MBA必修課《管理溝通》 英文版課件

ContentsinbriefPartIunderstandingthefoundationsofbusinesscommunicationPartIIapplyingthethree-stepwritingprocessPartIIIwritingletters,memos,e-mail,andotherbriefmessagesPartIVpreparingreportsandoralpresentationsPartVwritingemploymentmessagesandinterviewingforjobsContentsinbriefPartIunder1PartIunderstandingthefoundationsofbusinesscommunicationChapter1achievingsuccessthrougheffectivebusinesscommunicationChapter2communicatinginteamsandmasteringlistening,nonverbalcommunication,andbusinessetiquetteskillsChapter3communicatinginterculturallyPartIunderstandingthefoun2PartIIapplyingthethree-stepwritingprocessChapter4planningbusinessmessageChapter5writingbusinessmessagesChapter6completingbusinessmessagesPartIIapplyingthethree-st3PartIIIwritingletters,memos,e-mail,andotherbriefmessagesChapter7writingroutinemessagesChapter8writingbad-newsmessagesChapter9writingpersuasivemessagePartIIIwritingletters,mem4PartIVpreparingreportsandoralpresentationsChapter10planningbusinessreportsandproposalsChapter11writingbusinessreportsandproposalsChapter12completingformalbusinessreportsandproposalsChapter13planning,writing,andcompletingoralpresentationsPartIVpreparingreportsand5PartVwritingemploymentmessagesandinterviewingforjobs

Chapter14writingresumesandapplicationlettersChapter15interviewingforemploymentandfollowingupPartVwritingemploymentmes6Chapter1achievingsuccessthrougheffectivebusinesscommunicationLearningobjectives:(1)Explainwhateffectivecommunicationisandhighlightfivecharacteristicsofeffectivebusinessmessages(2)Discussthreedevelopmentsintheworkplacethatareintensifyingtheneedtocommunicateeffectively(3)Describehoworganizationsshareinformationinternallyandexternally(4)Listeightwaystheinternetfacilitatesbusinesscommunication(5)Definethesixphasesofthecommunicationprocess(6)Identifyandbrieflydiscussfivetypesofcommunicationbarriers(7)Discussfourguidelinesforovercomingcommunicationbarriers(8)Explaintheattributesofethicalcommunication,anddifferentiatebetweenanethicaldilemmaandethicallapseChapter1achievingsuccesst7Communication,business,andyouCommunicationistheprocessofsendingandreceivingmessages.Communicationiseffectiveonlywhenthemessageisunderstoodandwhenitstimulatesactionorencouragesareceivertothinkinnewways.Onlythrougheffectivecommunicationcanyouanticipateproblems,makedecisions,coordinateworkflow,superviseothers,developrelationships,andpromoteproductsandservices.Communication,business,andy8CharacteristicsofeffectivebusinessmessagesProvidepracticalinformation:GivefactsratherthanimpressionsClarifyandcondenseinformationStatepreciseresponsibilitiesPersuadeothersandofferrecommendationsCharacteristicsofeffectiveb9CommunicationchallengesinToday’sworkplaceTheuseoftechnologyshowcasesyourcommunicationskillsandintensifiestheneedtocommunicateeffectively.Theincreasesininternationalbusinessdealingsandinthediversityoftheworkplacecreatecommunicationchallenges.Today’semployeesmustcommunicatewithpeoplewhospeakEnglishasasecondlanguage.Whenworkinginteams,youshouldbeabletoclarify,confirm,givefeedback,exploreideas,andcreditothers.CommunicationchallengesinTo10CommunicationinorganizationalsettingsTosucceed,organizationsmustshareinformationwithpeoplebothinsideandoutsidethecompany.Internalcommunicationreferstotheexchangeofinformationandideasinanorganization.Internationalcommunicationhelpsemployeesdotheirjobs,developaclearsenseoftheorganization’smission,andidentifyandreactquicklytopotentialproblems.Communicationinorganizationa11CommunicationinorganizationalsettingsTheformalflowofinformationfollowstheofficialchainofcommand.Downwardflow:organizationaldecisionsareusuallymadeatthetopandthenflowdowntothepeoplewhowillcarrythemout.Upwardflow:executivesdependonlower-levelemployeestofurnishthemwithaccurate,timelyreportsonproblems,emergingtrends,opportunitiesforimprovement,grievances,andperformances.Communicationinorganizationa12CommunicationinorganizationalsettingsHorizontalflowhelpsemployeesshareinformationandcoordinatetasks,anditisespeciallyusefulforsolvingcomplexanddifficultproblems.Theinformalcommunicationnetworkcarriesinformationalongtheorganization’sunofficiallinesofactivityandpower.Thegrapevineisanimportantsourceofinformationinmostorganizations.Communicationinorganizationa13CommunicatingexternallyTheexternalcommunicationnetworklinkstheorganizationwiththeoutsideworldofcustomers,suppliers,competitors,andinvestors.Messagessuchasstatementstothepress,letterstoinvestors,advertisements,priceincreaseannouncements,andlitigationupdatesrequirespecialcarebecauseoftheirdelicatenature.Tominimizetheimpactofanycrisis,expertcommunicatorsadvisemanagerstocommunicatehonestly,openly,andoften.CommunicatingexternallyTheex14CommunicatingexternallyInthecourseofyourdailyactivities,youunconsciouslyabsorbbitsandpiecesofinformationthataddtothecollectiveknowledgeofyourcompany.Outsidersmayformanimpressionofyourorganizationonthebasisofthesubtle,unconsciouscluesyoutransmitthroughyourtoneofvoice,facialexpression,andgeneralappearance.CommunicatingexternallyInthe15CommunicatingexternallyPlentyofhigh-levelmanagersrecognizethevalueofkeepingintouchwith“therealworld”bycreatingopportunitiestotalkwithandgetfeedbackfromcustomersandfrontlineemployees.CommunicatingexternallyPlenty16CommunicatingthroughtheinternetTheinternetischangingthewaycustomers,suppliers,companies,andotherstakeholdersinteract.Companyusetheinternetto:Sharetext,photos,slides,videos,andotherdatawithintheorganizationPermitemployeestotelecommute,orworkawayfromaconventionaloffice,whetherathome,ontheroad,oracrossthecountryRecruitemployeescost-effectivelyCommunicatingthroughtheinte17Communicatingthroughtheinternet(4)Locateinformationfromexternalsources(5)Findnewbusinesspartnersandattractnewcustomers(6)Locateandbuypartsandmaterialsfromdomesticandinternationalsuppliers(7)Promoteandsellgoodsandservicestocustomersinanylocation(8)Providecustomerswithservice,technicalsupport,andproductinformation.Communicatingthroughtheinte18Communicatingthroughtheinternet(9)Collaboratewithlocal,national,andinternationalbusinesspartners(10)Informinvestors,industryanalysts,andgovernmentregulatorsaboutbusinessdevelopmentsCommunicatingthroughtheinte19HowtheinternetfacilitatescommunicationTheinternetincreasestheconvenience,speed,andreachofbusinesscommunication.Theinternetoffersbusinessesawidevarietyofchoicesforonlinecommunication,likee-mail,discussionmailinglists,newsgroups,instantmessagingandchat,videoconferencing,telnet,internettelephony,filetransfers.Howtheinternetfacilitatesc20Thecommunicationprocesscommunicationisadynamic,transactional(two-way)processthatcanbebrokenintosixphases:Thesenderhasanidea.Thesenderencodestheidea.Youdecideonthemessage’sform(word,facialexpression,gesture),length,organization,tone,andstyle-allofwhichdependonyouridea,youraudience,andyourpersonalstyleandmood.Thecommunicationprocesscommu21Thecommunicationprocess(3)Thesendertransmitsthemessage.Youselectacommunicationchannel(spokenorwritten)andamedium(telephone,letter,memo,e-mail,reportface-to-faceexchange).(4)Thereceivergetsthemessage.(5)Thereceiverdecodesthemessage.