管理学课件第11章管理沟通与信息技术(Communicationa23887.pptx

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1、ninth editionninth editionSTEPHEN P.ROBBINSSTEPHEN P.ROBBINSPowerPoint Presentation by Charlie Cook PowerPoint Presentation by Charlie CookThe University of West Alabama The University of West AlabamaMARY COULTERMARY COULTERCommunication and Information TechnologyChapter Chapter11L E A R N I N G O U

2、 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 Communications Understanding Communications Differentiate between interpersonal and organizational Differentiate betw

3、een interpersonal and organizational munication.Discuss the functions of communication.Discuss the functions of communication.The Process of Interpersonal Communications The Process of Interpersonal Communications Explain all the components of the communication process.Explain all the components of

4、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 takes place.Explain the barriers to effective interpersonal Explain the ba

5、rriers to effective interpersonal communication and how to overcome munication and how to overcome them.2L E A R N I N G O U T L I N E(contd)L E A R N I N G O U T L I N E(contd)Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this cha

6、pter.Organizational Communication Organizational Communication Explain how communication can flow in an organization.Explain how communication can flow in an organization.Describe the three common communication networks.Describe the three common communication networks.Discuss how managers should han

7、dle the grapevine.Discuss how managers should handle the grapevine.Understanding Information Technology Understanding Information Technology Describe how technology affects managerial Describe how technology affects managerial munication.Define e-mail,instant messaging,blogs and wikis,voice-Define e

8、-mail,instant messaging,blogs and wikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,web mail,fax,EDI,teleconferencing,videoconferencing,web conferencing,intranet,and extranet.conferencing,intranet,and extranet.Explain how information technology affects organizations.Explain how information

9、 technology affects organizations.3L E A R N I N G O U T L I N E(contd)L E A R N I N G O U T L I N E(contd)Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.Communication Issues in Todays Organization Communication Issues

10、in Todays Organization Discuss the challenges of managing communication in an Discuss the challenges of managing communication in an Internet world.Internet world.Explain how organizations can manage knowledge.Explain how organizations can manage knowledge.Explain why communicating with customers is

11、 an Explain why communicating with customers is an important managerial issue.important managerial issue.Explain how political correctness is affecting Explain how political correctness is affecting munication.4What Is Communication?Communication(Communication(沟通沟通)The transfer and understanding of

12、meaning(The transfer and understanding of meaning(意思的传 意思的传递和理解 递和理解).).v v Transfer means the message was received in a form that can Transfer means the message was received in a form that can be interpreted by the receiver.be interpreted by the receiver.v v Understanding the message is not the sam

13、e as the receiver Understanding the message is not the same as the receiver agreeing with the message.agreeing with the message.Interpersonal Communication(Interpersonal Communication(人际沟通 人际沟通)v v Communication between two or more people Communication between two or more people Organizational Commu

14、nication(Organizational Communication(组织沟通 组织沟通)v v All the patterns,network,and systems of communications All the patterns,network,and systems of communications within an organization within an organization5Four Functions of Communication(沟通的功能)Functions of Functions ofCommunication CommunicationCo

15、ntrol Control Motivation MotivationEmotional EmotionalExpression ExpressionInformation Information6Functions 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 beh

16、aviors in organizations.Motivation(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.7

17、Functions of Communication(contd)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 thems

18、elves.Information(Information(信息信息)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)Message(Message(信息信息)Source:senders intended meaning Source:sende

19、rs intended meaningEncoding(Encoding(编码编码)The message converted to symbolic form The message converted to symbolic formChannel(Channel(渠道渠道)The medium through which the message travels The medium through which the message travelsDecoding(Decoding(解码解码)The receivers retranslation of the message The r

20、eceivers retranslation of the messageNoise(Noise(噪声噪声)Disturbances that interfere with communications Disturbances that interfere with communications9Exhibit 111 Exhibit 111 The Interpersonal Communication Process(The Interpersonal Communication Process(人际沟通过程 人际沟通过程)10Distortions in CommunicationsM

21、essage EncodingMessage Encoding The 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 message the sender on the process of encoding the message The social-cultural system of the sender The social-cultural sys

22、tem of the senderThe MessageThe Message Symbols used to convey the messages meaning Symbols used to convey the messages meaning The content of the message itself The content of the message itself The choice of message format The choice of message format Noise interfering with the message Noise inter

23、fering with the message11Distortions in Communications(contd)The ChannelThe Channel The senders choice of the appropriate channel or The senders choice of the appropriate channel or multiple channels for conveying the message multiple channels for conveying the messageReceiverReceiver The effect of

24、skills,attitudes,and knowledge of the The effect of skills,attitudes,and knowledge of the receiver on the process of decoding the message receiver on the process of decoding the message The social-cultural system of the receiver The social-cultural system of the receiverFeedback LoopFeedback Loop Co

25、mmunication channel distortions affecting the Communication channel distortions affecting the return message from receiver to sender return message from receiver to sender12Interpersonal Communication Methods(人际沟通方法)Face-to-face Face-to-face Telephone Telephone Group meetings(Group meetings(群体会议 群体会

26、议)Formal presentations(Formal presentations(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)H

27、otlines(Hotlines(热线电话 热线电话)E-mail E-mail Computer conferencing Computer 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(评估沟通方法)Feedback(Feedback(反馈 反馈)Complexity capacity(Complex

28、ity capacity(容忍 容忍复杂性的能力 复杂性的能力)Breadth potential(Breadth 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(Interpe

29、rsonal warmth(人情 人情味 味)Formality(Formality(正式程度 正式程度)Scanability(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 112 Exhibit 112 Comparison of Communication Methods Comparison of Communication MethodsNote:Ratings are on a 15 scale where 1=high and 5=low.Consumpti

30、on time refers to who controls the reception of communication.S/R means 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 Communicati

31、on(非言语沟通非言语沟通)Communication that is transmitted without words.Communication that is transmitted without words.v v Sounds Sounds with specific meanings or warnings with specific meanings or warningsv v Images Images that control or encourage behaviors that control or encourage behaviorsv v Situationa

32、l behaviors Situational behaviors that convey meanings that convey meaningsv v Clothing and physical surroundings Clothing and physical surroundings that imply status that imply status Body language(Body language(肢体语言 肢体语言):):gestures,facial gestures,facial expressions,and other body movements that

33、convey expressions,and other body movements that convey meaning.meaning.Verbal intonation(Verbal intonation(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 Communica

34、tion Barriers(人际沟通障碍)Defensiveness(Defensiveness(防卫 防卫)National NationalCulture CultureEmotions EmotionsInformation Information Overload OverloadInterpersonal Interpersonal Communication CommunicationLanguage LanguageFiltering Filtering17Barriers to Effective Interpersonal CommunicationFiltering(Fil

35、tering(过滤过滤)The deliberate manipulation of information to make it The 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

36、thinking processes and substituting emotional judgments processes and 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 inf

37、ormation that exceeds an individuals capacity to process it.exceeds an 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 a

38、bility to achieve mutual understanding.ability to achieve mutual understanding.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 mis

39、interpret their messages.receivers to misinterpret their messages.National 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 communicatio

40、ns.19Overcoming the Barriers to Effective Interpersonal Communications(克服沟通障碍)Use FeedbackUse FeedbackSimplify LanguageSimplify LanguageListen ActivelyListen ActivelyConstrain EmotionsConstrain EmotionsWatch Nonverbal CuesWatch Nonverbal Cues20Exhibit 113 Exhibit 113 Active Listening Behaviors(Activ

41、e Listening Behaviors(积极倾听者的行为 积极倾听者的行为)Source:Based 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 f

42、ollows the official chain of command or is part of 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 orga

43、nizations hierarchy.organizations hierarchy.v v Permits employees to satisfy their need for social interaction.Permits employees to satisfy their need for social interaction.v v Can improve an organizations performance by creating Can improve an organizations performance by creating faster and more

44、effective channels of communication.faster and more effective channels of communication.22Communication FlowsLateral Lateral Diagonal DiagonalD Do ow wn nw wa ar rd dU Up pw wa ar rd d23Direction of Communication FlowDownward(Downward(下行下行)Communications that flow from managers to Communications tha

45、t flow from managers to employees to inform,direct,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 nee

46、ds managers to keep them aware of employee needs and 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

47、平沟通水平沟通)Communication that takes place among employees 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 Communic

48、ation(斜向沟通斜向沟通)Communication that cuts across both 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(沟通网络的类型)Chain Network(Cha

49、in Network(链式链式)Communication flows according 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 thr

50、ough the group leader(hub)to others in the 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 114 Exhibit 114 Three Common Organ