第十五章：Communicating沟通ppt课件

1、第十五章：Communicating 沟通人际沟通是管理者的根本技艺之一，本章对沟通的根本实际作了一个引见。主要内容包括：人际沟通、提高沟通技艺、组织沟通这三部分。.第一节：Interpersonal communication人际沟通Communication The transmission of information and meaning from one party to another through the use of shared symbols.沟通：指信息和意思经过共有的符号从一方传送到另一方。.The sender initiates the process by c

2、onveying information to the receiver. The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols. Then the sender sends the message through some channel.沟经过程从发送者开场，他把信息传送给接纳者，发送者将需求沟通的信息编码成符号言语，然后经过某种渠道口头、书面传送给接纳者。.The receive decodes the message and attempts to in

3、terpret the senders meaning. The receiver may provide feedback to the sender by encoding a message in response to the senders message.接纳者解码收到的信息，并解释发送者的意思。接纳者能够对发送者提供反响，以作为对发送者的信息的反响。.1 One-way versus two-way communication单向与双向沟通One-way communication A process in which information flows in only one

4、directionfrom the sender to the receiver, with no feedback loop.单向沟通：信息朝着一个方向流动从发送者到接纳者，而没有反响。.Two-way communication A process in which information flows in two directionsthe receiver provides feedback and the sender is receptive to the feedback.双向沟通：信息朝着两个方向流动接纳者提供反响并且发送者接纳了反响。.One-way communicatio

5、n is much more common than it should be because it is faster and easier for the sender.The busy executive finds it easier to dash off a memo than to discuss the issue with the subordinate.人们通常运用单向沟通，由于对发送者来说，他更快更容易。忙碌的管理者发现下发一个备忘录比与下属一同讨论更容易。.Two-way communication is more difficult and time-consumin

6、g than one-way communication. However, it is more accurate; fewer mistakes occur and fewer problems arise.双向沟通比单向沟通更困难并且花时间，可是，双向沟通更准确，错误和问题更少。.Communication pitfalls沟通圈套Errors can occur in all stages of the communication process. In the encoding stage, worlds can be misused, decimal points typed in

7、 the wrong places, facts left out, or ambiguous phrases inserted.在沟通的每个阶段都能够出错。在编码阶段，能够会用错字、小数点点错了地方、漏掉了一些现实或插入了一些模糊的段落。.In the transmission stage, a memo gets lost on a cluttered desk, the words on an overhead transparency are too small to read from the back of the room, or words are spoken with am

8、biguous inflections.在信息的传送阶段，备忘录在混乱的桌子上丢了，胶片上头的字太小以致于后面的人看不清楚，或由于吐字不清而让人听不清楚。.Decoding problems arise when the receiver doesnt listen carefully or reads too quickly and overlooks a key point.当接纳者没有仔细听，或读得太快和忽略关键点时，解码问题就产生了。.More generally, peoples perceptual and filtering processes create misinterpr

9、etations.更普通的是，人们的感知和过滤过程会产生错误了解。.Because of such filtering and perceptual differences, you cannot assume the other person means what you think he means, or understands the meanings you intend.由于过滤和感知的不同，他不能想当然的以为：他想象的他人的想法就是他的真实想法；也不能想当然的以为他人能了解他的意图。.3 Mixed signals and misperception混合信号和误解Peoples

10、perceptions can undermine attempts to communicate. They inadvertently send mixed signals that can undermine their intended messages., all of this creates problems in communication.人们的感知能够会破坏沟通。人们漫不经心地发送信号能够破坏他们意图传送的信息， 一切的这些都会给沟通带来问题。.Reducing misperception减少误解(1) ensure that the receivers attend to

11、 the message they are sending;确保接纳者留意发送者正在发送的信息 (2) consider the other partys frame of reference and attempt to convey the message from that perceptual viewpoint.思索另一方的参考框架并从感知的角度出发传送信息。.(3) take concrete steps to minimize perceptual errors and improper signals, in both sending and receiving;从发送和接纳两

12、个方面采取详细的步骤来减少感知上的错误和不适当的信号。(4) send consistent messages.发送一致的信息。.Oral and written channels口头和书面渠道Communication can be sent through a variety of channels including oral, written, and electronic.沟通能经过各种各样的渠道进展，这些渠道包括：口头渠道、书面渠道和电子渠道。.4.1 oral communication口头沟通Oral communication includes face-to-face di

13、scussion, telephone conversations, and formal presentations and speeches.口头沟通包括：面对面讨论、交谈、正式陈说和演讲。.Advantages are that questions can be asked and answered; feedback is immediate and direct; the receiver can sense the senders sincerity; and oral communication is more persuasive and sometimes less expe

