溝通與人際關(guān)系技巧PPT課件講義

?2022/11/24Chapter121CommunicationandInterpersonalSkill

溝通與人際關(guān)系技巧?2022/11/24Chapter122LearningOutcomes

學(xué)習(xí)目標(biāo)Learnwhycommunicationisimportanttomanagers

學(xué)習(xí)溝通對(duì)管理者的重要性Describethecommunicationprocess描述溝通過程Learntoovercomecommunicationbarriers學(xué)習(xí)克服溝通障礙的技術(shù)Identifyactivelisteningtechniques確認(rèn)主動(dòng)傾聽的技巧Learnhowtogiveeffectivefeedback學(xué)習(xí)如何給人有效的回饋?2022/11/24Chapter123LearningOutcomes

學(xué)習(xí)目標(biāo)Describecontingencyfactorsthataffectdelegation描述影響授權(quán)的情境因素Learnhowtodelegate學(xué)習(xí)如何授權(quán)Learnhowtoanalyzeandresolveconflict學(xué)習(xí)如何分析沖突與解決沖突Explainwhymanagersstimulateconflict解釋為什么管理者想挑起沖突Comparedistributiveandintegrativebargaining比較分配式和整合式談判之異同?2022/11/24Chapter124TheCommunicationProcess

溝通程序Sender發(fā)送者Encoding編碼Receiver接收者Decoding解碼Channel通路Feedback回饋Message訊息Message訊息Noise

雜音?2022/11/24Chapter125CommunicationIssues溝通議題WrittenCommunication書面溝通

VerbalCommunication口語溝通

TheGrapevine葡萄藤

NonverbalCues非口言暗示

ElectronicMedia電子媒體?2022/11/24Chapter126Filtering過濾Emotions情緒SelectivePerception選擇性知覺InformationOverload信息負(fù)荷過重Apprehension恐慌Language語言CommunicationBarriers溝通障礙?2022/11/24Chapter127Overcoming

CommunicationBarriers

克服溝通障礙Constrainemotions

抑制情感Watchnonverbalcues

注意非口語暗示Usefeedback

使用回饋Simplifylanguage

簡化用語Listenactively

積極聆聽?2022/11/24Chapter128Contemporary

CommunicationIssues當(dāng)代溝通議題CommunicationbetweenMenandWomen兩性之間的溝通CommunicationintheGlobalVillage地球村中的溝通?2022/11/24Chapter129ActiveListeningSkills主動(dòng)傾聽的技巧Acceptance接受Responsibility責(zé)任Intensity密集Empathy同理心?2022/11/24Chapter1210EffectiveFeedback有效的回饋ProvideTimelyFeedback提供及時(shí)回饋KeepFeedbackImpersonal使回饋不針對(duì)人FocusonWhattheReceiverCanControl針對(duì)接收者能控制的部分FocusonSpecificBehaviors專注在特定行為StayGoal-Oriented使回饋與目標(biāo)鏈接EnsureUnderstanding確保了解?2022/11/24Chapter1211DelegationContingencyFactors

授權(quán)的情境因素Sizeoftheorganization組織的大小Importanceofthedutyordecision責(zé)任或決定的重要性Complexityofthetask任務(wù)復(fù)雜度Cultureoftheorganization組織文化Qualitiesofemployees員工素質(zhì)?2022/11/24Chapter1212DelegatingEffectively

有效授權(quán)Clarifytheassignment

澄清所指派任務(wù)Specifytherangeofdiscretion

規(guī)定裁決權(quán)的范圍Encourageparticipation

鼓勵(lì)參與Informothers

通知其他人Establishfeedbackchannels

建立回饋管道?2022/11/24Chapter1213ThreeViewsofConflict對(duì)沖突的三種看法Traditional傳統(tǒng)觀點(diǎn)HumanRelations人群關(guān)系觀點(diǎn)Interactionist互動(dòng)派觀點(diǎn)?2022/11/24Chapter1214ConflictandUnitPerformance

沖突與組織績效UnitPerformanceHighLowLevelofConflictHighABCSituationABCConflictLevelConflictTypeInternalCharacteristicsOutcomesLowornoneOptimalHighDysfunctionalFunctionalDysfunctionalApathetic,stagnantViable,innovativeDisruptive,chaoticLowHighLow?2022/11/24Chapter1215ConflictManagement沖突管理Avoidance規(guī)避Accommodation和息Forcing強(qiáng)逼Compromise妥協(xié)Collaboration合作?2022/11/24Chapter1216SourcesofConflict沖突的來源CommunicationDifferences溝通差異StructuralDifferences結(jié)構(gòu)差異PersonalDifferences人格差異?2022/11/24Chapter1217WhentoStimulateConflict

何時(shí)挑起沖突Areyousurroundedby“yes”people?

你是否被唯唯諾諾的人包圍?Areemployeesafraidtoadmitignorance?

員工是否害怕承認(rèn)無知?Dodecisionmakerssacrificevaluesforcompromise?

決策者是否求妥協(xié)而犧牲價(jià)值觀?Domanagersmaintainan“impression”ofcooperation?

管理者是否在維持合作的“印象”?Aremanagersoverlyconcernedaboutthefeelingsofothers?

管理者是否過度在意別人的感受??2022/11/24Chapter1218WhentoStimulateConflict

何時(shí)挑起沖突Ispopularitymoreimportantthanperformance?

受人歡迎是否比績效更重要?Domanagerscravedecision-makingconsensus?

管理者不敢獨(dú)排眾議?Aremanagersresistanttochange?

管理者是否抗拒變革?Istherealackofnewideas?

缺少新看法?Isturnoverunusuallylow?

離職率是否過低??2022/11/24Chapter1219StimulatingConflict挑起沖突Legitimizeconflict

使沖突合法化Usecommunication

善用溝通Bringinoutsiders

帶進(jìn)局外人Usestructuralvariables

使用結(jié)構(gòu)上的變量Appointa“devil’sadvocate”

指派一位“故意唱反調(diào)的人”?2022/11/24Chapter1220AvailableResources

可用資源

PrimaryMotivations

主要激勵(lì)

PrimaryInterests

主要興趣

FocusofRelationships

關(guān)系的焦點(diǎn)FixedAmount

固定數(shù)量

IWin,YouLose

我贏就是你輸

Opposed

對(duì)抗

Short-Term

短期VariableAmount

可變動(dòng)數(shù)量

IWin,YouWin

雙贏局面

Congruent

一致

Long-Term

長期IntegrativeBargaining整合式協(xié)議DistributiveBargaining分配式協(xié)議BargainingCharacteristics協(xié)議的特征TheTwoTypesof

NegotiatingStrategies

兩種類型的談判策略?2022/11/24Chapter1221TheBargainingZone

談判領(lǐng)域PartyA’sAspirationRange甲方的期望范圍SettlementRange和解范圍PartyB’sAspirationRange乙方的期望范圍PartyA’sTargetPoint甲方目標(biāo)點(diǎn)PartyB’sResistancePoint乙方抗拒點(diǎn)PartyA’sResistancePoint甲方抗拒點(diǎn)PartyB’sTargetPoint乙方目標(biāo)點(diǎn)?2022/11/24Chapter1222DevelopingNegotiationSkills

發(fā)展有效談判技巧Researchyouropponent研究你的對(duì)手Begininapositiveway以積極姿態(tài)開始Addressproblems,notpeople針對(duì)問題,不針對(duì)人Ignoreinitialoffers對(duì)最初所提的條件不動(dòng)心Seekwin-winsolutions強(qiáng)調(diào)雙贏情況Considerthird-partyass