第08章溝通管理(課件)

8CHAPTER溝通管理對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)信息學(xué)院徐嘉震ProjectScopeManagement工程范圍管理ProjectQualityManagement工程質(zhì)量管理ProjectRiskManagement工程風(fēng)險(xiǎn)管理ProjectTimeManagement工程時(shí)間管理ProjectHumanResourceManagement工程人力資源管理ProjectProcurementManagement工程采購(gòu)管理ProjectCostManagement工程本錢管理ProjectCommunicationsManagement工程溝通管理ProjectIntegrationManagement工程整體管理工程管理知識(shí)體系結(jié)構(gòu)/PMBOK本次課主要知識(shí)點(diǎn)提示Objectives本章知識(shí)點(diǎn)：1、溝通規(guī)劃〔communicationplanning〕2、溝通實(shí)施〔communicationimplementation〕3、溝通控制〔communicationcontrol〕4、面訪〔interview)5、講演〔presentation)工程溝通管理溝通管理，是工程管理過(guò)程，包括溝通規(guī)劃、溝通實(shí)施、溝通控制等活動(dòng)。本節(jié)課主要參考模型表8-1溝通管理知識(shí)結(jié)構(gòu)溝通需求溝通計(jì)劃溝通信息反饋依據(jù)/輸入干系人分析項(xiàng)目管理信息系統(tǒng)溝通技巧處理方法/工具溝通計(jì)劃溝通文件改善溝通效果結(jié)果/輸出1.溝通規(guī)劃2.溝通實(shí)施3.溝通控制活動(dòng)過(guò)程8.1CHAPTER溝通規(guī)劃溝通管理溝通規(guī)劃分析干系人對(duì)工程信息的需求，有針對(duì)性地確定溝通對(duì)象、溝通時(shí)間、溝通內(nèi)容、溝通方式等預(yù)案。表8-1-1-1工程溝通規(guī)劃的主要工作1.溝通需求2.溝通方式3.約束條件依據(jù)/輸入1.干系人分析2.溝通模型處理方法/工具1.溝通計(jì)劃結(jié)果/輸出溝通方式,P116〔11〕網(wǎng)絡(luò)溝通〔1〕正式溝通〔2〕非正式溝通〔3〕上行溝通〔4〕下行溝通〔5〕平行交叉溝通〔6〕單向溝通〔7〕雙向溝通〔8〕書面溝通〔9〕口頭溝通〔10〕體語(yǔ)溝通溝通方案的方法和工具表8-1-3-1干系人信息需求分析表

序號(hào)干系人時(shí)間地點(diǎn)方式內(nèi)容說(shuō)明

工程干系人圖8-1-3-1工程干系人溝通過(guò)程的一般模型如圖圖8-1-3-2溝通過(guò)程的一般模型

8.2CHAPTER溝通實(shí)施溝通管理溝通實(shí)施按溝通方案實(shí)施信息發(fā)布和收集信息反響。表8-2-1-1工程溝通實(shí)施的主要工作1.溝通計(jì)劃2.項(xiàng)目進(jìn)展依據(jù)/輸入1.項(xiàng)目管理信息系統(tǒng)2.面訪3講演4聯(lián)合項(xiàng)目計(jì)劃處理方法/工具1.溝通文件2溝通信息反饋結(jié)果/輸出溝通實(shí)施的方法和工具1、工程管理信息系統(tǒng)2、面訪/Interviw見附錄A3、講演/presentation見附錄B4、溝通環(huán)境〔JPP/聯(lián)合工程方案〕圖8-2-3-1系統(tǒng)開發(fā)工程信息系統(tǒng)Intranet模型溝通環(huán)境〔JPP/聯(lián)合工程方案〕圖8-2-3-2JPP/聯(lián)合工程方案模型8.3CHAPTER溝通控制溝通管理溝通控制分析溝通效果和信息反響，調(diào)整溝通方案。表8-3-1-1工程溝通控制的主要工作1.溝通信息反饋依據(jù)/輸入1.溝通技巧2.溝通障礙分析處理方法/工具1溝通效果改善結(jié)果/輸出CHAPTERInterviews面訪InterviewsInterviews

