管理學(xué)課件第章管理溝通與信息技術(shù)Communicaiona

ninth

editionSTEPHEN

P.

ROBBINSPowerPoint

Presentation

by

Charlie

CookThe

University

of

West

AlabamaMARY

COULTERCommunicationand

InformationTechnologyChapter112L

E

A

R

N

I

N

G O

U

T

L

I

N

EFollow

this

Learning

Outline

as

you

read

and

study

this

chapter.Understanding

CommunicationsDifferentiate

between

interpersonal

and

organizationalcommunication.Discuss

the

functions

of

communication.The

Process

of

Interpersonal

CommunicationsExplain

all

the

components

of

the

communication

process.List

the

communication

methods

managers

might

use.Describe

nonverbal

communication

and

how

it

takes

place.Explain

the

barriers

to

effective

interpersonalcommunication

and

how

to

overcome

them.3L

E

A

R

N

I

N

G O

U

T

L

I

N

E

(cont’d)Follow

this

Learning

Outline

as

you

read

and

study

this

chapter.Organizational

CommunicationExplain

how

communication

can

flow

in

an

organization.Describe

the

three

common

communication

networks.Discuss

how

managers

should

handle

the

grapevine.Understanding

Information

TechnologyDescribe

how

technology

affects

managerialcommunication.Define

e-mail,

instant

messaging,

blogs

and

wikis,

voice-mail,

fax,

EDI,

teleconferencing,

videoconferencing,

webconferencing,

intranet,

and

extranet.Explain

how

information

technology

affects

organizations.4L

E

A

R

N

I

N

G O

U

T

L

I

N

E

(cont’d)Follow

this

Learning

Outline

as

you

read

and

study

this

chapter.Communication

Issues

in

Today’s

OrganizationDiscuss

the

challenges

of

managing

communication

in

anInternet

world.Explain

how

organizations

can

manage

knowledge.Explain

why

communicating

with

customers

is

animportant

managerial

issue.Explain

how

political

correctness

is

affectingcommunication.5What

Is

Communication?Communication(溝通)The

transfer

and

understanding

of

meaning(意思的傳遞和理解).Transfer

means

the

message

was

received

in

a

form

that

canbe

interpreted

by

the

receiver.Understanding

the

message

is

not

the

same

as

the

receiveragreeing

with

the

message.Interpersonal

Communication(人際溝通)Communication

between

two

or

more

peopleOrganizational

Communication(組織溝通)All

the

patterns,

network,

and

systems

of

communicationswithin

an

organizationFour

Functions

of

Communication(溝通

的功能)Functions

ofCommunicationControl6MotivationEmotionalExpressionInformation7Functions

of

CommunicationControl(控制)Formal

and

informal

communications

act

to

controlindividuals’

behaviors

in

organizations.Motivation(激勵(lì))Communications

clarify

for

employees

what

istodone,

how

well

they

have

done

it,

and

what

can

bedone

to

improve

performance.8Functions

of

Communication

(cont’d)Emotional

Expression(情緒表達(dá))Social

interaction

in

the

form

of

work

groupcommunications

provides

a

way

for

employees

toexpress

themselves.Information(信息)Individuals

and

work

groups

need

information

to

makedecisions

or

to

do

their

work.9Interpersonal

Communication(人際溝通)Message(信息)Source:

sender’s

intended

meaningEncoding(編碼)The

message

converted

to

symbolic

formChannel(渠道)The

medium

through

which

the

message

travelsDecoding(解碼)The

receiver’s

retranslation

of

themessageNoise(噪聲)Disturbances

that

interfere

with

communicationsExhibit

11–1 The

Interpersonal

Communication

Process(人際溝通過(guò)程)10DistortionsinCommunicationsMessage

EncodingTheeffect

of

theskills,

attitudes,andknowledgeofthesender

on

theprocess

ofencoding

themessageThe

social-culturalsystem

ofthe

senderThe

MessageSymbols

used

toconvey

the

message’smeaningThe

content

ofthe

message

itselfThe

choiceof

message

formatNoiseinterfering

with

the

message11Distortions

inCommunications(con’dt’)The

ChannelThe

sende’sr’choiceoftheappropriatechannelormultiple

channels

for

conveying

themessageReceiverThe

effectof

skills,

attitudes,

and

knowledgeofthe

receiver

ontheprocess

ofdecodingthemessageThe

social-culturalsystem

ofthe

receiverFeedback

LoopCommunication

channel

distortions

affectingthe

returnmessage

from

receiver

tosender12Interpersonal

Communication

Methods(人際溝

通方法)Face-to-faceTelephoneGroupmeetings(群體會(huì)議)Formal

presentations(正式宣講)Memos(備忘錄)Traditional

Mail(傳統(tǒng)郵件)Fax

machines(傳真)Employee

publications(刊物)Bulletin

boards(公告牌)Audio-andvideotapes(錄音帶和錄影帶)Hotlines(熱線(xiàn)電話(huà))E-mailComputer

conferencingVoicemail(語(yǔ)音郵件)Teleconferences(電視電話(huà)會(huì)議)Videoconferences(視頻會(huì)議)1314EvaluatingCommunicationMethods(評(píng)估溝通方法

法)Feedback(反饋)Complexitycapacity(容忍

復(fù)雜性的能力)Breadth

potential(寬度潛

力)Confidentiality(保密性)Encoding

ease(編碼容易

度)Decoding

ease(解碼容易

度)Time-spaceconstraint(時(shí)空

限制)Cost(費(fèi)用)Interpersonal

warmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(處理信息

的時(shí)間)Exhibit

11––2Comparison

of

CommunicationMethodsNote:Ratings

are

ona

1–5scale

where

1=

high

and5

=low.Consumptiontime

refers

towhocontrolsthereception

of

communication.

S/Rmeans

thesender

and

receivershare

control.15Source:P.

G.Clampitt,CommunicatingforManagerial

Effectiveness(NewburyPark,CA:Sage

Publications,1991),p.136.Interpersonal

Communication

(cont’d)NonverbalCommunication(非言語(yǔ)溝通)Communication

that

is

transmitted

withoutwords.Soundswithspecific

meanings

orwarningsImagesthatcontrol

orencouragebehaviorsSituational

behaviorsthatconveymeaningsClothing

and

physicalsurroundingsthatimplystatusBodylanguage(肢體語(yǔ)言):gestures,facialexpressions,andotherbodymovementsthatconvey

meaning.16Interpersonal

Communication

Barriers(人際溝

通障礙)Defensiveness(防衛(wèi))NationalCultureEmotionsInformationOverloadInterpersonalCommunicationLanguageFiltering17Barriers

to

EffectiveInterpersonalCommunicationFiltering(過(guò)濾)The

deliberatemanipulation

ofinformationtomakeit

appearmorefavorableto

the

receiver.Emotions(情緒)Disregarding

rationalandobjectivethinkingprocessesandsubstituting

emotional

judgments

wheninterpretingmessages.Information

Overload(信息超載)Beingconfronted

with

a

quantity

ofinformationthat

exceedsan

individual’s

capacityto

process18Barriers

to

EffectiveInterpersonalCommunication(con’dt’)Defensiveness(防衛(wèi))Whenthreatened,

reactingin

awaythatreducesthe

abilityto

achievemutual

understanding.Language(語(yǔ)言)The

different

meanings

ofandspecialized

ways(jargon)in

whichsenders

use

words

can

causereceivers

tomisinterpret

theirmessages.National

Culture(民族文化)Culture

influences

the

form,formality,openness,patterns

and

useofinformation

incommunications.19OvercomingtheBarriers

to

EffectiveInterpersonalCommunications(克服溝通障礙)Use

FeedbackSimplify

LanguageListen

ActivelyConstrainEmotionsWatchNonverbalCues20Exhibit

11––3ActiveListeningBehaviors(積極傾聽(tīng)者的行為)Source:Basedon

P.L.

