1、Communication To Persuade other people to think or act in the way we do 沟通从心开始沟通从心开始 -中国移动中国移动 Make yourself heard 理解就是沟理解就是沟通通 -爱立信爱立信 Communication Unlimited! 沟通无沟通无极限极限 -摩托罗拉摩托罗拉The Definition of communicationCharacteristics of CommunicationBehaviors for Effective Interpersonal CommunicationCompo
2、nents of communicationFunctions of CommunicationThe Definition of communication:100,000 years ago-facial expressions, exclamations（大叫） and noisesBasics of human communication30,000 years ago- Cave paintings 20,000 years ago-a speakable language5,000 years ago-the use of symbols and script Components
3、 of communication 沟通的构成要素components of communication?Components of CommunicationsenderencodingcontextreceiverdecodingfeedbackchannelmessagenoiseComponents of communication Sender/Source （信息源）（信息源） A sender/source is the person who transmits a message. Message （信息）（信息） A message is any signal that tr
4、iggers the response of a receiver. Encoding （编码）（编码） Encoding refers to the activity during which the sender must choose certain words or nonverbal methods to send an intentional message. Decoding （解码）（解码）Decoding is the activity during which the receiver attaches meaning to the words or symbols he/
5、she has received.Receiver （信息接收者）（信息接收者）A receiver is any person who notices and gives some meaning to a message.Channel /Medium （渠道）（渠道）Channel/Medium is the method used to deliver a message. Context（情境）（情境）The setting or situation is called a context. Noise （干扰）（干扰）Noise is a term used for factors
6、 that interfere with the exchange of messages, including external noise ，physiological noise, psychological noise and semantic noise. Noise is inevitable.Feedback （反馈）（反馈）The response of a receiver to a senders message is called feedback. Verbal Communication语言信息沟通语言信息沟通WORDS 言语 =7%v Keep it simplev
7、 保持简要保持简要v Explain and/or provide an examplev 解释或举例，或二者都做解释或举例，或二者都做v Use clear,direct wordsv 使用清楚，直截了当的语言使用清楚，直截了当的语言v Respect your listenersv 尊重你的听众尊重你的听众v Repeat your main ideav 重复你的主要观点重复你的主要观点v Check for understandingv 检查理解情况检查理解情况Visual Communication视觉沟通视觉沟通 = 55%v Eye Contact目光接触目光接触v Posture
8、身体的姿势身体的姿势v Gestures手势动作手势动作v Facial Expression面部表情面部表情Vocal Communication声觉沟通声觉沟通 = 38%vVariety变化变化vQuality音质音质vRate语速语速vVolume音量音量vVocalized Pauses顿音顿音The Impact of Nonverbal Communication非言语沟通的作用非言语沟通的作用VOCAL 声觉声觉38%VISUAL视觉视觉55%VERBAL 言语言语7% Characteristics of Communication 沟通的特点Characteristics
9、of CommunicationCONTEXTUALSYSTEMATICTRANSACTIONALSELF-REFLECTIVESYMBOLICIRREVERSIBLEDYNAMICCOMMUNICATION ISa. Communication is dynamic（动态的）（动态的） Communication is an ongoing activity. It is not fixed. A word or action does not stay frozen when you communicate ; it is immediately replaced with yet ano
10、ther word or action. (交际就像是一部动画，而不交际就像是一部动画，而不是图片）是图片）b. Communication is systematic（系统性的）（系统性的）Communication does not occur in isolation or in a vacuum, but rather is part of a larger system. We send and receive messages not in isolation, but in a specific setting. (场景，场所，场合，场景，场所，场合，参加的人数等）参加的人数等）
11、Setting and environment help determine the words and actions we generate. Dress, language, topic selection, and the like are all adapted to context. c. Communication is symbolic 符号性的）符号性的） Symbols are central to the communication process because they represent the shared meanings that are communicat
12、ed. A symbol is a word, action, or object that stands for or represents a unit of meaning. d. Communication is irreversible（不可逆转的）vCommunication is an irreversible process. We can never undo what has already been done. Although we may try to qualify, negate, or somehow reduce the effects of our mess
13、age, once it has been sent and received, the message itself cannot be reversed. e. Communication is transactional（交互式的） A transactional view holds that communicators are simultaneously sending and receiving messages at every instant that they are involved in conversations. f. Communication is self-r
14、eflective（自省的） Human beings have a unique ability to think about themselves, to watch how they define the world, and to reflect on their past, present, and future. G. Communication is contextual （情境的） All communication takes place within a setting or situation called a context. By context, we mean t
