管理学原理robbins-PPT11

Copyright 2005PrenticeHall Inc Allrightsreserved 11 2 LEARNINGOUTLINEFollowthisLearningOutlineasyoureadandstudythischapter UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication Discussthefunctionsofcommunication TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess Listthecommunicationmethodsmanagersmightuse Describenonverbalcommunicationanhowittakesplace Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem 11 3 LEARNINGOUTLINE cont d FollowthisLearningOutlineasyoureadandstudythischapter OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization Describethethreecommoncommunicationnetworks Discusshowmanagersshouldhandlethegrapevine UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication Definee mail instantmessaging voice mail fax EDI teleconferencing videoconferencing intranet andextranet Explainhowinformationtechnologyaffectsorganizations 11 4 LEARNINGOUTLINE cont d FollowthisLearningOutlineasyoureadandstudythischapter CommunicationIssuesinToday sOrganizationDiscusshowInternetemployeegripesitesaffectcommunication Explainhoworganizationscanmanageknowledge Explainwhycommunicatingwithcustomersisanimportantmanagerialissue Explainhowpoliticalcorrectnessisaffectingcommunication 11 5 WhatIsCommunication CommunicationThetransferandunderstandingofmeaning Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage InterpersonalCommunicationCommunicationbetweentwoormorepeopleOrganizationalCommunicationAllthepatterns network andsystemsofcommunicationswithinanorganization 11 6 FourFunctionsofCommunication FunctionsofCommunication 11 7 FunctionsofCommunication ControlFormalandinformalcommunicationsacttocontrolindividuals behaviorsinorganizations MotivationCommunicationsclarifyforemployeeswhatistodone howwelltheyhavedoneit andwhatcanbedonetoimproveperformance 11 8 FunctionsofCommunication cont d EmotionalExpressionSocialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves InformationIndividualsandworkgroupsneedinformationtomakedecisionsortodotheirwork 11 9 InterpersonalCommunication MessageSource sender sintendedmeaningEncodingThemessageconvertedtosymbolicformChannelThemediumthroughwhichthemessagetravelsDecodingThereceiver sretranslationofthemessageNoiseDisturbancesthatinterferewithcommunications 11 10 Exhibit11 1 TheInterpersonalCommunicationProcess 11 11 DistortionsinCommunications MessageEncodingTheeffectoftheskills attitudes andknowledgeofthesenderontheprocessofencodingthemessageThesocial culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage 11 12 DistortionsinCommunications cont d TheChannelThesender schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills attitudes andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender 11 13 InterpersonalCommunicationMethods Face to faceTelephoneGroupmeetingsFormalpresentationsMemosTraditionalMailFaxmachinesEmployeepublicationsBulletinboardsAudio andvideotapes HotlinesE mailComputerconferencingVoicemailTeleconferencesVideoconferences 11 14 EvaluatingCommunicationMethods FeedbackComplexitycapacityBreadthpotentialConfidentialityEncodingeaseDecodingease Time spaceconstraintCostInterpersonalwarmthFormalityScanabilityTimeconsumption 11 15 InterpersonalCommunication cont d NonverbalCommunicationCommunicationthatistransmittedwithoutwords SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage gestures facialexpressions andotherbodymovementsthatconveymeaning Verbalintonation emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning 11 16 InterpersonalCommunicationBarriers Defensiveness NationalCulture Emotions InformationOverload InterpersonalCommunication Language Filtering 11 17 BarrierstoEffectiveInterpersonalCommunication FilteringThedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver EmotionsDisregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages InformationOverloadBeingconfrontedwithaquantityofinformationthatexceedsanindividual scapacitytoprocessit 11 18 BarrierstoEffectiveInterpersonalCommunication cont d DefensivenessWhenthreatened reactinginawaythatreducestheabilitytoachievemutualunderstanding LanguageThedifferentmeaningsofandspecializedways jargon inwhichsendersusewordscancausereceiverstomisinterprettheirmessages NationalCultureCultureinfluencestheform formality openness patternsanduseofinformationincommunications 11 19 OvercomingtheBarrierstoEffectiveInterpersonalCommunications UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues 11 20 Exhibit11 3 ActiveListeningBehaviors Source BasedonP L Hunsaker TraininginManagementSkills UpperSaddleRiver NJ PrenticeHall 2001 11 21 TypesofOrganizationalCommunication FormalCommunicationCommunicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone sjob InformalCommunicationCommunicationthatisnotdefinedbytheorganization shierarchy Permitsemployeestosatisfytheirneedforsocialinteraction Canimproveanorganization sperformancebycreatingfasterandmoreeffectivechannelsofcommunication 11 22 CommunicationFlows Lateral Diagonal Downward Upward 11 23 DirectionofCommunicationFlow DownwardCommunicationsthatflowfrommanagerstoemployeestoinform direct coordinate andevaluateemployees UpwardCommunicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect 11 24 DirectionofCommunicationFlow cont d Lateral Horizontal CommunicationCommunicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination DiagonalCommunicationCommunicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed 11 25 TypesofCommunicationNetworks ChainNetworkCommunicationflowsaccordingtotheformalchainofcommand bothupwardanddownward WheelNetworkAllcommunicationflowsinandoutthroughthegroupleader hub toothersinthegroup All ChannelNetworkCommunicationsflowfreelyamongallmembersoftheworkteam 11 26 Exhibit11 4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria 11 27 TheGrapevine Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization Providesachannelforissuesnotsuitableforformalcommunicationchannels Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees 11 28 InformationTechnology BenefitsofInformationTechnology IT IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationandsharingofinformationGreateraccessibilitytocoworkers 11 29 InformationTechnology cont d NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing E mailInstantmessagingVoice mailFaxmachinesElectronicDataExchange EDI TeleconferencingVideoconferencing 11 30 InformationTechnology cont d TypesofNetworkSystemsIntranetAninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees ExtranetAninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors Wirelesscapabilities 11 31 HowITAffectsOrganization RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives 11 32 CurrentCommunicationIssues BeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization Employeecomplaints hot button issues CustomercomplaintsRespondingtoInternetgripesitesRecognizedthemasavaluablesourceofinformation Pos