第十五章：Communicating溝通

1、 人際溝通是管理者的基本技能之一，本章對(duì)溝通的基本理論作了一個(gè)介紹。主要內(nèi)容包括：人際溝通、提高溝通技能、組織溝通這三部分。 Communication The transmission of information and meaning from one party to another through the use of shared symbols. 溝通：指信息和意思通過(guò)共有的符號(hào)從一方傳遞到另一方。 The sender initiates the process by conveying information to the receiver. The sender has a

2、 meaning he or she wishes to communicate and encodes the meaning into symbols. Then the sender sends the message through some channel. 溝通過(guò)程從發(fā)送者開(kāi)始，他把信息傳遞給接收者，發(fā)送者將需要溝通的信息編碼成符號(hào)（語(yǔ)言），然后通過(guò)某種渠道（口頭、書面）傳遞給接收者。 The receive decodes the message and attempts to interpret the senders meaning. The receiver may pro

3、vide feedback to the sender by encoding a message in response to the senders message. 接收者解碼收到的信息，并解釋發(fā)送者的意思。接收者可能對(duì)發(fā)送者提供反饋，以作為對(duì)發(fā)送者的信息的反應(yīng)。 One-way communication A process in which information flows in only one directionfrom the sender to the receiver, with no feedback loop. 單向溝通：信息朝著一個(gè)方向流動(dòng)從發(fā)送者到接收者，而沒(méi)有反

4、饋。 Two-way communication A process in which information flows in two directionsthe receiver provides feedback and the sender is receptive to the feedback. 雙向溝通：信息朝著兩個(gè)方向流動(dòng)接收者提供反饋并且發(fā)送者接收了反饋。 One-way communication is much more common than it should be because it is faster and easier for the sender.The

5、busy executive finds it easier to dash off a memo than to discuss the issue with the subordinate. 人們通常使用單向溝通，因?yàn)閷?duì)發(fā)送者來(lái)說(shuō)，他更快更容易。忙碌的管理者發(fā)現(xiàn)下發(fā)一個(gè)備忘錄比與下屬一起討論更容易。 Two-way communication is more difficult and time-consuming than one-way communication. However, it is more accurate; fewer mistakes occur and fewer

6、 problems arise. 雙向溝通比單向溝通更困難并且花時(shí)間，可是，雙向溝通更準(zhǔn)確，錯(cuò)誤和問(wèn)題更少。 Errors can occur in all stages of the communication process. In the encoding stage, worlds can be misused, decimal points typed in the wrong places, facts left out, or ambiguous phrases inserted. 在溝通的每個(gè)階段都可能出錯(cuò)。在編碼階段，可能會(huì)用錯(cuò)字、小數(shù)點(diǎn)點(diǎn)錯(cuò)了地方、漏掉了一些事實(shí)或插入了一些

7、模糊的段落。 In the transmission stage, a memo gets lost on a cluttered desk, the words on an overhead transparency are too small to read from the back of the room, or words are spoken with ambiguous inflections. 在信息的傳遞階段，備忘錄在凌亂的桌子上丟了，膠片上頭的字太小以至于后面的人看不清楚，或由于吐字不清而讓人聽(tīng)不清楚。 Decoding problems arise when the re

8、ceiver doesnt listen carefully or reads too quickly and overlooks a key point. 當(dāng)接收者沒(méi)有仔細(xì)聽(tīng)，或讀得太快和忽略關(guān)鍵點(diǎn)時(shí)，解碼問(wèn)題就產(chǎn)生了。 More generally, peoples perceptual and filtering processes create misinterpretations. 更一般的是，人們的感知和過(guò)濾過(guò)程會(huì)產(chǎn)生錯(cuò)誤理解。 Because of such filtering and perceptual differences, you cannot assume the o

9、ther person means what you think he means, or understands the meanings you intend. 因?yàn)檫^(guò)濾和感知的不同，你不能想當(dāng)然的認(rèn)為：你想象的別人的想法就是他的真實(shí)想法；也不能想當(dāng)然的認(rèn)為別人能理解你的意圖。 Peoples perceptions can undermine attempts to communicate. They inadvertently send mixed signals that can undermine their intended messages., all of this crea