15、he place where people meet, the social purpose for being together, and the nature of the relationship. Thus the context includes the physical, social, and interpersonal settings.vBehaviors for Effective Interpersonal CommunicationSix Behaviors for Effective Interpersonal CommunicationvHonestyvOpenne
16、ss （self disclosure）vEmpathyvPositivenessvSupportivenessvEqualityHonestyvHonesty, the quality of being honest, when applied to an interpersonal communication event, implies freedom from deceit or fraud.vHonesty may sometimes require enormous wisdom and courage.vHonesty includes both attitude and beh
17、avior.nBoth the attitude, or predisposition to behave honestly, and the behavior are entirely a matter of choice.vWere not fully honest with each other.Openness vSelf-disclosure, revealing ones thinking, feelings, and beliefs to another.vSuccessful interpersonal communication is characterized by the
18、 right amount and the right kind of self-disclosure in the right time.vThe more you know about someone, the fewer false assumptions you are likely to make about that person.The Johari WindowOpenKnown to othersHiddenBlindUnknownNot known to selfKnown to selfNot known to othersThe Johari WindowOpenKno
19、wn to othersHiddenBlindUnknownNot known to selfKnown to selfNot known to othersEmpathy vEmpathy refers to supportive behavior that is characterized by identification with the experiences, feelings, and problems of others, and with the affirmation of the others self-worth.vEmpathy is a reaction to so
20、meone that reflects recognition and identity with a similar emotional state.PositivenessvPositiveness refers to behavior that is sure and constructive, rather than to behavior that is skeptical and doubtful.vIt empathizes the hopeful side of things by looking to the good in people and events.vIt aff
21、irms and builds; it does not attack or tear down.SupportivenessvRefers to behavior characterized by description (rather than evaluation), problem orientation (rather than control), spontaneity (instead of strategy), empathy (as opposed to neutrality), equality (as opposed to superiority), and provis
22、ionalism (rather than certainty).EqualityvEquality refers to showing respect for another person and minimizing differences in ability, status, power and intellectual ability.Functions of Communication Functions of CommunicationnControlnControl individuals behaviors in organizationsnMotivationnClarif
23、y for employees what is to done, how well they have done it, and what can be done to improve performancenEmotional ExpressionnSocial interaction in the form of work group communications provides a way for employees to express themselves.nInformationnIndividuals and work groups need information to ma
24、ke decisions or to do their work. Interpersonal Communication MethodsnFace-to-facenTelephonenGroup meetingsnFormal presentationsnMemosnTraditional mailnFaxnEmployee publicationsnBulletin boardsnAudio- and videotapes Interpersonal Communication BarriersnFilteringnThe deliberate manipulation of inform
25、ation to make it appear more favorable to the receiver.nEmotionsnDisregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages.nInformation OverloadnBeing confronted with a quantity of information that exceeds an individuals capacity to proces
26、s it.nDefensivenessnWhen threatened, reacting in a way that reduces the ability to achieve mutual understanding.nLanguagenThe specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages.nNational CulturenCulture influences the form, formality, openness, pa
27、tterns and use of information in communications.Overcoming Interpersonal Communication BarriersnUse FeedbacknSimplify LanguagenListen ActivelynConstrain EmotionsnWatch Nonverbal Cues communication skills46 结束语当你尽了自己的最大努力时，失败也是伟大的，所以不要放弃，坚持就是正确的。When You Do Your Best, Failure Is Great, So DonT Give Up, Stick To The End47谢谢大家荣幸这一路，与你同行ItS An Honor To Walk With You All The Way演讲人：XXXXXX 时 间：XX年XX月XX日
