管理学第11章 管理沟通与信息技术

.,CommunicationandInformationTechnology,Chapter11,.,112,LEARNINGOUTLINEFollowthisLearningOutlineasyoureadandstudythischapter.,UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.,.,113,LEARNINGOUTLINE(contd)FollowthisLearningOutlineasyoureadandstudythischapter.,OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization.Describethethreecommoncommunicationnetworks.Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication.Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.Explainhowinformationtechnologyaffectsorganizations.,.,114,LEARNINGOUTLINE(contd)FollowthisLearningOutlineasyoureadandstudythischapter.,CommunicationIssuesinTodaysOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.,.,115,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,.,116,FourFunctionsofCommunication(沟通的功能),FunctionsofCommunication,.,117,FunctionsofCommunication,Control(控制)Formalandinformalcommunicationsacttocontrolindividualsbehaviorsinorganizations.Motivation(激励)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.,.,118,FunctionsofCommunication(contd),EmotionalExpression(情绪表达)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.,.,119,InterpersonalCommunication(人际沟通),Message(信息)Source:sendersintendedmeaningEncoding(编码)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解码)ThereceiversretranslationofthemessageNoise(噪声)Disturbancesthatinterferewithcommunications,.,1110,Exhibit111TheInterpersonalCommunicationProcess(人际沟通过程),.,1111,DistortionsinCommunications,MessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessagesmeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage,.,1112,DistortionsinCommunications(contd),TheChannelThesenderschoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender,.,1113,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),.,1114,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),.,1115,Exhibit112ComparisonofCommunicationMethods,Note:Ratingsareona15scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.,Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.,.,1116,InterpersonalCommunication(contd),NonverbalCommunication(非言语沟通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢体语言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(语调):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.,.,1117,InterpersonalCommunicationBarriers(人际沟通障碍),Defensiveness(防卫),NationalCulture,Emotions,InformationOverload,InterpersonalCommunication,Language,Filtering,.,1118,BarrierstoEffectiveInterpersonalCommunication,Filtering(过滤)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情绪)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超载)Beingconfrontedwithaquantityofinformationthatexceedsanindividualscapacitytoprocessit.,.,1119,BarrierstoEffectiveInterpersonalCommunication(contd),Defensiveness(防卫)Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(语言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.,.,1120,OvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服沟通障碍),UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues,.,1121,Exhibit113ActiveListeningBehaviors(积极倾听者的行为),Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,2001).,.,1122,TypesofOrganizationalCommunication,FormalCommunication(正式沟通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoonesjob.InformalCommunication(非正式沟通)Communicationthatisnotdefinedbytheorganizationshierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganizationsperformancebycreatingfasterandmoreeffectivechannelsofcommunication.,.,1123,CommunicationFlows,Lateral,Diagonal,Downward,Upward,.,1124,DirectionofCommunicationFlow,Downward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.,.,1125,DirectionofCommunicationFlow(contd),Lateral(Horizontal)Communication(水平沟通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向沟通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.,.,1126,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.,.,1127,Exhibit114ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria,.,1128,TheGrapevine(小道消息),Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.,.,1129,UnderstandingInformationTechnology,BenefitsofInformationTechnology(IT)(信息技术的好处)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationandsharingofinformationGreateraccessibilitytocoworkers,.,1130,InformationTechnology(contd),NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.,E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing,.,1131,InformationTechnology(contd),TypesofNetworkSystemsIntranet(内部网络)AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部网络)AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors.Wireless(WIFI)capabilities,.,1132,HowITAffectsOrganization(信息技术如何影响组织沟通),RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether.ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency.IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions.CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives.,.,1133,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.,.,1134,CurrentCommunicationIssues,BeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization.Employeecomplaints(“hot-button”issues)Cu