旅游管理專業(yè)英語（第二版） 段開成課件 lesson 07

LessonSevenInterpersonalCommunication

Communicationisoneofthemostfundamentalcomponentsofthemanager’sjob.Managersspendmostoftheirtimecommunicatingwithothers.Theyknowcommunicationcompetencyisafundamentalaspectofjobperformanceandmanagerialeffectiveness.

Itisthetransmissionofinformationandmeaningfromonepartytoanotherthroughtheuseofsharedsymbols.CommunicationModel

Wecanfindoutthatthesender’sintendedmessagedoesnotalways“getacross”tothereceiver.Becauseerrorscanoccurinallstagesofthecommunicationprocess.Ofcourse,receiverscanmisinterpretthemessage.Decodingproblemsarisewhenthereceiverdoesn’tlistencarefullyorreadstooquicklyandoverlooksakeypoint.Differentkindofcommunication:1.One-waycommunication2.Two-waycommunication

One-waycommunicationismuchmorecommonbecauseitisfasterandeasierforthesender.Receiversrespondtosenders

Two-waycommunicationismoredifficultandtime-consumingthanone-waycommunication.Butitismoreaccurate;fewermistakesoccurandfewerproblemsarise.ChannelsCommunicationscanbesentthroughavarietyofchannels,includingoral,written,andelectronic.Themoreinformationorcuesamediumsendstothereceiver,the“richer”themediumis.Therichestmediaaremorepersonalthantechnological,providequickfeedback,allowlotsofdescriptivelanguage,andsenddifferenttypesofcues.Face-to-facecommunicationistherichestmediumbecauseitoffersavarietyofcues

inadditiontowords.Inaddition,itaffordsmoreopportunityforthereceivertogivefeedbacktoandaskquestionsofthesender,turningone-wayintotwo-waycommunication.Communicators(senders)canimprovetheirskillsinmakingpersuasivepresentations,writing,languageuse,andsendingnonverbalmessages.Asaleader,someofthetoughestchallengeswillarisewhenpeopledonotwanttodowhathastobedone.Knowingafewfundamentalprinciplesofpersuasionwillhelpyouconvinceotherstoadoptyourviewpoint.focusonthesenderandthereceiveroraudience.

1)Thesendermusthavecredibility.2)Questionsaboutthemessageconcernwhethertoincludeopposingargumentsandtheorderinwhichtopresentthearguments.3)Theanswerstothesequestionsdependonthecharacteristicsoftheaudience.Writing

Infact,itcanbeapowerfulaidtothinking.Effectivewritingrequirescorrectspelling,punctuation,andgrammar;clear,logicalthinking.peoplefromdifferentfunctionalareasordisciplinescommunicatewithoneanother,misunderstandingsoftenoccur.Becauseof“l(fā)anguage”barriersSowhenintendtoconveyanegativemessage,youshouldgivenonverbalsignalsthatexpresswarmth,respect,concern,afeelingofequality,andawillingnesstolisten.Forexample:1)Usetimeappropriately.Avoidkeepingyouremployeeswaitingtoseeyou.2)Makeyourofficearrangementconducivetoopencommunication.3)Rememberyourbodylanguage.Researchindicatesthatfacialexpressionandtoneofvoiceaccountfor90percentofthecommunicationbetweentwopeople.Severalnonverbalbodysignals

conveyapositiveattitudetowardtheotherperson.Onceyoubecomeeffectiveatsendingoral,written,andnonverbalmessages,youarehalfwayhometowardbecomingacompletecommunicator.However,youmustalsodevelopadequatereceivingcapabilities.

Receiversneedgoodlistening,reading,andobservationalskills.Abasictechniquecalledreflection

willhelpamanagerlisteneffectively.Readmemosassoonaspossible,beforeit’stoolatetorespond.Effectivecommunicatorsarealsocapableofobservingandinterpretingnonverbalcommunications.Beingaskilledcommunicatorisessentialtobeingagoodmanagerandteamleader.Butcommunicationmustalsobemanagedthroughouttheorganization.Informationflowgenerallyoccursinthreedirections:downward,upward,andhorizontal.Downward

communicationreferstotheflowofinformationfromhighertolowerlevelsintheorganization’shierarchy.Fivetypesofinformationaresentdownwardthroughformalchannels.Upwardcommunicationtravelsfromlowertohigherranksinthehierarchy.Itisimportantforseveralreasons.

Horizontalcommunicationcantakeplaceamongemployeesinthesameworkgroup.It

hasseveralimportantfunctions.e.g.,ateamofassemblylineworkersOrganizationalcommunicationsFormalcommunications

areofficial,organization-sanctionedepisodesofinformationtransmission.Informalcommunication

ismoreunofficial.differinformalityHowcanmanagersimproveorganizationalcommunication?DirectionalflowandformalandinformalcommunicationarekeyplacestolooktorevealandsolvecommunicationproblemsIdentifyingthethreedirectionsoforganizationalcommunication,it

highlightstheneedtoensureeffectivecommunicationinalldirections.Fordownwardcommunication,themanagershouldrememberseveralthings:1).Givesubordinatesenoughimportantinformation.2).Onlycertainkindsofinformationneedtobecommunicateddownward.

Managerscanimprovedownwardcommunicationthrough:

rmationmustbecommunicatedaccuratelyandefficiently.Theinformationshouldbeclear,consistent,andtimely.Linesofcommunicationshouldbeasdirect,short,andpersonalaspossible.Generatingusefulinformationfromtheranksmeansdoingtwothings.1.managersshouldfacilitate

upwardcommunication.2.managerneedstoworkwiththegrapevine.Thegrapevinecanbemanagedinseveralways.Managersmustalsomotivateemployeestoprovidevalidinformation.Usefulupwardcommunicationmustbereinforcedandnotpunished.Informationmustbeshared,particularlyincomplexenvironments,inwhichdecisionsinonedepartmentaffectanother.Therearenumeroustechniquesforenhancinghorizontalcommunicationandintegration:directcontactamongmanagers,integrativeroles,taskforces,projectteams,andsoforth.

Improvingpersonalskillsandorganizationalcommunicationwriting,speaking,listening,facilitatingandreinforcingupwardcommunication,andsoontypicallyareappliedtoimprovingformalcommunication.Andalsohelpimproveinformalcommunication.CommunicationCommunication,transferofinformation,suchasthoughtsandmessagesbyspeech,signals,writing,orbehavior.contrastedwithtransportation,thetransferofgoodsandpersonsCommunicativecompetence

Itconsistsoffourcomponents:1)grammaticalcompetence:wordsandrules2)sociolinguisticcompetence:appropriateness3)discoursecompetence:cohesionandcoherence4)strategiccompetence:appropriateuseofcommunicationstrategiesn.結合,凝聚,[物理]內聚力n.一致communicationprocess.Intheencodingstage,wordscanbemisused,decimalpointstypedinthewrongplaces,factsleftout,orambiguousphrasesinserted.Inthetransmissionstate,amemogetslostonacluttereddesk,thewordsonanoverheatedtransparencyaretoosmalltoreadfromthebackoftheconferenceroom,orwordsarespokenwithinappropriateinflections.one-waycommunicationinformationflowsinonlyonedirectionfromthesendertothereceiver,withnofeedbackloop.

two-waycommunicationIrmationissharedbetweenbothpartiesratherthandeliveredfromonepersontotheother.varietyofcuestoneofvoice,facialexpression,bodylanguage,andothernonverbalsignals.nonverbalbodysignalsassumingapositionclosetothepersongesturingfrequentlymaintainingeyecontactsmilinghavinganopenbodyorientationuncrossedarmsandlegsaforwardleantoconveyinterestinwhatthepersonissaying.suchasfacingtheotherpersondirectlyReflectionItisaprocesswherebyapersonattemptstorepeatandclarifywhatheorshebelievestheotherpersonissaying.Instructionsaboutwhatsubordinatesareexpectedtodoandhowtheyaretodoit;rationalefor,orexplanationof,thejob’spurposeanditsrelationshipstootherjobsandtheorganization’soverallpurpose;organization’sgoalsandideologytoinspireasenseofmission,motivation,andmorale;company’spoliciesandproceduresfeedbacktosubordinatesabouttheirjobperformance.

typesreasons1.managerslearnwhat’sgoingon.2.employeesgainfromtheopportunitytocommunicateupward.3.effectiveupwardcommunicationfacilitatesdownwardcommunication,asgoodlisteningbecomesatwo-waystreet.gainsamoreaccuratepictureofsubordinates’work,accomplishments,problems,plans,andattitudes,subordinates’ideas.functions1.itallowssharingofinformation,coordination,andproblemsolvingamongdepartments.2.ithelpssolveconflicts.3.byallowinginteractionamongpeers,itprovidessocialandemotionalsupporttoemployees.FormalcommunicationsTheycanmoveupward,downward,orhorizontallyandofteninvolvepaperwork,areprearranged,andarenecessaryforperformingsometask.InformalcommunicationGossipandrumorsrunwildonthecorporategrapevine;employeescomplainabo