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1、chapter_14_managers_and_communicationPowerPoint Presentation by Feiyan.SunL E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.nThe Nature and Function of CommunicationnMethods of Interpersonal CommunicationnEffective Interpersonal CommunicationnOrganizationa
2、l CommunicationnInformation Technology and CommunicationnCommunication Issues In Todays Organization2PowerPoint Presentation by Feiyan.SunWhat Is Communication?CommunicationThe transfer and understanding of meaning.意义的传意义的传递和理解递和理解vTransfer means the message was received in a form that can be interp
3、reted by the receiver. 传递是指信息以可被接受者解释的形式接受传递是指信息以可被接受者解释的形式接受.vUnderstanding the message is not the same as the receiver agreeing with the message. 理解信息并不意味着接受者对信息的赞同理解信息并不意味着接受者对信息的赞同.3PowerPoint Presentation by Feiyan.SunInterpersonal Communication人际沟通人际沟通vCommunication between two or more peoplev
4、两个或多个人之间的沟通两个或多个人之间的沟通Organizational Communication组织沟通组织沟通vAll the patterns, network, and systems of communications within an organizationv组织中沟通的各种方式、网络和系统等组织中沟通的各种方式、网络和系统等4PowerPoint Presentation by Feiyan.SunFour Functions of CommunicationControlControl控制控制控制控制MotivationMotivation激励激励激励激励Emotiona
5、lEmotionalExpressionExpression情绪表达情绪表达情绪表达情绪表达InformationInformation信息信息信息信息Functions ofFunctions ofCommunicationCommunication5PowerPoint Presentation by Feiyan.Sun146L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.nThe Nature and Function of Communicati
6、onnMethods of Interpersonal CommunicationnEffective Interpersonal CommunicationnOrganizational CommunicationnInformation Technology and CommunicationnCommunication Issues In Todays OrganizationPowerPoint Presentation by Feiyan.SunThe Interpersonal Communication Process7PowerPoint Presentation by Fei
7、yan.SunInterpersonal Communication Methods人际沟通方法人际沟通方法Face-to-faceTelephoneGroup meetingsFormal presentationsMemos(备忘录备忘录 )Traditional MailFax machinesEmployee publicationsBulletin boards(公告栏）公告栏）Audio- and videotapesHotlines 热线、咨询电话热线、咨询电话E-mailComputer conferencingVoice mailTeleconferencesVideocon
8、ferences可视会议可视会议8PowerPoint Presentation by Feiyan.SunNonverbal Communication 非语言沟通非语言沟通Communication that is transmitted without words.不经由言语表达的沟通不经由言语表达的沟通vSounds with specific meanings or warnings 具有特殊含义或警告的声音具有特殊含义或警告的声音vImages that control or encourage behaviors 控制或激励行为的图像控制或激励行为的图像vSituational
9、behaviors that convey meanings 传送某种意义的情境行为传送某种意义的情境行为vClothing and physical surroundings that imply status 具有身份暗示的衣着或体态具有身份暗示的衣着或体态9PowerPoint Presentation by Feiyan.SunBody language(肢体语言肢体语言): gestures, facial expressions, and other body movements that convey meaning. 传递一定信息的手势、脸部表情，以及其传递一定信息的手势、脸部
10、表情，以及其他身体动作他身体动作.Verbal intonation(语调语调): emphasis that a speaker gives to certain words or phrases that conveys meaning. 一个人对传达某种意义的某些词汇或短语一个人对传达某种意义的某些词汇或短语的强调的强调.10PowerPoint Presentation by Feiyan.Sun1411L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapte
