管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課

CommunicationandInformationTechnologyChapter

11管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第1頁第1頁LEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.2管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第2頁第2頁LEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization.Describethethreecommoncommunicationnetworks.Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication.Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.Explainhowinformationtechnologyaffectsorganizations.3管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第3頁第3頁LEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.4管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第4頁第4頁WhatIsCommunication?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,andsystemsofcommunicationswithinanorganization5管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第5頁第5頁FourFunctionsofCommunication(溝通功效)Functionsof

CommunicationControlMotivationEmotional

ExpressionInformation6管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第6頁第6頁FunctionsofCommunicationControl(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.Motivation(激勵)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.7管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第7頁第7頁FunctionsofCommunication(cont’d)EmotionalExpression(情緒表示)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.8管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第8頁第8頁InterpersonalCommunication(人際溝通)Message(信息)Source:sender’sintendedmeaningEncoding(編碼)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解碼)Thereceiver’sretranslationofthemessageNoise(噪聲)Disturbancesthatinterferewithcommunications9管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第9頁第9頁Exhibit11–1 TheInterpersonalCommunicationProcess(人際溝經(jīng)過程)10管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第10頁第10頁DistortionsinCommunicationsMessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第11頁第11頁DistortionsinCommunications(cont’d)TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender12管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第12頁第12頁InterpersonalCommunicationMethods(人際溝通方法)Face-to-faceTelephoneGroupmeetings(群體會議)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(電視電話會議)Videoconferences(視頻會議)13管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第13頁第13頁EvaluatingCommunicationMethods(評定溝通方法)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(時空限制)Cost(費用)Interpersonalwarmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(處理信息時間)14管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第14頁第14頁Exhibit11–2 ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.15管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第15頁第15頁InterpersonalCommunication(cont’d)NonverbalCommunication(非言語溝通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢體語言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(語氣):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.16管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第16頁第16頁InterpersonalCommunicationBarriers(人際溝通障礙)Defensiveness(防衛(wèi))National

CultureEmotionsInformation

OverloadInterpersonalCommunicationLanguageFiltering17管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第17頁第17頁BarrierstoEffectiveInterpersonalCommunicationFiltering(過濾)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情緒)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超載)Beingconfrontedwithaquantityofinformationthatexceedsanindividual’scapacitytoprocessit.18管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第18頁第18頁BarrierstoEffectiveInterpersonalCommunication(cont’d)Defensiveness(防衛(wèi))Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(語言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.19管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第19頁第19頁OvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服溝通障礙)UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues20管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第20頁第20頁Exhibit11–3 ActiveListeningBehaviors(主動傾聽者行為)Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,).21管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第21頁第21頁TypesofOrganizationalCommunicationFormalCommunication(正式溝通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone’sjob.InformalCommunication(非正式溝通)Communicationthatisnotdefinedbytheorganization’shierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganization’sperformancebycreatingfasterandmoreeffectivechannelsofcommunication.22管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第22頁第22頁CommunicationFlowsLateralDiagonalDownwa

r

dUpwa

r

d23管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第23頁第23頁DirectionofCommunicationFlowDownward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.24管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第24頁第24頁DirectionofCommunicationFlow(cont’d)Lateral(Horizontal)Communication(水平溝通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向溝通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.25管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第25頁第25頁TypesofCommunicationNetworks(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.26管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第26頁第26頁Exhibit11–4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria27管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第27頁第27頁TheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.28管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第28頁第28頁UnderstandingInformationTechnologyBenefitsofInformationTechnology(IT)(信息技術(shù)好處)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationand

sharingofinformationGreateraccessibility

tocoworkers29管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第29頁第29頁InformationTechnology(cont’d)NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing30管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第30頁第30頁InformationTechnology(cont’d)TypesofNetworkSystemsIntranet(內(nèi)部網(wǎng)絡(luò))AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部網(wǎng)絡(luò))

AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors.Wireless(WIFI)capabilities31管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第31頁第31頁HowITAffectsOrganization(信息技術(shù)怎樣影響組織溝通)RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether.ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency.IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions.CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives.32管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第32頁第32頁CurrentCommunicationIssuesManagingCommunicationinanInternetWorld(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.33管理學(xué)管理溝通與信息技術(shù)CommunicationandInformationTechnology課件第33頁第33頁CurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization.Employeecomplaints(“hot-button”issues)Customercomplaints