethreecommoncommunicationnetworks Discusshowmanagersshouldhandlethegrapevine UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication Definee mail instantmessaging blogsandwikis voice mail fax EDI teleconferencing videoconferencing webconferencing intranet andextranet Explainhowinformationtechnologyaffectsorganizations 11 4 LEARNINGOUTLINE cont d FollowthisLearningOutlineasyoureadandstudythischapter CommunicationIssuesinToday sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld Explainhoworganizationscanmanageknowledge Explainwhycommunicatingwithcustomersisanimportantmanagerialissue Explainhowpoliticalcorrectnessisaffectingcommunication 11 5 WhatIsCommunication Communication 沟通 Thetransferandunderstandingofmeaning 意思的传递和理解 Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage InterpersonalCommunication 人际沟通 CommunicationbetweentwoormorepeopleOrganizationalCommunication 组织沟通 Allthepatterns network andsystemsofcommunicationswithinanorganization 11 6 FourFunctionsofCommunication 沟通的功能 FunctionsofCommunication 11 7 FunctionsofCommunication Control 控制 Formalandinformalcommunicationsacttocontrolindividuals behaviorsinorganizations Motivation 激励 Communicationsclarifyforemployeeswhatistodone howwelltheyhavedoneit andwhatcanbedonetoimproveperformance 11 8 FunctionsofCommunication cont d EmotionalExpression 情绪表达 Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves Information 信息 Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork 11 9 InterpersonalCommunication 人际沟通 Message 信息 Source sender sintendedmeaningEncoding 编码 ThemessageconvertedtosymbolicformChannel 渠道 ThemediumthroughwhichthemessagetravelsDecoding 解码 Thereceiver sretranslationofthemessageNoise 噪声 Disturbancesthatinterferewithcommunications 11 10 Exhibit11 1TheInterpersonalCommunicationProcess 人际沟通过程 11 11 DistortionsinCommunications MessageEncodingTheeffectoftheskills attitudes andknowledgeofthesenderontheprocessofencodingthemessageThesocial culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage 11 12 DistortionsinCommunications cont d TheChannelThesender schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills attitudes andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender 11 13 InterpersonalCommunicationMethods 人际沟通方法 Face to faceTelephoneGroupmeetings 群体会议 Formalpresentations 正式宣讲 Memos 备忘录 TraditionalMail 传统邮件 Faxmachines 传真 Employeepublications 刊物 Bulletinboards 公告牌 Audio andvideotapes 录音带和录影带 Hotlines 热线电话 E mailComputerconferencingVoicemail 语音邮件 Teleconferences 电视电话会议 Videoconferences 视频会议 11 14 EvaluatingCommunicationMethods 评估沟通方法 Feedback 反馈 Complexitycapacity 容忍复杂性的能力 Breadthpotential 宽度潜力 Confidentiality 保密性 Encodingease 编码容易度 Decodingease 解码容易度 Time spaceconstraint 时空限制 Cost 费用 Interpersonalwarmth 人情味 Formality 正式程度 Scanability 信息可得性 Timeconsumption 处理信息的时间 11 15 Exhibit11 2ComparisonofCommunicationMethods Note Ratingsareona1 5scalewhere1 highand5 low Consumptiontimereferstowhocontrolsthereceptionofcommunication S Rmeansthesenderandreceiversharecontrol Source P G Clampitt CommunicatingforManagerialEffectiveness NewburyPark CA SagePublications 1991 p 136 11 16 InterpersonalCommunication cont d NonverbalCommunication 非言语沟通 Communicationthatistransmittedwithoutwords SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage 肢体语言 gestures facialexpressions andotherbodymovementsthatconveymeaning Verbalintonation 语调 emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning 11 17 InterpersonalCommunicationBarriers 人际沟通障碍 Defensiveness 防卫 NationalCulture Emotions InformationOverload InterpersonalCommunication Language Filtering 11 18 BarrierstoEffectiveInterpersonalCommunication Filtering 过滤 Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver Emotions 情绪 Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages InformationOverload 信息超载 Beingconfrontedwithaquantityofinformationthatexceedsanindividual scapacitytoprocessit 11 19 BarrierstoEffectiveInterpersonalCommunication cont d Defensiveness 防卫 Whenthreatened reactinginawaythatreducestheabilitytoachievemutualunderstanding Language 语言 Thedifferentmeaningsofandspecializedways jargon inwhichsendersusewordscancausereceiverstomisinterprettheirmessages NationalCulture 民族文化 Cultureinfluencestheform formality openness patternsanduseofinformationincommunications 11 20 OvercomingtheBarrierstoEffectiveInterpersonalCommunications 克服沟通障碍 UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues 11 21 Exhibit11 3ActiveListeningBehaviors 积极倾听者的行为 Source BasedonP L Hunsaker TraininginManagementSkills UpperSaddleRiver NJ PrenticeHall 2001 11 22 TypesofOrganizationalCommunication FormalCommunication 正式沟通 Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone sjob InformalCommunication 非正式沟通 Communicationthatisnotdefinedbytheorganization shierarchy Permitsemployeestosatisfytheirneedforsocialinteraction Canimproveanorganization sperformancebycreatingfasterandmoreeffectivechannelsofcommunication 11 23 CommunicationFlows Lateral Diagonal Downward Upward 11 24 DirectionofCommunicationFlow Downward 下行 Communicationsthatflowfrommanagerstoemployeestoinform direct coordinate andevaluateemployees Upward 上行 Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect 11 25 DirectionofCommunicationFlow cont d Lateral Horizontal Communication 水平沟通 Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination DiagonalCommunication 斜向沟通 Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed 11 26 TypesofCommunicationNetworks 沟通网络的类型 ChainNetwork 链式 Communicationflowsaccordingtotheformalchainofcommand bothupwardanddownward WheelNetwork 轮式 Allcommunicationflowsinandoutthroughthegroupleader hub toothersinthegroup All ChannelNetwork 全通道式 Communicationsflowfreelyamongallmembersoftheworkteam 11 27 Exhibit11 4ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria 11 28 TheGrapevine 小道消息 Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization Providesachannelforissuesnotsuitableforformalcommunicationchannels Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees 11 29 UnderstandingInformationTechnology BenefitsofInformationTechnology IT 信息技术的好处 IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationandsharingofinformationGreateraccessibilitytocoworkers 11 30 InformationTechnology cont d NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing E mailInstantmessaging IM BlogsWikisVoice mailFaxmachinesElectronicDataExchange EDI TeleconferencingVideoconferencingWebconferencing 11 31 InformationTechnology cont d TypesofNetworkSystemsIntranet 内部网络 AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees Extranet 外部网络 AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors Wireless WIFI capabilities 11 32 HowITAffectsOrganization 信息技术如何影响组织沟通 RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives 11 33 CurrentCommunicationIssues ManagingCommunicationinanInternetWorld 管理互联网世界中的沟通 Legalandsecurityissues 法律和安全问题 Inappropriateuseofcompanye mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers Lackofpersonalinteraction 人际交往的缺乏 Beingconnectedisnotthesameasface to facecontact Difficultiesoccurinachievingunderstandingandcollaborationinvirtualenvironements 11 34 CurrentCommunicationIssues BeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization Employeecomplaints hot button issues C