Communication演讲课件（PPT47页)

CommunicationToPersuadeotherpeopletothinkoractinthewaywedo沟通从心开始----中国移动Makeyourselfheard理解就是沟通----爱立信CommunicationUnlimited!沟通无极限----摩托罗拉TheDefinitionofcommunicationCharacteristicsofCommunicationBehaviorsforEffectiveInterpersonalCommunicationComponentsofcommunicationFunctionsofCommunicationTheDefinitionofcommunication:CommunicationisderivedfromtheLatinword'communicare’,meaningtosharewithortomakecommon,sowhenwecommunicateweshareourthoughts,hopes,andknowledgewithothers.Communicationisaformofhumanbehaviorderivedfromaneedtoconnectandinteractwithotherhumanbeings.100,000yearsago----facialexpressions,exclamations（大叫）andnoisesBasicsofhumancommunication30,000yearsago----Cavepaintings20,000yearsago----aspeakablelanguage5,000yearsago----theuseofsymbolsandscriptComponentsofcommunication沟通的构成要素componentsofcommunication?ComponentsofCommunicationsenderencodingcontextreceiverdecodingfeedbackchannelmessagenoiseComponentsofcommunicationSender/Source（信息源）Asender/sourceisthepersonwhotransmitsamessage.Message（信息）Amessageisanysignalthattriggerstheresponseofareceiver.Encoding（编码）Encodingreferstotheactivityduringwhichthesendermustchoosecertainwordsornonverbalmethodstosendanintentionalmessage.Decoding（解码）Decodingistheactivityduringwhichthereceiverattachesmeaningtothewordsorsymbolshe/shehasreceived.Receiver（信息接收者）Areceiverisanypersonwhonoticesandgivessomemeaningtoamessage.Channel/Medium（渠道）Channel/Mediumisthemethodusedtodeliveramessage.Context（情境）Thesettingorsituationiscalledacontext.Noise（干扰）Noiseisatermusedforfactorsthatinterferewiththeexchangeofmessages,includingexternalnoise，physiologicalnoise,psychologicalnoiseandsemanticnoise.Noiseisinevitable.Feedback（反馈）Theresponseofareceivertoasender’smessageiscalledfeedback.VerbalCommunication语言信息沟通WORDS言语=7%Keepitsimple保持简要Explainand/orprovideanexample解释或举例，或二者都做Useclear,directwords使用清楚，直截了当的语言Respectyourlisteners尊重你的听众Repeatyourmainidea重复你的主要观点Checkforunderstanding检查理解情况VisualCommunication视觉沟通=55%EyeContact目光接触Posture身体的姿势Gestures手势动作FacialExpression面部表情VocalCommunication声觉沟通=38%Variety变化Quality音质Rate语速Volume音量VocalizedPauses顿音TheImpactofNonverbalCommunication非言语沟通的作用VOCAL声觉38%VISUAL视觉55%VERBAL言语7%CharacteristicsofCommunication沟通的特点CharacteristicsofCommunicationCONTEXTUALSYSTEMATICTRANSACTIONALSELF-REFLECTIVESYMBOLICIRREVERSIBLEDYNAMICCOMMUNICATIONIS…a.Communicationisdynamic（动态的）Communicationisanongoingactivity.Itisnotfixed.Awordoractiondoesnotstayfrozenwhenyoucommunicate;itisimmediatelyreplacedwithyetanotherwordoraction.(交际就像是一部动画，而不是图片）b.Communicationissystematic（系统性的）Communicationdoesnotoccurinisolationorinavacuum,butratherispartofalargersystem.Wesendandreceivemessagesnotinisolation,butinaspecificsetting.(场景，场所，场合，参加的人数等）Settingandenvironmenthelpdeterminethewordsandactionswegenerate.Dress,language,topicselection,andthelikearealladaptedtocontext.c.Communicationissymbolic符号性的）Symbolsarecentraltothecommunicationprocessbecausetheyrepresentthesharedmeaningsthatarecommunicated.Asymbolisaword,action,orobjectthatstandsfororrepresentsaunitofmeaning.d.Communicationisirreversible（不可逆转的）Communicationisanirreversibleprocess.Wecanneverundowhathasalreadybeendone.Althoughwemaytrytoqualify,negate,orsomehowreducetheeffectsofourmessage,onceithasbeensentandreceived,themessageitselfcannotbereversed.e.Communicationistransactional（交互式的）Atransactionalviewholdsthatcommunicatorsaresimultaneouslysendingandreceivingmessagesateveryinstantthattheyareinvolvedinconversations.f.Communicationisself-reflective（自省的）Humanbeingshaveauniqueabilitytothinkaboutthemselves,towatchhowtheydefinetheworld,andtoreflectontheirpast,present,andfuture.G.Communicationiscontextual（情境的）Allcommunicationtakesplacewithinasettingorsituationcalledacontext.Bycontext,wemeantheplacewherepeoplemeet,thesocialpurposeforbeingtogether,andthenatureoftherelationship.Thusthecontextincludesthephysical,social,andinterpersonalsettings.BehaviorsforEffectiveInterpersonalCommunicationSixBehaviorsforEffectiveInterpersonalCommunicationHonestyOpenness（selfdisclosure）EmpathyPositivenessSupportivenessEqualityHonestyHonesty,thequalityofbeinghonest,whenappliedtoaninterpersonalcommunicationevent,impliesfreedomfromdeceitorfraud.Honestymaysometimesrequireenormouswisdomandcourage.Honestyincludesbothattitudeandbehavior.Boththeattitude,orpredispositiontobehavehonestly,andthebehaviorareentirelyamatterofchoice.We’renotfullyhonestwitheachother.OpennessSelf-disclosure,revealingone’sthinking,feelings,andbeliefstoanother.Successfulinterpersonalcommunicationischaracterizedbytherightamountandtherightkindofself-disclosureintherighttime.Themoreyouknowaboutsomeone,thefewerfalseassumptionsyouarelikelytomakeaboutthatperson.TheJohariWindowOpenKnowntoothersHiddenBlindUnknownNotknowntoselfKnowntoselfNotknowntoothersTheJohariWindowOpenKnowntoothersHiddenBlindUnknownNotknowntoselfKnowntoselfNotknowntoothersEmpathyEmpathyreferstosupportivebehaviorthatischaracterizedbyidentificationwiththeexperiences,feelings,andproblemsofothers,andwiththeaffirmationofth