北大光華組織與管理Week7-個體(群體)間行為ppt課件

1、Chapter 11MANAGERIALCOMMUNICATIONAND INFORMATIONTECHNOLOGY11-1Learning ObjectivesYou should learn to:Define communicationExplain the interpersonal communication processDescribe the factors on which the different communication methods can be evaluated, and on what the choice of communication method d

2、ependsTell how nonverbal communication affects managers11-2You should learn to:Explain the barriers to effective interpersonal communication and how to overcome themContrast the different organizational communication flows and networksDescribe two developments in information technology that have had

3、 a significant impact on managerial communicationDiscuss how information technology affects organizations11-3Learning ObjectivesWhy Communicate?MotivateControlInformationEmotional expression: social need11-4Understanding Managerial CommunicationWhat is Communication?The transfer and understanding of

4、 meaningif no information has been conveyed, communication has not occurredeverything that a manager does involves communicatingeffective communication does not equal agreementineffective communication is the basis for many managerial problemsinterpersonal communication - occurs between peopleorgani

5、zational communication - all the patterns, networks, and systems of communication in an organization11-5Process Of Interpersonal CommunicationElements of the Processmessage - expresses the purpose of the communicationencoding - converting the message in symbolic formaffected by the skills, attitudes

6、, and knowledge of the sender, and by the culture of the organizationchannel - medium for conveying the messagedecoding - retranslating symbols into a messageaffected by personal characteristics of the receivernoise - disturbances that interfere with the transmission, receipt, or feedback of a messa

7、gemessage itself and channel can distort communicationsfeedback also subject to same sources of noise11-6The Interpersonal Communication ProcessSenderMessageMediumReceiverEncodingNoiseFeedbackMessageDecoding11-711-8Direction of CommunicationUpwardDownwardLateralProcess Of Interpersonal Communication

8、 (cont.)Methods of Communicating Interpersonallya wide variety of communication methods existchoice of a method should reflect: the needs of the sender the needs of the receiver the attributes of the message the attributes of the channel11-9Evaluating Communication MethodsFeedback - how quickly can

9、the receiver respond to the message?Complexity capacity - can the method effectively process complex messages?Breadth potential - how many different messages can be transmitted using this method?Confidentiality - can communicators be reasonably sure their messages are received only by those intended

10、?Encoding ease - can sender easily and quickly use this channel?Decoding ease - can receiver easily and quickly decode messages?Time-space constraint - do senders and receivers need to communicate at the same time and in the same space?Cost - how much does it cost to use this method?Interpersonal wa

11、rmth - how well does this method convey interpersonal warmth?Formality - does this method have the needed amount of formality?Scanability - does this method allow the message to be easily browsed or scanned for relevant information?Time of consumption - does sender or receiver exercise the most cont

12、rol over whenthe message is dealt with?11-10Comparison of Communication Methods11-11Process Of Interpersonal Communication (cont.)Methods of Communicating Interpersonally (cont.)nonverbal communication - communication without wordstypesbody language - gestures, facial expressions, and other body mov

13、ements that convey meaningverbal intonation - emphasis someone gives to words or phrases that conveys meaningevery oral communication is accompanied by a nonverbal messagenonverbal component usually carries the greatest impact11-12Facial Expressions Convey Emotions11-13Barriers to Effective Interper

14、sonal CommunicationFiltering - the deliberate manipulation of information to make it appear more favorable to the receiverupward communication is condensed by senders to avoid information overload by top-level receiversextent of filtering affected by:the number of vertical levels in the organization

15、culture of the organizationSelective Perception - what people see and hear influenced by their attitudes, background, and experience11-14Perception Challenges: What do you see?14-15Barriers to Effective Interpersonal CommunicationEmotions - interpretation of a message affected by the way the receive

16、r feelsextreme emotions likely to hinder effective communicationInformation Overload - information available exceeds processing capacityfrequent complaint of executives11-16Barriers to Effective Interpersonal CommunicationBarriers to Effective Communication (cont.)Defensiveness - behaviors that resu

17、lt from feeling threatenedhinders effective communicationLanguage - meaning of words differs among people with diverse backgroundsjargon - specialized terminology used by a groupeven those who speak the same language may use it quite differentlyNational Culture - cultural values affect the way peopl

18、e communicateindividualism versus collectivism11-1711-18Communication Barriers and Cultural Context11-19High-vs.Low-Context Cultures11-20Communication Barriers Between Men and WomenMen talk to:Emphasize status, power, and independence.Complain that women talk on and on.Offer solutions.To boast about

19、 their accomplishments.Women talk to:Establish connection and intimacy.Criticize men for not listening.Speak of problems to promote closeness.Express regret and restore balance to a conversation.Overcoming the Barriers Use Feedback - ask a set of questions about a message to determine whether it was