Hunsaker,Training

in

ManagementSkills(Upper

Saddle

River,NJ:Prentice

Hall,2001).21Typesof

Organizational

CommunicationFormal

Communication(正式溝通)Communication

that

follows

theofficialchainofcommand

oris

part

ofthecommunicationrequired

todoone’sjob.Informal

Communication(非正式溝通)Communication

that

is

notdefined

bytheorganization’shierarchy.Permits

employees

tosatisfy

theirneedforsocialinteraction.Can

improve

anorganization’sperformancebycreating

fasterandmoreeffectivechannelsofcommunication.22Communication

FlowsLateralDiagonalDownwardUpwar23d24Directionof

Communication

FlowDownward(下行)Communications

thatflowfrom

managers

toemployeesto

inform,

direct,

coordinate,

andevaluateemployees.Upward(上行)Communications

thatflowfrom

employeesup

tomanagers

to

keep

themaware

ofemployeeneedsandhowthings

can

be

improved

tocreatea

climate

oftrustandrespect.25Direction

ofCommunication

Flow(cont’d)Lateral(Horizontal)Communication(水平溝通)Communication

that

takesplaceamongemployees

on

the

samelevelintheorganizationtosavetime

andfacilitatecoordination.DiagonalCommunication(斜向溝通)Communication

that

cutsacrossbothworkareas

and

organizationallevelsintheinterestofefficiency

and

speed.26Types

ofCommunication

Networks(溝通網(wǎng)絡(luò)的類(lèi)型)Chain

Network(鏈?zhǔn)?Communication

flowsaccordingtotheformalchain

ofcommand,

both

upwardand

downward.Wheel

Network(輪式)Allcommunication

flowsin

and

out

through

thegroupleader(hub)

toothersin

the

group.All-ChannelNetwork(全通道式)Communications

flowfreelyamongallmembersoftheworkteam.Exhibit11–4Three

Common

OrganizationalCommunicationNetworksandHowTheyRate

onEffectiveness

Criteria27TheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthat

isactivein

almosteveryorganization.Providesa

channel

for

issues

not

suitable

forformal

communicationchannels.Theimpact

of

information

passedalong

thegrapevinecanbecountered

byopen

andhonestcommunication

withemployees.28Understanding

Information

TechnologyBenefitsofInformationTechnology

(IT)(信息技術(shù)的的好處)Increased

abilitytomonitorindividualandteamperformanceBetter

decisionmaking

basedonmorecompleteinformationMorecollaboration

andsharingof

informationGreateraccessibilitytocoworkers29InformationTechnology

(con’dt’)Networked

ComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationand

informationsharing.E-mailInstantmessaging

(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing30InformationTechnology

(con’dt’)TypesofNetworkSystemsIntranet(內(nèi)部網(wǎng)絡(luò))AninternalnetworkthatusesInternet

technology

andisaccessibleonlytoemployees.Extranet(外部網(wǎng)絡(luò))Aninternalnetworkthatuses

Internettechnology

andallowsauthorizedusersinsidetheorganizationtocommunicatewith

certainoutsiderssuchascustomers

andvendors.31HowIT

Affects

Organization(信息技術(shù)如何影響組

組織溝通)Removestheconstraintsof

timeanddistanceAllows

widely

dispersedemployees

toworktogether.ProvidesforthesharingofinformationIncreases

effectivenessandefficiency.Integrates

decisionmaking

and

workProvidesmore

complete

informationandparticipationforbetterdecisions.Createsproblemsofconstantaccessibility

toemployeesBlurs

the

line

between

workandpersonallives.32CurrentCommunication

IssuesManagingCommunication

in

anInternet

World(管

理互聯(lián)網(wǎng)世界中的溝通)Legal

andsecurity

issues(法律和安全問(wèn)題)Inappropriateuseofcompanye-mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers.乏)-交往往往往的的的的缺缺缺缺easfface-ace-tto-oLackofpersonalinteraction(人際Beingconnectedisnotthesamefacecontact.Difficultiesoccurinachievingunderstandinga33CurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasaval