沟通与管理课件

PowerPointPresentationbyCharlieCook

©CopyrightTheMcGraw-HillCompanies,Inc.,2003.Allrightsreserved.PartIV

Leading

Chapter

10

Communication

LearningObjectives：Afterstudyingthechapter,youshouldbeableto:1．Explainwhyeffectivecommunicationhelpsanorganizationgainacompetitiveadvantage.2．Describethecommunicationprocess,andexplaintheroleofperceptionincommunication.3．Defineinformationrichness,anddescribetheinformationrichnessofcommunicationmediaavailabletomanagers.2LearningObjectives(cont’d)4．Describethecommunicationnetworksthatexistingroupsandteams.5．Explainhowadvancesintechnologyhavegivenmanagersnewoptionsformanagingcommunications.6．Describeimportantcommunicationskillsthatmanagersneedassendersandreceiversofmessages.

3CommunicationI.CommunicationandManagement

沟通与管理

II.CommunicationNetworks

沟通网络III.TechnologicalAdvancesinCommunication

沟通中的技术进步IV.CommunicationSkillsforManagers

管理者的沟通技巧ChapterOutline4ChapterOutline(cont’d)III.TechnologicalAdvancesinCommunicationTheInternetIntranetsGroupwareIV.CommunicationSkillsforManagers*CommunicationSkillsforManagersasSendersCommunicationSkillsforManagersasReceiversUnderstandingLinguisticStyles6I.CommunicationandManagement

沟通与管理*CommunicationThesharingofinformationbetweentwoormoreindividualsorgroupstoreachacommonunderstanding.1.ImportanceofGoodCommunicationIncreasedefficiencyinnewtechnologiesandskillsImprovedqualityofproductsandservicesIncreasedresponsivenesstocustomersMoreinnovationthroughcommunication7I.CommunicationandManagement2.2Theprocessstartswithasender发送者

(anindividualorgroup)whowantstoshareinformation.Senders发送者mustdecidewhatinformationtoshareandputsthemessage讯息intosymbolsorlanguage(encoding编码).Noise噪音:anythingharmingthecommunicationprocess.9Figure10.1TheCommunicationProcess102.TheCommunicationProcess2.3Messagesaretransmittedoveramedium媒介

toareceiver.Medium媒介:thepathwayoverwhichthemessageistransmitted(e.g.,telephone,writtennote,email).Receiver接收者:thepersongettingthemessage.Thereceiverdecodes解码

(interprets)themessage,allowingthereceivertounderstandthemessage.Thisisacriticalpoint:failuretoproperlydecodethemessagecanleadtoamisunderstanding.Feedback

反馈byreceiverinformsthesenderthatthemessageisunderstoodorthatitmustbere-sent.11CommunicationIssuesVerbalCommunication语言沟通Theencodingofmessagesintowords,eitherwrittenorspokenNonverbalCommunication非语言沟通Theencodingofmessagesbymeansoffacialexpressions,bodylanguage,andstylesofdress.123.TheDangersofIneffectiveCommunication

无效沟通的危害性3.1Howtobecome

effectivecommunicators：Selectinganappropriatemediumforeachmessage—thereisnoone“best”medium.Consideringinformationrichness信息充分性

(theamountofinformationamediumcancarry).Amediumwithhighrichnesscancarrymuchmoreinformationtoaidunderstanding.Isthereaneedforapaperpath书面纪录orelectronictrail

电子纪录toprovidedocumentationofthecommunication?13Figure10.2InformationRichnessofCommunicationMedia144.CommunicationMedia

沟通媒介4.1Face-to-Face面对面沟通Hashighestinformationrichness.Cantakeadvantageofverbalandnonverbalsignals.Providesforinstantfeedback.Managementbywanderingaroundtakesadvantageofthiswithinformaltalkstoworkers.Videoconferencesprovide

muchofthisrichnessand

reducetravelcostsand

meetingtimes.164.CommunicationMedia4.2SpokenCommunicationElectronicallyTransmitted

电子传送的口头沟通Hasthesecondhighestinformationrichness.Telephoneconversationsareinformationrichwithtoneofvoice,sender’semphasis,andquickfeedback,butprovidenovisualnonverbalcues.17E-MailDosandDon’tsE-mailallowstelecommutingemployeestoworkfromhomeandkeepincontact.Theuseofe-mailisgrowingrapidlyande-mailetiquetteisexpected:TypingmessagesinallCAPITALSisseenas“screaming”atthereceiver.Punctuateyourmessagesforeasyreadinganddon’trambleon.Payattentiontospellingandtreatthemessagelikeawrittenletter.194.CommunicationMedia4.4ImpersonalWrittenCommunication

非个人书面沟通Hasthelowestinformationrichness.Goodformessagestomanyreceiverswherelittleorfeedbackisexpected(e.g.,newsletters,reports)20II.CommunicationNetworks

沟通网络*CommunicationNetworks

何为沟通网络？Thepathwaysalongwhichinformationflowsingroupsandteamsandthroughouttheorganization.Choiceofcommunicationnetworkdependson:沟通网络的选择依据Thenatureofthegroup’stasksTheextenttowhichgroupmembersneedtocommunicatewitheachothertoachievegroupgoals.211.CommunicationNetworksinGroupsandTeams

群体和团队中的沟通网络22

Figure10.3CommunicationNetworksinGroupsandTeams

23图10.3群体与团队中的沟通网络

轮型网络

环型网络

链型网络

全通道网络24Figure10.4

FormalandInformalCommunicationNetworksinAnOrganization26图10.4组织中的正式和非正式沟通网络正式的沟通渠道非正式的

沟通渠道27III.TechnologicalAdvancesinCommunication3.Groupware

群件Computersoftwarethatenablesmembersofgroupsandteamstoshareinformationwitheachotherandimprovecommunication.Bestusedtosupportteam-orientedworkingenvironments.29IV.CommunicationSkillsforManagers

管理者的沟通技巧1.BarrierstoEffectiveCommunication有效沟通的障碍Messagesthatareunclear,incomplete,difficulttounderstandMessagessentovertheaninappropriatemediumMessageswithnoprovisionforfeedbackMessagesthatarereceivedbutignoredMessagesthataremisunderstoodMessagesdeliveredthroughautomatedsystemsthatlackthehumanelement30IV.CommunicationSkillsforManagers2.ManagersasSenders

管理者作为发送者Sendclearandcompletemessages.Encodemessagesinsymbolsthereceiverunderstands.Selectamediumappropriateforthemessageand,importantly,onethat