14、nsive than written.口头沟通的优点是：有问有答；马上有直接的反响；接纳者能感遭到发送者的真诚；口头沟通更有压服力；有时破费比书面沟通低。.Oral communication also has disadvantages: It can lead to spontaneous, ill-considered statements, and there is no permanent record of it.口头沟通也有缺陷：他能够导致一时激动的、没有充分思索的陈说；它没有永久的记录。.4.2 written communication书面沟通Written communic

15、ation includes memos, letters, reports, computer files, and other written documents.书面沟通包括：备忘录、信件、报告、计算机文件和其他的书面文件.Advantages to using written messages are that the message can be revised several times, it is a permanent record that can be saved, the message stays the same even if relayed through ma

16、ny people, and the receiver has more time to analyze the message.书面沟通的优点是：以书面方式发送的信息能多次修正；可以作为永久信息保管；信息经过多人转手也不会改动；接纳者有更多时间去分析信息。.Disadvantages are that the sender has no control over where, when, or if the message is read; the sender does not receive immediate feedback; the receiver may not underst

17、and parts of the message; and the message must be longer to contain enough information to answer anticipated questions.书面沟通的缺陷是：发送者不能控制接纳者在什么地点、什么时间或能否阅读信息；发送者不能立刻得到反响；接纳者能够不了解部分信息；书面资料中必需包含足够的信息以回答能够的问题.5 Electronic media电子媒介The advantages include the sharing of more information, and speed and effi

18、ciency in delivering routine messages to large numbers of people across vast geographic areas. It can reduce time spent traveling, talking, and photocopying. Its also cheap优点包括：共享更多的信息；经过宽广的地理区域传送日常信息到很多人时提高了速度和效率；减少时间；本钱低。.Disadvantages of electronic communication include the difficulty of solving

19、complex problems, which require more extended, face-to-face interaction, and the inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying.电子沟通的缺陷包括：难以处理那些需求面对面交流的复杂问题；不能获得有关沟通讯息的微妙的、非言语的线索.Communications networks沟通网络There are three communicat

20、ions networks.有三个沟通网络(1) independent, decentralized decision makers have the lowest communications needs.独立的、分散的决策者需求的沟通最少。.(2) centralized decision makers need and receive greater volumes of relevant information from different sites and from people both inside and outside the firm.集中的决策者需求从不同的地方和从公

21、司内外得到大量的相关信息。.(3) connected, decentralized decision makers are so interconnected that they require even more information than centralized ones. They make independent decisions, but their decisions must be based on vast amounts of information from remote sites available through electronic or other ne

22、tworks.关联的、分散的决策者需求的信息比集中决策者还要多，他们独立决策，但是他们的决策是建立在大量的信息之上的，这些信息能够是经过电子的或其他网络远间隔搜集到的。.7 Media richness媒介丰富度Media richness The degree to which a communication channel conveys information.媒介丰富度：沟通渠道传送信息的程度.Some communication channels convey more information than other. The amount of information a mediu

23、m conveys is called media richness. The more information or cues a medium sends to the receiver, the richer the medium is.一些沟通渠道比其他渠道传送更多的信息。媒介传送信息的数量称为媒介丰富度。.Face-to-face communication is the richest medium because it offers a variety of cues in addition to words: tone of voice, facial expression,

24、body language, and other nonverbal signals.面对面沟通是最丰富的媒介，由于除了言语之外，它还各种各样的提示：语气、面部表情、身体言语和其他的非言语信号。.The telephone id less rich than face-to-face communication, electronic mail is less rich yet, and memos are the least rich medium.沟通的媒介丰富度低于面对面沟通，电子邮件又次之，备忘录的媒介丰富度最低。.In general, you should send difficu

25、lt and unusual messages through richer media, transmit simple and routine messages through less rich media like memos, and use multiple media for important messages that you want to ensure people attend to and understand.普通地，他应该经过丰富度高的媒介传送困难和不平常的信息，经过丰富度低的媒介象备忘录传送简单和日常的信息，运用多种媒介发送那些重要的并且确保人们留意和了解的信息

26、。.Efficiency and effectiveness效率和效果Some managers believe they should choose only one channel to communicate a message because doing so is more efficient. But multiple channels may be necessary. 一些管理者以为应该选择单一的沟通渠道进展沟通，由于这样做更有效率。但是，多渠道能够是必要的.Another key to communication effectiveness is that people kn

27、ow how to use various channels properly.沟通有效性的另一个关键是：人民知道怎样正确的运用各种沟通渠道.Before important communications, put yourself in the shoes of the receiver and choose your approach accordingly. For important communications, the sooner and more often they can be discussed face-to-face, one-on-one, or in small

28、groups, the more effective they will be.在沟通重要的问题之前，要仔细思索接纳者的特点并如今相应的沟通渠道。对于重要的沟通，越早的并且越多的进展面对面、一对一或小组讨论，沟通效果会越好。.第二节；Improving communication skills提高沟通技巧提高沟通技巧主要包括：提高发送者技巧；提高接纳者技巧；留意非言语技巧。.Improving sender skills提高发送者技巧1 presentation and persuasion skills.陈说和压服技巧2 writing skills写作技巧3 language言语.1.1

