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1、CommunicationWhat Is Communication?nCommunicationqThe transfer and understanding of meaning.nTransfer means the message was received in a form that can be interpreted by the receiver.nUnderstanding the message is not the same as the receiver agreeing with the message.qInterpersonal CommunicationnCom
2、munication between two or more peopleqOrganizational CommunicationnAll the patterns, network, and systems of communications within an organizationFour Functions of CommunicationFunctions ofFunctions of CommunicationCommunicationControlControlMotivationMotivationEmotionalEmotional ExpressionExpressio
3、nInformationInformationFunctions of CommunicationnControlqFormal and informal communications act to control individuals behaviors in organizations.nMotivationqCommunications clarify for employees what is to done, how well they have done it, and what can be done to improve performance.nEmotional Expr
4、essionqSocial interaction in the form of work group communications provides a way for employees to express themselves.nInformationqIndividuals and work groups need information to make decisions or to do their work.Interpersonal CommunicationnMessageqSource: senders intended meaningnEncodingqThe mess
5、age converted to symbolic formnChannelqThe medium through which the message travelsnDecodingqThe receivers retranslation of the messagenNoiseqDisturbances that interfere with communicationsInterpersonal Communication ProcessDistortions in CommunicationsnMessage EncodingqThe effect of the skills, att
6、itudes, and knowledge of the sender on the process of encoding the messageqThe social-cultural system of the sendernThe MessageqSymbols used to convey the messages meaningqThe content of the message itselfqThe choice of message formatqNoise interfering with the messageDistortions in Communications (
7、contd)nThe ChannelqThe senders choice of the appropriate channel or multiple channels for conveying the messagenReceiverqThe effect of skills, attitudes, and knowledge of the receiver on the process of decoding the messageqThe social-cultural system of the receivernFeedback LoopqCommunication channe
8、l distortions affecting the return message from receiver to senderInterpersonal Communication Methods Face-to-face Telephone Group meetings Formal presentations Memos Traditional Mail Fax machines Employee publications Bulletin boards Audio- and videotapes Hotlines E-mail Computer conferencing Voice
9、 mail Teleconferences VideoconferencesInterpersonal CommunicationnNonverbal CommunicationqCommunication that is transmitted without words.nSounds with specific meanings or warningsnImages that control or encourage behaviorsnSituational behaviors that convey meaningsnClothing and physical surrounding
10、s that imply statusqBody language: gestures, facial expressions, and other body movements that convey meaning.qVerbal intonation: emphasis that a speaker gives to certain words or phrases that conveys meaning.Barriers to Effective Interpersonal CommunicationnFilteringqThe deliberate manipulation of
11、information to make it appear more favorable to the receiver.nEmotionsqDisregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages.nInformation OverloadqBeing confronted with a quantity of information that exceeds an individuals capacity to
12、process it.Barriers to Effective Interpersonal CommunicationnDefensivenessqWhen threatened, reacting in a way that reduces the ability to achieve mutual understanding.nLanguageqThe different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret thei
13、r messages.nNational CultureqCulture influences the form, formality, openness, patterns and use of information in communications.Overcoming the Barriers to Effective Interpersonal CommunicationsnUse FeedbacknSimplify LanguagenListen ActivelynConstrain EmotionsnWatch Nonverbal CuesActive Listening Behaviors