11、r.nThe Nature and Function of CommunicationnMethods of Interpersonal CommunicationnEffective Interpersonal CommunicationnOrganizational CommunicationnInformation Technology and CommunicationnCommunication Issues In Todays OrganizationPowerPoint Presentation by Feiyan.SunBarriers to Communication沟通的障
12、碍沟通的障碍 DefensivenessDefensivenessNationalNationalCultureCultureEmotionsEmotionsInformation Information OverloadOverloadInterpersonal Interpersonal CommunicationCommunicationLanguageLanguageFilteringFiltering12PowerPoint Presentation by Feiyan.SunFiltering 过滤过滤The deliberate manipulation of informati
13、on to make it appear more favorable to the receiver.故意操纵信息，使信息显得更易得到接受。故意操纵信息，使信息显得更易得到接受。Emotions 情绪情绪Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages.在对信息进行解释时，无法进行客观而理性在对信息进行解释时，无法进行客观而理性的思维活动，而让情绪性的判断所取代。的思维活动，而让情绪性的判断所取代。13Po
14、werPoint Presentation by Feiyan.SunInformation Overload 信息超载信息超载Being confronted with a quantity of information that exceeds an individuals capacity to process it.面对的信息超过了个人的处理能力。面对的信息超过了个人的处理能力。Defensiveness 防卫防卫When threatened, reacting in a way that reduces the ability to achieve mutual understan
15、ding.当受当受到威胁时，人们通常采用一种防卫的方式做出反到威胁时，人们通常采用一种防卫的方式做出反应，而这在很大程度上降低了取得相互理解的可应，而这在很大程度上降低了取得相互理解的可能。能。14PowerPoint Presentation by Feiyan.SunLanguage 语言语言The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages.信息发送者信息发送者使用的词汇对于
16、不同的人其含义是不同的，或者采用使用的词汇对于不同的人其含义是不同的，或者采用的是行业术语，这就容易造成接受者的误解。的是行业术语，这就容易造成接受者的误解。National Culture 民族文化民族文化Culture influences the form, formality, openness, patterns and use of information in communications.在沟通中，文化会影响到形式、礼仪、公开度、风格在沟通中，文化会影响到形式、礼仪、公开度、风格以及对信息的使用。以及对信息的使用。15PowerPoint Presentation by Fei
17、yan.SunOvercoming Barriers to Communications 克服沟通障碍克服沟通障碍Use Feedback 运用反馈运用反馈Simplify Language 简化用语简化用语Listen Actively积极倾听积极倾听Constrain Emotions控制情绪控制情绪Watch Nonverbal Cues注意非语言提示注意非语言提示16PowerPoint Presentation by Feiyan.Sun图表图表 143 积极倾听的行为积极倾听的行为Source: Based on P.L. Hunsaker, Training in Managem
18、ent Skills (Upper Saddle River, NJ: Prentice Hall, 2001).PowerPoint Presentation by Feiyan.Sun1418L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.nThe Nature and Function of CommunicationnMethods of Interpersonal CommunicationnEffective Interpersonal Com
19、municationnOrganizational CommunicationnInformation Technology and CommunicationnCommunication Issues In Todays OrganizationPowerPoint Presentation by Feiyan.SunFormal versus Informal CommunicationFormal Communication 正式沟通正式沟通Communication that follows the official chain of command or is part of the
20、 communication required to do ones job.按照规定的指挥链或者作为工作的一部分而按照规定的指挥链或者作为工作的一部分而进行的沟通。进行的沟通。19PowerPoint Presentation by Feiyan.SunInformal Communication 非正式沟通非正式沟通Communication that is not defined by the organizations hierarchy. 不受组织的层级结构不受组织的层级结构限制的沟通限制的沟通vPermits employees to satisfy their need for