29、presentation and persuasion skills陈说和压服技巧As a leader, some of your toughest challenges will arise when people do not want to do what has to be done. Leaders have to be persuasive to get people “on board.作为一个指点者，最艰巨的挑战发生在人们不想做那些必需做的任务时，指点必需压服人们做。.The most powerful and persuasive messages are simple a

30、nd informative, are told with stories and anecdotes, and convey excitement.最有压服力的信息是简单的而且提供资料的和使人激动的，并附加有一些故事和奇闻。.1.2 writing skillEffective writing is more than correct spelling, punctuation, and grammar. Good writing above all requires clear, logical thinking.有效的写作不仅仅是拼写、标点符号和语法的正确运用。好的写作要求明晰、逻辑的思

31、索。.You want people to find your memos and reports readable and interesting. Strive for clarity, organization, readability, and brevity.他要想人们以为他的备忘录和报告具有通俗易懂和有兴趣性，就要努力做到清楚、构造合理、通俗易懂和简约。.1.3 language言语Whether speaking or writing, you should consider the receivers background and adjust your language ac

32、cordingly.不论他是在说还是在写，他应该思索接纳者的背景而相应的调整他的言语。.When conducting business overseas, try to learn something about the other countrys language and customs.在外国做生意时，要尽量学一些当地的言语和习惯.2 Nonverbal skills非言语技巧Nonverbal messages can support or undermine the stated message. And often, nonverbal cues make a greater i

33、mpact than other signals.非言语的信息能够强化或破坏被表述的信息，非言语线索经常比其他的信号产生更大的影响。.Nonverbal signals in different countries are different.不同国家的非言语信号是不同的。.3 Improving receiver skills提高接纳者技巧Receivers need good listening, reading, and observational skills.接纳者需求有好的倾听、阅读和察看技巧。.Reading 阅读You may skim most of your reading

34、 materials, but read important memos, documents, and passages slowly and carefully. Note important points for later referral.对大多数的资料他可以采用阅读的方法，但是阅读重要的备忘录和文件要仔细，将重要的地方作个记号以作未来参考。.Dont limit your reading to items about your particular job skill or technical expertise; read materials that fall outside

35、of your immediate concerns.不要仅仅阅读与他的任务和技术相关的资料。.3.3 observing 察看Effective communicators are also capable of observing and interpreting nonverbal communications.有效的沟通者也要有察看和解释非言语沟通讯息的才干。.A vital source of useful observations comes from personally visiting plants and other locations to get a first-han

36、d view of operations.一种至关重要的察看方法是亲身访问工厂和其他地方以获得第一手的资料。.You must accurately interpret what you observe.他必需准确的解释他所察看到的东西。.第三节：Organizational communication组织沟通 We will discuss downward, upward, horizontal, and informal communication in organizations.我们将讨论组织内的下行沟通、上行沟通、程度沟通和非正式沟通。.Downward communication

37、下行沟通Downward communication information that flows from higher to lower levels in the organizations hierarchy.下行沟通：信息流从组织高层向低层流。.1 能够的问题One problem is information overload: they are bombarded with so much information that they fail to absorb everything.一个问题是信息过载：人们处于信息爆炸的境地。无法吸收一切信息.A second problem

38、is a lack of openness between managers and employees.第二个问题是管理者和员工之间缺乏公开性。A third problem is filtering.第三个问题是过滤。.2 coaching指点Coaching Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.指点：指协助他人在任务中提高效率并发扬他的最大潜能的对话。.When people have performance p

39、roblems, or exhibit behaviors that need to be changed, coaching is often the best way to help the person change and succeed. And coaching is not just for poor performers.当人们有绩效问题或需求改动行为方式时，指点通常是协助人们改动行为方式并获得胜利的最好方式。指点不仅仅是针对绩效差的人。.Downward communication in difficult times困难时辰的下行沟通Adequate downward co

40、mmunication can be particularly valuable during difficult times. During corporate mergers and acquisition, employees are anxious as they wonder how the merger will affect them.充分的下行沟通在公司面临困难时是特别有价值的。在公司兼并和收买时，员工非常焦急，由于他们不知道兼并会怎样影响他们。.Open-book management公开式管理Open-book management Practice of sharing

41、with employees at all levels of the organization vital information previously meant for managements eyes only.公开式管理：组织内的一切员工共享重要的信息，这些重要信息以前仅为管理者所享有。.Upward communication上行沟通Upward communication Information that flows from lower to higher levels in the organizations hierarchy上行沟通：信息流从组织的低层向高层流。.1 上行沟通的益处First, managers learn whats going on.第一，管理者知道正在发生什么。Second, employees gain from the opportunity to communicate upward.第二，员工获得了与上级沟通的时机。.Third, effective upward