管理学,罗宾斯,9版,英文Robbins-fom9-(1)课件

1、Copyright 2015 Pearson Education, Inc.13-1Chapter13ManagingCommunication and InformationLearning OutcomesDescribe what managers need to know about communicating effectively. Explain how technology affects managerial communication.Discuss contemporary issues in communication. Copyright 2015 Pearson E

2、ducation, Inc.13-2Copyright 2015 Pearson Education, Inc.13-313.1Define what managers need to know about communicating effectively. Effective CommunicationCopyright 2015 Pearson Education, Inc.13-4Communication:A transfer of understanding and meaning from one person to another.Factors Affecting Encod

3、ingCopyright 2015 Pearson Education, Inc.13-6SkillAttitudesKnowledgeSocial cultural systemCommunication ChannelsCopyright 2015 Pearson Education, Inc.13-7Formal channelsInformal channelsWritten vs. Verbal Communication Drawbacks:Time consumingDoesnt lend itself to feedback like oral communicationCop

4、yright 2015 Pearson Education, Inc.13-9AdvantagesTangible/verifiablePermanent recordStored for later referenceWell-thought outThe GrapevineCopyright 2015 Pearson Education, Inc.13-10Nonverbal CuesCopyright 2015 Pearson Education, Inc.13-11Communication BarriersCopyright 2015 Pearson Education, Inc.1

5、3-12Overcoming Communication BarriersCopyright 2015 Pearson Education, Inc.13-13Copyright 2015 Pearson Education, Inc.13-1413.2Explain how technology affects managerial communication. Networked CommunicationCopyright 2015 Pearson Education, Inc.13-16Networked Communication ApplicationsCopyright 2015

6、 Pearson Education, Inc.13-17E-mailInstant messaging (IM)Voice-mailFax machinesWireless CommunicationCopyright 2015 Pearson Education, Inc.13-19People dont need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.Copyright 2015 Pearson Educa

7、tion, Inc.13-2013.3Discuss contemporary issues in communication. Contemporary IssuesCopyright 2015 Pearson Education, Inc.13-21Communication management in an Internet worldManaging the organizations knowledge resourcesCommunicating with customersGetting employee inputCommunicating ethicallyCommunica

8、tion in an Internet WorldCopyright 2015 Pearson Education, Inc.13-22Legal and security issuesLack of personal interactionLegal and Security IssuesCopyright 2015 Pearson Education, Inc.13-23Electronic information is potentially admissible in courtSensitive, proprietary information at riskPersonal Int

9、eractionCopyright 2015 Pearson Education, Inc.13-24Social media can minimize personal interaction.Customer ServiceCopyright 2015 Pearson Education, Inc.13-26Three components in any service delivery process:CustomerService organizationIndividual service providerStrong Service CultureCopyright 2015 Pearson Education, Inc.13-27Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.Ethical CommunicationCopyright 2015 P