北大光华组织与管理Week7-个体(群体)间行为2580.pptx

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1、Chapter 11MANAGERIALCOMMUNICATIONAND INFORMATIONTECHNOLOGY11-11-1 1Learning ObjectivesYou should learn to:Define communicationExplain the interpersonal communication processDescribe the factors on which the different communication methods can be evaluated,and on what the choice of communication meth

2、od dependsTell how nonverbal communication affects managers11-11-2 2You should learn to:Explain the barriers to effective interpersonal communication and how to overcome themContrast the different organizational communication flows and networksDescribe two developments in information technology that

3、 have had a significant impact on managerial communicationDiscuss how information technology affects organizations11-3Learning Objectives Jianjun ZhangWhy Communicate?MotivateControlInformationEmotional expression:social need11-4Understanding Managerial CommunicationWhat is Communication?The transfe

4、r and understanding of meaningif no information has been conveyed,communication has not occurredeverything that a manager does involves communicatingeffective communication does not equal agreementineffective communication is the basis for many managerial problemsinterpersonal communication-occurs b

5、etween peopleorganizational communication-all the patterns,networks,and systems of communication in an organization11-11-5 5Process Of Interpersonal CommunicationElements of the Processmessage-expresses the purpose of the communicationencoding-converting the message in symbolic formaffected by the s

6、kills,attitudes,and knowledge of the sender,and by the culture of the organizationchannel-medium for conveying the messagedecoding-retranslating symbols into a messageaffected by personal characteristics of the receivernoise-disturbances that interfere with the transmission,receipt,or feedback of a

7、messagemessage itself and channel can distort communicationsfeedback also subject to same sources of noise11-11-6 6The Interpersonal Communication ProcessSenderMessageMediumReceiverEncodingNoiseFeedbackMessageDecoding11-11-7 7 Jianjun Zhang11-8Direction of CommunicationUpwardDownwardLateralProcess O

8、f Interpersonal Communication(cont.)Methods of Communicating Interpersonallya wide variety of communication methods existchoice of a method should reflect:the needs of the sender the needs of the receiver the attributes of the message the attributes of the channel11-11-9 9Evaluating Communication Me

9、thodsFeedback-how quickly can the receiver respond to the message?Complexity capacity-can the method effectively process complex messages?Breadth potential-how many different messages can be transmitted using this method?Confidentiality-can communicators be reasonably sure their messages are receive

10、d only by those intended?Encoding ease-can sender easily and quickly use this channel?Decoding ease-can receiver easily and quickly decode messages?Time-space constraint-do senders and receivers need to communicate at the same time and in the same space?Cost-how much does it cost to use this method?

11、Interpersonal warmth-how well does this method convey interpersonal warmth?Formality-does this method have the needed amount of formality?Scanability-does this method allow the message to be easily browsed or scanned for relevant information?Time of consumption-does sender or receiver exercise the m

12、ost control over whenthe message is dealt with?11-11-1010Comparison of Communication Methods11-11-1111Process Of Interpersonal Communication(cont.)Methods of Communicating Interpersonally(cont.)nonverbal communication-communication without wordstypesbody language-gestures,facial expressions,and othe

13、r body movements that convey meaningverbal intonation-emphasis someone gives to words or phrases that conveys meaningevery oral communication is accompanied by a nonverbal messagenonverbal component usually carries the greatest impact11-11-1212Facial Expressions Convey Emotions11-11-1313Barriers to

14、Effective Interpersonal CommunicationFiltering-the deliberate manipulation of information to make it appear more favorable to the receiverupward communication is condensed by senders to avoid information overload by top-level receiversextent of filtering affected by:the number of vertical levels in

15、the organizationculture of the organizationSelective Perception-what people see and hear influenced by their attitudes,background,and experience11-11-1414 Jianjun ZhangPerception Challenges:What do you see?14-15Barriers to Effective Interpersonal CommunicationEmotions-interpretation of a message aff

16、ected by the way the receiver feelsextreme emotions likely to hinder effective communicationInformation Overload-information available exceeds processing capacityfrequent complaint of executives11-11-1616Barriers to Effective Interpersonal CommunicationBarriers to Effective Communication(cont.)Defen

17、siveness-behaviors that result from feeling threatenedhinders effective communicationLanguage-meaning of words differs among people with diverse backgroundsjargon-specialized terminology used by a groupeven those who speak the same language may use it quite differentlyNational Culture-cultural value

18、s affect the way people communicateindividualism versus collectivism11-11-1717 Jianjun Zhang11-18Communication Barriers and Cultural Context Jianjun Zhang11-19High-vs.Low-Context Cultures Jianjun Zhang11-20Communication Barriers Between Men and WomenMen talk to:Emphasize status,power,and independenc

19、e.Complain that women talk on and on.Offer solutions.To boast about their accomplishments.Women talk to:Establish connection and intimacy.Criticize men for not listening.Speak of problems to promote closeness.Express regret and restore balance to a conversation.Overcoming the Barriers Use Feedback-a

20、sk a set of questions about a message to determine whether it was understood as intendedask receivers to restate the message in their own wordsSimplify Language-tailor the language to the audience for whom the message is intendedjargon can facilitate understanding when used in appropriate groupsList

21、en Actively-listen for full meaningrestrain premature judgments or interpretationsenhanced by developing empathy with sender11-11-2121Active Listening BehaviorsParaphraseDont overtalkBe empatheticMake eye contactExhibit affirmativehead nods andappropriatefacial expressionsActiveListeningAvoid distra

