管理沟通的内涵和过程

ManagementCommunication管理沟通的内涵和过程Skillsrequiredforagoodmanager:1)technicalskills:theseskills,however,constantlychangeandcanbecomequicklyoutdated.Whatgetsyouinthedoorwon’tnecessarilygetyoupromoted.2)relatingskills:attheheartofwhatmanagementisabout:reading,writing,speaking,listeningandthinkingatthesametime.3)conceptualskills:tolookbeyondthedetailsoftoday’sworkassignmentandseethebiggerpicture.Butifyouhaven’tformedtherelationshipstohelpyougetpromoted,youmaynotbearoundlongenoughtohavethechancetouseyourconceptualskills.communicatingisthejob!One-on-oneconversationsTelephoneconversationsPresentationsPublicspeakingtolargeaudiencesWriting:theabilitytoputideasonpaperinaclear,unambiguousfashion.(remember:documentstakeonlivesoftheirown,recipientfreetodoasheseesfitwithyourwriting,evenusingitagainstyou.Soifill-consideredorexpressed)教学手段讲座课堂讨论角色扮演案例分析3A课程目标意识（Awareness）态度（Attitude）行动（Action）人生即沟通●人是社会关系的总和：父子、夫妻、同事、师生、商业伙伴等●人们之间关系的不平衡是绝对的●处理与调整关系的手段武力、法律、权威、沟通●沟通是调整关系最首要的、最普遍的手段一则故事：《名人交际失误》阿尔伯特:“谁?”女王:“我是女王.”阿尔伯特:“谁啊?”女王:“维多利亚.”阿尔伯特:“谁啊?”女王温柔地回答:“你的妻子.”Chapter1Introduction1.Agame:ChinesemurmurThiscourseisforyouifyouneedtospeakinamanagerial,business,government,orprofessionalcontext.大兔子，大肚子，大肚子的大兔子，要咬大兔子的大肚子。沟通不是万能的，但没有沟通却是万万不能的！沟通是管理的灵魂！沟通无处不在，无时不在！Prisoners’Dilemma(gametheory)Case:Twoprisoners,questionedinisolatedrooms,theonewhoconfessestheircrimesfirstwillbesentencedtoonly1yearinprison,theonewhorefusestoconfess,3years,butifbothdenytheircrimes,releasedrightaway.--Ifyouwereoneoftheprisoners,whatwouldyoudo?(remember:youcannotcommunicatewitheachother.)2.Prisoners’dilemma1+1=2Prisoner1Prisoner2AARR1+3=43+1=40+0=0Discussion(1)：BackgroundYouareagroupofastronauts.Yourlandingvehiclehasbrokendownandlanded200milesfromthemothershiponthemoon.Mostoftheequipmentiseitherdamagedorlostandthefollowingthingsaretheonlyoneslefttolastyouforthe200milestothesafety.However,amongallthesethings,youcanonlytake8withyou.Now,youhavetoreachaconsensusamongyourselvesandputtheminalistinorderofimportanceanddecideonthethingsyouaregoingtotakewithyou.你是一位宇航员，与另外几位宇航员驾驶一太空船飞向月球，原计划去与已经降落月球、作为基地的太空母船会合。然而，因机械故障，你们的太空船只能迫降在距离太空母船200英里之外的月球表面。降落时许多设备受到损坏，而为了生存你们必须充分利用未受损坏的装备自行到达太空母船。下面列出了15样未受损坏的物资和装备，请依据其重要性分别标出1-15，以供你们出发时酌其重要性决定取舍（比如，你们的体力只能带13件，就只好放弃另外两件）。