21、social interaction. 促进员工满足社会交往的促进员工满足社会交往的需要需要vCan improve an organizations performance by creating faster and more effective channels of communication. 有利于改进组织有利于改进组织的绩效，因为它提供了更加快捷和有效的沟的绩效，因为它提供了更加快捷和有效的沟通渠道。通渠道。20PowerPoint Presentation by Feiyan.SunDirection of Communication Flows 沟通信息的流向沟通信息的流向L
22、ateral Lateral D Di ia ag go on na al lD Do owwn nwwa ar rd dU Up pwwa ar rd d21PowerPoint Presentation by Feiyan.SunDownward 下行沟通下行沟通Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees. 信息由经理人员利用通知、信息由经理人员利用通知、命令、协调和评估的方式传达给员工。命令、协调和评估的方式传达给员工。U
23、pward 上行沟通上行沟通Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect.信息由员工传达给经信息由员工传达给经理人员，以使其能够了解员工的需求，并获得提理人员，以使其能够了解员工的需求，并获得提升和构建相互信任、尊敬的环境的方法。升和构建相互信任、尊敬的环境的方法。 22PowerPoint Presentation
24、 by Feiyan.SunLateral (Horizontal) Communication 横向沟通横向沟通Communication that takes place among employees on the same level in the organization to save time and facilitate coordination.在同一组织在同一组织层级的员工间进行的沟通，可以节约时间，并能层级的员工间进行的沟通，可以节约时间，并能促进协调。促进协调。Diagonal Communication 斜向沟通斜向沟通Communication that cuts
25、across both work areas and organizational levels in the interest of efficiency and speed.发生在跨工作部门和跨组织发生在跨工作部门和跨组织层次的员工之间的沟通，有益于提高效率和速度。层次的员工之间的沟通，有益于提高效率和速度。23PowerPoint Presentation by Feiyan.Sun Communication Networks 沟通网络沟通网络Chain Network 链式网络链式网络Communication flows according to the formal chain
26、of command, both upward and downward.沟通信息是按照沟通信息是按照正式的指挥链流动的，可以上行，也可以下行。正式的指挥链流动的，可以上行，也可以下行。Wheel Network 轮式网络轮式网络All communication flows in and out through the group leader (hub) to others in the group.领导与团队其他成员领导与团队其他成员之间的沟通，该领导是所有沟通信息通过的中心。之间的沟通，该领导是所有沟通信息通过的中心。All-Channel Network 全通道网络全通道网络Comm
27、unications flow freely among all members of the work team.沟通信息在工作团队所有成员中自由地流动。沟通信息在工作团队所有成员中自由地流动。24PowerPoint Presentation by Feiyan.SunExhibit 144三种常见的组织网络类型及其沟通效果评价三种常见的组织网络类型及其沟通效果评价PowerPoint Presentation by Feiyan.SunThe Grapevine 小道消息小道消息An informal organizational communication network that i
28、s active in almost every organization.几乎在任何组织中都存在小道消息几乎在任何组织中都存在小道消息Provides a channel for issues not suitable for formal communication channels.为通过正式沟为通过正式沟通无法获得的消息提供了一种传播渠道。通无法获得的消息提供了一种传播渠道。The impact of information passed along the grapevine can be countered by open and honest communication with
29、 employees.与员工进行开与员工进行开放、全面、坦诚的沟通，可以减少谣言的负面放、全面、坦诚的沟通，可以减少谣言的负面作用。作用。26PowerPoint Presentation by Feiyan.Sun1427L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.nThe Nature and Function of CommunicationnMethods of Interpersonal CommunicationnEffective Int
30、erpersonal CommunicationnOrganizational CommunicationnInformation Technology and CommunicationnCommunication Issues In Todays OrganizationPowerPoint Presentation by Feiyan.Sun 埃德埃德纳吉是沃尔玛公司纳吉是沃尔玛公司880号分店的经理，该店位于美国德号分店的经理，该店位于美国德克萨斯州欧文镇。克萨斯州欧文镇。 平时埃德平时埃德纳吉喜欢在店内来回走动，一边看着熙熙攘攘的顾纳吉喜欢在店内来回走动，一边看着熙熙攘攘的顾客购物，
