管理学课件第11章管理沟通与信息技术

CommunicationandInformationTechnologyChapter

11CommunicationandInformationLEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.2LEARNINGOUTLINELEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization.Describethethreecommoncommunicationnetworks.Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication.Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.Explainhowinformationtechnologyaffectsorganizations.3LEARNINGOUTLINELEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.4LEARNINGOUTLINEWhatIsCommunication?Communication(沟通)Thetransferandunderstandingofmeaning(意思的传递和理解).Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.InterpersonalCommunication(人际沟通)CommunicationbetweentwoormorepeopleOrganizationalCommunication(组织沟通)Allthepatterns,network,andsystemsofcommunicationswithinanorganization5WhatIsCommunication?CommunicFourFunctionsofCommunication(沟通的功能)Functionsof

CommunicationControlMotivationEmotional

ExpressionInformation6FourFunctionsofCommunicatioFunctionsofCommunicationControl(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.Motivation(激励)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.7FunctionsofCommunicationContFunctionsofCommunication(cont’d)EmotionalExpression(情绪表达)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.8FunctionsofCommunication(coInterpersonalCommunication(人际沟通)Message(信息)Source:sender’sintendedmeaningEncoding(编码)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解码)Thereceiver’sretranslationofthemessageNoise(噪声)Disturbancesthatinterferewithcommunications9InterpersonalCommunication(人际Exhibit11–1 TheInterpersonalCommunicationProcess(人际沟通过程)10Exhibit11–1 TheInterpersonalDistortionsinCommunicationsMessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11DistortionsinCommunicationsMDistortionsinCommunications(cont’d)TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender12DistortionsinCommunicationsInterpersonalCommunicationMethods(人际沟通方法)Face-to-faceTelephoneGroupmeetings(群体会议)Formalpresentations(正式宣讲)Memos(备忘录)TraditionalMail(传统邮件)Faxmachines(传真)Employeepublications(刊物)Bulletinboards(公告牌)Audio-andvideotapes(录音带和录影带)Hotlines(热线电话)E-mailComputerconferencingVoicemail(语音邮件)Teleconferences(电视电话会议)Videoconferences(视频会议)13InterpersonalCommunicationMeEvaluatingCommunicationMethods(评估沟通方法)Feedback(反馈)Complexitycapacity(容忍复杂性的能力)Breadthpotential(宽度潜力)Confidentiality(保密性)Encodingease(编码容易度)Decodingease(解码容易度)Time-spaceconstraint(时空限制)Cost(费用)Interpersonalwarmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(处理信息的时间)14EvaluatingCommunicationMethoExhibit11–2 ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.15Exhibit11–2 ComparisonofComInterpersonalCommunication(cont’d)NonverbalCommunication(非言语沟通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢体语言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(语调):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.16InterpersonalCommunication(cInterpersonalCommunicationBarriers(人际沟通障碍)Defensiveness(防卫)National

CultureEmotionsInformation

OverloadInterpersonalCommunicationLanguageFiltering17InterpersonalCommunicationBaBarrierstoEffectiveInterpersonalCommunicationFiltering(过滤)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情绪)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超载)Beingconfrontedwithaquantityofinformationthatexceedsanindividual’scapacitytoprocessit.18BarrierstoEffectiveInterperBarrierstoEffectiveInterpersonalCommunication(cont’d)Defensiveness(防卫)Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(语言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.19BarrierstoEffectiveInterperOvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服沟通障碍)UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues20OvercomingtheBarrierstoEffExhibit11–3 ActiveListeningBehaviors(积极倾听者的行为)Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,2001).21Exhibit11–3 ActiveListeningTypesofOrganizationalCommunicationFormalCommunication(正式沟通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone’sjob.InformalCommunication(非正式沟通)Communicationthatisnotdefinedbytheorganization’shierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganization’sperformancebycreatingfasterandmoreeffectivechannelsofcommunication.22TypesofOrganizationalCommunCommunicationFlowsLateralDiagonalDownwa

r

dUpwa

r

d23CommunicationFlowsLateralDiaDirectionofCommunicationFlowDownward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.24DirectionofCommunicationFloDirectionofCommunicationFlow(cont’d)Lateral(Horizontal)Communication(水平沟通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向沟通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.25DirectionofCommunicationFloTypesofCommunicationNetworks(沟通网络的类型)ChainNetwork(链式)Communicationflowsaccordingtotheformalchainofcommand,bothupwardanddownward.WheelNetwork(轮式)Allcommunicationflowsinandoutthroughthegroupleader(hub)toothersinthegroup.All-ChannelNetwork(全通道式)Communicationsflowfreelyamongallmembersoftheworkteam.26TypesofCommunicationNetworkExhibit11–4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria27Exhibit11–4 ThreeCommonOrgaTheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.28TheGrapevine(小道消息)AninformalUnderstandingInformationTechnologyBenefitsofInformationTechnology(IT)(信息技术的好处)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationand

sharingofinformationGreateraccessibility

tocoworkers29UnderstandingInformationTechInformationTechnology(cont’d)NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing30InformationTechnology(cont’dInformationTechnology(cont’d)TypesofNetworkSystemsIntranet(内部网络)AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部网络)

AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors.Wireless(WIFI)capabilities31InformationTechnology(cont’dHowITAffectsOrganization(信息技术如何影响组织沟通)RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether.ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency.IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions.CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives.32HowITAffectsOrganization(信息CurrentCommunicationIssuesManagingCommunicationinanInternetWorld(管理互联网世界中的沟通)Legalandsecurityissues(法律和安全问题)Inappropriateuseofcompanye-mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers.Lackofpersonalinteraction(人际交往的缺乏)Beingconnectedisnotthesameasface-to-facecontact.Difficultiesoccurinachievingunderstandingandcollaborationinvirtualenvironements.33CurrentCommunicationIssuesMaCurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization.Employeecomplaints(“hot-button”issues)CustomercomplaintsRespondingtoInternetgripesitesRecognizedthemasavaluablesourceofinformation.Postmessagesthatclarifymisinformation.Takeactiontocorrectproblemsnotedonthesite.Setupaninternalgripesite.Continuetomonitorthepublicgripesite.34CurrentCommunicationIssuesBeCurrentCommunicationIssues(cont’d)ManagingtheOrganization’sKnowledgeResources(管理组织的知识资源)Buildonlineinformationdatabasesthatemployeescanaccess.(建在线信息数据库，员工共享)Create“communitiesofpractice”forgroupsofpeoplewhoshareaconcern,shareexpertise,andinteractwitheachother.(创建实践社区)35CurrentCommunicationIssues(CommunicationandCustomerServiceCommunicatingEffectivelywithCustomersRecognizethethreecomponentsofthecustomerservicedeliveryprocess:ThecustomerTheserviceorganizationTheserviceproviderDevelopastrongserviceculturefocusedonthepersonalizationofservicetoeachcustomer.Listenandrespondtothecustomer.Provideaccesstoneededserviceinformation.36CommunicationandCustomerSer“PoliticallyCorrect”CommunicationDonotusewordsorphrasesthatstereotype,intimidate,oroffendindividualsbasedontheirdifferences.However,choosewordscarefullytomaintainasmuchclarityaspossibleincommunications.37“PoliticallyCorrect”CommunicCommunicationandInformationTechnologyChapter

11CommunicationandInformationLEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.39LEARNINGOUTLINELEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.OrganizationalCommunicationExplainhowcommunicationcanflowinanorganization.Describethethreecommoncommunicationnetworks.Discusshowmanagersshouldhandlethegrapevine.UnderstandingInformationTechnologyDescribehowtechnologyaffectsmanagerialcommunication.Definee-mail,instantmessaging,blogsandwikis,voice-mail,fax,EDI,teleconferencing,videoconferencing,webconferencing,intranet,andextranet.Explainhowinformationtechnologyaffectsorganizations.40LEARNINGOUTLINELEARNINGOUTLINE(cont’d)

FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.41LEARNINGOUTLINEWhatIsCommunication?Communication(沟通)Thetransferandunderstandingofmeaning(意思的传递和理解).Transfermeansthemessagewasreceivedinaformthatcanbeinterpretedbythereceiver.Understandingthemessageisnotthesameasthereceiveragreeingwiththemessage.InterpersonalCommunication(人际沟通)CommunicationbetweentwoormorepeopleOrganizationalCommunication(组织沟通)Allthepatterns,network,andsystemsofcommunicationswithinanorganization42WhatIsCommunication?CommunicFourFunctionsofCommunication(沟通的功能)Functionsof

CommunicationControlMotivationEmotional

ExpressionInformation43FourFunctionsofCommunicatioFunctionsofCommunicationControl(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.Motivation(激励)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.44FunctionsofCommunicationContFunctionsofCommunication(cont’d)EmotionalExpression(情绪表达)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.45FunctionsofCommunication(coInterpersonalCommunication(人际沟通)Message(信息)Source:sender’sintendedmeaningEncoding(编码)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解码)Thereceiver’sretranslationofthemessageNoise(噪声)Disturbancesthatinterferewithcommunications46InterpersonalCommunication(人际Exhibit11–1 TheInterpersonalCommunicationProcess(人际沟通过程)47Exhibit11–1 TheInterpersonalDistortionsinCommunicationsMessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage48DistortionsinCommunicationsMDistortionsinCommunications(cont’d)TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender49DistortionsinCommunicationsInterpersonalCommunicationMethods(人际沟通方法)Face-to-faceTelephoneGroupmeetings(群体会议)Formalpresentations(正式宣讲)Memos(备忘录)TraditionalMail(传统邮件)Faxmachines(传真)Employeepublications(刊物)Bulletinboards(公告牌)Audio-andvideotapes(录音带和录影带)Hotlines(热线电话)E-mailComputerconferencingVoicemail(语音邮件)Teleconferences(电视电话会议)Videoconferences(视频会议)50InterpersonalCommunicationMeEvaluatingCommunicationMethods(评估沟通方法)Feedback(反馈)Complexitycapacity(容忍复杂性的能力)Breadthpotential(宽度潜力)Confidentiality(保密性)Encodingease(编码容易度)Decodingease(解码容易度)Time-spaceconstraint(时空限制)Cost(费用)Interpersonalwarmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(处理信息的时间)51EvaluatingCommunicationMethoExhibit11–2 ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.52Exhibit11–2 ComparisonofComInterpersonalCommunication(cont’d)NonverbalCommunication(非言语沟通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢体语言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(语调):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.53InterpersonalCommunication(cInterpersonalCommunicationBarriers(人际沟通障碍)Defensiveness(防卫)National

CultureEmotionsInformation

OverloadInterpersonalCommunicationLanguageFiltering54InterpersonalCommunicationBaBarrierstoEffectiveInterpersonalCommunicationFiltering(过滤)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情绪)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超载)Beingconfrontedwithaquantityofinformationthatexceedsanindividual’scapacitytoprocessit.55BarrierstoEffectiveInterperBarrierstoEffectiveInterpersonalCommunication(cont’d)Defensiveness(防卫)Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(语言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.56BarrierstoEffectiveInterperOvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服沟通障碍)UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues57OvercomingtheBarrierstoEffExhibit11–3 ActiveListeningBehaviors(积极倾听者的行为)Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,2001).58Exhibit11–3 ActiveListeningTypesofOrganizationalCommunicationFormalCommunication(正式沟通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone’sjob.InformalCommunication(非正式沟通)Communicationthatisnotdefinedbytheorganization’shierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganization’sperformancebycreatingfasterandmoreeffectivechannelsofcommunication.59TypesofOrganizationalCommunCommunicationFlowsLateralDiagonalDownwa

r

dUpwa

r

d60CommunicationFlowsLateralDiaDirectionofCommunicationFlowDownward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.61DirectionofCommunicationFloDirectionofCommunicationFlow(cont’d)Lateral(Horizontal)Communication(水平沟通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向沟通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.62DirectionofCommunicationFloTypesofCommunicationNetworks(沟通网络的类型)ChainNetwork(链式)Communicationflowsaccordingtotheformalchainofcommand,bothupwardanddownward.WheelNetwork(轮式)Allcommunicationflowsinandoutthroughthegroupleader(hub)toothersinthegroup.All-ChannelNetwork(全通道式)Communicationsflowfreelyamongallmembersoftheworkteam.63TypesofCommunicationNetworkExhibit11–4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria64Exhibit11–4 ThreeCommonOrgaTheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.65TheGrapevine(小道消息)AninformalUnderstandingInformationTechnologyBenefitsofInformationTechnology(IT)(信息技术的好处)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationand

sharingofinformationGreateraccessibility

tocoworkers66UnderstandingInformationTechInformationTechnology(cont’d)NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing67InformationTechnology(cont’dInformationTechnology(cont’d)TypesofNetworkSystemsIntranet(内部网络)AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部网络)

AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganization