第十五章：Communicating溝通課件

第十五章：Communicating

溝通人際溝通是管理者的基本技能之一，本章對(duì)溝通的基本理論作了一個(gè)介紹。主要內(nèi)容包括：人際溝通、提高溝通技能、組織溝通這三部分。第一節(jié)：Interpersonalcommunication人際溝通CommunicationThetransmissionofinformationandmeaningfromonepartytoanotherthroughtheuseofsharedsymbols.溝通：指信息和意思通過(guò)共有的符號(hào)從一方傳遞到另一方。Thesenderinitiatestheprocessbyconveyinginformationtothereceiver.Thesenderhasameaningheorshewishestocommunicateandencodesthemeaningintosymbols.Thenthesendersendsthemessagethroughsomechannel.溝通過(guò)程從發(fā)送者開始，他把信息傳遞給接收者，發(fā)送者將需要溝通的信息編碼成符號(hào)（語(yǔ)言），然后通過(guò)某種渠道（口頭、書面）傳遞給接收者。Thereceivedecodesthemessageandattemptstointerpretthesender’smeaning.Thereceivermayprovidefeedbacktothesenderbyencodingamessageinresponsetothesender’smessage.接收者解碼收到的信息，并解釋發(fā)送者的意思。接收者可能對(duì)發(fā)送者提供反饋，以作為對(duì)發(fā)送者的信息的反應(yīng)。1One-wayversustwo-waycommunication單向與雙向溝通One-waycommunicationAprocessinwhichinformationflowsinonlyonedirection—fromthesendertothereceiver,withnofeedbackloop.單向溝通：信息朝著一個(gè)方向流動(dòng)—從發(fā)送者到接收者，而沒有反饋。Two-waycommunicationAprocessinwhichinformationflowsintwodirections—thereceiverprovidesfeedbackandthesenderisreceptivetothefeedback.雙向溝通：信息朝著兩個(gè)方向流動(dòng)—接收者提供反饋并且發(fā)送者接收了反饋。One-waycommunicationismuchmorecommonthanitshouldbebecauseitisfasterandeasierforthesender.Thebusyexecutivefindsiteasiertodashoffamemothantodiscusstheissuewiththesubordinate.人們通常使用單向溝通，因?yàn)閷?duì)發(fā)送者來(lái)說(shuō)，他更快更容易。忙碌的管理者發(fā)現(xiàn)下發(fā)一個(gè)備忘錄比與下屬一起討論更容易。Two-waycommunicationismoredifficultandtime-consumingthanone-waycommunication.However,itismoreaccurate;fewermistakesoccurandfewerproblemsarise.雙向溝通比單向溝通更困難并且花時(shí)間，可是，雙向溝通更準(zhǔn)確，錯(cuò)誤和問(wèn)題更少。Communicationpitfalls

溝通陷阱Errorscanoccurinallstagesofthecommunicationprocess.Intheencodingstage,worldscanbemisused,decimalpointstypedinthewrongplaces,factsleftout,orambiguousphrasesinserted.在溝通的每個(gè)階段都可能出錯(cuò)。在編碼階段，可能會(huì)用錯(cuò)字、小數(shù)點(diǎn)點(diǎn)錯(cuò)了地方、漏掉了一些事實(shí)或插入了一些模糊的段落。Inthetransmissionstage,amemogetslostonacluttereddesk,thewordsonanoverheadtransparencyaretoosmalltoreadfromthebackoftheroom,orwordsarespokenwithambiguousinflections.在信息的傳遞階段，備忘錄在凌亂的桌子上丟了，膠片上頭的字太小以至于后面的人看不清楚，或由于吐字不清而讓人聽不清楚。Decodingproblemsarisewhenthereceiverdoesn’tlistencarefullyorreadstooquicklyandoverlooksakeypoint.當(dāng)接收者沒有仔細(xì)聽，或讀得太快和忽略關(guān)鍵點(diǎn)時(shí)，解碼問(wèn)題就產(chǎn)生了。Moregenerally,people’sperceptualandfilteringprocessescreatemisinterpretations.更一般的是，人們的感知和過(guò)濾過(guò)程會(huì)產(chǎn)生錯(cuò)誤理解。Becauseofsuchfilteringandperceptualdifferences,youcannotassumetheotherpersonmeanswhatyouthinkhemeans,orunderstandsthemeaningsyouintend.因?yàn)檫^(guò)濾和感知的不同，你不能想當(dāng)然的認(rèn)為：你想象的別人的想法就是他的真實(shí)想法；也不能想當(dāng)然的認(rèn)為別人能理解你的意圖。3Mixedsignalsandmisperception混合信號(hào)和誤解People’sperceptionscanundermineattemptstocommunicate.Theyinadvertentlysendmixedsignalsthatcanunderminetheirintendedmessages….,allofthiscreatesproblemsincommunication.人們的感知可能會(huì)破壞溝通。人們漫不經(jīng)心地發(fā)送信號(hào)可能破壞他們意圖傳遞的信息，……所有的這些都會(huì)給溝通帶來(lái)問(wèn)題。Reducingmisperception

