管理学课件第11章 管理沟通与信息技术(Communication and Information Technology).ppt

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1、管理学课件第11章管理沟通与信息技术(CommunicationandInformationTechnology)L E A R N I N G O U T L I N E L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.Understanding CommunicationsUnderstanding Communication

2、s Differentiate between interpersonal and organizational Differentiate between interpersonal and organizational munication.Discuss the functions of communication.Discuss the functions of communication.The Process of Interpersonal CommunicationsThe Process of Interpersonal Communications Explain all

3、the components of the communication process.Explain all the components of the communication process.List the communication methods managers might use.List the communication methods managers might use.Describe nonverbal communication and how it takes place.Describe nonverbal communication and how it

4、takes place.Explain the barriers to effective interpersonal Explain the barriers to effective interpersonal communication and how to overcome munication and how to overcome them.2Four Functions of Communication(沟通沟通的功能的功能)Functions ofFunctions ofCommunicationCommunicationControlControlMotivationMoti

5、vationEmotionalEmotionalExpressionExpressionInformationInformation6Functions of CommunicationControl(Control(控制控制)Formal and informal communications act to control Formal and informal communications act to control individuals behaviors in organizations.individuals behaviors in organizations.Motivati

6、on(Motivation(激励激励)Communications clarify for employees what is to Communications clarify for employees what is to done,how well they have done it,and what can be done,how well they have done it,and what can be done to improve performance.done to improve performance.7Functions of Communication(contd

7、)Emotional Expression(Emotional Expression(情绪表达情绪表达)Social interaction in the form of work group Social interaction in the form of work group communications provides a way for employees to communications provides a way for employees to express themselves.express themselves.Information(Information(信息

8、信息)Individuals and work groups need information to Individuals and work groups need information to make decisions or to do their work.make decisions or to do their work.8Interpersonal Communication(人际沟通人际沟通)Message(Message(信息信息)Source:senders intended meaningSource:senders intended meaningEncoding(E

9、ncoding(编码编码)The message converted to symbolic formThe message converted to symbolic formChannel(Channel(渠道渠道)The medium through which the message travelsThe medium through which the message travelsDecoding(Decoding(解码解码)The receivers retranslation of the messageThe receivers retranslation of the me

10、ssageNoise(Noise(噪声噪声)Disturbances that interfere with communicationsDisturbances that interfere with communications9Exhibit 111Exhibit 111 The Interpersonal Communication Process(The Interpersonal Communication Process(人际沟通过程人际沟通过程人际沟通过程人际沟通过程)10Distortions in CommunicationsMessage EncodingMessage

11、EncodingThe effect of the skills,attitudes,and knowledge of The effect of the skills,attitudes,and knowledge of the sender on the process of encoding the messagethe sender on the process of encoding the messageThe social-cultural system of the senderThe social-cultural system of the senderThe Messag

12、eThe MessageSymbols used to convey the messages meaningSymbols used to convey the messages meaningThe content of the message itselfThe content of the message itselfThe choice of message formatThe choice of message formatNoise interfering with the messageNoise interfering with the message11Distortion

13、s in Communications(contd)The ChannelThe ChannelThe senders choice of the appropriate channel or The senders choice of the appropriate channel or multiple channels for conveying the messagemultiple channels for conveying the messageReceiverReceiverThe effect of skills,attitudes,and knowledge of the

14、The effect of skills,attitudes,and knowledge of the receiver on the process of decoding the messagereceiver on the process of decoding the messageThe social-cultural system of the receiverThe social-cultural system of the receiverFeedback LoopFeedback LoopCommunication channel distortions affecting

15、the Communication channel distortions affecting the return message from receiver to senderreturn message from receiver to sender12Interpersonal Communication Methods(人际沟通方法人际沟通方法)Face-to-faceFace-to-face TelephoneTelephone Group meetings(Group meetings(群体会议群体会议)Formal presentations(Formal presentati

16、ons(正式宣讲正式宣讲)Memos(Memos(备忘录备忘录)Traditional Mail(Traditional Mail(传统邮件传统邮件)Fax machines(Fax machines(传真传真)Employee publications(Employee publications(刊物刊物)Bulletin boards(Bulletin boards(公告牌公告牌)Audio-and videotapes(Audio-and videotapes(录音带录音带和录影带和录影带)Hotlines(Hotlines(热线电话热线电话)E-mailE-mail Computer

17、conferencingComputer conferencing Voice mail(Voice mail(语音邮件语音邮件)Teleconferences(Teleconferences(电视电话会议电视电话会议)Videoconferences(Videoconferences(视频会议视频会议)13Evaluating Communication Methods(评评估沟通方法估沟通方法)Feedback(Feedback(反馈反馈)Complexity capacity(Complexity capacity(容忍容忍复杂性的能力复杂性的能力)Breadth potential(B

18、readth potential(宽度潜宽度潜力力)Confidentiality(Confidentiality(保密性保密性)Encoding ease(Encoding ease(编码容易编码容易度度)Decoding ease(Decoding ease(解码容易解码容易度度)Time-space constraint(Time-space constraint(时空时空限制限制)Cost(Cost(费用费用)Interpersonal warmth(Interpersonal warmth(人情人情味味)Formality(Formality(正式程度正式程度)Scanability

19、(Scanability(信息可得性信息可得性)Time consumption(Time consumption(处理信处理信息的时间息的时间)14Exhibit 112Exhibit 112 Comparison of Communication MethodsComparison of Communication MethodsNote:Ratings are on a 15 scale where 1=high and 5=low.Consumption time refers to who controls the reception of communication.S/R mea

20、ns the sender and receiver share control.Source:P.G.Clampitt,Communicating for Managerial Effectiveness(Newbury Park,CA:Sage Publications,1991),p.136.15Interpersonal Communication(contd)Nonverbal Communication(Nonverbal Communication(非言语沟通非言语沟通)Communication that is transmitted without words.Communi

21、cation that is transmitted without words.vvSoundsSounds with specific meanings or warnings with specific meanings or warningsvvImagesImages that control or encourage behaviors that control or encourage behaviorsvvSituational behaviorsSituational behaviors that convey meanings that convey meaningsvvC

22、lothing and physical surroundingsClothing and physical surroundings that imply status that imply statusBody language(Body language(肢体语言肢体语言肢体语言肢体语言):):gestures,facial gestures,facial expressions,and other body movements that convey expressions,and other body movements that convey meaning.meaning.Ver

23、bal intonation(Verbal intonation(语调语调语调语调):):emphasis that a speaker emphasis that a speaker gives to certain words or phrases that conveys gives to certain words or phrases that conveys meaning.meaning.16Interpersonal Communication Barriers(人际沟通障碍人际沟通障碍)Defensiveness(Defensiveness(防卫防卫防卫防卫)National

24、NationalCultureCultureEmotionsEmotionsInformation Information OverloadOverloadInterpersonal Interpersonal CommunicationCommunicationLanguageLanguageFilteringFiltering17Barriers to Effective Interpersonal CommunicationFiltering(Filtering(过滤过滤)The deliberate manipulation of information to make it The

25、deliberate manipulation of information to make it appear more favorable to the receiver.appear more favorable to the receiver.Emotions(Emotions(情绪情绪)Disregarding rational and objective thinking Disregarding rational and objective thinking processes and substituting emotional judgments processes and

26、substituting emotional judgments when interpreting messages.when interpreting messages.Information Overload(Information Overload(信息超载信息超载)Being confronted with a quantity of information that Being confronted with a quantity of information that exceeds an individuals capacity to process it.exceeds an

27、 individuals capacity to process it.18Barriers to Effective Interpersonal Communication(contd)Defensiveness(Defensiveness(防卫防卫)When threatened,reacting in a way that reduces the When threatened,reacting in a way that reduces the ability to achieve mutual understanding.ability to achieve mutual under

28、standing.Language(Language(语言语言)The different meanings of and specialized ways The different meanings of and specialized ways(jargon)in which senders use words can cause(jargon)in which senders use words can cause receivers to misinterpret their messages.receivers to misinterpret their messages.Nati

29、onal Culture(National Culture(民族文化民族文化)Culture influences the form,formality,openness,Culture influences the form,formality,openness,patterns and use of information in communications.patterns and use of information in communications.19Overcoming the Barriers to Effective Interpersonal Communications

30、(克服沟通克服沟通障碍障碍)Use FeedbackUse FeedbackSimplify LanguageSimplify LanguageListen ActivelyListen ActivelyConstrain EmotionsConstrain EmotionsWatch Nonverbal CuesWatch Nonverbal Cues20Exhibit 113Exhibit 113 Active Listening Behaviors(Active Listening Behaviors(积极倾听者的行为积极倾听者的行为积极倾听者的行为积极倾听者的行为)Source:Bas

31、ed on P.L.Hunsaker,Training in Management Skills(Upper Saddle River,NJ:Prentice Hall,2001).21Types of Organizational CommunicationFormal Communication(Formal Communication(正式沟通正式沟通)Communication that follows the official chain of Communication that follows the official chain of command or is part of

32、 the communication required to command or is part of the communication required to do ones job.do ones job.Informal Communication(Informal Communication(非正式沟通非正式沟通)Communication that is not defined by the Communication that is not defined by the organizations hierarchy.organizations hierarchy.vvPerm

