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1、PowerPoint Presentation by Charlie Cook Copyright The McGraw-Hill Companies,Inc.,2003.All rights reserved.,PartIV Leading Chapter 10 Communication,2,Learning Objectives：,After studying the chapter,you should be able to:1Explain why effective communication helps an organization gain a competitive adv
2、antage.2Describe the communication process,and explain the role of perception in communication.3Define information richness,and describe the information richness of communication media available to managers.,3,Learning Objectives(contd),4Describe the communication networks that exist in groups and t
3、eams.5Explain how advances in technology have given managers new options for managing communications.6Describe important communication skills that managers need as senders and receivers of messages.,4,Communication,I.Communication and Management 沟通与管理,II.Communication Networks 沟通网络,III.Technological
4、 Advances in Communication 沟通中的技术进步,IV.Communication Skills for Managers管理者的沟通技巧,Chapter Outline,5,Chapter Outline,I.Communication and ManagementThe Importance of Good CommunicationThe Communication ProcessThe Dangers of Ineffective CommunicationCommunication MediaII.Communication Networks*Communica
5、tion Networks in Groups and TeamsOrganizational Communication NetworksExternal Networks,6,Chapter Outline(contd),III.Technological Advances in CommunicationThe InternetIntranetsGroupwareIV.Communication Skills for Managers*Communication Skills for Managers as SendersCommunication Skills for Managers
6、 as ReceiversUnderstanding Linguistic Styles,7,I.Communication and Management 沟通与管理,*CommunicationThe sharing of information between two or more individuals or groups to reach a common understanding.1.Importance of Good CommunicationIncreased efficiency in new technologies and skillsImproved quality
7、 of products and servicesIncreased responsiveness to customersMore innovation through communication,8,I.Communication and Management,2.The Communication Process 沟通的过程2.1 Phases（阶段）of the Communication Process:Transmission phase传送阶段in which information is shared by two or more people.Feedback phase 反
8、馈阶段in which a common understanding is assured.,9,I.Communication and Management,2.2 The process starts with a sender发送者(an individual or group)who wants to share information.Senders 发送者must decide what information to share and puts the message 讯息into symbols or language(encoding编码).Noise噪音:anything
9、harming the communication process.,10,Figure 10.1 The Communication Process,11,2.The Communication Process,2.3 Messages are transmitted over a medium媒介 to a receiver.Medium媒介:the pathway over which the message is transmitted(e.g.,telephone,written note,email).Receiver接收者:the person getting the messa
10、ge.The receiver decodes解码(interprets)the message,allowing the receiver to understand the message.This is a critical point:failure to properly decode the message can lead to a misunderstanding.Feedback 反馈by receiver informs the sender that the message is understood or that it must be re-sent.,12,Comm
11、unication Issues,Verbal Communication 语言沟通The encoding of messages into words,either written or spokenNonverbal Communication 非语言沟通The encoding of messages by means of facial expressions,body language,and styles of dress.,13,3.The Dangers of Ineffective Communication无效沟通的危害性,3.1 How to become effect
12、ive communicators：Selecting an appropriate medium for each messagethere is no one“best”medium.Considering information richness信息充分性(the amount of information a medium can carry).A medium with high richness can carry much more information to aid understanding.Is there a need for a paper path书面纪录or el
13、ectronic trail 电子纪录to provide documentation of the communication?,14,Figure 10.2 Information Richness of Communication Media,15,图 10.2 信息充分性与媒介类型,面对面沟通,电子传送的口头沟通,个人书面沟通,非个人书面沟通,高信息充分性程度,低信息充分性程度,16,4.Communication Media 沟通媒介,4.1 Face-to-Face 面对面沟通Has highest information richness.Can take advantage o
14、f verbal and nonverbal signals.Provides for instant feedback.Management by wandering around takes advantage of this with informal talks to workers.Video conferences provide much of this richness and reduce travel costs and meeting times.,17,4.Communication Media,4.2 Spoken Communication Electronical