減少誤解(1)ensurethatthereceiversattendtothemessagetheyaresending;確保接收者注意發(fā)送者正在發(fā)送的信息(2)considertheotherparty’sframeofreferenceandattempttoconveythemessagefromthatperceptualviewpoint.考慮另一方的參考框架并從感知的角度出發(fā)傳遞信息。(3)takeconcretestepstominimizeperceptualerrorsandimpropersignals,inbothsendingandreceiving;從發(fā)送和接收兩個(gè)方面采取具體的步驟來(lái)減少感知上的錯(cuò)誤和不適當(dāng)?shù)男盘?hào)。(4)sendconsistentmessages.發(fā)送一致的信息。Oralandwrittenchannels

口頭和書面渠道Communicationcanbesentthroughavarietyofchannelsincludingoral,written,andelectronic.溝通能通過(guò)各種各樣的渠道進(jìn)行，這些渠道包括：口頭渠道、書面渠道和電子渠道。4.1oralcommunication

口頭溝通Oralcommunicationincludesface-to-facediscussion,telephoneconversations,andformalpresentationsandspeeches.口頭溝通包括：面對(duì)面討論、電話交談、正式陳述和演講。Advantagesarethatquestionscanbeaskedandanswered;feedbackisimmediateanddirect;thereceivercansensethesender’ssincerity;andoralcommunicationismorepersuasiveandsometimeslessexpensivethanwritten.口頭溝通的優(yōu)點(diǎn)是：有問(wèn)有答；馬上有直接的反饋；接收者能感受到發(fā)送者的真誠(chéng)；口頭溝通更有說(shuō)服力；有時(shí)花費(fèi)比書面溝通低。Oralcommunicationalsohasdisadvantages:Itcanleadtospontaneous,ill-consideredstatements,andthereisnopermanentrecordofit.口頭溝通也有缺點(diǎn)：他可能導(dǎo)致一時(shí)沖動(dòng)的、沒有充分考慮的陳述；它沒有永久的記錄。4.2writtencommunication

書面溝通Writtencommunicationincludesmemos,letters,reports,computerfiles,andotherwrittendocuments.書面溝通包括：備忘錄、信件、報(bào)告、計(jì)算機(jī)文件和其他的書面文件Advantagestousingwrittenmessagesarethatthemessagecanberevisedseveraltimes,itisapermanentrecordthatcanbesaved,themessagestaysthesameevenifrelayedthroughmanypeople,andthereceiverhasmoretimetoanalyzethemessage.書面溝通的優(yōu)點(diǎn)是：以書面形式發(fā)送的信息能多次修改；可以作為永久信息保存；信息經(jīng)過(guò)多人轉(zhuǎn)手也不會(huì)改變；接收者有更多時(shí)間去分析信息。Disadvantagesarethatthesenderhasnocontroloverwhere,when,orifthemessageisread;thesenderdoesnotreceiveimmediatefeedback;thereceivermaynotunderstandpartsofthemessage;andthemessagemustbelongertocontainenoughinformationtoansweranticipatedquestions.書面溝通的缺點(diǎn)是：發(fā)送者不能控制接收者在什么地點(diǎn)、什么時(shí)間或是否閱讀信息；發(fā)送者不能立即得到反饋；接收者可能不理解部分信息；書面材料中必須包含足夠的信息以回答可能的問(wèn)題5Electronicmedia電子媒介Theadvantagesincludethesharingofmoreinformation,andspeedandefficiencyindeliveringroutinemessagestolargenumbersofpeopleacrossvastgeographicareas.Itcanreducetimespenttraveling,talking,andphotocopying.It’salsocheap優(yōu)點(diǎn)包括：共享更多的信息；通過(guò)廣大的地理區(qū)域傳遞日常信息到很多人時(shí)提高了速度和效率；減少時(shí)間；成本低。Disadvantagesofelectroniccommunicationincludethedifficultyofsolvingcomplexproblems,whichrequiremoreextended,face-to-faceinteraction,andtheinabilitytopickupsubtle,nonverbal,orinflectionalcluesaboutwhatthecommunicatoristhinkingorconveying.電子溝通的缺點(diǎn)包括：難以解決那些需要面對(duì)面交流的復(fù)雜問(wèn)題；不能獲得有關(guān)溝通信息的微妙的、非語(yǔ)言的線索Communicationsnetworks

溝通網(wǎng)絡(luò)Therearethreecommunicationsnetworks.有三個(gè)溝通網(wǎng)絡(luò)(1)independent,decentralizeddecisionmakershavethelowestcommunicationsneeds.獨(dú)立的、分散的決策者需要的溝通最少。(2)centralizeddecisionmakersneedandreceivegreatervolumesofrelevantinformationfromdifferentsitesandfrompeoplebothinsideandoutsidethefirm.集中的決策者需要從不同的地方和從公司內(nèi)外得到大量的相關(guān)信息。(3)connected,decentralizeddecisionmakersaresointerconnectedthattheyrequireevenmoreinformationthancentralizedones.Theymakeindependentdecisions,buttheirdecisionsmustbebasedonvastamountsofinformationfromremotesitesavailablethroughelectronicorothernetworks.關(guān)聯(lián)的、分散的決策者需要的信息比集中決策者還要多，他們獨(dú)立決策，但是他們的決策是建立在大量的信息之上的，這些信息可能是通過(guò)電子的或其他網(wǎng)絡(luò)遠(yuǎn)距離收集到的。7Mediarichness媒介豐富度MediarichnessThedegreetowhichacommunicationchannelconveysinformation.媒介豐富度：溝通渠道傳遞信息的程度Somecommunicationchannelsconveymoreinformationthanother.Theamountofinformationamediumconveysiscalledmediarichness.Themoreinformationorcuesamediumsendstothereceiver,thericherthemediumis.一些溝通渠道比其他渠道傳遞更多的信息。媒介傳遞信息的數(shù)量稱為媒介豐富度。Face-to-facecommunicationistherichestmediumbecauseitoffersavarietyofcuesinadditiontowords:toneofvoice,facialexpression,bodylanguage,andothernonverbalsignals.面對(duì)面溝通是最豐富的媒介，因?yàn)槌苏Z(yǔ)言之外，它還各種各樣的提示：語(yǔ)氣、面部表情、身體語(yǔ)言和其他的非語(yǔ)言信號(hào)。Thetelephoneidlessrichthanface-to-facecommunication,electronicmailislessrichyet,andmemosaretheleastrichmedium.電話溝通的媒介豐富度低于面對(duì)面溝通，電子郵件又次之，備忘錄的媒介豐富度最低。Ingeneral,youshouldsenddifficultandunusualmessagesthroughrichermedia,transmitsimpleandroutinemessagesthroughlessrichmedialikememos,andusemultiplemediaforimportantmessagesthatyouwanttoensurepeopleattendtoandunderstand.一般地，你應(yīng)該通過(guò)豐富度高的媒介傳遞困難和不平常的信息，通過(guò)豐富度低的媒介（象備忘錄）傳遞簡(jiǎn)單和日常的信息，使用多種媒介發(fā)送那些重要的并且確保人們注意和理解的信息。Efficiencyandeffectiveness

