意義的傳遞與理解

Chapter12CommunicationandInterpersonalSkillsPowerPointPresentationbyCharlieCookCopyright?2004PrenticeHall,Inc.

Allrightsreserved.CaseSupposethatyouworkinaseven-elevenshopfrom11pmto7am.Onenight,arobberbreaksinwithagunandasksyoutoopenthesafe.Youdon’thavethekeyofthesafe.Whatwouldyousayatthatmoment?Ican’tdoit.Iamunabletodoit.2Copyright?2004PrenticeHall,Inc.Allrightsreserved.*LEARNINGOUTCOMES

Afterreadingthischapter,Iwillbeableto:Definecommunicationandexplainwhyitisimportanttomanagers.Describethecommunicationprocess.Listtechniquesforovercomingcommunicationbarriers.Describethewiredandwirelesstechnologiesaffectingorganizationalcommunications.Identifybehaviorsrelatedtoeffectiveactivelistening.3Copyright?2004PrenticeHall,Inc.Allrightsreserved.*LEARNINGOUTCOMES(cont’d)

Afterreadingthischapter,Iwillbeableto:Explainwhatbehaviorsarenecessaryforprovidingeffectivefeedback.4Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingManagerialCommunicationWhatisCommunication?Thetransferandunderstandingofmeaning意義的傳遞與理解everythingthatamanagerdoesinvolvescommunicationeffectivecommunicationdoesnotequalagreement?PrenticeHall,200211-55Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingManagerialCommunicationinterpersonalcommunication

-occursbetweenpeopleorganizationalcommunication

-allthepatterns,networks,andsystemsofcommunicationinanorganization

組織中溝通的各種方式、網(wǎng)絡(luò)和系統(tǒng)?PrenticeHall,200211-66Copyright?2004PrenticeHall,Inc.Allrightsreserved.*游戲1對(duì)指示的反應(yīng)7Copyright?2004PrenticeHall,Inc.Allrightsreserved.*象限一

I象限二_______________象限三鼓小孩性別小狗8Copyright?2004PrenticeHall,Inc.Allrightsreserved.*TheCommunicationProcessCommunicationprocessThetransferringandunderstandingofmeaning編碼解碼媒介反饋9Copyright?2004PrenticeHall,Inc.Allrightsreserved.*OrganizationalCommunicationFormalCommunicationcommunicationrequiredtodoone’sjobtakesplacewithinprescribedworkarrangementsInformalCommunicationnotdefinedbytheorganization’sstructuralhierarchygrapevine?PrenticeHall,200211-1010Copyright?2004PrenticeHall,Inc.Allrightsreserved.*OrganizationalCommunicationNetworksGrapevine

