北大光華組織與管理Week7-個體間行為.ppt

1、Chapter 11,MANAGERIAL COMMUNICATION AND INFORMATION TECHNOLOGY,11-1,Learning Objectives,You should learn to: Define communication Explain the interpersonal communication process Describe the factors on which the different communication methods can be evaluated, and on what the choice of communicatio

2、n method depends Tell how nonverbal communication affects managers,11-2,You should learn to: Explain the barriers to effective interpersonal communication and how to overcome them Contrast the different organizational communication flows and networks Describe two developments in information technolo

3、gy that have had a significant impact on managerial communication Discuss how information technology affects organizations,11-3,Learning Objectives,Why Communicate?,Motivate Control Information Emotional expression: social need,Understanding Managerial Communication,What is Communication? The transf

4、er and understanding of meaning if no information has been conveyed, communication has not occurred everything that a manager does involves communicating effective communication does not equal agreement ineffective communication is the basis for many managerial problems interpersonal communication -

5、 occurs between people organizational communication - all the patterns, networks, and systems of communication in an organization,11-5,Process Of Interpersonal Communication,Elements of the Process message - expresses the purpose of the communication encoding - converting the message in symbolic for

6、m affected by the skills, attitudes, and knowledge of the sender, and by the culture of the organization channel - medium for conveying the message decoding - retranslating symbols into a message affected by personal characteristics of the receiver noise - disturbances that interfere with the transm

7、ission, receipt, or feedback of a message message itself and channel can distort communications feedback also subject to same sources of noise,11-6,The Interpersonal Communication Process,Sender,11-7,Direction of Communication,Process Of Interpersonal Communication (cont.),Methods of Communicating I

8、nterpersonally a wide variety of communication methods exist choice of a method should reflect: the needs of the sender the needs of the receiver the attributes of the message the attributes of the channel,11-9,Evaluating Communication Methods,Feedback - how quickly can the receiver respond to the m

9、essage? Complexity capacity - can the method effectively process complex messages? Breadth potential - how many different messages can be transmitted using this method? Confidentiality - can communicators be reasonably sure their messages are received only by those intended? Encoding ease - can send

10、er easily and quickly use this channel? Decoding ease - can receiver easily and quickly decode messages? Time-space constraint - do senders and receivers need to communicate at the same time and in the same space? Cost - how much does it cost to use this method? Interpersonal warmth - how well does

11、this method convey interpersonal warmth? Formality - does this method have the needed amount of formality? Scanability - does this method allow the message to be easily browsed or scanned for relevant information? Time of consumption - does sender or receiver exercise the most control over when the

12、message is dealt with?,11-10,Comparison of Communication Methods,11-11,Process Of Interpersonal Communication (cont.),Methods of Communicating Interpersonally (cont.) nonverbal communication - communication without words types body language - gestures, facial expressions, and other body movements th

13、at convey meaning verbal intonation - emphasis someone gives to words or phrases that conveys meaning every oral communication is accompanied by a nonverbal message nonverbal component usually carries the greatest impact,11-12,Facial Expressions Convey Emotions,11-13,Barriers to Effective Interperso

14、nal Communication,Filtering - the deliberate manipulation of information to make it appear more favorable to the receiver upward communication is condensed by senders to avoid information overload by top-level receivers extent of filtering affected by: the number of vertical levels in the organizati

15、on culture of the organization Selective Perception - what people see and hear influenced by their attitudes, background, and experience,11-14,Perception Challenges: What do you see?,14-15,Barriers to Effective Interpersonal Communication,Emotions - interpretation of a message affected by the way th

16、e receiver feels extreme emotions likely to hinder effective communication Information Overload - information available exceeds processing capacity frequent complaint of executives,11-16,Barriers to Effective Interpersonal Communication,Barriers to Effective Communication (cont.) Defensiveness - beh

17、aviors that result from feeling threatened hinders effective communication Language - meaning of words differs among people with diverse backgrounds jargon - specialized terminology used by a group even those who speak the same language may use it quite differently National Culture - cultural values

18、 affect the way people communicate individualism versus collectivism,11-17,Communication Barriers and Cultural Context,High-vs.Low-Context Cultures,Communication Barriers Between Men and Women,Men talk to: Emphasize status, power, and independence. Complain that women talk on and on. Offer solutions

19、. To boast about their accomplishments.,Women talk to: Establish connection and intimacy. Criticize men for not listening. Speak of problems to promote closeness. Express regret and restore balance to a conversation.,Overcoming the Barriers,Use Feedback - ask a set of questions about a message to de