10、tes problems in communication. 人們的感知可能會(huì)破壞溝通。人們漫不經(jīng)心地發(fā)送信號(hào)可能破壞他們意圖傳遞的信息， 所有的這些都會(huì)給溝通帶來(lái)問(wèn)題。 (1) ensure that the receivers attend to the message they are sending;確保接收者注意發(fā)送者正在發(fā)送的信息 (2) consider the other partys frame of reference and attempt to convey the message from that perceptual viewpoint.考慮另一方的參考框架并從感

11、知的角度出發(fā)傳遞信息。 (3) take concrete steps to minimize perceptual errors and improper signals, in both sending and receiving;從發(fā)送和接收兩個(gè)方面采取具體的步驟來(lái)減少感知上的錯(cuò)誤和不適當(dāng)?shù)男盘?hào)。 (4) send consistent messages.發(fā)送一致的信息。 Communication can be sent through a variety of channels including oral, written, and electronic. 溝通能通過(guò)各種各樣的渠道

12、進(jìn)行，這些渠道包括：口頭渠道、書面渠道和電子渠道。 Oral communication includes face-to-face discussion, telephone conversations, and formal presentations and speeches. 口頭溝通包括：面對(duì)面討論、電話交談、正式陳述和演講。 Advantages are that questions can be asked and answered; feedback is immediate and direct; the receiver can sense the senders sinc

13、erity; and oral communication is more persuasive and sometimes less expensive than written.口頭溝通的優(yōu)點(diǎn)是：有問(wèn)有答；馬上有直接的反饋；接收者能感受到發(fā)送者的真誠(chéng)；口頭溝通更有說(shuō)服力；有時(shí)花費(fèi)比書面溝通低。 Oral communication also has disadvantages: It can lead to spontaneous, ill-considered statements, and there is no permanent record of it. 口頭溝通也有缺點(diǎn)：他可能

14、導(dǎo)致一時(shí)沖動(dòng)的、沒(méi)有充分考慮的陳述；它沒(méi)有永久的記錄。 Written communication includes memos, letters, reports, computer files, and other written documents. 書面溝通包括：備忘錄、信件、報(bào)告、計(jì)算機(jī)文件和其他的書面文件 Advantages to using written messages are that the message can be revised several times, it is a permanent record that can be saved, the mess

15、age stays the same even if relayed through many people, and the receiver has more time to analyze the message.書面溝通的優(yōu)點(diǎn)是：以書面形式發(fā)送的信息能多次修改；可以作為永久信息保存；信息經(jīng)過(guò)多人轉(zhuǎn)手也不會(huì)改變；接收者有更多時(shí)間去分析信息。 Disadvantages are that the sender has no control over where, when, or if the message is read; the sender does not receive imm

16、ediate feedback; the receiver may not understand parts of the message; and the message must be longer to contain enough information to answer anticipated questions. 書面溝通的缺點(diǎn)是：發(fā)送者不能控制接收者在什么地點(diǎn)、什么時(shí)間或是否閱讀信息；發(fā)送者不能立即得到反饋；接收者可能不理解部分信息；書面材料中必須包含足夠的信息以回答可能的問(wèn)題 The advantages include the sharing of more informa

17、tion, and speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas. It can reduce time spent traveling, talking, and photocopying. Its also cheap優(yōu)點(diǎn)包括：共享更多的信息；通過(guò)廣大的地理區(qū)域傳遞日常信息到很多人時(shí)提高了速度和效率；減少時(shí)間；成本低。 Disadvantages of electronic communication include th

18、e difficulty of solving complex problems, which require more extended, face-to-face interaction, and the inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying.電子溝通的缺點(diǎn)包括：難以解決那些需要面對(duì)面交流的復(fù)雜問(wèn)題；不能獲得有關(guān)溝通信息的微妙的、非語(yǔ)言的線索 There are three communication

19、s networks.有三個(gè)溝通網(wǎng)絡(luò) (1) independent, decentralized decision makers have the lowest communications needs.獨(dú)立的、分散的決策者需要的溝通最少。 (2) centralized decision makers need and receive greater volumes of relevant information from different sites and from people both inside and outside the firm. 集中的決策者需要從不同的地方和從公司

20、內(nèi)外得到大量的相關(guān)信息。 (3) connected, decentralized decision makers are so interconnected that they require even more information than centralized ones. They make independent decisions, but their decisions must be based on vast amounts of information from remote sites available through electronic or other net

