MBA必修課《管理溝通》英文版課件chapter 1

ContentsinbriefPartIunderstandingthefoundationsofbusinesscommunicationPartIIapplyingthethree-stepwritingprocessPartIIIwritingletters,memos,e-mail,andotherbriefmessagesPartIVpreparingreportsandoralpresentationsPartVwritingemploymentmessagesandinterviewingforjobsPartIunderstandingthefoundationsofbusinesscommunicationChapter1achievingsuccessthrougheffectivebusinesscommunicationChapter2communicatinginteamsandmasteringlistening,nonverbalcommunication,andbusinessetiquetteskillsChapter3communicatinginterculturallyPartIIapplyingthethree-stepwritingprocessChapter4planningbusinessmessageChapter5writingbusinessmessagesChapter6completingbusinessmessagesPartIIIwritingletters,memos,e-mail,andotherbriefmessagesChapter7writingroutinemessagesChapter8writingbad-newsmessagesChapter9writingpersuasivemessagePartIVpreparingreportsandoralpresentationsChapter10planningbusinessreportsandproposalsChapter11writingbusinessreportsandproposalsChapter12completingformalbusinessreportsandproposalsChapter13planning,writing,andcompletingoralpresentationsPartVwritingemploymentmessagesandinterviewingforjobsChapter14writingresumesandapplicationlettersChapter15interviewingforemploymentandfollowingupChapter1achievingsuccessthrougheffectivebusinesscommunicationLearningobjectives:(1)Explainwhateffectivecommunicationisandhighlightfivecharacteristicsofeffectivebusinessmessages(2)Discussthreedevelopmentsintheworkplacethatareintensifyingtheneedtocommunicateeffectively(3)Describehoworganizationsshareinformationinternallyandexternally(4)Listeightwaystheinternetfacilitatesbusinesscommunication(5)Definethesixphasesofthecommunicationprocess(6)Identifyandbrieflydiscussfivetypesofcommunicationbarriers(7)Discussfourguidelinesforovercomingcommunicationbarriers(8)Explaintheattributesofethicalcommunication,anddifferentiatebetweenanethicaldilemmaandethicallapseCommunication,business,andyouCommunicationistheprocessofsendingandreceivingmessages.Communicationiseffectiveonlywhenthemessageisunderstoodandwhenitstimulatesactionorencouragesareceivertothinkinnewways.Onlythrougheffectivecommunicationcanyouanticipateproblems,makedecisions,coordinateworkflow,superviseothers,developrelationships,andpromoteproductsandservices.CharacteristicsofeffectivebusinessmessagesProvidepracticalinformation:GivefactsratherthanimpressionsClarifyandcondenseinformationStatepreciseresponsibilitiesPersuadeothersandofferrecommendationsCommunicationchallengesinToday’sworkplaceTheuseoftechnologyshowcasesyourcommunicationskillsandintensifiestheneedtocommunicateeffectively.Theincreasesininternationalbusinessdealingsandinthediversityoftheworkplacecreatecommunicationchallenges.Today’semployeesmustcommunicatewithpeoplewhospeakEnglishasasecondlanguage.Whenworkinginteams,youshouldbeabletoclarify,confirm,givefeedback,exploreideas,andcreditothers.CommunicationinorganizationalsettingsTosucceed,organizationsmustshareinformationwithpeoplebothinsideandoutsidethecompany.Internalcommunicationreferstotheexchangeofinformationandideasinanorganization.Internationalcommunicationhelpsemployeesdotheirjobs,developaclearsenseoftheorganization’’smission,andidentifyandreactquicklytopotentialproblems.CommunicationinorganizationalsettingsTheformalflowofinformationfollowstheofficialchainofcommand.Downwardflow:organizationaldecisionsareusuallymadeatthetopandthenflowdowntothepeoplewhowillcarrythemout.Upwardflow:executivesdependonlower-levelemployeestofurnishthemwithaccurate,timelyreportsonproblems,emergingtrends,opportunitiesforimprovement,grievances,andperformances.CommunicationinorganizationalsettingsHorizontalflowhelpsemployeesshareinformationandcoordinatetasks,anditisespeciallyusefulforsolvingcomplexanddifficultproblems.Theinformalcommunicationnetworkcarriesinformationalongtheorganization’sunofficiallinesofactivityandpower.Thegrapevineisanimportantsourceofinformationinmostorganizations.CommunicatingexternallyTheexternalcommunicationnetworklinkstheorganizationwiththeoutsideworldofcustomers,suppliers,competitors,andinvestors.Messagessuchasstatementstothepress,letterstoinvestors,advertisements,priceincreaseannouncements,andlitigationupdatesrequirespecialcarebecauseoftheirdelicatenature.Tominimizetheimpactofanycrisis,expertcommunicatorsadvisemanagerstocommunicatehonestly,openly,andoften.CommunicatingexternallyInthecourseofyourdailyactivities,youunconsciouslyabsorbbitsandpiecesofinformationthataddtothecollectiveknowledgeofyourcompany.Outsidersmayformanimpressionofyourorganizationonthebasisofthesubtle,unconsciouscluesyoutransmitthroughyourtoneofvoice,facialexpression,andgeneralappearance.CommunicatingexternallyPlentyofhigh-levelmanagersrecognizethevalueofkeepingintouchwith““therealworld””bycreatingopportunitiestotalkwithandgetfeedbackfromcustomersandfrontlineemployees.CommunicatingthroughtheinternetTheinternetischangingthewaycustomers,suppliers,companies,andotherstakeholdersinteract.Companyusetheinternetto:Sharetext,photos,slides,videos,andotherdatawithintheorganizationPermitemployeestotelecommute,orworkawayfromaconventionaloffice,whetherathome,ontheroad,oracrossthecountryRecruitemployeescost-effectivelyCommunicatingthroughtheinternet(4)Locateinformationfromexternalsources(5)Findnewbusinesspartnersandattractnewcustomers(6)Locateandbuypartsandmaterialsfromdomesticandinternationalsuppliers(7)Promoteandsellgoodsandservicestocustomersinanylocation(8)Providecustomerswithservice,technicalsupport,andproductinformation.Communicatingthroughtheinternet(9)Collaboratewithlocal,national,andinternationalbusinesspartners(10)Informinvestors,industryanalysts,andgovernmentregulatorsaboutbusinessdevelopmentsHowtheinternetfacilitatescommunicationTheinternetincreasestheconvenience,speed,andreachofbusinesscommunication.Theinternetoffersbusinessesawidevarietyofchoicesforonlinecommunication,likee-mail,discussionmailinglists,newsgroups,instantmessagingandchat,videoconferencing,telnet,internettelephony,filetransfers.Thecommunicationprocesscommunicationisadynamic,transactional(two-way)processthatcanbebrokenintosixphases:Thesenderhasanidea.Thesenderencodestheidea.Youdecideonthemessage’’sform(word,facialexpression,gesture),length,organization,tone,andstyle-allofwhichdependonyouridea,youraudience,andyourpersonalstyleandmood.Thecommunicationprocess(3)Thesendertransmitsthemessage.Youselectacommunicationchannel(spokenorwritten)andamedium(telephone,letter,memo,e-mail,reportface-to-faceexchange).(4)Thereceivergetsthemessage.(5)Thereceiverdecodesthemessage.(6)Thereceiversendsfeedback.Theactualprocessofcommunicationismuchmorecomplicatedthanthemodel.CommunicationbarriersCommunicationbarriersblockthecommunicationprocess.Communicationbarriersincludeperceptualandlanguagedifferences,restrictiveenvironments,distractions,deceptivecommunicationtactics,andinformationoverload.perceptualandlanguagedifferencesPerceptionispeople’’sindividualinterpretationofthesensoryworldaroundthem.Evenwhentwopeoplehaveexperiencedthesameevent,theirmentalimagesofthateventwillnotbeidentical.Themoreexperiencesyousharewithanotherperson,themorelikelyyouaretoshareperceptionandthussharemeaning