(6)Thereceiversendsfeedback.Theactualprocessofcommunicationismuchmorecomplicatedthanthemodel.Thecommunicationprocess(3)T22CommunicationbarriersCommunicationbarriersblockthecommunicationprocess.Communicationbarriersincludeperceptualandlanguagedifferences,restrictiveenvironments,distractions,deceptivecommunicationtactics,andinformationoverload.CommunicationbarriersCommunic23perceptualandlanguagedifferencesPerceptionispeople’sindividualinterpretationofthesensoryworldaroundthem.Evenwhentwopeoplehaveexperiencedthesameevent,theirmentalimagesofthateventwillnotbeidentical.Themoreexperiencesyousharewithanotherperson,themorelikelyyouaretoshareperceptionandthussharemeaning.perceptualandlanguagediffer24RestrictiveenvironmentsThecommunicationclimatesufferswheninformationisdistorted,fragmented,orblockedbyanauthoritarianstyleofmanagement.RestrictiveenvironmentsTheco25DeceptivetacticsDeceptivecommunicatorsmayexaggeratebenefits,quoteinaccuratestatistics,orhidenegativeinformationbehindandoptimisticattitude.Unscrupulouscommunicatorsmayseekpersonalgainbymakingotherslookbetterorworsethantheyare.Usingdeceptivetacticstomanipulatereceiversblockscommunicationandultimatelyleadstofailure.DeceptivetacticsDeceptivecom26distractionsBusinessmessagescanbeinterruptedbyuncountabletypesofdistractions,includingphysicaldistractions,emotionaldistractions,informationoverloadandround-the-clockaccessibility.Physicaldistractions:badconnections,pooracoustics,illegiblecopy,uncomfortablechair,poorlighting,healthproblems,orsomeotherirritatingcondition.distractionsBusinessmessages27distractionsEmotionaldistractions.Whenyouareupset,hostile,orfearful,youhaveahardtimeshapingamessageobjectively.Ifyourreceiversareemotional,theymayignoreordistortyourmessage.Informationoverload.Thesheernumberofmessagescanbedistracting,makingitdifficulttodiscriminatebetweenusefulanduselessinformation.Round-the-clockaccessibility.Technology’sdemandforinstantanswersmeansthatprofessionalsfindthemselvesconstantlytiedtowork.distractionsEmotionaldistract28GuidelinesforovercomingcommunicationbarriersAdoptinganaudience-centeredapproachFosteringanopencommunicationclimateCommittingtoethicalcommunicationCreatingefficientmessagesGuidelinesforovercomingcomm29Adoptanaudience-centeredapproachFocusingonandcarryingaboutyouraudience—makingeveryefforttogetyourmessageacrossinawaythatismeaningfultoreceivers.Youneedtolearnasmuchaspossibleaboutthebiases,education,age,status,andstyleofyouraudiencetocreateaneffectivemessage.Youshouldtrytoprojectyourselfintoyouraudience’spositionbyusingyourcommonsenseandimagination.Adoptanaudience-centeredapp30FosteranopencommunicationclimateTheorganization’scommunicationclimateaffectsthequantityandqualityoftheinformationexchanged.Theorganizationshouldencouragecandorandhonesty,andemployeesfeelfreetoconfessmistakes,disagreewiththeboss,andexpresstheiropinions.Modifythenumberoforganizationallevels:flatterorganizationsenablemanagerstoshareinformationwithcolleaguesandemployeesandtoincludeemployeesindecisionmaking,goalsetting,andproblemsetting.Fosteranopencommunicationc31FosteranopencommunicationclimateFacilitatefeedback:Focusonparticularbehaviors.Feedbackshouldbespecificratherthangeneral.Keepfeedbackimpersonal.Nomatterhowupsetyouare,keepfeedbackjobrelatedandnevercriticizesomeonepersonally.Use“I”statements.Insteadofsaying,“youareabsentfromworktoooften,”say,“Ifeelannoyedwhenyoumissworksofrequently.”Fosteranopencommunicationc32Fosteranopencommunicationclimate(4)Keepfeedbackgoaloriented.Ifyouhavetosaysomethingnegative,makesureit’sdirectedtotherecipient'sgoals.(5)Makefeedbackwell-timed.Feedbackismostmeaningfulwhenthereisashortintervalbetweentherecipient'sbehaviorandfeedbackaboutthebehavior.(6)Ensureunderstanding.(7)Directnegativefeedbacktowardbehaviorthatiscontrollablebytherecipient.Littlevalueisgainedbyremindingapersonofsomeshortcomingoverwhichheoeshehasnocontrol.

