管理沟通课件全部英文版奥罗克著第四版2014年

1、MANAGEMENT COMMUNICATION,GAO JIANXIN Email： TelO) MobileQQ:365337335,2020/7/17,GAO JIANXIN2014,2,教材管理沟通英文版第四版詹姆斯S奥罗克著中国人民大学出版社2010年05月第4版,2020/7/17,GAO JIANXIN2014,3,主要参考书目,1 （美）亚瑟H贝尔，管理沟通（第1版），中国大学出版社，2004年 2 郭文臣.管理沟通.清华大学出版社,北京交通大学出版社.2011年.第1版 3 丁宁.管理沟通.清华大学出版社.2011年.第

2、1版 4 杰纳兹，多德，施奈德（著），时启亮，杨静（译）.组织中的人际沟通技巧.中国人民大学出版社.2011年.第3版 5 魏江，严进管理沟通，成功管理的基石机械工业出版社.2010年.第2版,2020/7/17,GAO JIANXIN2014,4,SURVEY,Intelligence, expertise and experience accounts for only 25 of their success. The rest 75 comes from good interpersonal communication skills. Princeton University,2020/

3、7/17,GAO JIANXIN2014,5,“人”是所有社会关系的总和。,2020/7/17,GAO JIANXIN2013,6,沟通就是做人的艺术！,2020/7/17,GAO JIANXIN2014,7,提高沟通技能,将成为一个企业和个人发展的核心竞争力,2020/7/17,GAO JIANXIN2014,8,何谓沟通？,gou tong link up 本指开沟以使两水相通，后用以泛指使两方相通连;也指疏通彼此的意见。,2020/7/17,GAO JIANXIN2014,9,沟通之定义,沟通是人们分享信息、思想和情感的任何过程。 沟通是在社会交往中，人们借助共同的符号系统如语言、文字、

4、图象、记号及手势彼此传递或交换知识、意见、感情、愿望、观点和兴趣等的社会行为。,2020/7/17,GAO JIANXIN2014,10,四种距离圈,2020/7/17,GAO JIANXIN2014,11,沟通从开始,佛曰：相由心生，明心见性 鬼谷子：口乃心之门户 一个很会沟通的人，一定很会和自己沟通。 一个人格局很小，一个人境界很低，一个人心胸狭隘，是讲不出大格局的话的。,2020/7/17,GAO JIANXIN2014,12,沟通应注意的三点,环境（场合、场面、场景） 。 气氛 。 情绪。“沟通最忌讳的是一脸死相，不要让我的脸色影响”,2020/7/17,GAO JIANXIN2014

5、,13,沟通的5种心态,喜悦心 包容心 同理心 赞美心 爱 心,2020/7/17,GAO JIANXIN2014,14,“法喜，禅喜” 改变不良注意力，建立起正见 改变不良思考方式，建立正思维 （亚心为恶） 改变不良语言方式，建立正语言 改变不良行为方式，建立正精进 改变不良信念，建立正念,凡人凡语,（一）喜悦心,2020/7/17,GAO JIANXIN2014,15,（二）包容心,“水至清则无鱼”“别人身上的缺限就是你存在的价值” 用人之所长，必容人之所短 “不聋不瞎，不配当家” 表达不同意见时请保留对方立场，沟通没有对与错，只是观念、立场不同而已 有效的沟通不等于辩论 “我很认同您的观

6、点，同时”、“我刚开始也是这样认为的，” 少用“我觉得”“我认为” 多用“您”“我们”,2020/7/17,GAO JIANXIN2014,16,（三）同理心,懂得认同别人，站在对方的立场上考虑问题。 同理战术： 1、点头 2、微笑 3、倾听 4、回应 5、记笔记,2020/7/17,GAO JIANXIN2014,17,（四）赞美心,要有赞美心，赞美是人际沟通的润滑剂。 你看待别人的想法，会影响别人后面的行为。 赞美会让对方把正确的事情做下去。 认同别人，就是肯定自己。 “太好了！”“好极了！”“太棒了！” “你看待别人时的想法，会影响他以后的行动！”,2020/7/17,GAO JIANX

7、IN2014,18,（五）爱心,有深爱者必生和气， 生和气者必有愉色， 有愉色者必生婉容。 礼记祭义,2020/7/17,GAO JIANXIN2014,19,孝道是为人子女，或为人子弟，对于父母兄长必须恭敬顺从，供养侍奉的正道。“孝”是一个会意字，意思是老人紧紧靠着儿子，其基本含义是子女要善于侍奉和赡养父母的意思，它是家庭美德的具体体现。在历史的发展中形成了中国的孝道文化，它主要有两层涵义： 1敬亲。孝道提倡对父母首先要“敬”。孔子曰：“今之孝者，是谓能养。至于犬马，皆能有养，不敬，何以别乎？”意思是说：鸦知反哺，羊知跪乳。人异于禽兽之处，是不停留在物质层面的供养，而能有精神层面的尊敬和爱心