Discussion(1)：Background序号物资和装备序号物资和装备⑴一盒火柴⑼星际图⑵压缩食品⑽自行充气的救生筏⑶50英尺尼龙绳⑾磁罗盘仪⑷丝质降落伞⑿5加仑水⑸太阳能携带式加热器⒀烟火信号枪⑹2支0.45口径手枪⒁含注射器的急救箱⑺1箱脱水牛奶⒂太阳能无线电收发器⑻2瓶大气氧气Discussion(1)：GroupCommunicationAfterfinishingself-judgement,yourgroupusesinformativeorpersuasivecommunicationsoastogetaccesstothecommondecision.Theturnof15thingsshouldtrytogeteveryone’sagreement.Attentions:--Nomatterinformative,orpersuasivecommunication,logicisthefundamental;--Don’tchangeyourideaonlytoavoidtheconflict;--Don’tmakedecisiononlytoabideby“theminorityandthemajority”ruleDiscussion(1)：序号物资和装备一组二组序号物资和装备一组二组⑴一盒火柴⑼星际图⑵压缩食品⑽自行充气的救生筏⑶50英尺尼龙绳⑾磁罗盘仪⑷丝质降落伞⑿5加仑水⑸太阳能携带式加热器⒀烟火信号枪⑹2支0.45口径手枪⒁含注射器的急救箱⑺1箱脱水牛奶⒂太阳能无线电收发器⑻2瓶大气氧气Whatdowelearnfromtheabovegames?Chinesemurmur:Prisoner’sdilemma:Adventureonthemoon:Weneedcommunicationtoavoidmisunderstanding.Weneedcommunicationtosurvive.Weneedcommunicationtogetthingsdoneinateam.Discussion(2)：Self-assessment¨Whatkeytechniques,youthink,decidethesuccessofyourcareer?¨Whatareyourcommunicationbarriersinyourjob?¨Whatarethemosteffectiveapproachestoimproveyourcommunicationskills?¨Whatdoyouwishtolearnmuchmoreinthiscourse?SignificanceofMCCo-ordinationrequirescommunication.whatisanorganization?Firstly,itconsistsofanumberofpeople.Secondly,itinvolvesinterdependence.Communicativecapabilityheavilyinfluencesyourcareerdevelopmenttosomeextent.HaroldKoontz(哈罗德·孔茨)：“管理就是设计和保持一种良好环境，使人在群体里高效率地完成既定目标。”HenriFoyol(亨利·法约尔):planning计划,organizing组织,coordinating协调,commanding领导,controlling控制HenryMintzberg(亨利·明兹伯格):“Verbalandwrittencontactsarethemanager’swork.”“Managersmustbeabletocommunicateeasilyandefficiently.”约翰·奈斯比特：“未来竞争将是管理的竞争，竞争的焦点在于每个社会组织内部成员之间及其与外部组织的有效沟通之上。”“Futurecompetitionwillbethecompetitionofmanagement,thefocusofwhichliesineffectivecommunicationbetweenmembersoftheinstitutionorbetweenthemembersandpeoplefromoutsidetheinstitution.”松下幸之助：“伟大的事业需要一颗真诚的心与人沟通。”乔丹与皮蓬：“我们两个人在场上的沟通相当重要，我们相互从对方眼神、手势、表情中获取对方的意图，于是我们传、切、突破、得分；但是，如果我们失去彼此间的沟通，那么公牛的末日来临了。”美国著名学府普林斯顿大学对一万份人事档案进行分析(survey)，结果发现：“智慧intelligence”、“专业技术expertise”和“经验”只占成功因素的25％，其余75％决定于良好的人际沟通。(accountsforonly25％oftheirsuccess.Therest75％comesfromgoodinterpersonalcommunicationskills.)哈佛大学就业指导小组1995年调查结果显示，在500名被解职的男女中，因人际沟通不良(miscommunication)而导致工作不称职者占82％。“三个臭皮匠，赛过一个诸葛亮”Survey:《新快报》2005.7.23----中国职业经理人与世界同行的差距在于他们的沟通技巧和能力。Communicativecapabilityheavilyinfluencesyourcareerdevelopmenttosomeextent.Conclusion:沟通是个人事业成功的重要因素只有与人良好的沟通，才能为他人所理解；只有与人良好的沟通，才能得到必要的信息；只有与人良好的沟通，才能获得他人的鼎力相助，正所谓“能此者大道坦然，不能此者孤帆片舟”。Whycommunicate?Itleadstogreatereffectiveness.Itkeepspeopleinthepicture.Itgetspeopleinvolvedwiththeorganizationandincreasesmotivationtoperformwell;increasescommitmenttotheorganization.Itmakesforbetterrelationshipsandunderstandingbetween:bossandsubordinate;colleagu