管理學(xué)第11章 管理溝通與信息技術(shù)(Communication and Information Technology)

CommunicationandInformationTechnologyChapter

11整理課件LEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.2整理課件LEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization.Describethethreecommoncommunicationnetworks.Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication.Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.Explainhowinformationtechnologyaffectsorganizations.3整理課件LEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.4整理課件WhatIsCommunication?Communication(溝通)Thetransferandunderstandingofmeaning(意思的傳遞和理解).Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.InterpersonalCommunication(人際溝通)CommunicationbetweentwoormorepeopleOrganizationalCommunication(組織溝通)Allthepatterns,network,andsystemsofcommunicationswithinanorganization5整理課件FourFunctionsofCommunication(溝通的功能)Functionsof

CommunicationControlMotivationEmotional

ExpressionInformation6整理課件FunctionsofCommunicationControl(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.Motivation(鼓勵)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.7整理課件FunctionsofCommunication(cont’d)EmotionalExpression(情緒表達)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.8整理課件InterpersonalCommunication(人際溝通)Message(信息)Source:sender’sintendedmeaningEncoding(編碼)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解碼)Thereceiver’sretranslationofthemessageNoise(噪聲)Disturbancesthatinterferewithcommunications9整理課件Exhibit11–1 TheInterpersonalCommunicationProcess(人際溝通過程)10整理課件DistortionsinCommunicationsMessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11整理課件DistortionsinCommunications(cont’d)TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender12整理課件InterpersonalCommunicationMethods(人際溝通方法)Face-to-faceTelephoneGroupmeetings(群體會議)Formalpresentations(正式宣講)Memos(備忘錄)TraditionalMail(傳統(tǒng)郵件)Faxmachines()Employeepublications(刊物)Bulletinboards(公告牌)Audio-andvideotapes(錄音帶和錄影帶)Hotlines(熱線)E-mailComputerconferencingVoicemail(語音郵件)Teleconferences(電視會議)Videoconferences(視頻會議)13整理課件EvaluatingCommunicationMethods(評估溝通方法)Feedback(反響)Complexitycapacity(容忍復(fù)雜性的能力)Breadthpotential(寬度潛力)Confidentiality(保密性)Encodingease(編碼容易度)Decodingease(解碼容易度)Time-spaceconstraint(時空限制)Cost(費用)Interpersonalwarmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(處理信息的時間)14整理課件Exhibit11–2 ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.15整理課件InterpersonalCommunication(cont’d)NonverbalCommunication(非言語溝通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢體語言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(語調(diào)):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.16整理課件InterpersonalCommunicationBarriers(人際溝通障礙)Defensiveness(防衛(wèi))National

CultureEmotionsInformation

OverloadInterpersonalCommunicationLanguageFiltering17整理課件BarrierstoEffectiveInterpersonalCommunicationFiltering(過濾)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情緒)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超載)Beingconfrontedwithaquantityofinformationthatexceedsanindividual’scapacitytoprocessit.18整理課件BarrierstoEffectiveInterpersonalCommunication(cont’d)Defensiveness(防衛(wèi))Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(語言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.19整理課件OvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服溝通障礙)UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues20整理課件Exhibit11–3 ActiveListeningBehaviors(積極傾聽者的行為)Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,2001).21整理課件TypesofOrganizationalCommunicationFormalCommunication(正式溝通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone’sjob.InformalCommunication(非正式溝通)Communicationthatisnotdefinedbytheorganization’shierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganization’sperformancebycreatingfasterandmoreeffectivechannelsofcommunication.22整理課件CommunicationFlowsLateralDiagonalDownwa

r

dUpwa

r

d23整理課件DirectionofCommunicationFlowDownward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.24整理課件DirectionofCommunicationFlow(cont’d)Lateral(Horizontal)Communication(水平溝通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向溝通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.25整理課件TypesofCommunicationNetworks(溝通網(wǎng)絡(luò)的類型)ChainNetwork(鏈式)Communicationflowsaccordingtotheformalchainofcommand,bothupwardanddownward.WheelNetwork(輪式)Allcommunicationflowsinandoutthroughthegroupleader(hub)toothersinthegroup.All-ChannelNetwork(全通道式)Communicationsflowfreelyamongallmembersoftheworkteam.26整理課件Exhibit11–4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria27整理課件TheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.28整理課件UnderstandingInformationTechnologyBenefitsofInformationTechnology(IT)(信息技術(shù)的好處)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationand

sharingofinformationGreateraccessibility

tocoworkers29整理課件InformationTechnology(cont’d)NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing30整理課件InformationTechnology(cont’d)TypesofNetworkSystemsIntranet(內(nèi)部網(wǎng)絡(luò))AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部網(wǎng)絡(luò))

AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors.Wireless(WIFI)capabilities31整理課件HowITAffectsOrganization(信息技術(shù)如何影響組織溝通)RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether.ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency.IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions.CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives.32整理課件CurrentCommunicationIssuesManagingCommunicationinanInternetWorld(管理互聯(lián)網(wǎng)世界中的溝通)Legalandsecurityissues(法律和平安問題)Inappropriateuseofcompanye-mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers.Lackofpersonalinteraction(人際交往的缺乏)Beingconnectedisnotthesameasface-to-facecontact.Difficultiesoccurinachievingunderstandingandcollaborationinvirtualenvironements.33整理課件CurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization.Employeecomplaints(“hot-button〞issues)