小道消息-aninformalnetworkthatisactiveinalmosteveryorganizationimportantsourceofinformationcanbeusedtodisseminateimportantinformationgrapevinecannotbeabolishedrumorscanneverbeeliminatedentirely11-1111Copyright?2004PrenticeHall,Inc.Allrightsreserved.*ProcessOfInterpersonalCommunicationMethodsofCommunicatingInterpersonallyawidevarietyofcommunicationmethodsexistWrittenVerbalNonverbalBodylanguageVerbalintonation?PrenticeHall,200211-1212Copyright?2004PrenticeHall,Inc.Allrightsreserved.*WrittenVersusVerbalCommunicationsWrittenTangibleVerifiableMorepermanentMorepreciseMorecareistakenwiththewrittenwordVerbalConsumeslesstimeKnownreceiptQuickerresponseQuickerfeedbackLesssecure13Copyright?2004PrenticeHall,Inc.Allrightsreserved.*NonverbalCommunicationsBodylanguageNonverbalcommunicationcuessuchasfacialexpressions,gestures,andotherbodymovementsVerbalintonation語(yǔ)調(diào)Anemphasisgiventowordorphrasesthatconveysmeaning14Copyright?2004PrenticeHall,Inc.Allrightsreserved.*NonverbalCommunications55%Bodylanguage7%38%Verbalintonationword15Copyright?2004PrenticeHall,Inc.Allrightsreserved.*FacialExpressionsConveyEmotions?PrenticeHall,200211-1616Copyright?2004PrenticeHall,Inc.Allrightsreserved.*CommunicationBarriersFiltering過(guò)濾Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.故意操縱信息使之更易得到接受17Copyright?2004PrenticeHall,Inc.Allrightsreserved.*18Copyright?2004PrenticeHall,Inc.Allrightsreserved.*CommunicationBarriersSelectiveperception選擇性知覺Selectivehearingcommunicationsbasedonone’sneeds,motivations,experience,orotherpersonalcharacteristics.根據(jù)自己的興趣，動(dòng)機(jī)，經(jīng)驗(yàn)等理解信息19Copyright?2004PrenticeHall,Inc.Allrightsreserved.*Whathaveyouseeninthepicture?20Copyright?2004PrenticeHall,Inc.Allrightsreserved.*Whathaveyouseeninthepicture?21Copyright?2004PrenticeHall,Inc.Allrightsreserved.*CommunicationBarriersInformationoverload信息超載TheresultofinformationexceedingprocessingcapacityEmotions情緒interpretationofamessageaffectedbythewaythereceiverfeelsJargon行話TechnicallanguagethatisnotunderstoodbyoutsidersNationalculture民族文化Communicationdifferencesthatarisefromthedifferentlanguagesandnationalcultures22Copyright?2004PrenticeHall,Inc.Allrightsreserved.*一個(gè)美國(guó)主管與中國(guó)下屬的溝通美國(guó)人:“你認(rèn)為要多久才能完成這個(gè)報(bào)告?中國(guó)人:“不知道,你認(rèn)為要多久?”美國(guó)人:“你自己應(yīng)該清楚要多久?”

中國(guó)人:“10天。”美國(guó)人:“那么15天.怎么樣?15天內(nèi)完成?”23Copyright?2004PrenticeHall,Inc.Allrightsreserved.*一個(gè)美國(guó)主管與中國(guó)下屬的溝通美國(guó)人:“你認(rèn)為要多久才能完成這個(gè)報(bào)告?美國(guó)人:我請(qǐng)他參與。中國(guó)人:他的行為毫無(wú)意義！他是老板，為什么不直接告訴我。中國(guó)人:“不知道,你認(rèn)為要多久?”美國(guó)人:他拒絕承擔(dān)責(zé)任。中國(guó)人:我請(qǐng)他指示。

24Copyright?2004PrenticeHall,Inc.Allrightsreserved.*一個(gè)美國(guó)主管與中國(guó)下屬的溝通美國(guó)人:“你自己應(yīng)該清楚要多久?”美國(guó)人:我逼迫他對(duì)自己的行動(dòng)承擔(dān)責(zé)任。中國(guó)人:真是胡說(shuō)。我最好給他一個(gè)滿意的回答。

中國(guó)人:“10天?！泵绹?guó)人:他缺乏估計(jì)時(shí)間的能力；這個(gè)時(shí)間完全不準(zhǔn)確。美國(guó)人:“那么15天.怎么樣?15天內(nèi)完成?”美國(guó)人:我提出了一個(gè)約定。中國(guó)人:這就是他給我的命令，15天。25Copyright?2004PrenticeHall,Inc.Allrightsreserved.*一個(gè)美國(guó)主管與中國(guó)下屬的溝通

而實(shí)際上需要30天才能完成這個(gè)報(bào)告.所以,這個(gè)中國(guó)人夜以繼日地工作.但15天過(guò)去了,他還需要一天的時(shí)間才能完成.

美國(guó)人:“報(bào)告呢?”美國(guó)人:我想確認(rèn)他完成了約定的事。中國(guó)人:“明天可以做完。.”中國(guó)人:他在要報(bào)告呢。(雙方都確認(rèn)了報(bào)告沒有完成。)26Copyright?2004PrenticeHall,Inc.Allrightsreserved.*一個(gè)美國(guó)主管與中國(guó)下屬的溝通美國(guó)人:“但我們不是講好今天搞完的嗎?”美國(guó)人:我一定要教他完成約定的事。中國(guó)人:這個(gè)愚蠢無(wú)能的老板!他不僅亂下命令,還無(wú)視我用16天干了30天的工作。中國(guó)人:我不能替這樣的人工作。中國(guó)人辭職了。美國(guó)人很吃驚。