效率和效果Somemanagersbelievetheyshouldchooseonlyonechanneltocommunicateamessagebecausedoingsoismoreefficient.Butmultiplechannelsmaybenecessary.一些管理者認(rèn)為應(yīng)該選擇單一的溝通渠道進(jìn)行溝通，因?yàn)檫@樣做更有效率。但是，多渠道可能是必要的Anotherkeytocommunicationeffectivenessisthatpeopleknowhowtousevariouschannelsproperly.溝通有效性的另一個(gè)關(guān)鍵是：人民知道怎樣正確的使用各種溝通渠道Beforeimportantcommunications,putyourselfintheshoesofthereceiverandchooseyourapproachaccordingly.Forimportantcommunications,thesoonerandmoreoftentheycanbediscussedface-to-face,one-on-one,orinsmallgroups,themoreeffectivetheywillbe.在溝通重要的問(wèn)題之前，要認(rèn)真考慮接收者的特點(diǎn)并現(xiàn)在相應(yīng)的溝通渠道。對(duì)于重要的溝通，越早的并且越多的進(jìn)行面對(duì)面、一對(duì)一或小組討論，溝通效果會(huì)越好。第二節(jié)；Improvingcommunicationskills

提高溝通技巧提高溝通技巧主要包括：提高發(fā)送者技巧；提高接收者技巧；注意非語(yǔ)言技巧。Improvingsenderskills

提高發(fā)送者技巧1presentationandpersuasionskills.陳述和說(shuō)服技巧2writingskills寫作技巧3language語(yǔ)言1.1presentationandpersuasionskills陳述和說(shuō)服技巧Asaleader,someofyourtoughestchallengeswillarisewhenpeopledonotwanttodowhathastobedone.Leadershavetobepersuasivetogetpeople“onboard.”作為一個(gè)領(lǐng)導(dǎo)者，最艱巨的挑戰(zhàn)發(fā)生在人們不想做那些必須做的工作時(shí)，領(lǐng)導(dǎo)必須說(shuō)服人們做。Themostpowerfulandpersuasivemessagesaresimpleandinformative,aretoldwithstoriesandanecdotes,andconveyexcitement.最有說(shuō)服力的信息是簡(jiǎn)單的而且提供資料的和使人激動(dòng)的，并附加有一些故事和奇聞。1.2writingskillEffectivewritingismorethancorrectspelling,punctuation,andgrammar.Goodwritingaboveallrequiresclear,logicalthinking.有效的寫作不僅僅是拼寫、標(biāo)點(diǎn)符號(hào)和語(yǔ)法的正確使用。好的寫作要求清晰、邏輯的思考。Youwantpeopletofindyourmemosandreportsreadableandinteresting.Striveforclarity,organization,readability,andbrevity.你要想人們認(rèn)為你的備忘錄和報(bào)告具有通俗易懂和有趣味性，就要努力做到清楚、結(jié)構(gòu)合理、通俗易懂和簡(jiǎn)潔。1.3language語(yǔ)言Whetherspeakingorwriting,youshouldconsiderthereceiver’sbackgroundandadjustyourlanguageaccordingly.不管你是在說(shuō)還是在寫，你應(yīng)該考慮接收者的背景而相應(yīng)的調(diào)整你的語(yǔ)言。Whenconductingbusinessoverseas,trytolearnsomethingabouttheothercountry’slanguageandcustoms.在外國(guó)做生意時(shí)，要盡量學(xué)一些當(dāng)?shù)氐恼Z(yǔ)言和習(xí)慣2Nonverbalskills非語(yǔ)言技巧Nonverbalmessagescansupportorunderminethestatedmessage.Andoften,nonverbalcuesmakeagreaterimpactthanothersignals.非語(yǔ)言的信息可能強(qiáng)化或破壞被表述的信息，非語(yǔ)言線索經(jīng)常比其他的信號(hào)產(chǎn)生更大的影響。Nonverbalsignalsindifferentcountriesaredifferent.不同國(guó)家的非語(yǔ)言信號(hào)是不同的。3Improvingreceiverskills提高接收者技巧Receiversneedgoodlistening,reading,andobservationalskills.接收者需要有好的傾聽、閱讀和觀察技巧。Reading閱讀Youmayskimmostofyourreadingmaterials,butreadimportantmemos,documents,andpassagesslowlyandcarefully.Noteimportantpointsforlaterreferral.對(duì)大多數(shù)的材料你可以采用瀏覽的方法，但是閱讀重要的備忘錄和文件要仔細(xì)，將重要的地方作個(gè)記號(hào)以作將來(lái)參考。Don’tlimityourreadingtoitemsaboutyourparticularjobskillortechnicalexpertise;readmaterialsthatfalloutsideofyourimmediateconcerns.不要僅僅閱讀與你的工作和技術(shù)相關(guān)的材料。3.3observing觀察Effectivecommunicatorsarealsocapableofobservingandinterpretingnonverbalcommunications.有效的溝通者也要有觀察和解釋非語(yǔ)言溝通信息的能力。Avitalsourceofusefulobservationscomesfrompersonallyvisitingplantsandotherlocationstogetafirst-handviewofoperations.一種至關(guān)重要的觀察方法是親自訪問(wèn)工廠和其他地方以獲得第一手的材料。Youmustaccuratelyinterpretwhatyouobserve.你必須準(zhǔn)確的解釋你所觀察到的東西。第三節(jié)：Organizationalcommunication組織溝通Wewilldiscussdownward,upward,horizontal,andinformalcommunicationinorganizations.我們將討論組織內(nèi)的下行溝通、上行溝通、水平溝通和非正式溝通。Downwardcommunication

下行溝通Downwardcommunicationinformationthatflowsfromhighertolowerlevelsintheorganization’shierarchy.下行溝通：信息流從組織高層向低層流。1可能的問(wèn)題Oneproblemisinformationoverload:theyarebombardedwithsomuchinformationthattheyfailtoabsorbeverything.一個(gè)問(wèn)題是信息過(guò)載：人們處于信息爆炸的境地。無(wú)法吸收所有信息Asecondproblemisalackofopennessbetweenmanagersandemployees.第二個(gè)問(wèn)題是管理者和員工之間缺乏公開性。Athirdproblemisfiltering.第三個(gè)問(wèn)題是過(guò)濾。2coaching指導(dǎo)CoachingDialoguewithagoalofhelpinganotherbemoreeffectiveandachievehisorherfullpotentialonthejob.指導(dǎo)：指幫助他人在工作中提高效率并發(fā)揮他的最大潛能的對(duì)話。Whenpeoplehaveperformanceproblems,orexhibitbehaviorsthatneedtobechanged,coachingisoftenthebestwaytohelpthepersonchangeandsucceed.Andcoachingisnotjustforpoorperformers.當(dāng)人們有績(jī)效問(wèn)題或需要改變行為方式時(shí)，指導(dǎo)通常是幫助人們改變行為方式并取得成功的最好方式。指導(dǎo)不僅僅是針對(duì)績(jī)效差的人。Downwardcommunicationindifficulttimes

困難時(shí)刻的下行溝通Adequatedownwardcommunicationcanbeparticularlyvaluableduringdifficulttimes.Duringcorporatemergersandacquisition,employeesareanxiousastheywonderhowthemergerwillaffectthem.充分的下行溝通在公司面臨困難時(shí)是特別有價(jià)值的。在公司兼并和收購(gòu)時(shí)，員工非常焦急，因?yàn)樗麄儾恢兰娌?huì)怎樣影響他們。Open-bookmanagement

公開式管理Open-bookmanagementPracticeofsharingwithemployeesatalllevelsoftheorganizationvitalinformationpreviouslymeantformanagement’seyesonly.公開式管理：組織內(nèi)的所有員工共享重要的信息，這些重要信息以前僅為管理者所享有。Upwardcommunication

上行溝通UpwardcommunicationInformationthatflowsfromlowertohigherlevelsintheorganization’shierarchy上行溝通：信息流從組織的低層向高層流。1上行溝通的益處First,managerslearnwhat’sgoingon.第一，管理者知道正在發(fā)生什么。Second,employeesgainfromtheopportunitytocommunicateupward.第二，員工獲得了與上級(jí)溝通的機(jī)會(huì)。Third,effectiveupwardcommunicationfa