22、ctingactions orgesturesAvoid interruptingthe speakerAsk questions11-11-2222Process Of Interpersonal Communication(cont.)Overcoming Communication Barriers(cont.)Constrain Emotions-emotions severely cloud and distort the transference of meaningrefrain from communicating until one regains her/his compo

23、sureWatch Nonverbal Cues-actions should be aligned with wordsnonverbal message should reinforce verbal message11-11-2323Organizational CommunicationFormal Communicationcommunication that follows the official chain of command or is communication required to do ones jobtakes place within prescribed or

24、ganizational work arrangementsInformal Communicationnot defined by the organizations structural hierarchyfulfills two purposespermits employees to satisfy their needs for social interactioncreates alternative,and frequently faster and more efficient,channels of communication11-11-2424Organizational

25、Communication(cont.)Direction of Communication FlowDownward-flows from a manager to subordinatesused to inform,direct,coordinate,and evaluate employeesUpward-flows from subordinates to managerskeeps managers aware of employees feelings source for ideas on improving operationsamount of upward communi

26、cation affected by the culture of the organizationtrust and empowerment increase upward flowmechanistic and authoritarian environment decrease upward flow11-11-2525Organizational Communication(cont.)Direction of Communication Flow(cont.)Diagonal-cuts across both work areas and organizational levelsb

27、enefits efficiency and speede-mail facilitates diagonal communication11-11-2626Organizational Communication NetworksOrganizational Communication Networkscombination of vertical and horizontal flows into a variety of patternsTypes of Networkschain-communication flows according to the formal chain of

28、commandwheel-flows between a clearly identifiable and strong leader and others in a work group or teamall-channel-flows freely among all members of a work teamno single network is best for all situations11-11-2727Three Common Organizations Communication Networks and How They Rate on Effectiveness Cr

29、iteria11-11-2828Organizational Communication(cont.)Organizational Communication Networks(cont.)Grapevine-an informal network that is active in almost every organizationimportant source of informationidentifies issues that employees consider important and anxiety producingcan use the grapevine to dis

30、seminate important informationgrapevine cannot be abolishedrumors can never be eliminated entirely11-11-2929 Jianjun Zhang11-30Passing The Word1。让人怕2。让人爱3。啥都知道4。长舌妇；少说有用，多说无益5。看谁说（可信度）6。说什么（与工作有关无关）7。哥们会帮我8。关系好的标志之一是耳语，嚼舌头有益形象9。培养健康的组织文化，杜绝小道消息 Jianjun Zhang11-31建议不传播小道消息，远离长舌妇多做喜鹊，少做乌鸦说好话可以背后说坏消息一定

31、要当面说Understanding Information TechnologyHow Technology Affects Managerial Communicationinformation technology has changed organizational communicationdisseminates more complete information provides more opportunities for collaborationemployees are fully accessibleNetworked Computer Systems-linking c

32、omputers through compatible hardware and softwaree-mail-instantaneous transmission of written messages11-11-3232Understanding Information Technology(cont.)Effect of Technology(cont.)Networked Computer Systems-(cont.)instant messaging(IM)-interactive real-time communicationrequires groups to be logge

33、d on the computer network at the same timeleaves network open to security breachesIM software is currently incompatible with important business applications softwarevoice-mail-digitizes a spoken messagetransmits message over the networkstores the message for later retrieval11-11-3333Understanding In

34、formation Technology(cont.)Effect of Technology(cont.)Networked Computer Systems(cont.)Fax-allows transmission of documents containing both text and graphics over ordinary telephone linesElectronic data interchange(EDI)-permits the exchange of standard business transaction documentsTeleconferencing-

35、permits simultaneous conferral using telephone or e-mail group communications softwarevideoconferencing-participants can see each other 11-11-3434Understanding Information Technology(cont.)Effect of Technology(cont.)Networked Computer Systems(cont.)Intranet-Internet technology that links organizatio

36、nal employeesExtranet-Internet technology that links an organization with customers and suppliersInternet-based voice communication-allows users to talk with each otherWireless Capabilities-depends on signals sent through space without any physical connectionbased on microwave signals,satellites,rad

37、io waves,or infrared light rays11-11-3535Understanding Information Technology(cont.)How Information Technology Affects Organizationscommunications among organizational members are no longer constrained by geography or timepsychological drawback-personal costs associated with being constantly accessi

38、ble11-11-3636 Jianjun Zhang11-3721 rules for negotiating1.No free gifts!Seek a trade-off.2.Start high.3.Follow a dramatic initial concession with sharply diminishing concessions.4.Krunch early and often.5.Never settle issues individually.Settle all issues as package.6.Conclude with a nibble.7.Keep l

39、ooking for creative concessions to trade.Jianjun Zhang11-38Continued8.Do your homework.9.Keep the climate positive.10.Never assume that an issue in non-negotiable just because the other side says it is.In reality,almost everything is negotiable.11.Never accept the other sides first offer.12.Start sl

40、owly.13.Set a complete agenda.14.Discuss the small things first.Jianjun Zhang11-39Continued15.Be patient.16.Use/beware the power of legitimacy.17.Keep your authority limited.Try to negotiate against people with higher authority.18.Consider using good guy-bad guy.19.Try to have the other side make the first offer.20.Keep your team small and under control.21.Try to have the other side travel to you.