27Copyright?2004PrenticeHall,Inc.Allrightsreserved.*討論

那位美國(guó)經(jīng)理與中國(guó)下屬之間的誤解是怎樣產(chǎn)生的？28Copyright?2004PrenticeHall,Inc.Allrightsreserved.*OvercomingtheBarriersUseFeedback

-askasetofquestionsaboutamessagetodeterminewhetheritwasunderstoodasintendedSimplifyLanguage

-tailorthelanguagetotheaudienceListenActively

-listenforfullmeaningenhancedbydevelopingempathywithsender?PrenticeHall,200211-2929Copyright?2004PrenticeHall,Inc.Allrightsreserved.*NonverbalCommunications55%Bodylanguage7%38%Verbalintonationword30Copyright?2004PrenticeHall,Inc.Allrightsreserved.*聽用口去聽用耳朵聽；用眼睛看用心聆聽聽31Copyright?2004PrenticeHall,Inc.Allrightsreserved.*游戲2聆聽練習(xí)32Copyright?2004PrenticeHall,Inc.Allrightsreserved.*ActiveListeningBehaviorsParaphraseDon’tovertalkBeempatheticMakeeyecontactExhibitaffirmativeheadnodsandappropriatefacialexpressionsActiveListeningAvoiddistractingactionsorgesturesAvoidinterruptingthespeakerAskquestions?PrenticeHall,200211-3333Copyright?2004PrenticeHall,Inc.Allrightsreserved.*一只小豬、一只綿羊和一頭乳牛，被關(guān)在同一個(gè)畜欄里。有一次，牧人捉住小豬，小豬大聲號(hào)叫，猛烈地抗拒。綿羊和乳牛討厭小豬的號(hào)叫，便說(shuō)：「他常常捉我們，我們并不大呼小叫?！剐∝i聽了回答道：「捉你們和捉我完全是兩回事，他捉你們，只是要你們的毛和乳汁，但是捉住我，卻是要我的命呢!」

對(duì)別人的失意、挫折、傷痛，應(yīng)有關(guān)懷、了解的心情。故事34Copyright?2004PrenticeHall,Inc.Allrightsreserved.*如何回應(yīng)？

聽到以下的話，你會(huì)如何回應(yīng)？“我真受夠了我的老板，他總是批評(píng)我做的每一件事”35Copyright?2004PrenticeHall,Inc.Allrightsreserved.*

真受夠了我的老板，他總是批評(píng)我做的每一件我事。你太不幸了。我的老板也這樣。你應(yīng)該跟他談?wù)?。沒那么糟糕吧，不會(huì)有問(wèn)題的。傳統(tǒng)式的回應(yīng)回答36Copyright?2004PrenticeHall,Inc.Allrightsreserved.*

以同理心感受對(duì)方的情緒并表達(dá)出來(lái)。1．重述字句2．重整內(nèi)容3．反應(yīng)感受同理心的溝通法則1句型:因?yàn)槟恪愀械健?37Copyright?2004PrenticeHall,Inc.Allrightsreserved.*真受夠了我的老板，他總是批評(píng)我做的每一件我事。你的老板總是批評(píng)你，讓你感到很沮喪，是嗎？同理心溝通回應(yīng)38Copyright?2004PrenticeHall,Inc.Allrightsreserved.*由衷地傾聽可以提供心理的空氣

營(yíng)造互信的氣氛消除對(duì)方的戒心為坦誠(chéng)交流打下基礎(chǔ)溝通的第一步是建立關(guān)系39Copyright?2004PrenticeHall,Inc.Allrightsreserved.*OvercomingtheBarriersConstrainEmotions

控制情緒

-emotionsseverelycloudanddistortthetransferenceofmeaningWatchNonverbalCues

留心非語(yǔ)言線索

-actionsshouldbealignedwithwordsnonverbalmessageshouldreinforceverbalmessage?PrenticeHall,200211-4040Copyright?2004PrenticeHall,Inc.Allrightsreserved.*OrganizationalCommunicationDirectionofCommunicationFlow

溝通流動(dòng)的方向Downward

-flowsfromamanagertosubordinatesusedtoinform,direct,coordinate,andevaluateemployeesUpward

-flowsfromsubordinatestomanagersamountofupwardcommunicationaffectedbythecultureoftheorganizationtrustandempowermentincreaseupwardflow?PrenticeHall,200211-4141Copyright?2004PrenticeHall,Inc.Allrightsreserved.*OrganizationalCommunicationDirectionofCommunicationFlowDiagonal

斜向的-cutsacrossbothworkareasandorganizationallevelsbenefitsefficiencyandspeede-mailfacilitatesdiagonalcommunication11-4242Copyright?2004PrenticeHall,Inc.Allrightsreserved.*管理實(shí)例你手下的14個(gè)人只有三臺(tái)電腦，而其他三個(gè)部門人員少，電腦卻比你多。你需要再添置三臺(tái)電腦，于是你想向上級(jí)反映這個(gè)問(wèn)題。選擇：你申訴說(shuō)，“別的部門人比我們少，電腦卻比我們多，為什么我們不能多添幾臺(tái)電腦？”43Copyright?2004PrenticeHall,Inc.Allrightsreserved.*準(zhǔn)則

抱怨等于把責(zé)任推給別人，不利于問(wèn)題的解決。提出具有建設(shè)性的意見，可以更快地達(dá)到目的。44Copyright?2004PrenticeHall,Inc.Allrightsreserved.*和下屬的溝通你部門的一位員工向你抱怨說(shuō)每天完成某一項(xiàng)任務(wù)費(fèi)時(shí)太多。對(duì)此你會(huì)怎么應(yīng)對(duì)？經(jīng)理說(shuō)：“很高興你能提出這個(gè)問(wèn)題。我現(xiàn)在很忙。讓我考慮一下，再通知你。”45Copyright?2004PrenticeHall,Inc.Allrightsreserved.*

下屬為了確保經(jīng)理不會(huì)忘記這件事，以后會(huì)經(jīng)常將頭探進(jìn)經(jīng)理辦公室，歡快地詢問(wèn)道，“怎么樣了？”經(jīng)理從下屬那兒接過(guò)了責(zé)任，并承諾匯報(bào)工作進(jìn)展?fàn)顩r。

46Copyright?2004PrenticeHall,Inc.Allrightsreserved.*準(zhǔn)則

讓對(duì)方拿出一個(gè)辦法來(lái)，即可以迫使對(duì)方積極思考，又體現(xiàn)出你尊重對(duì)方意愿的宗旨。

對(duì)改變工作程序你有什么更好的意見嗎？47Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingInformationTechnologyinformationtechnologyhaschangedorganizationalcommunicationdisseminatesmorecompleteinformationprovidesmoreopportunitiesforcollaborationemployeesarefullyaccessibleNetworkedComputerSystems

WirelessCapabilities?PrenticeHall,200211-4848Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingInformationTechnologyNetworkedComputerSystemse-mail

-instanttransmissionofwrittenmessagesinstantmessaging(IM)

-interactivereal-timecommunicationrequiresgroupstobeloggedonthenetworkatthesametimevoice-mail

-digitizesaspokenmessage11-4949Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingInformationTechnologyNetworkedComputerSystemsElectronicdatainterchange(EDI)

電子數(shù)據(jù)交換-exchangeofstandardbusinesstransactiondocumentsTeleconferencing

-permitssimultaneousconferralusingtelephoneore-mailgroupcommunicationssoftwarevideoconferencing

-participantscanseeeachother11-5050Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingInformationTechnologyIntranet-InternettechnologythatlinksorganizationalemployeesExtranet-InternettechnologythatlinksanorganizationwithcustomersandsuppliersInternet-basedvoicecommunication-allowsuserstotalkwitheachotherWirelessCapabilities

-dependsonsignalssentthroughspacewithoutanyphysicalconnectionbasedonmicrowavesignals,satellites,radiowaves,orinfraredlightrays

(紅外線）11-5151Copyright?2004PrenticeHall,Inc.Allrightsreserved.*UnderstandingInformationTechnologyHowInformati