沟通策略讲义

WhatisMC?MCisthewholeprocessofthecommunicatorsendinginformationinexchangefortheaudience’sreactionandresponse.(sendinginformationtogetthingsdone)管理沟通是指沟通者为了获取沟通对象的反应和反馈而向对方传递信息的全部过程。Peopleoftenconfusetheactofcommunicatingwiththeprocessofcommunication.sentreceivedunderstoodCompliedReallyastraightline?图2.1AModelofMCStrategiesCommunicatorstrategy沟通者策略Audiencestrategy听众策略Messagestrategy信息策略Channelchoicestrategy渠道选择策略Culturestrategy文化策略三、管理沟通要素（ElementsofMC）沟通者Communicator(Whoisinitiatingaction?)听众Audience(positive,neutral,ornegative;keyorsecondaryaudiences)沟通目标CommunicationObjective(solvingproblem)环境Culturalcontext(internal&external)信息Message(Considerhowmuchinformationtheyneed,whatdoubtsthey’relikelytohave,howyourproposalwillbenefitthem?)媒介Channel（speak,write,call,E-mail,meet,fax,produceavideotape,orholdapressconference)反馈Response(Communicationisnotanact,butaprocess.)Successfulbusinesscommunicationdependsonansweringafewcrucialquestions:Haveyoumasteredandorganizedalltherelevantinformation?Haveyoutakenintoaccountthepersonalandorganizationalcontext?Haveyoudefinedaclear,achievableobjective?Haveyouconsideredtheneedsofyouraudiences?Haveyouexpressedyourselfasclearly,vividly,andforcefullyaspossible?Haveyouchosentherightcommunicationchannels?有效管理沟通的检核表你是否已经掌握并组织好沟通过程中所有相关的信息?你是否了解或掌握好了有关个体和组织的背景资料和环境状况?你是否明确要实现和能实现的目标?你是否清楚听众的需要?你是否清晰、生动和有说服力地表达你的观点?你是否选择了正确的沟通渠道?第一节沟通者策略WhoamI?WhyamIdoingthis?HowamIgoingtodoit?Case1：Youarefreshfromuniversityandnewinthecompany.Todayyouhavethehonortomakeaspeechonbehalfofthenewrecruitsatthewelcomemeetingwhichistobeattendedbyboththenewcomersandotherstaffmembersofthecompany,includingtheseniormanagement.Youarefullyawarethatthisspeechcouldbeextremelyimportantforyourfuturedevelopmentinthecompanyandyoucannotaffordtomakeanymistake.Butyouhavenevermadeaspeechonsuchabigoccasionandnowyouhavesweatypalmsandbutterfliesinyourstomach.Howwouldyouprepareforthisspeechandwhatquestionswouldyouaskaboutyourselftoensureasuccess?Discussion:Ex.1.AmIthesameinotherpeople’seyes?Objective：Discrepancyinperceptionofselfimage1.Inthisexerciseyouworkinsmallgroups(5-7).Eachpersonhasapencilandseveralsheetsofpaper;atthetopofeachsheeteachindividualwritesthenameofoneoftheothermembersofthegroup(includinghim/herself).2.Eachindividualthenwritesontherelevantsheetofpapereither:5personalattributes,or5strengths/weaknesseswhichhe/sheperceivesineachofthemembersofthegroup(includinghim/herself).3.Therelevantsheetsarethendistributedtoeachmemberofthegroup.4.Eachmemberinturnthenreadsout:(a)theperceptionsbyothersofhim/herself,andmayaskforclarificationwherenecessary;(b)his/herperceptionofhim/herself.5.Thegroupdiscussesthediscrepancyinperceptionwhichemerge,andthereasonsforthese.SelfimageofTeacherChen：真诚、关心别人、幽默、好表现自己，有点孩子气、做事有原则，平时说话不多，有时有点冷漠，有点忧郁，骨子里的浪漫（双鱼座）conclusion:Peopledon’talwaysseeyouthewayyouseeyourself.Ex.2.AmIagoodcommunicator?(1)评价标准：非常不同意/不符合（1分）不同意/不符合（2分）比较不同意/不符合（3分）比较同意/符合（4分）同意/符合（5分）非常同意／非常符合(6分)测试问题：1．Iconsidermyaudience’spersonalityandothercharacterswhenIgivethemopinionsandcomments.2．IhelpthemreflectontheirownproblemswhenItrytopersuade.3．ItrytobehonestevenwhenIgivethemnegativefeedback.4．Insteadofbeingpeople-oriented,Itrytobefact-orientedwhenItalkaboutproblemswithothers.5．ItrytobeobjectivewhenIcriticize.6．Ourrelationisnotunderminedaftertheproblemissolved.7．IencourageinmyaudienceasenseofselfesteemandrespectwhenIcommunicatewiththem.8．IshowsincereinterestinwhatpeoplesayevenifIdon’tagreewiththem.9．Idon’tshowarroganceorselfsuperioritytopeoplesubordinatetome.10．ItrytofindcommongroundswhenIcommunicatewithpeoplewithdifferentopinions.11．Itrytobeclearaboutmypointandavoidambiguitywhengivingfeedback;12．Itrytocommunicateinanequalandrespectfulmanner;13．Iuse“Ithink”insteadof“peoplethink”whengivingmyownopinions;14．Indiscussion,Itendtotellmyownunderstandingofthematterratherthanmakedirectsuggestionsoradvice;15．Iexchangeideaswithmyfriendsandcolleaguesonaregularorirregularbasis.SelfAssessment：Ifyouget：80一90youareanexcellentcommunicator;70—79youareabovetheaveragebutstillneedtoimproveincertainregards;70orlessyouneedgoodtrainingtobecomeagoodcommunicatorIdentifythe6itemswhereyouscorethelowestandworkonthemasyourkeytasksforthissection.！Ex.2.AmIagoodcommunicator?(1)评价标准：非常不同意／非常不符合(1分)不同意/不符合(2分)比较不同意／比较不符合(3分)比较同意／比较符合(4分)同意/符合(5分)非常同意／非常符合(6分)测试题：(1)Ifrequentlyexchangeideaswithothersaboutmyownstrengthsandweaknessesincommunication.(2)Idon’tfeeloffendedorangrywhenotherpeoplegivemenegativeopinionsorfeedback.(3)Iamwillingtorevealmyfeelingsandsharethemwithothers.(4)Iamclearaboutmypersonalstyleofcollectinginformationandmakingdecisions.(5)Iamclearaboutmypurposeanddemandswheninitiatingrelations.(6)Ihavegoodintuitionwhendealingwithambiguousoruncertainissues.(7)Ihaveasetofcodesandprinciplestoguideandregulatemybehavior.(8)Iamalwaysreadytotakedueresponsibilityforwhateverconfrontsme,beitgoodorbad.Ex.3.AmIagoodcommunicator?(2)(9)Iseldomfeelanger,depressionoranxietybeforeIknowthereason.(10)Iamclearaboutthereasonsforpossibleconflictsandfractionb