33、its employees to satisfy their need for social interaction.Permits employees to satisfy their need for social interaction.vvCan improve an organizations performance by creating Can improve an organizations performance by creating faster and more effective channels of communication.faster and more ef

34、fective channels of communication.22Communication FlowsLateral Lateral D Di ia ag go on na al lD Do owwn nwwa ar rd dU Up pwwa ar rd d23Direction of Communication FlowDownward(Downward(下行下行)Communications that flow from managers to Communications that flow from managers to employees to inform,direct

35、,coordinate,and evaluate employees to inform,direct,coordinate,and evaluate employees.employees.Upward(Upward(上行上行)Communications that flow from employees up to Communications that flow from employees up to managers to keep them aware of employee needs managers to keep them aware of employee needs a

36、nd how things can be improved to create a climate and how things can be improved to create a climate of trust and respect.of trust and respect.24Direction of Communication Flow(contd)Lateral(Horizontal)Communication(Lateral(Horizontal)Communication(水平沟通水平沟通)Communication that takes place among emplo

37、yees Communication that takes place among employees on the same level in the organization to save time and on the same level in the organization to save time and facilitate coordination.facilitate coordination.Diagonal Communication(Diagonal Communication(斜向沟通斜向沟通)Communication that cuts across both

38、 work areas and Communication that cuts across both work areas and organizational levels in the interest of efficiency and organizational levels in the interest of efficiency and speed.speed.25Types of Communication Networks(沟通沟通网络的类型网络的类型)Chain Network(Chain Network(链式链式)Communication flows accordi

39、ng to the formal chain of Communication flows according to the formal chain of command,both upward and mand,both upward and downward.Wheel Network(Wheel Network(轮式轮式)All communication flows in and out through the group All communication flows in and out through the group leader(hub)to others in the

40、group.leader(hub)to others in the group.All-Channel Network(All-Channel Network(全通道式全通道式)Communications flow freely among all members of Communications flow freely among all members of the work team.the work team.26Exhibit 114Exhibit 114 Three Common Organizational Communication Networks Three Commo

41、n Organizational Communication Networks and How They Rate on Effectiveness Criteriaand How They Rate on Effectiveness Criteria27The Grapevine(小道消息小道消息)An informal organizational communication An informal organizational communication network that is active in almost every network that is active in al

42、most every organization.organization.Provides a channel for issues not suitable for formal Provides a channel for issues not suitable for formal communication munication channels.The impact of information passed along the grapevine The impact of information passed along the grapevine can be countere

43、d by open and honest communication can be countered by open and honest communication with employees.with employees.28Understanding Information TechnologyBenefits of Information Technology(IT)(Benefits of Information Technology(IT)(信息技术信息技术的好处的好处)Increased ability to monitor individual and team Incre

44、ased ability to monitor individual and team performanceperformanceBetter decision making based on more complete Better decision making based on more complete informationinformationMore collaboration and More collaboration and sharing of informationsharing of informationGreater accessibility Greater

45、accessibility to coworkersto coworkers29Information Technology(contd)Networked Computer Networked Computer SystemsSystemsLinking individual Linking individual computers to create an computers to create an organizational network for organizational network for communication and communication and infor

46、mation sharing.information sharing.E-mailE-mail Instant messaging(IM)Instant messaging(IM)BlogsBlogs WikisWikis Voice-mailVoice-mail Fax machinesFax machines Electronic Data Exchange Electronic Data Exchange(EDI)(EDI)TeleconferencingTeleconferencing VideoconferencingVideoconferencing Web conferencin

47、gWeb conferencing30Information Technology(contd)Types of Network SystemsTypes of Network SystemsIntranet(Intranet(内部网络内部网络)vvAn internal network that uses Internet An internal network that uses Internet technology and is accessible only to technology and is accessible only to employees.employees.Ext

48、ranet(Extranet(外部网络外部网络)An internal An internal network that uses Internet technology network that uses Internet technology and allows authorized users inside and allows authorized users inside the organization to communicate with the organization to communicate with certain outsiders such as custom

49、ers certain outsiders such as customers and vendors.and vendors.Wireless(WIFI)capabilitiesWireless(WIFI)capabilities31How IT Affects Organization(信息技术如信息技术如何影响组织沟通何影响组织沟通)Removes the constraints of time and distanceRemoves the constraints of time and distanceAllows widely dispersed employees to work

50、 together.Allows widely dispersed employees to work together.Provides for the sharing of informationProvides for the sharing of informationIncreases effectiveness and efficiency.Increases effectiveness and efficiency.Integrates decision making and workIntegrates decision making and workProvides more