管理学课件第11章管理沟通与信息技术(Communicationa

nintheditionSTEPHENP.ROBBINSPowerPointPresentationbyCharlieCookTheUniversityofWestAlabamaMARYCOULTERCommunicationandInformationTechnologyChapter1111–2LEARNINGOUTLINEFollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunications•Differentiatebetweeninterpersonalandorganizationalcommunication.•Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunications•Explainallthecomponentsofthecommunicationprocess.•Listthecommunicationmethodsmanagersmightuse.•Describenonverbalcommunicationandhowittakesplace.•Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.11–3LEARNINGOUTLINE(cont’d)FollowthisLearningOutlineasyoureadandstudythischapter.OrganizationalCommunication•Explainhowcommunicationcanflowinanorganization.•Describethethreecommoncommunicationnetworks.•Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnology•Describehowtechnologyaffectsmanagerialcommunication.•Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.•Explainhowinformationtechnologyaffectsorganizations.11–4LEARNINGOUTLINE(cont’d)FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganization•DiscussthechallengesofmanagingcommunicationinanInternetworld.•Explainhoworganizationscanmanageknowledge.•Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.•Explainhowpoliticalcorrectnessisaffectingcommunication.11–5WhatIsCommunication?•Communication(沟通)Thetransferandunderstandingofmeaning(意思的传递和理解).Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.InterpersonalCommunication(人际沟通)CommunicationbetweentwoormorepeopleOrganizationalCommunication(组织沟通)Allthepatterns,network,andsystemsofcommunicationswithinanorganization11–6FourFunctionsofCommunication(沟通的功能)FunctionsofCommunicationControlMotivationEmotionalExpressionInformation11–7FunctionsofCommunication•Control(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.•Motivation(激励)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.11–8FunctionsofCommunication(cont’d)•EmotionalExpression(情绪表达)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.•Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.11–9InterpersonalCommunication(人际沟通)•Message(信息)Source:sender’sintendedmeaning•Encoding(编码)Themessageconvertedtosymbolicform•Channel(渠道)Themediumthroughwhichthemessagetravels•Decoding(解码)Thereceiver’sretranslationofthemessage•Noise(噪声)Disturbancesthatinterferewithcommunications11–10Exhibit11–1TheInterpersonalCommunicationProcess(人际沟通过程)11–11DistortionsinCommunications•MessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesender•TheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11–12DistortionsinCommunications(cont’d)•TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessage•ReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiver•FeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender11–13InterpersonalCommunicationMethods(人际沟通方法)•Face-to-face•Telephone•Groupmeetings(群体会议)•Formalpresentations(正式宣讲)•Memos(备忘录)•TraditionalMail(传统邮件)•Faxmachines(传真)•Employeepublications(刊物)•Bulletinboards(公告牌)•Audio-andvideotapes(录音带和录影带)•Hotlines(热线电话)•E-mail•Computerconferencing•Voicemail(语音邮件)•Teleconferences(电视电话会议)•Videoconferences(视频会议)11–14EvaluatingCommunicationMethods(评估沟通方法)•Feedback(反馈)•Complexitycapacity(容忍复杂性的能力)•Breadthpotential(宽度潜力)•Confidentiality(保密性)•Encodingease(编码容易度)•Decodingease(解码容易度)•Time-spaceconstraint(时空限制)•Cost(费用)•Interpersonalwarmth(人情味)•Formality(正式程度)•Scanability(信息可得性)•Timeconsumption(处理信息的时间)11–15Exhibit11–2ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.11–16InterpersonalCommunication(cont’d)•NonverbalCommunication(非言语沟通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢体语言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(语调):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.11–17InterpersonalCommunicationBarriers(人际沟通障碍)Defensiveness(防卫)NationalCultureEmotionsInformationOverloadInterpersonalCommunic