8、。尊敬父母，最重要的是要爱父母，发自内心的真诚的爱。一个人无论地位多高，官有多大，都必须事父母以孝，尽为人之子的责任和义务。对父母要和颜悦色，不能以生硬的态度对待父母，更不能训斥、谩骂、殴打父母。礼记祭文说：“孝子有深爱者，必有和气；有和气者，必有愉色，必有婉容”。孝敬父母，要有温和的态度，愉快的脸色，委婉的面容，以满足老人的精神生活的需求。 2奉养。礼记提出：“孝有三：大孝尊亲，其次勿辱，其下报养。”“生则养”，这是孝敬老人的最低纲领，即赡养父母。孝经对孝规定了基本要求：“孝子之事亲也，居则致敬，养则致其乐，病则致其忧，丧则致其哀，祭则致其严，五者具备，然后能事亲。”因此，子女要保证父母物质

9、生活的需求，做到有吃、有穿、有住，生活不受饥寒，有病能及时得到治疗。如果连父母都不供养，老人吃饭都成问题，哪还能谈得上“孝”？是大逆不道，道貌岸然。,孝道，何谓孝道？,2020/7/17,GAO JIANXIN2014,20,沟通的三种形式,1、自我沟通 2、与他人沟通 3、与公众沟通，即演讲。 好的领导人，生命取向要高，生命体验要深，生命能量要强。精力就是权力。好的领导人都精满，气足，神旺。 团队就是一个有口才的人，对着一群有耳朵的人说话。 人才不一定有口才，有口才的人一定是个人才。,2020/7/17,GAO JIANXIN2014,21,沟通的三种特征,1、行为的主动性 2、过程的互动性

10、 3、对象的多样性。,2020/7/17,GAO JIANXIN2014,22,沟通语言技巧,主动接近： 闲谈技巧： 赞扬技巧： 说服技巧： 拒绝技巧： 聆听艺术：,2020/7/17,GAO JIANXIN2014,23,公众举止行为禁忌,公众场所避免从体内发出异响 公众场所避免用手抓挠身体任何部位 避免当众整理服饰 正式活动前，不宜吃强烈气味食品 不当众高谈阔论、大呼小叫 不对陌生人盯视或评头论足 公众场所避免进食 参加公众活动讲究公德,2020/7/17,GAO JIANXIN2014,24,人际交往相处之道,了解别人是体谅之道 宽容别人是和睦之道 接纳别人是合群之道 关怀别人是友爱之道

11、,2020/7/17,GAO JIANXIN2014,25,高品质沟通的原则,相见以诚以真 相待以礼以敬 相处以平以淡 相勉以学以道,2020/7/17,GAO JIANXIN2014,26,高品质沟通的方法修炼,对老师- 服从指挥，温和信赖，诚恳信用 对同学- 多礼，忍让，尊重，谦逊，热忱 对朋友- 问候，体贴，关切，合作，激励,2020/7/17,GAO JIANXIN2014,27,沟通及自我修炼-1,平和是社交的艺术 微笑是文明的阳光 信任是成功的朋友,2020/7/17,GAO JIANXIN2014,28,沟通及自我修炼-2,从谦虚中体验乐趣 从忍辱中培养美德 从自制中克服物欲 从

12、宁静中安顿身心,2020/7/17,GAO JIANXIN2014,29,沟通及自我修炼-3,谦和宁静去待人 恭敬谨慎去接物 忍而能弱去容人 容而能刚去做事,2020/7/17,GAO JIANXIN2014,30,领导御能特质,善管人者, 总能洞察人心, 通达人意,统筹目标, 协调激励; 善管人者, 总能用其所长, 避其所短, 人尽其才, 才尽其用; 善管人者, 总能以一之智, 集众之力, 运筹帷幄, 决胜千里;,2020/7/17,GAO JIANXIN2014,31,人格-管人的永久王牌 激励-管人的核心秘诀 信任-管人的凝聚力量 理解-管人的交流诀窍 原则-管人的规矩尺度 幽默-管人的

13、常胜法宝 宽容-管人的润滑良剂,2020/7/17,GAO JIANXIN2014,32,All depends on Communication,Learning-listening, discussing, reading, writing, etc. Persuading-your boss, friends, fellows, clients, etc. Getting help-maybe from everybody around you,even strangers. Finishing works-promotion,planning projects, motivating

