管理學(xué)-羅賓斯-9版-英文Robbinsfom913

Copyright?2019PearsonEducation,Inc.13-1Chapter13ManagingCommunicationandInformationLearningOutcomesDescribewhatmanagersneedtoknowaboutcommunicatingeffectively.Explainhowtechnologyaffectsmanagerialcommunication.Discusscontemporaryissuesincommunication.Copyright?2019PearsonEducation,Inc.13-2Copyright?2019PearsonEducation,Inc.13-313.1Definewhatmanagersneedtoknowaboutcommunicatingeffectively.EffectiveCommunicationCopyright?2019PearsonEducation,Inc.13-4 Communication: Atransferofunderstandingandmeaningfromonepersontoanother.

TheCommunicationProcessCopyright?2019PearsonEducation,Inc.13-5FactorsAffectingEncodingCopyright?2019PearsonEducation,Inc.13-6SkillAttitudesKnowledgeSocialculturalsystemCommunicationChannelsCopyright?2019PearsonEducation,Inc.13-7FormalchannelsInformalchannelsDecodingandFeedbackCopyright?2019PearsonEducation,Inc.13-8 Decoding: Translatingareceivedmessage. Feedback: Checkingtoseehowsuccessfullyamessagehasbeentransferred.Writtenvs.VerbalCommunicationDrawbacks:TimeconsumingDoesn’tlenditselftofeedbacklikeoralcommunicationCopyright?2019PearsonEducation,Inc.13-9AdvantagesTangible/verifiablePermanentrecordStoredforlaterreferenceWell-thoughtoutTheGrapevineCopyright?2019PearsonEducation,Inc.13-10NonverbalCuesCopyright?2019PearsonEducation,Inc.13-11CommunicationBarriersCopyright?2019PearsonEducation,Inc.13-12OvercomingCommunicationBarriersCopyright?2019PearsonEducation,Inc.13-13Copyright?2019PearsonEducation,Inc.13-1413.2Explainhowtechnologyaffectsmanagerialcommunication.TechnologyandCommunicationCopyright?2019PearsonEducation,Inc.13-15NetworkedcomputersystemsWirelesscapabilitiesNetworkedCommunicationCopyright?2019PearsonEducation,Inc.13-16NetworkedCommunicationApplicationsCopyright?2019PearsonEducation,Inc.13-17E-mailInstantmessaging(IM)Voice-mailFaxmachinesNetworkedCommunicationApplications(cont.)ElectronicDatainterchange(EDI)TeleconferenceandvideoconferencemeetingsOrganizationalintranetOrganizationalextranetInternet-basedvoice/videocommunicationCopyright?2019PearsonEducation,Inc.13-18WirelessCommunicationCopyright?2019PearsonEducation,Inc.13-19 Peopledon’tneedtobephysicallyattheofficetocommunicate,collaborate,andshareinformationwithmanagersandcolleagues.Copyright?2019PearsonEducation,Inc.13-2013.3Discusscontemporaryissuesincommunication.ContemporaryIssuesCopyright?2019PearsonEducation,Inc.13-21CommunicationmanagementinanInternetworldManagingtheorganization’sknowledgeresourcesCommunicatingwithcustomersGettingemployeeinputCommunicatingethicallyCommunicationinanInternetWorldCopyright?2019PearsonEducation,Inc.13-22LegalandsecurityissuesLackofpersonalinteractionLegalandSecurityIssuesCopyright?2019PearsonEducation,Inc.13-23ElectronicinformationispotentiallyadmissibleincourtSensitive,proprietaryinformationatriskPersonalInteractionCopyright?2019PearsonEducation,Inc.13-24

Socialmediacanminimizepersonalinteraction.KnowledgeManagement Cultivatingalearningcultureinwhichorganizationalmemberssystematicallygatherknowledgeandshareitwithothers.Copyright?2019PearsonEducation,Inc.13-25CustomerServiceCopyright?2019PearsonEducation,Inc.13-26 Threecomponentsinanyservicedeliveryprocess:CustomerServiceorganizationIndividualserviceproviderStrongServiceCultureCopyright?2019PearsonEducation,Inc.13-27

Findingoutwhatcustomerneedsare,meetingtheseneeds,andfollowinguptomakesurethoseneedsweremetsatisfactorily.EmployeeInputCopyright?2019PearsonEducation,Inc