Fosteranopencommunicationc33CommittoethicalcommunicationEthicalcommunicationincludesallrelevantinformation,istrueineverysense,andisnotdeceptiveinanyway.Someexamplesofunethicalcommunicationinclude:Plagiarism:stealingsomeoneelse’swordsorworkandclaimingitasyours.Selectivemisquoting:deliberatelyomittingdamagingorunflatteringcommentstopaintabetter(butuntruthful)pictureofyouoryourcompany.Misrepresentingnumbers:increasingordecreasingnumbers,exaggerating,alteringstatistics,oromittingnumericaldata.Distortingvisuals:makingaproductlookbiggerorchangingthescaleofgraphsandchartstoexaggerateorconcealdifferences.Committoethicalcommunicatio34CommittoethicalcommunicationConflictingprioritiesandthevastgrayareasbetweenrightandwrongcreateethicaldilemmasforanorganization’scommunicators.Anethicaldilemmainvolveschoosingbetweenalternativesthataren’tclearcut(perhapstwoconflictingalternativesarebothethicalandvalid,orperhapsthealternativesliesomewhereinthevastgrayareabetweenrightandwrong).Committoethicalcommunicatio35CommittoethicalcommunicationAnethicallapseismakingaclearlyunethicalorillegalchoice.Self-interestandalackofscruplescreateethicallapsesforbusinesscommunications.Organizationscanfosterethicalbehavior:ByformalizingawrittencodeofethicsByusingethicsauditsBysettingagoodethicalexampleCommittoethicalcommunicatio36CreateefficientmessagesAttendingtorelevance,meaning,andprioritieswillhelpyoucreateleanmessages.Eliminatephysicaldistractionssuchasthemessyappearanceofawrittenmessageorpooracousticsinanoralpresentation.Doyourbesttocontrolemotionsbeforetheyblockthecommunicationprocess.Organizationssavetimeandmoneybysendingonlynecessarymessages.CreateefficientmessagesAtten37CreateefficientmessagesPracticeandconstructivecriticismhelpyouimproveyourcommunicationskills.Donotwaitforcommunicationtrainingonthejob.Focusonbuildingskillsintheareaswhereyouhavebeenweak.CreateefficientmessagesPract38演講完畢，謝謝觀看！演講完畢，謝謝觀看！39ContentsinbriefPartIunderstandingthefoundationsofbusinesscommunicationPartIIapplyingthethree-stepwritingprocessPartIIIwritingletters,memos,e-mail,andotherbriefmessagesPartIVpreparingreportsandoralpresentationsPartVwritingemploymentmessagesandinterviewingforjobsContentsinbriefPartIunder40PartIunderstandingthefoundationsofbusinesscommunicationChapter1achievingsuccessthrougheffectivebusinesscommunicationChapter2communicatinginteamsandmasteringlistening,nonverbalcommunication,andbusinessetiquetteskillsChapter3communicatinginterculturallyPartIunderstandingthefoun41PartIIapplyingthethree-stepwritingprocessChapter4planningbusinessmessageChapter5writingbusinessmessagesChapter6completingbusinessmessagesPartIIapplyingthethree-st42PartIIIwritingletters,memos,e-mail,andotherbriefmessagesChapter7writingroutinemessagesChapter8writingbad-newsmessagesChapter9writingpersuasivemessagePartIIIwritingletters,mem43PartIVpreparingreportsandoralpresentationsChapter10planningbusinessreportsandproposalsChapter11writingbusinessreportsandproposalsChapter12completingformalbusinessreportsandproposalsChapter13planning,writing,andcompletingoralpresentationsPartIVpreparingreportsand44PartVwritingemploymentmessagesandinterviewingforjobs

Chapter14writingresumesandapplicationlettersChapter15interviewingforemploymentandfollowingupPartVwritingemploymentmes45Chapter1achievingsuccessthrougheffectivebusinesscommunicationLearningobjectives:(1)Explainwhateffectivecommunicationisandhighlightfivecharacteristicsofeffectivebusinessmessages(2)Discussthreedevelopmentsintheworkplacethatareintensifyingtheneedtocommunicateeffectively(3)Describehoworganizationsshareinformationinternallyandexternally(4)Listeightwaystheinternetfacilitatesbusinesscommunication(5)Definethesixphasesofthecommunicationprocess(6)Identifyandbrieflydiscussfivetypesofcommunicationbarriers(7)Discussfourguidelinesforovercomingcommunicationbarriers(8)Explaintheattributesofethicalcommunication,anddifferentiatebetweenanethicaldilemmaandethicallapseChapter1achievingsuccesst46Communication,business,andyouCommunicationistheprocessofsendingandreceivingmessages.Communicationiseffectiveonlywhenthemessageisunderstoodandwhenitstimulatesactionorencouragesareceivertothinkinnewways.Onlythrougheffectivecommunicationcanyouanticipateproblems,makedecisions,coordinateworkflow,superviseothers,developrelationships,andpromoteproductsandservices.Communication,business,andy47CharacteristicsofeffectivebusinessmessagesProvidepracticalinformation:GivefactsratherthanimpressionsClarifyandcondenseinformationStatepreciseresponsibilitiesPersuadeothersandofferrecommendationsCharacteristicsofeffectiveb48CommunicationchallengesinToday’sworkplaceTheuseoftechnologyshowcasesyourcommunicationskillsandintensifiestheneedtocommunicateeffectively.Theincreasesininternationalbusinessdealingsandinthediversityoftheworkplacecreatecommunicationchallenges.Today’semployeesmustcommunicatewithpeoplewhospeakEnglishasasecondlanguage.Whenworkinginteams,youshouldbeabletoclarify,confirm,givefeedback,exploreideas,andcreditothers.CommunicationchallengesinTo49CommunicationinorganizationalsettingsTosucceed,organizationsmustshareinformationwithpeoplebothinsideandoutsidethecompany.Internalcommunicationreferstotheexchangeofinformationandideasinanorganization.Internationalcommunicationhelpsemployeesdotheirjobs,developaclearsenseoftheorganization’smission,andidentifyandreactquicklytopotentialproblems.Communicationinorganizationa50CommunicationinorganizationalsettingsTheformalflowofinformationfollowstheofficialchainofcommand.Downwardflow:organizationaldecisionsareusuallymadeatthetopandthenflowdowntothepeoplewhowillcarrythemout.Upwardflow:executivesdependonlower-levelemployeestofurnishthemwithaccurate,timelyreportsonproblems,emergingtrends,opportunitiesforimprovement,grievances,andperformances.Communicationinorganizationa51CommunicationinorganizationalsettingsHorizontalflowhelpsemployeesshareinformationandcoordinatetasks,anditisespeciallyusefulforsolvingcomplexanddifficultproblems.Theinformalcommunicationnetworkcarriesinformationalongtheorganization’sunofficiallinesofactivityandpower.Thegrapevineisanimportantsourceofinformationinmostorganizations.Communicationinorganizationa52CommunicatingexternallyTheexternalcommunicationnetworklinkstheorganizationwiththeoutsideworldofcustomers,suppliers,competitors,andinvestors.Messagessuchasstatementstothepress,letterstoinvestors,advertisements,priceincreaseannouncements,andlitigationupdatesrequirespecialcarebecauseoftheirdelicatenature.Tominimizetheimpactofanycrisis,expertcommunicatorsadvisemanagerstocommunicatehonestly,openly,andoften.CommunicatingexternallyTheex53CommunicatingexternallyInthecourseofyourdailyactivities,youunconsciouslyabsorbbitsandpiecesofinformationthataddtothecollectiveknowledgeofyourcompany.Outsidersmayformanimpressionofyourorganizationonthebasisofthesubtle,unconsciouscluesyoutransmitthroughyourtoneofvoice,facialexpression,andgeneralappearance.CommunicatingexternallyInthe54CommunicatingexternallyPlentyofhigh-levelmanagersrecognizethevalueofkeepingintouchwith“therealworld”bycreatingopportunitiestotalkwithandgetfeedbackfromcustomersandfrontlineemployees.CommunicatingexternallyPlenty55CommunicatingthroughtheinternetTheinternetischangingthewaycustomers,suppliers,companies,andotherstakeholdersinteract.Companyusetheinternetto:Sharetext,photos,slides,videos,andotherdatawithintheorganizationPermitemployeestotelecommute,orworkawayfromaconventionaloffice,whetherathome,ontheroad,oracrossthecountryRecruitemployeescost-effectivelyCommunicatingthroughtheinte56Communicatingthroughtheinternet(4)Locateinformationfromexternalsources(5)Findnewbusinesspartnersandattractnewcustomers(6)Locateandbuypartsandmaterialsfromdomesticandinternationalsuppliers(7)Promoteandsellgoodsandservicestocustomersinanylocation(8)Providecustomerswithservice,technicalsupport,andproductinformation.Communicatingthroughtheinte57Communicatingthroughtheinternet(9)Collaboratewithlocal,national,andinternationalbusinesspartners(10)Informinvestors,industryanalysts,andgovernmentregulatorsaboutbusinessdevelopmentsCommunicatingthroughtheinte58HowtheinternetfacilitatescommunicationTheinternetincreasestheconvenience,speed,andreachofbusinesscommunication.Theinternetoffersbusinessesawidevarietyofchoicesforonlinecommunication,likee-mail,discussionmailinglists,newsgroups,instantmessagingandchat,videoconferencing,telnet,internettelephony,filetransfers.Howtheinternetfacilitatesc59Thecommunicationprocesscommunicationisadynamic,transactional(two-way)processthatcanbebrokenintosixphases:Thesenderhasanidea.Thesenderencodestheidea.Youdecideonthemessage’sform(word,facialexpression,gesture),length,organization,tone,andstyle-allofwhichdependonyouridea,youraudience,andyourpersonalstyleandmood.Thecommunicationprocesscommu60Thecommunicationprocess(3)Thesendertransmitsthemessage.Youselectacommunicationchannel(spokenorwritten)andamedium(telephone,letter,memo,e-mail,reportface-to-faceexchange).(4)Thereceivergetsthemessage.(5)Thereceiverdecodesthemessage.(6)Thereceiversendsfeedback.Theactualprocessofcommunicationismuchmorecomplicatedthanthemodel.Thecommunicationprocess(3)T61CommunicationbarriersCommunicationbarriersblockthecommunicationprocess.Communicationbarriersincludeperceptualandlanguagedifferences,restrictiveenvironments,distractions,deceptivecommunicationtactics,andinformationoverload.CommunicationbarriersCommunic62perceptualandlanguagedifferencesPerceptionispeople’sindividualinterpretationofthesensoryworldaroundthem.Evenwhentwopeoplehaveexperiencedthesameevent,theirmentalimagesofthateventwillnotbeidentical.Themoreexperiencesyousharewithanotherperson,themorelikelyyouaretoshareperceptionandthussharemeaning.perceptualandlanguagediffer63RestrictiveenvironmentsThecommunicationclimatesufferswheninformationisdistorted,fragmented,orblockedbyanauthoritarianstyleofmanagement.RestrictiveenvironmentsTheco64DeceptivetacticsDeceptivecommunicatorsmayexaggeratebenefits,quoteinaccuratestatistics,orhidenegativeinformationbehindandoptimisticattitude.Unscrupulouscommunicatorsmayseekpersonalgainbymakingotherslookbetterorworsethantheyare.Usingdeceptivetacticstomanipulatereceiversblockscommunicationandultimatelyleadstofailure.DeceptivetacticsDeceptivecom65distractionsBusinessmessagescanbeinterruptedbyuncountabletypesofdistractions,includingphysicaldistractions,emotionaldistractions,informationoverloadandround-the-clockaccessibility.Physicaldistractions:badconnections,pooracoustics,illegiblecopy,uncomfortablechair,poorlighting,healthproblems,orsomeotherirritatingcondition.distractionsBusinessmessages66distractionsEmotionaldistractions.Whenyouareupset,hostile,orfearful,youhaveahardtimeshapingamessageobjectively.Ifyourreceiversareemotional,theymayignoreordistortyourmessage.Informationoverload.Thesheernumberofmessagescanbedistracting,makingitdifficulttodiscriminatebetweenusefulanduselessinformation.Round-the-clockaccessibility.Technology’sdemandforinstantanswersmeansthatprofessionalsfindthemselvesconstantlytiedtowork.distractionsEmotionaldistract67GuidelinesforovercomingcommunicationbarriersAdoptinganaudience-centeredapproachFosteringanopencommunicationclimateCommittingtoethicalcommunicationCreatingefficientmessagesGuidelinesforovercomingcomm68Adoptanaudience-centeredapproachFocusingonandcarryingaboutyouraudience—makingeveryefforttogetyourmessageacrossinawaythatismeaningfultoreceivers.Youneedtolearnasmuchaspossibleaboutthebiases,education,age,status,andstyleofyouraudiencetocreateaneffectivemessage.Youshouldtrytoprojectyourselfintoyouraudience’spositionbyusingyourcommonsenseandimagination.Adoptanaudience-centeredapp69FosteranopencommunicationclimateTheorganization’scommunicationclimateaffectsthequantityandqualityoftheinformationexchanged.Theorganizationshouldencouragecandorandhonesty,andemployeesfeelfreetoconfessmistakes,disagreewiththeboss,andexpresstheiropinions.Modifythenumberoforganizationallevels:flatterorganizationsenablemanagerstoshareinformationwithcolleaguesandemployeesandtoincludeemployeesindecisionmaking,goalsetting,andproblemsetting.Fosteranopencommunicationc70FosteranopencommunicationclimateFacilitatefeedback:Focusonparticularbehaviors.Feedbackshouldbespecificratherthangeneral.Keepfeedbackimpersonal.Nomatterhowupsetyouare,keepfeedbackj