將信息轉(zhuǎn)化為信號(hào)形式

Chapter12MANAGERIALCOMMUNICATIONANDINFORMATIONTECHNOLOGY11-11LearningObjectivesYoushouldlearnto:1,Definecommunicationandexplainwhyitisimportanttomanagers.2,Explaintheinterpersonalcommunicationprocess3,Tellhownonverbalcommunicationaffectsmanagers4,Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem5,Contrastthedifferentorganizationalcommunicationflowsandnetworks6,Discusshowinformationtechnologyaffectscommunication11-22UnderstandingManagerialCommunication1,Definecommunicationandexplainwhyitisimportanttomanagers.Communication:thetransferandunderstandingofmeaning,ifinformationhasn’tbeenconveyed,communicationhasnotoccurred.Importance:--everythingthatamanagerdoesinvolvescommunicating--effectivecommunicationdoesnotequalagreement--ineffectivecommunicationisthebasisformanymanagerialproblemsinterpersonalcommunication-occursbetweenpeopleorganizationalcommunication-allthepatterns,networks,andsystemsofcommunicationinanorganization11-332,ProcessOfInterpersonalCommunicationElementsoftheProcessmessage-expressesthepurposeofthecommunicationencoding編碼-convertingthemessageintosymbolicform

將信息轉(zhuǎn)化為信號(hào)形式affectedbytheskills,attitudes,andknowledgeofthesender,andbythecultureoftheorganizationchannel-mediumforconveyingthemessagedecoding-retranslatingsymbolsintoamessageaffectedbypersonalcharacteristicsofthereceivernoise-disturbancesthatinterferewiththetransmission,receipt,orfeedbackofamessagemessageitselfandchannelcandistortcommunicationsfeedbackalsosubjecttosamesourcesofnoise反饋信息也面臨失真的問題11-44TheInterpersonalCommunicationProcessSenderMessageMediumReceiverEncodingNoiseFeedbackMessageDecoding11-553,MethodsofCommunicatingInterpersonally

nonverbalcommunication-communicationwithoutwordstypesbodylanguage-gestures,facialexpressions,andotherbodymovementsthatconveymeaningverbalintonation-emphasissomeonegivestowordsorphrasesthatconveysmeaningeveryoralcommunicationisaccompaniedbyanonverbalmessagenonverbalcomponentusuallycarriesthegreatestimpact11-66FacialExpressionsConveyEmotions11-774,Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem1)Filtering過濾-thedeliberatemanipulation操縱ofinformationtomakeitappearmorefavorabletothereceiverupwardcommunicationiscondensed濃縮bysenderstoavoidinformationoverloadbytop-levelreceiversextentoffilteringaffectedby:thenumberofverticallevelsintheorganizationcultureoftheorganization2)SelectivePerception選擇性理解-whatpeopleseeandhearinfluencedbytheirattitudes,background,andexperience11-88ProcessOfInterpersonalCommunication(cont.)BarrierstoEffectiveInterpersonalCommunication(cont.)3)Emotions

-interpretationofamessageaffectedbythewaythereceiverfeelsextremeemotionslikelytohindereffectivecommunication4)InformationOverload

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informationavailableexceedsprocessingcapacityfrequentcomplaintofexecutives經(jīng)理人員11-99BarrierstoEffectiveCommunication(cont.)5)Defensiveness防衛(wèi)-behaviorsthatresultfromfeelingthreatened感到受到威脅時(shí)做出的行為hinderseffectivecommunication6)Language-meaningofwordsdiffersamongpeoplewithdiversebackgroundsjargon行話-specializedterminologyusedbyagroupeventhosewhospeakthesamelanguagemayuseitquitedifferently7)NationalCulture-culturalvaluesaffectthewaypeoplecommunicate11-1010OvercomingtheBarrierstoEffectiveInterpersonalCommunication

1）UseFeedback-askasetofquestionsaboutamessagetodeterminewhetheritwasunderstoodasintended故意地askreceiverstorestatethemessageintheirownwords2）SimplifyLanguage簡化用語-tailorthelanguagetotheaudienceforwhomthemessageisintendedjargoncanfacilitateunderstandingwhenusedinappropriategroups3）ListenActively-listenforfullmeaningrestrainprematurejudgmentsorinterpretationsenhancedbydevelopingempathywithsender發(fā)展對(duì)信息發(fā)送者的共鳴11-1111ActiveListeningBehaviorsParaphraseDon’tovertalkBeempathetic(putyourfeeling)MakeeyecontactExhibitaffirmativeheadnodsandappropriatefacialexpressionsActiveListeningAvoiddistractingactionsorGestures避免分心的舉動(dòng)或手勢AvoidinterruptingthespeakerAskquestions11-1212OvercomingCommunicationBarriers(cont.)4）ConstrainEmotions–whenemotionsdespair,distortthetransferenceofmeaningrefrainfrom制止communicatinguntiloneregainsher/hiscomposure暫停進(jìn)一步的溝通直至恢復(fù)平靜5）WatchNonverbalCues注意非言語提示-actionsshouldbealignedwithwordsnonverbalmessageshouldreinforceverbalmessage11-13135,ContrastthedifferentorganizationalcommunicationflowsandnetworksFormalCommunicationcommunicationthatfollowstheofficialchainofcommandoriscommunicationrequiredtodoone’sjobtakesplacewithinprescribedorganizationalworkarrangements發(fā)生于組織中既定的工作安排場合的溝通InformalCommunicationnotdefinedbytheorganization’sstructuralhierarchyfulfillstwopurposespermitsemployeestosatisfytheirneedsforsocialinteractioncreatesalternative,andfrequentlyfasterandmoreefficient,channelsofcommunication11-1414OrganizationalCommunication(cont.)DirectionofCommunicationFlowDownward下行溝通-flowsfromamanagertosubordinatesusedtoinform,direct,coordinate,andevaluateemployeesUpward上行溝通-flowsfromsubordinatestomanagerskeepsmanagersawareofemployees’feelingssourceforideasonimprovingoperationsdegreeofupwardcommunicationaffectedbythecultureoftheorganizationtrustandempowermentincreaseupwardflowmechanisticandauthoritarianenvironmentdecreaseupwardflow11-1515OrganizationalCommunication(cont.)DirectionofCommunicationFlow(cont.)Diagonal斜向溝通-cuts溝通acrossbothworkareasandorganizationallevelsbenefitsefficiencyandspeed有益于效率和速度e-mailfacilitatesdiagonalcommunication11-1616OrganizationalCommunicationNetworksOrganizationalCommunicationNetworkscombinationofverticalandhorizontalflowsintoavarietyofpatternsTypesofNetworkschain鏈?zhǔn)?communicationflowsaccordingtotheformalchainofcommandwheel輪式-flowsbetweenaclearlyidentifiableandstrongleaderandothersinaworkgrouporteamall-channel全通道式-flowsfreelyamongallmembersofaworkteamnosinglenetworkisbestforallsituations11-1717ThreeCommonOrganizationsCommunicationNetworksandHowTheyRateonEffectivenessCriteria11-1818OrganizationalCommunication(cont.)grapevine小道消息-aninformalnetworkthatisimportantinalmosteveryorganizationimportantsourceofinformationidentifiesissuesthatemployeesconsiderimportantandanxietyproducingcanusethegrapevinetodisseminate傳播importantinformationgrapevinecannotbeabolished杜絕rumors謠言canneverbeeliminatedentirely11-1919

6,HowTechnologyAffectsManagerialCommunicationinformationtechnologyhaschangedorganizationalcommunicationdisseminatesmorecompleteinformationprovidesmoreopportunitiesforcollaborationemployeesarefullyaccessible可聯(lián)系的NetworkedComputerSystems-linkingcomputersthroughcompatiblehardwareandsoftwaree-mail-instantaneoustransmissionofwrittenmessages書面信息的瞬間傳遞方式11-2020NetworkedComputerSystems-(cont.)instantmessaging(IM)即時(shí)信息-interactivereal-timecommunication互動(dòng)的實(shí)時(shí)溝通requiresgroupstobeloggedonthecomputernetworkatthesametimeleavesnetworkopentosecuritybreaches.(打破)開放性帶來了網(wǎng)絡(luò)安全問題IMsoftwareiscurrentlyincompatiblewithimportantbusinessapplicationssoftware即時(shí)信息軟件與重要的商業(yè)應(yīng)用軟件并不兼容voice-mail-digitizesaspokenmessagetransmitsmessageoverthenetworkstoresthemessageforlaterretrieval使用11-2121NetworkedComputerSystems(cont.)Fax-allowstransmissionofdocumentsco