week1中山大学商务沟通.ppt

案例1 美国 纽约日报 总编辑雷特身边缺少一位精明干练的助理 雷特的目光瞄准了年轻的约翰 海 而当时约翰 海刚从西班牙首都马德里辞去外交官职务 正准备回到家乡伊利诺州从事律师职业 雷特知道如果他直接邀请约翰 海担任助理肯定会被拒绝 那么 怎样才会使他不拒绝呢 案例2 蔡澜在香港与金庸等并称四大才子 蔡澜年轻时 一日突发奇想 想到 明报 弄个专栏玩一玩 便去找倪匡帮忙 倪匡面露难色 太难了 金庸当 明报 是自己的性命 尤其是那个副刊 一直以来 都死抱着不放 你要写 明报 副刊 真是难于登天 你还是叫我请你吃饭 这比较容易办 蔡澜不甘心 倪大哥 你不帮我 普天下恐怕也没人帮得了我了 倪匡最怕哀求 当下便说 让我想想办法 不过 你别太急 倪匡怎样做会比较容易获得成功 案例3 扁鹊见蔡桓公 立有间 扁鹊曰 君有疾在腠理 不治将恐深 桓候回 寡人无疾 扁鹊出 桓候曰 医之好治不病以为功 居十日 扁鹊复见 曰 君之病在肠胃 不治将益深 桓候又不应 扁鹊出 桓候又不悦 居十日 扁鹊望桓候而还走 桓候故使人问之 扁鹊曰 疾在腠理 汤熨之所及也 在肌肤 针石之所及也 在肠胃 火齐之所及也 在骨髓 司命之所属也 今在骨髓 臣是以无请也 居五日 桓候体痛 使人索扁鹊 以逃秦矣 桓候遂死 从沟通角度分析扁鹊的失误 应该怎样改进其沟通策略 医扁鹊见秦武王医扁鹊见秦武王 武王示之病 扁鹊请除 左右曰 君之病 在耳之前 目之下 除之未必已也 将使耳不聪 目不明 君以告扁鹊 扁鹊怒而投其石 君与知之者谋之 而与不知者败之 使此知秦国之政也 则君一举而亡国矣 例4邹忌事宣王 邹忌事宣王 仕人众 宣王不悦 晏首贵而仕人寡 王悦之 邹谓宣王曰 忌闻以为有一子之孝 不如有五子之孝 今首之所进仕者 以几何人 宣王因以晏受壅塞之 邹忌讽齐王纳谏 Whatiscommunication Communicationcanbethoughtofasaprocessorflow Itisatransferenceofmeaningfromonepersontoanother Itismadeupof7parts Howcanwebecomegreatcommunicators 1 Languageability1 Anunderstandingoflanguageanditsinherentpowers combinedwiththeskilltospeak write read listen andtoforminterpersonalrelationships willdeterminewhetherornotyouwillsucceedasamanager 2 ManagementphilosopherPeterDruckerwrote Managershavetolearntoknowlanguage tounderstandwhatwordsareandwhattheymean Perhapsmostimportant theyhavetoacquirerespectforlanguageas our mostpreciousgiftandheritage 3 HarvardBusinessSchoolprofessorsRobertEcclesandNitinNohriaofferedaviewofmanagement Theywrote managersneedfirsttotakelanguageseriously theysay theessenceofwhatmanagementisallaboutistheeffectiveuseoflanguagetogetthingsdone Withouttherightwords usedintherightway itisunlikelythattherightactionswilleveroccur Withoutwordswehavenowayofexpressingstrategicconcepts structuralforms ordesignsforperformancemeasurementsystems Languageistooimportanttomanagerstobetakenforgranted Youreffectivenessasaspeakerandwriterwilldeterminehowwellyouareabletogetotherstodowhatyouwant Andyoureffectivenessasalistenerwilldeterminehowwellyouunderstandothersandcandothingsforthem 2 theabilitytoperceivetheimpactofverbalsignsandnonverbalsignsetc 3 havinganinteractivestyle promotetruetwo wayexchange Theimportanceofbusinessandmanagerialcommunication1 Nomatterwhatlevelyouare you llcommunicate Asyouclimbtheorganizationhierarchy themoreeffectivecommunicationskillsyou llneed AnnetteGregorich VicePresidentofHumanResourcesforMultipleZonesInternational says I veactuallyseenpeoplelosepromotionsbecausetheycouldn twriteaproposalorstandinfrontofthemanagementteamandmakeapresentation Leadershiprelies aboveallelse oneffectivecommunicationskills Trueleadershipisnotconferred 授与 颁与 bytitleorposition itisearnedthroughpersonalandprofessionalachievementsandtheabilitytomotivatethosearoundyou 2 Communicationinmanyways istheworkofmanagers dayinanddayout Whetherworkingforahospital manufacturer orservicefirm morethan75percentofamanager stimeisspentcommunicating managersspendverylittletimebythemselves Theyspendmostoftheirtimeinteractingwithothers bothinsideandoutsidetheorganization ProfessorHarveyMintzbergobservedCEOsonthejobandfoundthattheyaveraged36writtenand16verbalcontactsperday almosteveryoneofthemdealingwithadistinctordifferentissue Mostoftheseactivitieswerebrief lastinglessthan9minutes Theimportanceofeffectivecommunicationformanagerscannotbeoveremphasizedforonespecificreason everythingamanagerdoesinvolvescommunicating Notsomethingsbuteverything Whatistobedealtwithinthecourse CommunicationstrategySenderstrategy ReceiverstrategyMessagestrategyChannelstrategyCulturalstrategyPrinciplesofcommunication FundamentalcommunicationskillsListeningOralcommunicationEffectivewritingNonverbalcommunication DifferenttypesofcommunicationIntrapersonalcomm Interpersonalcomm Groupcomm Organizationalcomm Interculturalcomm comm withsuperiors peers andsubordinates negotiation jobhunting meetingconducting conflictmanagement crisis socialnetworketc EvaluationAttendance10 Classroomperformance20 Grouptaskpresentation10 Pre classreading10 Finalexam50 Bookstobereferredto BusinessandAdministrativeCommunication