訪問(wèn)(mostimportantandused)collectinformationfromindividualsthroughface-to-faceinteraction.Youmustpossessgoodhumanrelationskillsfordealingeffectivelywithdifferenttypesofpeople.Advantages-tomotivatetheinterviewee,andprobeformorefeedback-toadaptdifferentquestionforeachindividual,andobserveinterviewee’sbodymovementsDisadvantages-timeconsuming,costly-success,highlydependentonhumanrelationskillsTypesofInterviewsTypesof:Unstructuredinterviews-interviewer,hasonlyageneralgoalorsubjectinmind,andcountson〔指望〕theintervieweetoprovideaframework-frequentlygetsoffthetrack,mustredirectthembackstructuredinterviews-hasaspecificsetofquestionstoask-open-endedquestion以“開放式〞結(jié)尾的問(wèn)題,allowtorespondinanyway-closed-endedquestion以“關(guān)閉式〞結(jié)尾的問(wèn)題,restrictanswerstoeitherspecificchoicesorshortanddirectresponsesProceduretoConductanInterviewHowtoconductaninterview(1)SelectInterviewees-organizationalchartwillbehelpfulshouldinterviewtheend-usersProceduretoConductanInterview(2)PreparefortheInterviewTolearntheintervieweeasmuchaspossibleinadvanceTomakeanappointmentwiththem,andnotifythesubjectGettheirsupervisor’spermissionThehigherlevel,thelesstime(usually0.5-1hour)Becertain,thelocationwillbeavailableMostquestionsbeginwith5W1H

(Who,What,When,Where,Why,andHow,which)ProceduretoConductanInterviewInterviewquestionguidelines-useclearlanguage-avoidlongorcomplexquestions-don’tincludeyouropinionthepurposeoftheinterviewistoinvestigate,nottoevaluate-don’tuse“you〞〔你〕,whenmeaningofagroupofpeopleProceduretoConductanInterview(3)ConducttheInterview(threephases)1)Interviewopening-motivatetheinterviewee-establishmutualtrustandrespect-tellthepurposeandlengthofinterview-explainhowtheinformationgatheredwillbeused2)Interviewbody-listenandobservecarefully,takenotes-keeptheinterviewontrackalltheway3)Interviewconclusion-expressappreciationandanswerquestionsProceduretoConductanInterview(4)FollowupontheInterview-sendtheintervieweeamemosummarized-remindtheintervieweeoftheircontributions-allowthemtoclarifyanymisinterpretationCHAPTERPresentations講演工程的溝通管理，溝通的技巧，展示/presentationsPresentationsusedtosellnewideasandgainapprovalfornewsystems.Cannotimprovise〔即席演講〕andexpectacceptance.Oftenfollowedbyawrittenreport.Preparingforpresentation-particularlyimportanttoknowyouraudience-defineyourexpectations-mustbeaneffectivesalesperson-usevisualaidstoexpressmoreclearly-considerdistributingcopiesatthestart-wellpreparedis80%completepresentationsConductingthepresentationdressprofessionallyMaintaineyecontactwithyouraudiencesKeepingyouraudienceslisteningStoptalking,usingpauseforattentionAskaquestion,letaudienceinvolvedTryalittlebithumorandChangeyourvoicelevelUsesomeprops〔道具〕,anddosomethingunexpectedpresentationsToallot〔分配、攤派〕timeforquestionsfromaudiences-alwaysansweraquestionseriously,evenifyouthinkitisasillyone-behonest.Ifyoudon’tknowtheanswertoaquestion,admitit.-limittheamountoftimeyouspendansweringanyonequestion-answerboththeonewhoaskedthequestionandtheentireaudienceTypicalOutlineandTimeAllocationforanOralPresentationI.Introduction(one-sixthoftotaltimeavailable)A.ProblemstatementB.WorkcompletedtodateII.Partofthepresentation(two-thirdsoftotaltimeavailable)A.SummaryofexistingproblemsandlimitationsB.SummarydescriptionoftheproposedsystemC.FeasibilityanalysisD.ProposedscheduletocompleteprojectIII.Questionsandconcernsfromtheaudience(timehereisnottobeincludedinthetimeallottedforpresentationandconclusion;itisdeterminedbythoseaskingthequestionsandvoicingtheirconcerns)IV.Conclusion(one-sixthoftotaltimeavailable)A.SummaryofproposalInterviewandlistenListening:(themostimportantskill)tohearistorecognizethatsomeoneisspeaking,tolistenistounderstandwhatthespeakerwantstocommunicate-withapositiveattitude(attitudemakeseverything)-startbytalkingaboutinterestsorhobbies-maintaineyecontactandrespondbyposture(headnod)-askquestion,showthatyouarelistening,andtakenotes-don’tassumeanything,bepatientExample.Childandparachute〔降落傘〕InterviewandbodylanguagesBodylanguages:7%only,communicatedbywords38%bythetoneofvoiceused55%byfacialandbodyexpressionsThreeaspects:-facialdisclosure〔流露〕，someonegoodatcontrolling-eyecontact,eyesare“thewindowtothesoul〞-bodyposture,holdsawealthofinformationSpatialZones空間與距離：Intimate〔親密的〕zone—closerthan1.5feet(1.5X30.48=45.72cm，about0.5m)Personalzone—from1.5feetto4feet(0.5m-1.2m)Socialzone—from4feetto12feet(1.2m-3.6m)a“respect〞distancePubliczone—beyond12feet