20、 understood as intendedask receivers to restate the message in their own wordsSimplify Language - tailor the language to the audience for whom the message is intendedjargon can facilitate understanding when used in appropriate groupsListen Actively - listen for full meaningrestrain premature judgmen

21、ts or interpretationsenhanced by developing empathy with sender11-21Active Listening BehaviorsParaphraseDont overtalkBe empatheticMake eye contactExhibit affirmativehead nods andappropriatefacial expressionsActiveListeningAvoid distractingactions orgesturesAvoid interruptingthe speakerAsk questions1

22、1-22Process Of Interpersonal Communication (cont.)Overcoming Communication Barriers (cont.)Constrain Emotions - emotions severely cloud and distort the transference of meaningrefrain from communicating until one regains her/his composureWatch Nonverbal Cues - actions should be aligned with wordsnonv

23、erbal message should reinforce verbal message11-23Organizational CommunicationFormal Communicationcommunication that follows the official chain of command or is communication required to do ones jobtakes place within prescribed organizational work arrangementsInformal Communicationnot defined by the

24、 organizations structural hierarchyfulfills two purposespermits employees to satisfy their needs for social interactioncreates alternative, and frequently faster and more efficient, channels of communication11-24Organizational Communication (cont.)Direction of Communication FlowDownward - flows from

25、 a manager to subordinatesused to inform, direct, coordinate, and evaluate employeesUpward - flows from subordinates to managerskeeps managers aware of employees feelings source for ideas on improving operationsamount of upward communication affected by the culture of the organizationtrust and empow

26、erment increase upward flowmechanistic and authoritarian environment decrease upward flow11-25Organizational Communication (cont.)Direction of Communication Flow (cont.)Diagonal - cuts across both work areas and organizational levelsbenefits efficiency and speed facilitates diagonal communication11-

27、26Organizational Communication NetworksOrganizational Communication Networkscombination of vertical and horizontal flows into a variety of patternsTypes of Networkschain - communication flows according to the formal chain of commandwheel - flows between a clearly identifiable and strong leader and o

28、thers in a work group or teamall-channel - flows freely among all members of a work teamno single network is best for all situations11-27Three Common Organizations Communication Networks and How They Rate on Effectiveness Criteria11-28Organizational Communication (cont.)Organizational Communication

29、Networks (cont.)Grapevine - an informal network that is active in almost every organizationimportant source of informationidentifies issues that employees consider important and anxiety producingcan use the grapevine to disseminate important informationgrapevine cannot be abolishedrumors can never b

30、e eliminated entirely11-2911-30Passing The Word1。讓人怕2。讓人愛3。啥都知道4。長舌婦；少說有用，多說無益5。看誰說可信度6。說什么與任務(wù)有關(guān)無關(guān)7。哥們會幫我8。關(guān)系好的標(biāo)志之一是耳語，嚼舌頭有益籠統(tǒng)9。培育安康的組織文化，杜絕小道音訊11-31建議不傳播小道音訊，遠(yuǎn)離長舌婦多做喜鵲，少做烏鴉說好話可以背后說壞音訊一定要當(dāng)面說Understanding Information TechnologyHow Technology Affects Managerial Communicationinformation technology has

31、changed organizational communicationdisseminates more complete information provides more opportunities for collaborationemployees are fully accessibleNetworked Computer Systems - linking computers through compatible hardware and software - instantaneous transmission of written messages11-32Understan

32、ding Information Technology (cont.)Effect of Technology (cont.)Networked Computer Systems - (cont.)instant messaging (IM) - interactive real-time communicationrequires groups to be logged on the computer network at the same timeleaves network open to security breachesIM software is currently incompa

33、tible with important business applications softwarevoic - digitizes a spoken messagetransmits message over the networkstores the message for later retrieval11-33Understanding Information Technology (cont.)Effect of Technology (cont.)Networked Computer Systems (cont.)Fax - allows transmission of docu

34、ments containing both text and graphics over ordinary telephone linesElectronic data interchange (EDI) - permits the exchange of standard business transaction documentsTeleconferencing - permits simultaneous conferral using telephone or group communications softwarevideoconferencing - participants c

35、an see each other 11-34Understanding Information Technology (cont.)Effect of Technology (cont.)Networked Computer Systems (cont.)Intranet - Internet technology that links organizational employeesExtranet - Internet technology that links an organization with customers and suppliersInternet-based voice communication - allows users to talk with each otherWireless Capabilities - depends on signals sent through space without any physical connectionbased on microwave signals, satellites, radio waves, or infrared light rays11-35Understanding Information Te