21、works. 關(guān)聯(lián)的、分散的決策者需要的信息比集中決策者還要多，他們獨(dú)立決策，但是他們的決策是建立在大量的信息之上的，這些信息可能是通過(guò)電子的或其他網(wǎng)絡(luò)遠(yuǎn)距離收集到的。 Media richness The degree to which a communication channel conveys information. 媒介豐富度：溝通渠道傳遞信息的程度 Some communication channels convey more information than other. The amount of information a medium conveys is called

22、media richness. The more information or cues a medium sends to the receiver, the richer the medium is.一些溝通渠道比其他渠道傳遞更多的信息。媒介傳遞信息的數(shù)量稱為媒介豐富度。 Face-to-face communication is the richest medium because it offers a variety of cues in addition to words: tone of voice, facial expression, body language, and o

23、ther nonverbal signals.面對(duì)面溝通是最豐富的媒介，因?yàn)槌苏Z(yǔ)言之外，它還各種各樣的提示：語(yǔ)氣、面部表情、身體語(yǔ)言和其他的非語(yǔ)言信號(hào)。 The telephone id less rich than face-to-face communication, electronic mail is less rich yet, and memos are the least rich medium.電話溝通的媒介豐富度低于面對(duì)面溝通，電子郵件又次之，備忘錄的媒介豐富度最低。 In general, you should send difficult and unusual mes

24、sages through richer media, transmit simple and routine messages through less rich media like memos, and use multiple media for important messages that you want to ensure people attend to and understand. 一般地，你應(yīng)該通過(guò)豐富度高的媒介傳遞困難和不平常的信息，通過(guò)豐富度低的媒介（象備忘錄）傳遞簡(jiǎn)單和日常的信息，使用多種媒介發(fā)送那些重要的并且確保人們注意和理解的信息。 Some managers

25、 believe they should choose only one channel to communicate a message because doing so is more efficient. But multiple channels may be necessary. 一些管理者認(rèn)為應(yīng)該選擇單一的溝通渠道進(jìn)行溝通，因?yàn)檫@樣做更有效率。但是，多渠道可能是必要的 Another key to communication effectiveness is that people know how to use various channels properly. 溝通有效性的另

26、一個(gè)關(guān)鍵是：人民知道怎樣正確的使用各種溝通渠道 Before important communications, put yourself in the shoes of the receiver and choose your approach accordingly. For important communications, the sooner and more often they can be discussed face-to-face, one-on-one, or in small groups, the more effective they will be. 在溝通重要的

27、問(wèn)題之前，要認(rèn)真考慮接收者的特點(diǎn)并現(xiàn)在相應(yīng)的溝通渠道。對(duì)于重要的溝通，越早的并且越多的進(jìn)行面對(duì)面、一對(duì)一或小組討論，溝通效果會(huì)越好。 提高溝通技巧主要包括：提高發(fā)送者技巧；提高接收者技巧；注意非語(yǔ)言技巧。 1 presentation and persuasion skills.陳述和說(shuō)服技巧 2 writing skills寫作技巧 3 language語(yǔ)言 As a leader, some of your toughest challenges will arise when people do not want to do what has to be done. Leaders ha

28、ve to be persuasive to get people “on board.” 作為一個(gè)領(lǐng)導(dǎo)者，最艱巨的挑戰(zhàn)發(fā)生在人們不想做那些必須做的工作時(shí)，領(lǐng)導(dǎo)必須說(shuō)服人們做。 The most powerful and persuasive messages are simple and informative, are told with stories and anecdotes, and convey excitement. 最有說(shuō)服力的信息是簡(jiǎn)單的而且提供資料的和使人激動(dòng)的，并附加有一些故事和奇聞。 Effective writing is more than correct spe

29、lling, punctuation, and grammar. Good writing above all requires clear, logical thinking. 有效的寫作不僅僅是拼寫、標(biāo)點(diǎn)符號(hào)和語(yǔ)法的正確使用。好的寫作要求清晰、邏輯的思考。 You want people to find your memos and reports readable and interesting. Strive for clarity, organization, readability, and brevity. 你要想人們認(rèn)為你的備忘錄和報(bào)告具有通俗易懂和有趣味性，就要努力做到清楚、