14、your people. Contacting with people-making life smooth.,2020/7/17,GAO JIANXIN2014,33,So many kinds of Communication,You can read easily outdated and not necessarily getting you promoted. Relating skills: valuable across the managerial career span ,helping you progress or be promoted to higher levels

15、 of responsibility and form relationships. Conceptual skills: least valuable at entry level, but more valuable at senior levels, which permit you to look past the details of daily work assignment and see the bigger picture. Note: remember golden triangle?,2020/7/17,GAO JIANXIN2014,51,Talk Is The Wor

16、k75% of managers time in verbal interaction,Face-to-face conversation Telephone conversation Video teleconferencing Presentations to small groups Public speaking to larger audiences Note:The major channels of management communication are talking and listening.,2020/7/17,GAO JIANXIN2014,52,The Role o

17、f Writing,Documentation-The most important projects, decisions and ideas end up in writing. You have to write a resume when seeking for a job. A career shifter-Your writing demonstrates your ability to put ideas in a clear, unambiguous fashion-Show your competence of writing, especially in the early

18、 days of your career. Do it yourself-No others really know what you think, so youd develop writing skill. Beware of the effect of your writing-The ill-considered or expressed writing could be utilized by your opponents or let down your boss. Note: An article can trigger a wave of social revolution.

19、And your writing can persuade others to do what you want them to do.,2020/7/17,GAO JIANXIN2014,53,Information(SLWR) Is Socially Constructed,Information is created, shared and interpreted by people. Information never speaks for itself. Context always drives meaning-Pay attention to the backdrop to a

20、message or its background. A messenger always accompanies a message. So never only pay attention to the information itself, and learn to take advantage of rhetoric.,2020/7/17,GAO JIANXIN2014,54,How To Become A Good Communicator?,Admit to flaws in your skill Recognize your strengths and weaknesses as

21、 a communicator-use the most skilled ability and improve the least skilled one. Be alert to demands to develop new skills. Acquire a knowledge base and beware of trends affecting your future. Read the relevant newspapers, magazines and books to make communication more effective-keep pace with the on

22、going era. Develop the confidence you will need to succeed as a manger, particularly under conditions of uncertainty, change and challenge.,2020/7/17,GAO JIANXIN2014,55,Exercise:Get Things Done,Analyze your own strengths and weaknesses in skills of communication. Write them in a paper and plan how t

23、o deal with it. Ask a friend or classmate to assess your analysis. Get his or her advice. Meet a stranger, tell him a “story”, and then persuade him to do what you want him to do. Example: In a bus stop, you ask a stranger to lend you 1 Yuan “because you lost your wallet or your wallet was stolen by

24、 a thief in the bus”.,2020/7/17,GAO JIANXIN2014,56,Joke 1,Three mice are being chased by a cat. The mice were cornered when one of the mice turned around and barked, Ruff! Ruff! Ruff! The surprised cat ran away scared. Later when the mice told their mother what happened, she smiled and said, You see

25、, it pays to be bilingual!,2020/7/17,GAO JIANXIN2014,57,Joke 2,A man walks into a shop and sees a cute little dog. He asks the shopkeeper, Does your dog bite? The shopkeeper says, No, my dog does not bite. The man tries to pet the dog and the dog bites him. Ouch! He says, I thought you said your dog

26、 does not bite! The shopkeeper replies, That is not my dog!,2020/7/17,GAO JIANXIN2014,58,Joke 3(a),Three rich brothers each wanted to do something special for their elderly mother on Mothers Day. The first brother bought her a huge house. The second brother gave her a limousine (luxury car), with a

27、driver. The third brother remembered that his mother used to love to read the Bible, but couldnt see well anymore, so he got her a specially trained parrot that could recite any verse from the Bible on demand.,2020/7/17,GAO JIANXIN2013,59,Joke 3(b),Soon, the brothers received thank-you notes from th

28、eir mother. The first sons note said, The house you bought me is much too big! I only live in a small part of it, but I have to clean the whole thing! The second son got a note that said, I rarely leave the house anymore, so I hardly use the limo you gave me. And when I do use it, the driver is so r

29、ude! The third sons note said, My darling baby boy, you know just what your mother loves! The chicken was delicious!,2020/7/17,GAO JIANXIN2013,60,Exercise: self-assessment,List your main advantage lives in central China; eats shoots and leaves.,2020/7/17,GAO JIANXIN2013,66,NOISE,Elements 李祥坤 Subject