15、ly Transmitted 电子传送的口头沟通Has the second highest information richness.Telephone conversations are information rich with tone of voice,senders emphasis,and quick feedback,but provide no visual nonverbal cues.,18,4.Communication Media,4.3 Personally Addressed Written Communication个人书面沟通Has a lower richn
16、ess than the verbal forms of communication,but still is directed at a given person.Personal addressing helps ensure receiver actually reads the messagepersonal letters and e-mail are common forms.Does not provide instant feedback to the sender although sender may get feedback later.Excellent media f
17、or complex messages requesting follow-up actions by receiver.,19,E-Mail Dos and Donts,E-mail allows telecommuting employees to work from home and keep in contact.The use of e-mail is growing rapidly and e-mail etiquette is expected:Typing messages in all CAPITALS is seen as“screaming”at the receiver
18、.Punctuate your messages for easy reading and dont ramble on.Pay attention to spelling and treat the message like a written letter.,20,4.Communication Media,4.4 Impersonal Written Communication 非个人书面沟通Has the lowest information richness.Good for messages to many receivers where little or feedback is
19、 expected(e.g.,newsletters,reports),21,II.Communication Networks 沟通网络,*Communication Networks 何为沟通网络？The pathways along which information flows in groups and teams and throughout the organization.Choice of communication network depends on:沟通网络的选择依据The nature of the groups tasksThe extent to which gr
20、oup members need to communicate with each other to achieve group goals.,22,1.Communication Networks in Groups and Teams 群体和团队中的沟通网络,23,Figure 10.3 Communication Networks in Groups and Teams,24,图 10.3 群体与团队中的沟通网络,25,2.Organization Communication Networks组织中的沟通网络,Organization Chart 组织结构图A pictorial rep
21、resentation of formal reporting channels in an organization.Communication in an organization flows through formal and informal pathwaysVertical communications flow up and down the corporate hierarchy.Horizontal communications flow between employees of the same level.Informal communications can span
22、levels and departmentsthe grapevine 小道消息is an informal network carrying unofficial information throughout the firm.,26,Figure 10.4Formal and Informal Communication Networks in An Organization,27,图 10.4 组织中的正式和非正式沟通网络,28,III.Technological Advances in Communication 沟通中的技术进步,1.Internet 互联网Global system
23、 of computer networks used by many firms use it to communicate with their suppliers.*World Wide Web(WWW)万维网Provides multimedia access to the Internet.2.Intranets 企业内部网A company-wide system of computer networks for information sharing by employees inside the firm.,29,III.Technological Advances in Com
24、munication,3.Groupware 群件Computer software that enables members of groups and teams to share information with each other and improve communication.Best used to support team-oriented working environments.,30,IV.Communication Skills for Managers管理者的沟通技巧,1.Barriers to Effective Communication有效沟通的障碍Mess
25、ages that are unclear,incomplete,difficult to understandMessages sent over the an inappropriate mediumMessages with no provision for feedbackMessages that are received but ignoredMessages that are misunderstoodMessages delivered through automated systems that lack the human element,31,IV.Communicati
26、on Skills for Managers,2.Managers as Senders 管理者作为发送者Send clear and complete messages.Encode messages in symbols the receiver understands.Select a medium appropriate for the message and,importantly,one that is monitored by the receiver.Avoid filtering(holding back information)and distortion as the m
27、essage passes through other workers.Ensure a feedback mechanism is included in the message.Provide accurate information to avoid rumors.,32,IV.Communication Skills For Managers,3.Managers as Receivers 管理者作为接收者Pay attention to what is sent as a message.Be a good listener:dont interrupt.Ask questions to clarify your understanding.Be empathetic:try to understand what the sender feels.Understand linguistic styles:different people speak differently.Speed,tone,pausing all impact communication.This is particularly true across cultures and managers should expect and plan for this.,