30、結(jié)構(gòu)合理、通俗易懂和簡(jiǎn)潔。 Whether speaking or writing, you should consider the receivers background and adjust your language accordingly. 不管你是在說(shuō)還是在寫，你應(yīng)該考慮接收者的背景而相應(yīng)的調(diào)整你的語(yǔ)言。 When conducting business overseas, try to learn something about the other countrys language and customs. 在外國(guó)做生意時(shí)，要盡量學(xué)一些當(dāng)?shù)氐恼Z(yǔ)言和習(xí)慣 Nonverbal me

31、ssages can support or undermine the stated message. And often, nonverbal cues make a greater impact than other signals.非語(yǔ)言的信息可能強(qiáng)化或破壞被表述的信息，非語(yǔ)言線索經(jīng)常比其他的信號(hào)產(chǎn)生更大的影響。 Nonverbal signals in different countries are different.不同國(guó)家的非語(yǔ)言信號(hào)是不同的。 Receivers need good listening, reading, and observational skills.接收者

32、需要有好的傾聽(tīng)、閱讀和觀察技巧。 You may skim most of your reading materials, but read important memos, documents, and passages slowly and carefully. Note important points for later referral.對(duì)大多數(shù)的材料你可以采用瀏覽的方法，但是閱讀重要的備忘錄和文件要仔細(xì)，將重要的地方作個(gè)記號(hào)以作將來(lái)參考。 Dont limit your reading to items about your particular job skill or tech

33、nical expertise; read materials that fall outside of your immediate concerns. 不要僅僅閱讀與你的工作和技術(shù)相關(guān)的材料。 Effective communicators are also capable of observing and interpreting nonverbal communications. 有效的溝通者也要有觀察和解釋非語(yǔ)言溝通信息的能力。 A vital source of useful observations comes from personally visiting plants an

34、d other locations to get a first-hand view of operations. 一種至關(guān)重要的觀察方法是親自訪問(wèn)工廠和其他地方以獲得第一手的材料。 You must accurately interpret what you observe.你必須準(zhǔn)確的解釋你所觀察到的東西。 We will discuss downward, upward, horizontal, and informal communication in organizations. 我們將討論組織內(nèi)的下行溝通、上行溝通、水平溝通和非正式溝通。 Downward communicatio

35、n information that flows from higher to lower levels in the organizations hierarchy. 下行溝通：信息流從組織高層向低層流。 One problem is information overload: they are bombarded with so much information that they fail to absorb everything. 一個(gè)問(wèn)題是信息過(guò)載：人們處于信息爆炸的境地。無(wú)法吸收所有信息 A second problem is a lack of openness between

36、managers and employees.第二個(gè)問(wèn)題是管理者和員工之間缺乏公開(kāi)性。 A third problem is filtering.第三個(gè)問(wèn)題是過(guò)濾。 Coaching Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job. 指導(dǎo)：指幫助他人在工作中提高效率并發(fā)揮他的最大潛能的對(duì)話。 When people have performance problems, or exhibit behaviors that need

37、to be changed, coaching is often the best way to help the person change and succeed. And coaching is not just for poor performers. 當(dāng)人們有績(jī)效問(wèn)題或需要改變行為方式時(shí)，指導(dǎo)通常是幫助人們改變行為方式并取得成功的最好方式。指導(dǎo)不僅僅是針對(duì)績(jī)效差的人。 Adequate downward communication can be particularly valuable during difficult times. During corporate mergers

38、 and acquisition, employees are anxious as they wonder how the merger will affect them.充分的下行溝通在公司面臨困難時(shí)是特別有價(jià)值的。在公司兼并和收購(gòu)時(shí)，員工非常焦急，因?yàn)樗麄儾恢兰娌?huì)怎樣影響他們。 Open-book management Practice of sharing with employees at all levels of the organization vital information previously meant for managements eyes only. 公開(kāi)式管理：組織內(nèi)的所有員工共享重要的信息，這些重要信息以前僅為管理者所享有。 Upward communication Information that flows from lower to higher levels in the organizations hierarchy 上行溝通：信息流從組織的低層向高層流。 First, managers learn whats going on.第一，管理者知道正在發(fā)生什么。 Sec