管理学（第三版）课件：Communicating

Communicating

LearningObjectivesLO1Discussimportantadvantagesoftwo-waycommunication.LO2

Identifycommunicationproblemstoavoid.LO3

Describewhenandhowtousethevariouscommunicationchannels.LO4

Giveexamplesofwaystobecomeabetter“sender”and“receiver”ofinformation.LearningObjectives(cont.)LO5Explainhowtoimprovedownward,upward,andhorizontalcommunicationLO6SummarizehowtoworkwiththecompanygrapevineLO7DescribetheboundarylessorganizationanditsadvantagesInterpersonalCommunicationCommunication

ThetransmissionofinformationandmeaningfromonepartytoanotherthroughtheuseofsharedsymbolsInterpersonalCommunicationThesenderinitiatestheprocessbyconveyinginformationtothereceiver—thepersonforwhomthemessageisintended.Thesenderhasameaningheorshewishestocommunicateandencodesthemeaningintosymbols(thewordschosenforthemessage).Thenthesendertransmits,orsends,themessagethroughsomechannel,suchasaverbalorwrittenmedium.InterpersonalCommunicationThereceiverdecodesthemessage(e.g.,readsit)andattemptstointerpretthesender’smeaning.Thereceivermayprovidefeedbacktothesenderbyencodingamessageinresponsetothesender’smessage.InterpersonalCommunicationNoiseinterferenceinthesystemblocksperfectunderstandingExamplesofNoiseringingtelephonesthoughtsaboutotherthingssimplefatigueorstressOne-WayCommunication

isCommonOne-waycommunicationAprocessinwhichinformationflowsinonlyonedirection—fromthesendertothereceiver,withnofeedbackloop.AGeneralModelofCommunicationExhibit13.1CommunicationShouldFlow

inTwoDirectionsTwo-waycommunicationAprocessinwhichinformationflowsintwodirections—thereceiverprovidesfeedback,andthesenderisreceptivetothefeedback.AModelofTwo-wayCommunicationExhibit13.2Question ___________istheprocessofwithholding,ignoring,ordistortinginformationPerceptionFilteringAcuityDiscernment

CommunicationPitfallsPerceptionTheprocessofreceivingandinterpretinginformationFiltering

Theprocessofwithholding,ignoring,ordistortinginformationAvoidingCommunicationProblemsEnsurethatthereceiversattendtothemessagetheyaresending.Considertheotherparty’sframeofreferenceandattempttoconveythemessagewiththatviewpointinmind.Takeconcretestepstominimizeperceptualerrorsandimpropersignalsinsendingandreceiving.SendconsistentmessagesOralandWrittenChannelsOralcommunicationincludesface-to-facediscussion,telephoneconversations,andformalpresentationsandspeechesWrittencommunicationincludese-mail,memos,letters,reports,computerfiles,andotherwrittendocumentsAdvantagesandDisadvantagesofOralandWrittenCommunicationExhibit13.3ElectronicMediaOfferFlexible,EfficientChannelsWeb2.0AsetofInternet-basedapplicationsthatencourageuser-providedcontentandcollaborationsocialnetworking,podcasts,RSS,andwikisAdvantagesandDisadvantagesofUsingElectronicMediaatWorkExhibit13.4TheVirtualOfficeVirtualofficeAmobileofficeinwhichpeoplecanworkanywhere,aslongastheyhavethetoolstocommunicatewithcustomersandcolleagues.Use“Richer”Mediafor

ComplexorCriticalMessagesMediarichnessThedegreetowhichacommunicationchannelconveysinformation.WhatCommunication

ChannelWouldYouUse?SuggestedMediaChoicesforSampleSituationsExhibit13.5Tipsformakingformal

presentationsmorepowerful!Spendadequatetimeonthecontent

ofyourpresentationClearlyunderstandtheobjective

ofyourpresentationTell

theaudiencethepurpose

ofthepresentationProvidemeaning,notjustdataPractice,practice,practiceTipsformakingformal

presentationsmorepowerful!Rememberthatapresentationismorelikeaconversation

thanaspeechRemembertheincrediblepowerofeyecontactAllowimperfectionBepreparedtoanswertoughquestionsProvideacrispwrap-uptoaquestion-and-answersession.NonverbalSkillsUsetime

appropriatelyMakeyourofficearrangementconducivetoopencommunicationRememberyourbodylanguageListeningReflectionProcessbywhichapersonstateswhatheorshebelievestheotherpersonissayingTenKeystoEffectiveListeningFindanareaofinterestJudgecontent,notdeliveryHoldyourfireListenforideasBeflexibleResistdistractionExerciseyourmind.KeepyourmindopenCapitalizeonthoughtspeedWorkatlisteningObservingAvitalsourceofusefulobservationscomesfrompersonallyvisitingpeople,plants,andotherlocationstogetafirsthandviewYoumustaccuratelyinterpretwhatyouobserveDownwardCommunicationDirects,Motivates,Coaches,andInformsDownwardcommunicationInformationthatflowsfromhighertolowerlevelsintheorganization’shierarchyInformationLossin

DownwardCommunicationExhibit13.6CoachingCoachingDialoguewithagoalofhelpinganotherbemoreeffectiveandachievehisorherfullpotentialonthejob.Open-BookManagementOpen-bookmanagementPracticeofsharingwithemployeesatalllevelsoftheorganizationvitalinformationpreviouslymeantformanagement’seyesonlyUpwardCommunication

isInvaluabletoManagementUpwardcommunicationInformationthatflowsfromlowertohigherlevelsintheorganization’shierarchy.HorizontalCommunication

FostersCollaborationHorizontalcommunicationInformationsharedamongpeopleonthesamehierarchicallevelallowsunitstoshareinformation,coordinatework,andsolvemutualproblemshelpsresolveconflictsprovidessocialandemotionalsupporttopeople.FourModesofWorkQuestion Whatisthesocialnetworkofinformalcommunications?SecondLifeFacebookGrapevineScuttlebutt

InformalCommunicationGrapevine

thesocialnetworkofinformalcommunications.providespeoplewithinformationhelpsthemsolveproblemsteachesthemhowtodotheirworksuccessfullyManagingInformalCommunicationIfamanage