31、一边盘算着如何降低成本。如果看到货架上的毛巾或者客购物，一边盘算着如何降低成本。如果看到货架上的毛巾或者香皂等任何一种商品不多了，埃德香皂等任何一种商品不多了，埃德纳吉只要扫描一下毛巾或者香纳吉只要扫描一下毛巾或者香皂的条形码，就知道这家分店内现在还有多少该商品，已经预定皂的条形码，就知道这家分店内现在还有多少该商品，已经预定了多少该商品，预定的商品中有多少正在运输过程中，什么时间了多少该商品，预定的商品中有多少正在运输过程中，什么时间到达，有多少在配送中心等。到达，有多少在配送中心等。 通过该商品的条形码，埃德通过该商品的条形码，埃德纳吉还可以理解上周甚至是上纳吉还可以理解上周甚至是上年年8
32、80分店卖了多少该商品。埃德分店卖了多少该商品。埃德纳吉之所以了解得这么详细，纳吉之所以了解得这么详细，就是因为沃尔玛有统一的货品代码，商场当中的所有商品都有一就是因为沃尔玛有统一的货品代码，商场当中的所有商品都有一个统一的产品代码个统一的产品代码 UPC代码，更重要的是沃尔玛公司实现了每个代码，更重要的是沃尔玛公司实现了每个分店与配送中心、公司总部甚至供应商的信息实时共享。分店与配送中心、公司总部甚至供应商的信息实时共享。28PowerPoint Presentation by Feiyan.SunHow Technology Affects Managerial Communication
33、信息技术如何影响管理沟通信息技术如何影响管理沟通Networked Systems 网络系统网络系统Wireless Capabilities 无线网络无线网络29PowerPoint Presentation by Feiyan.SunHow IT Affects Organizations信息技术如何影响组织信息技术如何影响组织uRemoves the constraints of time and distance 突破了时间和空间的限制突破了时间和空间的限制uProvides for the sharing of information 为信息共享提供支持为信息共享提供支持uInteg
34、rates decision making and work 促进了工作和决策的整合促进了工作和决策的整合uCreates problems of constant accessibility to employees 对员工来说，将不断被人联络对员工来说，将不断被人联络30PowerPoint Presentation by Feiyan.Sun1431L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.nThe Nature and Function of
35、 CommunicationnMethods of Interpersonal CommunicationnEffective Interpersonal CommunicationnOrganizational CommunicationnInformation Technology and CommunicationnCommunication Issues In Todays OrganizationPowerPoint Presentation by Feiyan.SunManaging Communication in an Internet World 管理网络世界中的沟通管理网络
36、世界中的沟通Legal and security issues 法律和安全问题法律和安全问题Lack of personal interaction 缺乏人际沟通缺乏人际沟通32PowerPoint Presentation by Feiyan.SunManaging the Organizations Knowledge Resources 管理组织的知识资源管理组织的知识资源Build online information databases that employees can access.构建员工可以进入的在线构建员工可以进入的在线信息数据库信息数据库Create “communit
37、ies of practice” for groups of people who share a concern, share expertise, and interact with each other.创建创建 “实践社区实践社区”，群体在此可以分担忧愁，分享专门知识，以，群体在此可以分担忧愁，分享专门知识，以及相互地信息交流及相互地信息交流 。33PowerPoint Presentation by Feiyan.SunThe Role of Communication in Customer Service 与顾客有效沟通与顾客有效沟通Communicating Effective
38、ly with CustomersRecognize the three components of the customer service delivery process. 辨认存在于任何服务传递过程中的三要素辨认存在于任何服务传递过程中的三要素.Develop a strong service culture focused on the personalization of serviceto each customer. 构建服务于每一个顾客个性化需求的强大的服务文化构建服务于每一个顾客个性化需求的强大的服务文化卡尔顿酒店卡尔顿酒店34PowerPoint Presentation
39、 by Feiyan.SunTerms to Know interpersonal communicationorganizational communicationmessageencodingchanneldecodingcommunication processnoisenonverbal communicationbody languageverbal intonationfilteringselective perceptioninformation overloadformal communicationinformal communicationdownward communicationupward communicationlateral communicationdiagonal communicationcommunication networksgrapevine35