30、: 人力资源管理硕士课程介绍 Importance: High 郭教授： 您好！ 非常遗憾您的电脑系统出了问题。 我将您原先准备的5门课程大纲再次发送给您。 根据我们在6月份的会谈情况，南昆士兰大学已完成了合同，但需要您提供贵院12 门课程的大纲（其中包括由贵院负责教授的6门课程），供其学术委员会认可。 考虑到10月份开班，双方的前期准备时间仅有2个月时间，其间还要完成合同签订、 项目申报、推广等多项工作，因此恳请您能尽快将有关课程大纲提供给我。 谢谢。 张华 项目开发部高级经理 澳中教育文化中心,purpose,Provide facts,Request assistance,2020/7/

31、17,GAO JIANXIN2014,154,The persuasive memo(A),Consider your objective against the reader s attitudes, perceptions, and knowledge of the subject.-his mindset?how to let him say yes? Outline on paper-never miss anything. Include a plan of action-add your credibility and practicality to your ideas. Don

32、t lose your argument in the situation analysis-stick to the facts,avoid controversial issues and unsupported assertions.,2020/7/17,GAO JIANXIN2014,155,The persuasive memo(B),Use the direct approach-your ideas? Always lead from strength-with a strong and confident overview paragraph,in order of impor

33、tance. Use precedent to make your proposal appear less speculative (risk-taking). Gear your argument to the readers decision criteria.,2020/7/17,GAO JIANXIN2014,156,Outlining a proposal,Situation analysis-the situation your reader or company is facing Your recommendation-what should we do about it?

34、Rationale-why is the recommendation a good thing to do?,2020/7/17,GAO JIANXIN2014,157,Seven-step Outlining Procedure,Review your strategy. Assemble the information that will go into the memo. Identify and separate need to know information Identify and separate the recommended course of action,2020/7

35、/17,GAO JIANXIN2014,158,Seven-step Outlining Procedure,Develop your rationale Rank your arguments from most powerful to least important Test your argument against the readers decision criteria,2020/7/17,GAO JIANXIN2014,159,The Proposal Format for Memos -1,Overview:purpose,main ideas,your opinion, ov

36、erall cost. Situation analysis:background,historical perspective,relevant facts,key assumption -the foundation on which your proposal is built. recommendation:a clear overall picture for action.,2020/7/17,GAO JIANXIN2014,160,The Proposal Format for Memos -2,Rational:a numbered list of reasons that s

37、upport your recommendation,in order of importance. Alternatives considered Implementation plan:timing,resource requirements with logically appropriate headings Next steps:what will happen?,2020/7/17,GAO JIANXIN2014,161,The competitive appraisal format of memos,Overview Background Conclusion:your int

38、erpretation of the facts Findings:the facts that support your conclusion Indicated action Supporting data,2020/7/17,GAO JIANXIN2014,162,Conference Reports,Including:the name of the group,persons attending,subjects Report briefly on -what was discussed? -what was decided and why?,Focus your report on

39、 -what action is required? -who is responsible? -what the timing will be?,2020/7/17,GAO JIANXIN2014,163,Make your memos inviting and attractive,Grab attention up front Vary sentence and paragraph length-but keep them short Use headings Use bullets and numbers to identify groupings Use parallel struc

40、ture for lists Underline or use boldface type to focus on topic sentences,key words,and phrases Leave adequate margins Make it quality document,2020/7/17,GAO JIANXIN2014,164,Writing Good Business Letters(Rudolph Flesch)-1,Answer promptly Show that you are genuinely interested Dont be so short,brief,

41、simple If its bad news,say you are sorry If its good news,say you are glad Give everyone the benefit of doubt Never send off an angry letter,2020/7/17,GAO JIANXIN2014,165,Writing Good Business Letters(Rudolph Flesch)-2,Watch out for cranks (dont lose your temper) Appreciate humor be careful with for

42、m letters,2020/7/17,GAO JIANXIN2014,166,When you are required to explain something,Nothing is self-explanatory Translate technical terms Go step-by-step Dont say too little or too much Illustrate-maps,drawings,process flow charts Answer expected questions Warn against common mistakes,2020/7/17,GAO J

43、IANXIN2014,167,When you are required to apologize,take the complaint seriously Explain what happened and why Dont shift the blame Dont just write-do something,2020/7/17,GAO JIANXIN2014,168,The order arrangement,directions before reasons Requests before justifications Answers before explanations Conc

44、lusions before details Solutions before problems,Give-,CHAPTER 8 Listening and Feedback,2020/7/17,GAO JIANXIN2014,170,How Our Time is Spent Communicating,45% of our day is spent listening 30% of our day is spent speaking 16% of our day is spent reading 9% of our day is spent writing,2020/7/17,GAO JI

45、ANXIN2014,171,Listening is Hard Work,It is characterized by faster heart action, quicker circulation of the blood, and a small rise in bodily temperature. The average American adult listens at an efficiency rate of 25%. Listening is a process that includes hearing, attending to, understanding, evalu

46、ating, and responding to spoken messages.,2020/7/17,GAO JIANXIN2014,172,Why Arent People Better Listeners?,Were always in a hurry; good listening takes time. People think listening is boring; they had rather talk. Were conditioned to listen passively, not actively, because of TV and radio.,2020/7/17

47、,GAO JIANXIN2014,173,Why Listen?,Poor listening results in millions of little time-wasting mistakes a day: wrong telephone number, wrong coffee order, etc. Poor listening can cause liability lawsuits. Listening is the central skill in establishing and maintaining interpersonal relationships.,2020/7/

48、17,GAO JIANXIN2014,174,The Benefits of Better Listening-1,Increased knowledge Job success Improved interpersonal relations Self-protection Listening demonstrates acceptance Listening promotes problem-solving abilities,2020/7/17,GAO JIANXIN2014,175,The Benefits of Better Listening-2,Listening increas

49、es the speakers receptiveness to the thoughts and ideas of others. Listening increases the self-esteem of the other person. Listening helps you overcome self-consciousness.,2020/7/17,GAO JIANXIN2014,176,An Inventory of Poor Listening Habits-1,Being preoccupied with talking, not listening. Calling th

50、e subject uninteresting. Letting bias or prejudice distort the messages you hear. Oversimplifying answers or explanations.,2020/7/17,GAO JIANXIN2014,177,An Inventory of Poor Listening Habits-2,Yielding to external distractions Yielding to internal distractions Avoiding difficult or demanding materia

51、l Rationalizing poor listening Criticizing the speakers delivery Jumping to conclusions Getting over-stimulated,2020/7/17,GAO JIANXIN2014,178,An Inventory of Poor Listening Habits,Assigning the wrong meaning to words Listening only for the facts Trying to make an outline of everything you hear Fakin

52、g attention to the speaker Letting emotion-laden words throw us off track,2020/7/17,GAO JIANXIN2014,179,An Inventory of Poor Listening Habits,Resisting the temptation to interrupt Wasting the differential between the rate at which we speak and the rate at which we think,2020/7/17,GAO JIANXIN2014,180

53、,Developing Good Listening Skills-1,Stop talking! One conversation at a time Empathize with the person speaking Ask questions Dont interrupt Show interest Give your undivided attention,2020/7/17,GAO JIANXIN2014,181,Developing Good Listening Skills-2,Evaluate facts and evidence React to ideas, not to

54、 the speaker Wishing doesnt make it so Listen for what is not said Share the responsibility for communication,2020/7/17,GAO JIANXIN2014,182,The Five Essential Skills of Active Listening,Paraphrase(interpret) others as they speak Reflect feelings Reflect meaning Reflect conclusions Follow through,202

55、0/7/17,GAO JIANXIN2014,183,A System for Improving Your Listening Habits,Review your listening inventory Recognize your undesirable listening habits Refuse to tolerate undesirable habits Replace undesirable habits with effective ones,2020/7/17,GAO JIANXIN2014,184,Guidelines for Constructive Feedback-

56、1,Acknowledge the need for feedback Give both positive and negative feedback Understand the context Provide definitions Use a common language Dont assume,2020/7/17,GAO JIANXIN2014,185,Guidelines for Constructive Feedback-2,Focus on behavior rather than people Know when to give feedback Know how to g

57、ive feedback,2020/7/17,GAO JIANXIN2014,186,Knowing When Not to Give Feedback-1,You dont know much about the circum-stances of the behavior. You dont care about the person or will not be around long enough to follow up on the aftermath of your feedback. The feedback, positive or negative, is about so

58、mething the person has no power to change.,2020/7/17,GAO JIANXIN2014,187,Knowing When Not to Give Feedback-2,The other person seems low in self-esteem. You are low in self-esteem. Your purpose is not really improvement, but to put someone on the spot or show how much smarter you are. The time, place

59、, or circumstances are inappropriate.,2020/7/17,GAO JIANXIN2014,188,Knowing How to Give Effective Feedback-1,Be descriptive. Be objective. Dont use labels. Dont exaggerate. Dont be judgmental. Speak for yourself.,2020/7/17,GAO JIANXIN2014,189,Knowing How to Give Effective Feedback-2,Talk first about yourself, not about the other person. Phrase the issue as a statement, not as a question. Encourage people to change