1、管理学教学资料10erobbins_ppt14-rCopyright 2010 Pearson Education,Inc.Publishing as Prentice Hall142Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall143Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall144Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1456Commun
2、ication:The process of information transferred from the sender to the receiver沟通是指信息从发送者到接受者的传递过程。一个组织成员在一个组织中充当各种不同角色。要履行好自己的职责，就必须掌握良好的沟通技巧。对上司对上司对外界对外界对下属对下属对同事对同事汇报情况，接受指示汇报情况，接受指示了解外了解外界信息，界信息，接触与接触与联系联系指导下属，听取下属汇报，了解和激励员工指导下属，听取下属汇报，了解和激励员工协调与其协调与其他管理者他管理者之间的联之间的联系系组织成员组织成员7Purpose of communic
3、ation?Purpose:to gain understanding and supportReceiver is willing to take corresponding measures according to the meaning of the sender信息接受者愿意按照信息发送者的意图采取相应的行动。Sign for effective communication8Information senderInformation receiverChannel and methods for information transferring Hi,are we going to
4、the exhibition tomorrow?En.I will see my schedule for tomorrowInformation Basic conditionsAdditional conditions Information sent should be accurate and complete Receiver can receive complete information and correctly understand the information Receiver is willing to take measures according to the se
5、nder9 信息发送者和信息接受者为同一个行为主体，自行发出信息、自行传递、自我接收和理解。人们进行自我沟通的目的是为了认识“自我”。在所有的沟通中，自我沟通是基础。在组织内部进行的信息交流、联系和传递活动。良好的组织沟通是疏通组织内外部渠道，协调组织内各部分之间关系的重要条件。由于角色和权力系统的制约，组织沟通较复杂。Self communication自我沟通Organization communication 组织沟通:All the patterns,network,and systems of communications within an organization Interpe
6、rsonal CommunicationCommunication between two or more people人际沟通人际沟通 两个或两个以上的人之间的信息沟通。两个或两个以上的人之间的信息沟通。Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1410Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1411Copyright 2010 Pearson Education,Inc.Publishing as Prentice H
7、all1412Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1413发送者信息媒介接收者编码噪音反馈信息译码 Prentice Hall,2002Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1415Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1416Copyright 2010 Pearson Education,Inc.Publishing as
8、 Prentice Hall1417Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1418Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1419反馈反馈 接收者以多快的速度对信息作出反应?复杂复杂 这种方式能否有效地处理复杂信息?宽度宽度 使用这种方法能传递几种不同的信息?保密保密 沟通者能否相信他们的信息只被他们想传递的那些人接收到?编码编码 发送者能否很容易并很快使用这个渠道?译码译码 接收者能否很容易并很快对这些信息进行译码?
9、时间时间 发送者和接收者是否需要在同一时间、同一空间进行沟通?成本成本 这种方法需要花费多少钱?人际人际 这种方法能够传递多少人际温暖度?正规正规 这种方法需要多大程度的正规化?浏览浏览 这种方法能否使相关信息很容易被人看到或浏览到?花费花费 在处理信息时，是否需要发送者或接收者对信息进行严格的控制?Prentice Hall,2002Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1421Note:Ratings are on a 15 scale where 1=high and 5=low.Consumpti
10、on time refers to who controls the reception of communication.S/R means the sender and receiver share control.Source:P.G.Clampitt,Communicating for Managerial Effectiveness(Newbury Park,CA:Sage Publications,1991),p.136.Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1422Copyright 201
11、0 Pearson Education,Inc.Publishing as Prentice Hall1423Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1424董事会 100%副总裁 63%部门主管 56%工厂经理 40%第一线工长30%职工 20%最初的信息 最终的信息 图 信息传递链现象实例 信息的过滤Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1427Copyright 2010 Pearson Education,In
12、c.Publishing as Prentice Hall1428Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1430Source:Based on P.L.Hunsaker,Training in Management Skills(Upper Saddle River,NJ:Prentice Hall,2001).Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1431Copyright 2010 Pearson Educati
13、on,Inc.Publishing as Prentice Hall1432Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1433Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1434经理车间车间车间班组班组班组班组班组班组班组班组班组向外平行斜向下行上行表 正式沟通信息流向的类型及特征大类小类特征垂直沟通渠道上行沟通渠道（自下而上的沟通）非命令性、民主性、主动性、积极性下行沟通渠道（自上而下的沟通）指令性、法定性、权威性、强迫性横
14、向沟通渠道平行沟通渠道非命令性、协商性、双向性斜行沟通渠道协商性、主动性Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1440Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1442正式沟通网络类型ABCDEABCDEABCDEABCDEABECD 沟通网络 标准链型 Y型轮盘型环型全通道型速度准确性领导者的涌现士气中高中中中高中中快高高低慢低无高快中无高Copyright 2010 Pearson Education,Inc.Pub
15、lishing as Prentice Hall1450LCFKARBDACBEFACBBCD单线型饶舌型偶然型集束型非正式沟通网络类型 沟通的禁忌沟通的禁忌:不良的口头禅不良的口头禅过多的专业术语过多的专业术语威胁的语句威胁的语句易受干扰的环境易受干扰的环境忽视了确认不了解忽视了确认不了解的信息的信息只听自己想听的只听自己想听的过度自我为中心过度自我为中心不信任对方不信任对方被第一印象及身份被第一印象及身份 地位左右。地位左右。上司所说的话上司所说的话1）你的绩效这）你的绩效这 一季比上一一季比上一 季低，我真季低，我真 的期望你再的期望你再 加点油。加点油。上司的原意上司的原意你需要再努你
16、需要再努力一点，而力一点，而且我相信你且我相信你做得到。做得到。部属听到的意思部属听到的意思如果再落后的话，如果再落后的话，你会被解雇。你会被解雇。上司所说的话上司所说的话2）那份报告一）那份报告一 写好，就拿写好，就拿 给我，我需给我，我需 要它。要它。上司的原意上司的原意一个礼拜以一个礼拜以内，我需要内，我需要那份报告。那份报告。部属听到的意思部属听到的意思停止你现在忙碌停止你现在忙碌的工作，在今天的工作，在今天把报告写好。把报告写好。Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1457Copyright
17、2010 Pearson Education,Inc.Publishing as Prentice Hall1458Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1459Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1460Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1461Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1462Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1463Copyright 2010 Pearson Education,Inc.Publishing as Prentice Hall1464