.RestrictiveenvironmentsThecommunicationclimatesufferswheninformationisdistorted,fragmented,orblockedbyanauthoritarianstyleofmanagement.DeceptivetacticsDeceptivecommunicatorsmayexaggeratebenefits,quoteinaccuratestatistics,orhidenegativeinformationbehindandoptimisticattitude.Unscrupulouscommunicatorsmayseekpersonalgainbymakingotherslookbetterorworsethantheyare.Usingdeceptivetacticstomanipulatereceiversblockscommunicationandultimatelyleadstofailure.distractionsBusinessmessagescanbeinterruptedbyuncountabletypesofdistractions,includingphysicaldistractions,emotionaldistractions,informationoverloadandround-the-clockaccessibility.Physicaldistractions:badconnections,pooracoustics,illegiblecopy,uncomfortablechair,poorlighting,healthproblems,orsomeotherirritatingcondition.distractionsEmotionaldistractions.Whenyouareupset,hostile,orfearful,youhaveahardtimeshapingamessageobjectively.Ifyourreceiversareemotional,theymayignoreordistortyourmessage.Informationoverload.Thesheernumberofmessagescanbedistracting,makingitdifficulttodiscriminatebetweenusefulanduselessinformation.Round-the-clockaccessibility.Technology’sdemandforinstantanswersmeansthatprofessionalsfindthemselvesconstantlytiedtowork.GuidelinesforovercomingcommunicationbarriersAdoptinganaudience-centeredapproachFosteringanopencommunicationclimateCommittingtoethicalcommunicationCreatingefficientmessagesAdoptanaudience-centeredapproachFocusingonandcarryingaboutyouraudience——makingeveryefforttogetyourmessageacrossinawaythatismeaningfultoreceivers.Youneedtolearnasmuchaspossibleaboutthebiases,education,age,status,andstyleofyouraudiencetocreateaneffectivemessage.Youshouldtrytoprojectyourselfintoyouraudience’spositionbyusingyourcommonsenseandimagination.FosteranopencommunicationclimateTheorganization’’scommunicationclimateaffectsthequantityandqualityoftheinformationexchanged.Theorganizationshouldencouragecandorandhonesty,andemployeesfeelfreetoconfessmistakes,disagreewiththeboss,andexpresstheiropinions.Modifythenumberoforganizationallevels:flatterorganizationsenablemanagerstoshareinformationwithcolleaguesandemployeesandtoincludeemployeesindecisionmaking,goalsetting,andproblemsetting.FosteranopencommunicationclimateFacilitatefeedback:Focusonparticularbehaviors.Feedbackshouldbespecificratherthangeneral.Keepfeedbackimpersonal.Nomatterhowupsetyouare,keepfeedbackjobrelatedandnevercriticizesomeonepersonally.Use““I””statements.Insteadofsaying,““youareabsentfromworktoooften,”say,““Ifeelannoyedwhenyoumissworksofrequently.”Fosteranopencommunicationclimate(4)Keepfeedbackgoaloriented.Ifyouhavetosaysomethingnegative,makesureit’’sdirectedtotherecipient'sgoals.(5)Makefeedbackwell-timed.Feedbackismostmeaningfulwhenthereisashortintervalbetweentherecipient'sbehaviorandfeedbackaboutthebehavior.(6)Ensureunderstanding.(7)Directnegativefeedbacktowardbehaviorthatiscontrollablebytherecipient.Littlevalueisgainedbyremindingapersonofsomeshortcomingoverwhichheoeshehasnocontrol.CommittoethicalcommunicationEthicalcommunicationincludesallrelevantinformation,istrueineverysense,andisnotdeceptiveinanyway.Someexamplesofunethicalcommunicationinclude:Plagiarism:stealingsomeoneelse’swordsorworkandclaimingitasyours.Selectivemisquoting:deliberatelyomittingdamagingorunflatteringcommentstopaintabetter(butuntruthful)pictureofyouoryourcompany.Misrepresentingnumbers:increasingordecreasingnumbers,exaggerating,alteringstatistics,oromittingnumericaldata.Distortingvisuals:makingaproductlookbiggerorchangingthescaleofgraphsandchartstoexaggerateorconcealdifferences.Committoethica