管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件名師優(yōu)質(zhì)課賽課一等獎(jiǎng)市公開課獲獎(jiǎng)?wù)n件

CommunicationandInformationTechnologyChapter

11第1頁(yè)LEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.第2頁(yè)2LEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization.Describethethreecommoncommunicationnetworks.Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication.Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.Explainhowinformationtechnologyaffectsorganizations.第3頁(yè)3LEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.第4頁(yè)4WhatIsCommunication?Communication(溝通)Thetransferandunderstandingofmeaning(意思傳遞和了解).Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.InterpersonalCommunication(人際溝通)CommunicationbetweentwoormorepeopleOrganizationalCommunication(組織溝通)Allthepatterns,network,andsystemsofcommunicationswithinanorganization第5頁(yè)5FourFunctionsofCommunication(溝通功效)Functionsof

CommunicationControlMotivationEmotional

ExpressionInformation第6頁(yè)6FunctionsofCommunicationControl(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.Motivation(激勵(lì))Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.第7頁(yè)7FunctionsofCommunication(cont’d)EmotionalExpression(情緒表示)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.第8頁(yè)8InterpersonalCommunication(人際溝通)Message(信息)Source:sender’sintendedmeaningEncoding(編碼)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解碼)Thereceiver’sretranslationofthemessageNoise(噪聲)Disturbancesthatinterferewithcommunications第9頁(yè)9Exhibit11–1 TheInterpersonalCommunicationProcess(人際溝經(jīng)過程)第10頁(yè)10DistortionsinCommunicationsMessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage第11頁(yè)11DistortionsinCommunications(cont’d)TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender第12頁(yè)12InterpersonalCommunicationMethods(人際溝通方法)Face-to-faceTelephoneGroupmeetings(群體會(huì)議)Formalpresentations(正式宣講)Memos(備忘錄)TraditionalMail(傳統(tǒng)郵件)Faxmachines(傳真)Employeepublications(刊物)Bulletinboards(公告牌)Audio-andvideotapes(錄音帶和錄影帶)Hotlines(熱線電話)E-mailComputerconferencingVoicemail(語音郵件)Teleconferences(電視電話會(huì)議)Videoconferences(視頻會(huì)議)第13頁(yè)13EvaluatingCommunicationMethods(評(píng)定溝通方法)Feedback(反饋)Complexitycapacity(容忍復(fù)雜性能力)Breadthpotential(寬度潛力)Confidentiality(保密性)Encodingease(編碼輕易度)Decodingease(解碼輕易度)Time-spaceconstraint(時(shí)空限制)Cost(費(fèi)用)Interpersonalwarmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(處理信息時(shí)間)第14頁(yè)14Exhibit11–2 ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.第15頁(yè)15InterpersonalCommunication(cont’d)NonverbalCommunication(非言語溝通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢體語言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(語氣):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.第16頁(yè)16InterpersonalCommunicationBarriers(人際溝通障礙)Defensiveness(防衛(wèi))National

CultureEmotionsInformation

OverloadInterpersonalCommunicationLanguageFiltering第17頁(yè)17BarrierstoEffectiveInterpersonalCommunicationFiltering(過濾)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情緒)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超載)Beingconfrontedwithaquantityofinformationthatexceedsanindividual’scapacitytoprocessit.第18頁(yè)18BarrierstoEffectiveInterpersonalCommunication(cont’d)Defensiveness(防衛(wèi))Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(語言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.第19頁(yè)19OvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服溝通障礙)UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues第20頁(yè)20Exhibit11–3 ActiveListeningBehaviors(主動(dòng)傾聽者行為)Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,).第21頁(yè)21TypesofOrganizationalCommunicationFormalCommunication(正式溝通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone’sjob.InformalCommunication(非正式溝通)Communicationthatisnotdefinedbytheorganization’shierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganization’sperformancebycreatingfasterandmoreeffectivechannelsofcommunication.第22頁(yè)22CommunicationFlowsLateralDiagonalDownwa

r

dUpwa

r

d第23頁(yè)23DirectionofCommunicationFlowDownward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.第24頁(yè)24DirectionofCommunicationFlow(cont’d)Lateral(Horizontal)Communication(水平溝通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向溝通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.第25頁(yè)25TypesofCommunicationNetworks(溝通網(wǎng)絡(luò)類型)ChainNetwork(鏈?zhǔn)?Communicationflowsaccordingtotheformalchainofcommand,bothupwardanddownward.WheelNetwork(輪式)Allcommunicationflowsinandoutthroughthegroupleader(hub)toothersinthegroup.All-ChannelNetwork(全通道式)Communicationsflowfreelyamongallmembersoftheworkteam.第26頁(yè)26Exhibit11–4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria第27頁(yè)27TheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.第28頁(yè)28UnderstandingInformationTechnologyBenefitsofInformationTechnology(IT)(信息技術(shù)好處)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationand

sharingofinformationGreateraccessibility

tocoworkers第29頁(yè)29InformationTechnology(cont’d)NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing第30頁(yè)30InformationTechnology(cont’d)TypesofNetworkSystemsIntranet(內(nèi)部網(wǎng)絡(luò))AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部網(wǎng)絡(luò))

AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors.Wireless(WIFI)capabilities第31頁(yè)31HowITAffectsOrganization(信息技術(shù)怎樣影響組織溝通)RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether.ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency.IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions.CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives.第32頁(yè)32CurrentCommunicationIssuesManagingCommunicationinanInternetWorld(管理互聯(lián)網(wǎng)世界中溝通)Legalandsecurityissues(法律和安全問題)Inappropriateuseofcompanye-mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers.Lackofpersonalinteraction(人際交往缺乏)Beingconnectedisnotthesameasface-to-facecontact.Difficultiesoccurinachievingunderstandingandcollaborationinvirtualenvironements.第33頁(yè)33CurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization.Employeecomplaints(“hot-button”issues)Cu