20、termine whether it was understood as intended ask receivers to restate the message in their own words Simplify Language - tailor the language to the audience for whom the message is intended jargon can facilitate understanding when used in appropriate groups Listen Actively - listen for full meaning

21、 restrain premature judgments or interpretations enhanced by developing empathy with sender,11-21,Active Listening Behaviors,11-22,Process Of Interpersonal Communication (cont.),Overcoming Communication Barriers (cont.) Constrain Emotions - emotions severely cloud and distort the transference of mea

22、ning refrain from communicating until one regains her/his composure Watch Nonverbal Cues - actions should be aligned with words nonverbal message should reinforce verbal message,11-23,Organizational Communication,Formal Communication communication that follows the official chain of command or is com

23、munication required to do ones job takes place within prescribed organizational work arrangements Informal Communication not defined by the organizations structural hierarchy fulfills two purposes permits employees to satisfy their needs for social interaction creates alternative, and frequently fas

24、ter and more efficient, channels of communication,11-24,Organizational Communication (cont.),Direction of Communication Flow Downward - flows from a manager to subordinates used to inform, direct, coordinate, and evaluate employees Upward - flows from subordinates to managers keeps managers aware of

25、 employees feelings source for ideas on improving operations amount of upward communication affected by the culture of the organization trust and empowerment increase upward flow mechanistic and authoritarian environment decrease upward flow,11-25,Organizational Communication (cont.),Direction of Co

26、mmunication Flow (cont.) Diagonal - cuts across both work areas and organizational levels benefits efficiency and speed e-mail facilitates diagonal communication,11-26,Organizational Communication Networks,Organizational Communication Networks combination of vertical and horizontal flows into a vari

27、ety of patterns Types of Networks chain - communication flows according to the formal chain of command wheel - flows between a clearly identifiable and strong leader and others in a work group or team all-channel - flows freely among all members of a work team no single network is best for all situa

28、tions,11-27,Three Common Organizations Communication Networks and How They Rate on Effectiveness Criteria,11-28,Organizational Communication (cont.),Organizational Communication Networks (cont.) Grapevine - an informal network that is active in almost every organization important source of informati

29、on identifies issues that employees consider important and anxiety producing can use the grapevine to disseminate important information grapevine cannot be abolished rumors can never be eliminated entirely,11-29,Passing The Word,1。讓人怕 2。讓人愛 3。啥都知道 4。長舌婦；少說有用，多說無益 5。看誰說（可信度） 6。說什么（與工作有關(guān)無關(guān)） 7。哥們會幫我 8。

30、關(guān)系好的標(biāo)志之一是耳語，嚼舌頭有益形象 9。培養(yǎng)健康的組織文化，杜絕小道消息,建議,不傳播小道消息，遠離長舌婦 多做喜鵲，少做烏鴉 說好話可以背后說 壞消息一定要當(dāng)面說,Understanding Information Technology,How Technology Affects Managerial Communication information technology has changed organizational communication disseminates more complete information provides more opportunities

31、 for collaboration employees are fully accessible Networked Computer Systems - linking computers through compatible hardware and software e-mail - instantaneous transmission of written messages,11-32,Understanding Information Technology (cont.),Effect of Technology (cont.) Networked Computer Systems

32、 - (cont.) instant messaging (IM) - interactive real-time communication requires groups to be logged on the computer network at the same time leaves network open to security breaches IM software is currently incompatible with important business applications software voice-mail - digitizes a spoken m

33、essage transmits message over the network stores the message for later retrieval,11-33,Understanding Information Technology (cont.),Effect of Technology (cont.) Networked Computer Systems (cont.) Fax - allows transmission of documents containing both text and graphics over ordinary telephone lines E

34、lectronic data interchange (EDI) - permits the exchange of standard business transaction documents Teleconferencing - permits simultaneous conferral using telephone or e-mail group communications software videoconferencing - participants can see each other,11-34,Understanding Information Technology

35、(cont.),Effect of Technology (cont.) Networked Computer Systems (cont.) Intranet - Internet technology that links organizational employees Extranet - Internet technology that links an organization with customers and suppliers Internet-based voice communication - allows users to talk with each other Wireless Capabilities - depends on signals sent through space without any physical connection based on microwave signals, satellites, radio waves, or infrared light rays,11-35,Understanding Information Technology (cont.),