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

Communication and Information TechnologyChapterChapter11112L 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 Communications 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 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 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.113L 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.Organizational CommunicationOrganizational 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 handle the grapevine.Discuss how managers should handle the grapevine.Understanding Information TechnologyUnderstanding Information Technology Describe how technology affects managerial Describe how technology affects managerial munication.Define e-mail,instant messaging,blogs and wikis,voice-Define e-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 technology affects organizations.114L 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 OrganizationCommunication Issues 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 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.115What Is Communication?Communication(Communication(沟通沟通)The transfer and understanding of meaning(The transfer and understanding of meaning(意思的传意思的传递和理解递和理解).).vvTransfer 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.vvUnderstanding the message is not the same 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)vvCommunication between two or more peopleCommunication between two or more peopleOrganizational Communication(Organizational Communication(组织沟通组织沟通)vvAll the patterns,network,and systems of communications All the patterns,network,and systems of communications within an organizationwithin an organization116Four Functions of Communication(沟通沟通的功能的功能)Functions ofFunctions ofCommunicationCommunicationControlControlMotivationMotivationEmotionalEmotionalExpressionExpressionInformationInformation117Functions 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.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.118Functions 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 themselves.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.119Interpersonal Communication(人际沟通人际沟通)Message(Message(信息信息)Source:senders intended meaningSource:senders intended meaningEncoding(Encoding(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 messageNoise(Noise(噪声噪声)Disturbances that interfere with communicationsDisturbances that interfere with communications1110Exhibit 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)1111Distortions in CommunicationsMessage EncodingMessage 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 MessageThe 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 message1112Distortions 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 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 the Communication channel distortions affecting the return message from receiver to senderreturn message from receiver to sender1113Interpersonal 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 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)Hotlines(Hotlines(热线电话热线电话)E-mailE-mail Computer 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)1114Evaluating 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(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(Interpersonal warmth(人情人情味味)Formality(Formality(正式程度正式程度)ScanabilityScanability(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)1115Exhibit 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 means the sender and receiver share control.Source:P.G.Clampitt,Communicating for Managerial Effectiveness(Newbury Park,CA:Sage Publications,1991),p.136.1116Interpersonal Communication(contd)Nonverbal Communication(Nonverbal Communication(非言语沟通非言语沟通)Communication that is transmitted without words.Communication 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 meaningsvvClothing 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.Verbal 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.1117Interpersonal Communication Barriers(人际沟通障碍人际沟通障碍)Defensiveness(Defensiveness(防卫防卫防卫防卫)NationalNationalCultureCultureEmotionsEmotionsInformation Information OverloadOverloadInterpersonal Interpersonal CommunicationCommunicationLanguageLanguageFilteringFiltering1118Barriers to Effective Interpersonal CommunicationFiltering(Filtering(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 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 information that exceeds an individuals capacity to process it.exceeds an individuals capacity to process it.1119Barriers 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 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 misinterpret 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 communications.1120Overcoming the Barriers to Effective Interpersonal Communications(克服沟通克服沟通障碍障碍)Use FeedbackUse FeedbackSimplify LanguageSimplify LanguageListen ActivelyListen ActivelyConstrain EmotionsConstrain EmotionsWatch Nonverbal CuesWatch Nonverbal Cues1121Exhibit 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:Based on P.L.Hunsaker,Training in Management Skills(Upper Saddle River,NJ:Prentice Hall,2001).1122Types 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 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.vvPermits 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 effective channels of communication.1123Communication FlowsLateral Lateral D Di ia ag go on na al lD Do owwn nwwa ar rd dU Up pwwa ar rd d1124Direction of Communication FlowDownward(Downward(下行下行)Communications that flow from managers to Communications that 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 needs 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.1125Direction of Communication Flow(contd)Lateral(Horizontal)Communication(Lateral(Horizontal)Communication(水平沟通水平沟通)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 Communication(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.1126Types 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 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 through 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.1127Exhibit 114Exhibit 114 Three Common Organizational Communication Networks Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteriaand How They Rate on Effectiveness Criteria1128The Grapevine(小道消息小道消息)An inf