第十五章：Communicating沟通课件

第十五章：Communicating

沟通人际沟通是管理者的基本技能之一，本章对沟通的基本理论作了一个介绍。主要内容包括：人际沟通、提高沟通技能、组织沟通这三部分。第一节：Interpersonalcommunication人际沟通CommunicationThetransmissionofinformationandmeaningfromonepartytoanotherthroughtheuseofsharedsymbols.沟通：指信息和意思通过共有的符号从一方传递到另一方。Thesenderinitiatestheprocessbyconveyinginformationtothereceiver.Thesenderhasameaningheorshewishestocommunicateandencodesthemeaningintosymbols.Thenthesendersendsthemessagethroughsomechannel.沟通过程从发送者开始，他把信息传递给接收者，发送者将需要沟通的信息编码成符号（语言），然后通过某种渠道（口头、书面）传递给接收者。Thereceivedecodesthemessageandattemptstointerpretthesender’smeaning.Thereceivermayprovidefeedbacktothesenderbyencodingamessageinresponsetothesender’smessage.接收者解码收到的信息，并解释发送者的意思。接收者可能对发送者提供反馈，以作为对发送者的信息的反应。1One-wayversustwo-waycommunication单向与双向沟通One-waycommunicationAprocessinwhichinformationflowsinonlyonedirection—fromthesendertothereceiver,withnofeedbackloop.单向沟通：信息朝着一个方向流动—从发送者到接收者，而没有反馈。Two-waycommunicationAprocessinwhichinformationflowsintwodirections—thereceiverprovidesfeedbackandthesenderisreceptivetothefeedback.双向沟通：信息朝着两个方向流动—接收者提供反馈并且发送者接收了反馈。One-waycommunicationismuchmorecommonthanitshouldbebecauseitisfasterandeasierforthesender.Thebusyexecutivefindsiteasiertodashoffamemothantodiscusstheissuewiththesubordinate.人们通常使用单向沟通，因为对发送者来说，他更快更容易。忙碌的管理者发现下发一个备忘录比与下属一起讨论更容易。Two-waycommunicationismoredifficultandtime-consumingthanone-waycommunication.However,itismoreaccurate;fewermistakesoccurandfewerproblemsarise.双向沟通比单向沟通更困难并且花时间，可是，双向沟通更准确，错误和问题更少。Communicationpitfalls

沟通陷阱Errorscanoccurinallstagesofthecommunicationprocess.Intheencodingstage,worldscanbemisused,decimalpointstypedinthewrongplaces,factsleftout,orambiguousphrasesinserted.在沟通的每个阶段都可能出错。在编码阶段，可能会用错字、小数点点错了地方、漏掉了一些事实或插入了一些模糊的段落。Inthetransmissionstage,amemogetslostonacluttereddesk,thewordsonanoverheadtransparencyaretoosmalltoreadfromthebackoftheroom,orwordsarespokenwithambiguousinflections.在信息的传递阶段，备忘录在凌乱的桌子上丢了，胶片上头的字太小以至于后面的人看不清楚，或由于吐字不清而让人听不清楚。Decodingproblemsarisewhenthereceiverdoesn’tlistencarefullyorreadstooquicklyandoverlooksakeypoint.当接收者没有仔细听，或读得太快和忽略关键点时，解码问题就产生了。Moregenerally,people’sperceptualandfilteringprocessescreatemisinterpretations.更一般的是，人们的感知和过滤过程会产生错误理解。Becauseofsuchfilteringandperceptualdifferences,youcannotassumetheotherpersonmeanswhatyouthinkhemeans,orunderstandsthemeaningsyouintend.因为过滤和感知的不同，你不能想当然的认为：你想象的别人的想法就是他的真实想法；也不能想当然的认为别人能理解你的意图。3Mixedsignalsandmisperception混合信号和误解People’sperceptionscanundermineattemptstocommunicate.Theyinadvertentlysendmixedsignalsthatcanunderminetheirintendedmessages….,allofthiscreatesproblemsincommunication.人们的感知可能会破坏沟通。人们漫不经心地发送信号可能破坏他们意图传递的信息，……所有的这些都会给沟通带来问题。Reducingmisperception

减少误解(1)ensurethatthereceiversattendtothemessagetheyaresending;确保接收者注意发送者正在发送的信息(2)considertheotherparty’sframeofreferenceandattempttoconveythemessagefromthatperceptualviewpoint.考虑另一方的参考框架并从感知的角度出发传递信息。(3)takeconcretestepstominimizeperceptualerrorsandimpropersignals,inbothsendingandreceiving;从发送和接收两个方面采取具体的步骤来减少感知上的错误和不适当的信号。(4)sendconsistentmessages.发送一致的信息。Oralandwrittenchannels

口头和书面渠道Communicationcanbesentthroughavarietyofchannelsincludingoral,written,andelectronic.沟通能通过各种各样的渠道进行，这些渠道包括：口头渠道、书面渠道和电子渠道。4.1oralcommunication

口头沟通Oralcommunicationincludesface-to-facediscussion,telephoneconversations,andformalpresentationsandspeeches.口头沟通包括：面对面讨论、电话交谈、正式陈述和演讲。Advantagesarethatquestionscanbeaskedandanswered;feedbackisimmediateanddirect;thereceivercansensethesender’ssincerity;andoralcommunicationismorepersuasiveandsometimeslessexpensivethanwritten.口头沟通的优点是：有问有答；马上有直接的反馈；接收者能感受到发送者的真诚；口头沟通更有说服力；有时花费比书面沟通低。Oralcommunicationalsohasdisadvantages:Itcanleadtospontaneous,ill-consideredstatements,andthereisnopermanentrecordofit.口头沟通也有缺点：他可能导致一时冲动的、没有充分考虑的陈述；它没有永久的记录。4.2writtencommunication

书面沟通Writtencommunicationincludesmemos,letters,reports,computerfiles,andotherwrittendocuments.书面沟通包括：备忘录、信件、报告、计算机文件和其他的书面文件Advantagestousingwrittenmessagesarethatthemessagecanberevisedseveraltimes,itisapermanentrecordthatcanbesaved,themessagestaysthesameevenifrelayedthroughmanypeople,andthereceiverhasmoretimetoanalyzethemessage.书面沟通的优点是：以书面形式发送的信息能多次修改；可以作为永久信息保存；信息经过多人转手也不会改变；接收者有更多时间去分析信息。Disadvantagesarethatthesenderhasnocontroloverwhere,when,orifthemessageisread;thesenderdoesnotreceiveimmediatefeedback;thereceivermaynotunderstandpartsofthemessage;andthemessagemustbelongertocontainenoughinformationtoansweranticipatedquestions.书面沟通的缺点是：发送者不能控制接收者在什么地点、什么时间或是否阅读信息；发送者不能立即得到反馈；接收者可能不理解部分信息；书面材料中必须包含足够的信息以回答可能的问题5Electronicmedia电子媒介Theadvantagesincludethesharingofmoreinformation,andspeedandefficiencyindeliveringroutinemessagestolargenumbersofpeopleacrossvastgeographicareas.Itcanreducetimespenttraveling,talking,andphotocopying.It’salsocheap优点包括：共享更多的信息；通过广大的地理区域传递日常信息到很多人时提高了速度和效率；减少时间；成本低。Disadvantagesofelectroniccommunicationincludethedifficultyofsolvingcomplexproblems,whichrequiremoreextended,face-to-faceinteraction,andtheinabilitytopickupsubtle,nonverbal,orinflectionalcluesaboutwhatthecommunicatoristhinkingorconveying.电子沟通的缺点包括：难以解决那些需要面对面交流的复杂问题；不能获得有关沟通信息的微妙的、非语言的线索Communicationsnetworks

沟通网络Therearethreecommunicationsnetworks.有三个沟通网络(1)independent,decentralizeddecisionmakershavethelowestcommunicationsneeds.独立的、分散的决策者需要的沟通最少。(2)centralizeddecisionmakersneedandreceivegreatervolumesofrelevantinformationfromdifferentsitesandfrompeoplebothinsideandoutsidethefirm.集中的决策者需要从不同的地方和从公司内外得到大量的相关信息。(3)connected,decentralizeddecisionmakersaresointerconnectedthattheyrequireevenmoreinformationthancentralizedones.Theymakeindependentdecisions,buttheirdecisionsmustbebasedonvastamountsofinformationfromremotesitesavailablethroughelectronicorothernetworks.关联的、分散的决策者需要的信息比集中决策者还要多，他们独立决策，但是他们的决策是建立在大量的信息之上的，这些信息可能是通过电子的或其他网络远距离收集到的。7Mediarichness媒介丰富度MediarichnessThedegreetowhichacommunicationchannelconveysinformation.媒介丰富度：沟通渠道传递信息的程度Somecommunicationchannelsconveymoreinformationthanother.Theamountofinformationamediumconveysiscalledmediarichness.Themoreinformationorcuesamediumsendstothereceiver,thericherthemediumis.一些沟通渠道比其他渠道传递更多的信息。媒介传递信息的数量称为媒介丰富度。Face-to-facecommunicationistherichestmediumbecauseitoffersavarietyofcuesinadditiontowords:toneofvoice,facialexpression,bodylanguage,andothernonverbalsignals.面对面沟通是最丰富的媒介，因为除了语言之外，它还各种各样的提示：语气、面部表情、身体语言和其他的非语言信号。Thetelephoneidlessrichthanface-to-facecommunication,electronicmailislessrichyet,andmemosaretheleastrichmedium.电话沟通的媒介丰富度低于面对面沟通，电子邮件又次之，备忘录的媒介丰富度最低。Ingeneral,youshouldsenddifficultandunusualmessagesthroughrichermedia,transmitsimpleandroutinemessagesthroughlessrichmedialikememos,andusemultiplemediaforimportantmessagesthatyouwanttoensurepeopleattendtoandunderstand.一般地，你应该通过丰富度高的媒介传递困难和不平常的信息，通过丰富度低的媒介（象备忘录）传递简单和日常的信息，使用多种媒介发送那些重要的并且确保人们注意和理解的信息。Efficiencyandeffectiveness

效率和效果Somemanagersbelievetheyshouldchooseonlyonechanneltocommunicateamessagebecausedoingsoismoreefficient.Butmultiplechannelsmaybenecessary.一些管理者认为应该选择单一的沟通渠道进行沟通，因为这样做更有效率。但是，多渠道可能是必要的Anotherkeytocommunicationeffectivenessisthatpeopleknowhowtousevariouschannelsproperly.沟通有效性的另一个关键是：人民知道怎样正确的使用各种沟通渠道Beforeimportantcommunications,putyourselfintheshoesofthereceiverandchooseyourapproachaccordingly.Forimportantcommunications,thesoonerandmoreoftentheycanbediscussedface-to-face,one-on-one,orinsmallgroups,themoreeffectivetheywillbe.在沟通重要的问题之前，要认真考虑接收者的特点并现在相应的沟通渠道。对于重要的沟通，越早的并且越多的进行面对面、一对一或小组讨论，沟通效果会越好。第二节；Improvingcommunicationskills

提高沟通技巧提高沟通技巧主要包括：提高发送者技巧；提高接收者技巧；注意非语言技巧。Improvingsenderskills

提高发送者技巧1presentationandpersuasionskills.陈述和说服技巧2writingskills写作技巧3language语言1.1presentationandpersuasionskills陈述和说服技巧Asaleader,someofyourtoughestchallengeswillarisewhenpeopledonotwanttodowhathastobedone.Leadershavetobepersuasivetogetpeople“onboard.”作为一个领导者，最艰巨的挑战发生在人们不想做那些必须做的工作时，领导必须说服人们做。Themostpowerfulandpersuasivemessagesaresimpleandinformative,aretoldwithstoriesandanecdotes,andconveyexcitement.最有说服力的信息是简单的而且提供资料的和使人激动的，并附加有一些故事和奇闻。1.2writingskillEffectivewritingismorethancorrectspelling,punctuation,andgrammar.Goodwritingaboveallrequiresclear,logicalthinking.有效的写作不仅仅是拼写、标点符号和语法的正确使用。好的写作要求清晰、逻辑的思考。Youwantpeopletofindyourmemosandreportsreadableandinteresting.Striveforclarity,organization,readability,andbrevity.你要想人们认为你的备忘录和报告具有通俗易懂和有趣味性，就要努力做到清楚、结构合理、通俗易懂和简洁。1.3language语言Whetherspeakingorwriting,youshouldconsiderthereceiver’sbackgroundandadjustyourlanguageaccordingly.不管你是在说还是在写，你应该考虑接收者的背景而相应的调整你的语言。Whenconductingbusinessoverseas,trytolearnsomethingabouttheothercountry’slanguageandcustoms.在外国做生意时，要尽量学一些当地的语言和习惯2Nonverbalskills非语言技巧Nonverbalmessagescansupportorunderminethestatedmessage.Andoften,nonverbalcuesmakeagreaterimpactthanothersignals.非语言的信息可能强化或破坏被表述的信息，非语言线索经常比其他的信号产生更大的影响。Nonverbalsignalsindifferentcountriesaredifferent.不同国家的非语言信号是不同的。3Improvingreceiverskills提高接收者技巧Receiversneedgoodlistening,reading,andobservationalskills.接收者需要有好的倾听、阅读和观察技巧。Reading阅读Youmayskimmostofyourreadingmaterials,butreadimportantmemos,documents,andpassagesslowlyandcarefully.Noteimportantpointsforlaterreferral.对大多数的材料你可以采用浏览的方法，但是阅读重要的备忘录和文件要仔细，将重要的地方作个记号以作将来参考。Don’tlimityourreadingtoitemsaboutyourparticularjobskillortechnicalexpertise;readmaterialsthatfalloutsideofyourimmediateconcerns.不要仅仅阅读与你的工作和技术相关的材料。3.3observing观察Effectivecommunicatorsarealsocapableofobservingandinterpretingnonverbalcommunications.有效的沟通者也要有观察和解释非语言沟通信息的能力。Avitalsourceofusefulobservationscomesfrompersonallyvisitingplantsandotherlocationstogetafirst-handviewofoperations.一种至关重要的观察方法是亲自访问工厂和其他地方以获得第一手的材料。Youmustaccuratelyinterpretwhatyouobserve.你必须准确的解释你所观察到的东西。第三节：Organizationalcommunication组织沟通Wewilldiscussdownward,upward,horizontal,andinformalcommunicationinorganizations.我们将讨论组织内的下行沟通、上行沟通、水平沟通和非正式沟通。Downwardcommunication

下行沟通Downwardcommunicationinformationthatflowsfromhighertolowerlevelsintheorganization’shierarchy.下行沟通：信息流从组织高层向低层流。1可能的问题Oneproblemisinformationoverload:theyarebombardedwithsomuchinformationthattheyfailtoabsorbeverything.一个问题是信息过载：人们处于信息爆炸的境地。无法吸收所有信息Asecondproblemisalackofopennessbetweenmanagersandemployees.第二个问题是管理者和员工之间缺乏公开性。Athirdproblemisfiltering.第三个问题是过滤。2coaching指导CoachingDialoguewithagoalofhelpinganotherbemoreeffectiveandachievehisorherfullpotentialonthejob.指导：指帮助他人在工作中提高效率并发挥他的最大潜能的对话。Whenpeoplehaveperformanceproblems,orexhibitbehaviorsthatneedtobechanged,coachingisoftenthebestwaytohelpthepersonchangeandsucceed.Andcoachingisnotjustforpoorperformers.当人们有绩效问题或需要改变行为方式时，指导通常是帮助人们改变行为方式并取得成功的最好方式。指导不仅仅是针对绩效差的人。Downwardcommunicationindifficulttimes

困难时刻的下行沟通Adequatedownwardcommunicationcanbeparticularlyvaluableduringdifficulttimes.Duringcorporatemergersandacquisition,employeesareanxiousastheywonderhowthemergerwillaffectthem.充分的下行沟通在公司面临困难时是特别有价值的。在公司兼并和收购时，员工非常焦急，因为他们不知道兼并会怎样影响他们。Open-bookmanagement

公开式管理Open-bookmanagementPracticeofsharingwithemployeesatalllevelsoftheorganizationvitalinformationpreviouslymeantformanagement’seyesonly.公开式管理：组织内的所有员工共享重要的信息，这些重要信息以前仅为管理者所享有。Upwardcommunication

上行沟通UpwardcommunicationInformationthatflowsfromlowertohigherlevelsintheorganization’shierarchy上行沟通：信息流从组织的低层向高层流。1上行沟通的益处First,managerslearnwhat’sgoingon.第一，管理者知道正在发生什么。Second,employeesgainfromtheopportunitytocommunicateupward.第二，员工获得了与上级沟通的机会。Third,effectiveupwardcommunicationfa