Chaper 14

管理学第十四章导图：Methods and challenges of interpersonal communication。

Chaper 14 Mananger Communication

• The nature and function of communication
  • communication functions
    • Control
      • Formal and informal communications act to control individuals'behaviors in organizations
    • motivation
      • Communications clarify for employees what is to be done,how well they have done it, and what can be done to improve performance.
    • Emotional expression
      • Social interaction in the form of work group communications provides a way for employees to express themselves.
    • information
      • Individuals and work groups need information to make decisions or to do their work.
  • communication
    • Communication is transfer and understanding of meaning Transfer means the message is received in a form that can be interpreted by the receiver. Understanding the message is not the same as the receiver agreeing with the message. For communication to be successful , the meaning must be imparted and understood Good communication is often erroneously defined by the communicator as agrteemen with the message instead of clear understanding of the message.
    • interpersonal communication
      • communication between two or more people
    • organizational communication
      • all the patterns networks,and systems of communication within an organization
• Methods and challenges of interpersonal communication
  • Methods
    • communication process
      • Noise
        • any disturbances that interfere with the transmission,receipt,or feedback of a message
    • 12 questions
    • Nonverbal communication
      • communication transmitted without words
      • Body language
        • gestures,facial configurations,and other body movements that convey meaning
      • Verbal intonation
        • an emphasis given to words or phrases that conveys meaning
  • Barriers
    • Cognitive
      • Information overload
        • When information exceeds our processing capacity
      • Filtering
        • The deliberate manipulation of information to make it appear more favorable to the receiver
    • Emotion
      • Extreme emotions are most likely to hinder effective communication.When threatened, reacting in a way that reduces the ability to achieve mutual understanding
    • To effective interpersonal communication
      • Socioculture
        • The different meanings of words and specialized ways (jargon)in which senders use words can cause receivers to misinterpret their messages. Jargon:specialized terminology or technical language that members of a group use to communicate among themselves
      • National culture
        • Culture influences the form,formality, openness,patterns,and use of information in communications.
  • Overcome barriers
    • Use feedback
    • Simplify language
    • Constrain emotion
    • Watch nonverbal cues
    • Listening actively
• Communication issues in today`s communication
  • Managing Communication in a Digitally Connected World
    • Legal and security issues
    • Personal interaction
  • Managing the Organization's Knowledge Resources
    • Managers need to enable employees to communicate and share knowledge so they can learn from each other.
  • The Role of Communication in Customer Service
    • The three components: 1.customer 2.service organization 3.individual service provider
  • Getting Employee Input
    • Letting employees know that their opinions matter is an essential first step in building effective suggestions systems.
  • Communicating Ethically
    • Ethical communication
      • Communication that includes all relevant information,is true in every sense,and is not deceptive in any way
• Effective organizational communication
  • Formal versus Informal
    • Formal communication
      • Communication that takes place within prescribed organizational work arrangements
    • Informal communication
      • Communication that is not defined by the organization's structural hierarchy This system fulfills two purposes in organizations It permits employees to satisfy their need for social interaction It can improve an organization's performance by creating alternative , and frequently faster and more efficient , channels of communication
  • Networks
    • Communication networks
      • Chain
      • Wheel
      • All Channel
    • Grapevine
      • the informal organizational communication network
  • Workplace design and communication
    • The greatest impact on communication
      • Open workplace
        • Workplaces with few physical barriers and enclosures
    • The availability of adjustable work arrangement , equipments , and furnishings
  • Direction of flow
    • Downward communication
      • communication that flows downward from a manager to employees
      • Town hall meeting
        • informal public meetings where information can be relayed,issues can be discussed,or employees can be brought together to celebrate accomplishments
    • Upward communication
      • communication that flows upward from employees to managers
    • Lateral communication
      • communication that takes place among any employees on the same organizational level
    • Diagonal communication
      • communication that cuts across work areas and organizational levels
• Becoming a better communicator
  • Sharpening Your Persuasion Skills
    • Persuasion skills:skills that enable a person to influence others to change their minds or behavior
  • Sharpening Your Speaking Skills
    • Speaking skills:skills that refer to the ability to communicate information and ideas in talking so others will understand
  • Sharpening Your Writing Skills
    • Writing skills:skills that entail communicating effectively in text as appropriate for the needs of the audience
  • Sharpening Your Reading Skills
    • Reading skills:skills that entail an understanding of written sentences and paragraphs in work-related documents.
• Communication in the internet and social media age
  • The 24/7 Work Environment
    • IT has made it possible to stay connected around the clock,seven days per week. IT has made it possible for people in organizations to be fully accessible,at any time,regardless of where they are.
  • Working From Anywhere
    • Wireless communication technology has the ability to improve work for managers and employees.
  • Social Media
    • Devoting a channel for information exchange about a specific topic can help compartmentalize the conversation. It can also start a useful conversation in which employees can share their experiences and make suggestions for creating competitive advantage.
  • Balancing the Pluses and Minuses
    • Communication and the exchange of information among organizational members are no longer constrained by geography or time. Constantly staying connected has its downsides, such as impeding creativity.
  • Choosing the Right Media
    • It is important for managers to understand the situations in which one or more media facilitates effective communication.
• Active listening
  • Listening for full meaning without making premature judgments or interpretations
• • Message
    • A purpose to be conveyed
  • Encoding
    • Converting a message into symbols
  • Decoding
    • Retranslating a sender's message
  • Channel(medium)
    • The medium a message travels along