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ninth
editionSTEPHEN
P.
ROBBINSPowerPoint
Presentation
by
Charlie
CookThe
University
of
West
AlabamaMARY
COULTERCommunicationand
InformationTechnologyChapter112L
E
A
R
N
I
N
G O
U
T
L
I
N
EFollow
this
Learning
Outline
as
you
read
and
study
this
chapter.Understanding
CommunicationsDifferentiate
between
interpersonal
and
organizationalcommunication.Discuss
the
functions
of
communication.The
Process
of
Interpersonal
CommunicationsExplain
all
the
components
of
the
communication
process.List
the
communication
methods
managers
might
use.Describe
nonverbal
communication
and
how
it
takes
place.Explain
the
barriers
to
effective
interpersonalcommunication
and
how
to
overcome
them.3L
E
A
R
N
I
N
G O
U
T
L
I
N
E
(cont’d)Follow
this
Learning
Outline
as
you
read
and
study
this
chapter.Organizational
CommunicationExplain
how
communication
can
flow
in
an
organization.Describe
the
three
common
communication
networks.Discuss
how
managers
should
handle
the
grapevine.Understanding
Information
TechnologyDescribe
how
technology
affects
managerialcommunication.Define
e-mail,
instant
messaging,
blogs
and
wikis,
voice-mail,
fax,
EDI,
teleconferencing,
videoconferencing,
webconferencing,
intranet,
and
extranet.Explain
how
information
technology
affects
organizations.4L
E
A
R
N
I
N
G O
U
T
L
I
N
E
(cont’d)Follow
this
Learning
Outline
as
you
read
and
study
this
chapter.Communication
Issues
in
Today’s
OrganizationDiscuss
the
challenges
of
managing
communication
in
anInternet
world.Explain
how
organizations
can
manage
knowledge.Explain
why
communicating
with
customers
is
animportant
managerial
issue.Explain
how
political
correctness
is
affectingcommunication.5What
Is
Communication?Communication(沟通)The
transfer
and
understanding
of
meaning(意思的传递和理解).Transfer
means
the
message
was
received
in
a
form
that
canbe
interpreted
by
the
receiver.Understanding
the
message
is
not
the
same
as
the
receiveragreeing
with
the
message.Interpersonal
Communication(人际沟通)Communication
between
two
or
more
peopleOrganizational
Communication(组织沟通)All
the
patterns,
network,
and
systems
of
communicationswithin
an
organizationFour
Functions
of
Communication(沟通
的功能)Functions
ofCommunicationControl6MotivationEmotionalExpressionInformation7Functions
of
CommunicationControl(控制)Formal
and
informal
communications
act
to
controlindividuals’
behaviors
in
organizations.Motivation(激励)Communications
clarify
for
employees
what
istodone,
how
well
they
have
done
it,
and
what
can
bedone
to
improve
performance.8Functions
of
Communication
(cont’d)Emotional
Expression(情绪表达)Social
interaction
in
the
form
of
work
groupcommunications
provides
a
way
for
employees
toexpress
themselves.Information(信息)Individuals
and
work
groups
need
information
to
makedecisions
or
to
do
their
work.9Interpersonal
Communication(人际沟通)Message(信息)Source:
sender’s
intended
meaningEncoding(编码)The
message
converted
to
symbolic
formChannel(渠道)The
medium
through
which
the
message
travelsDecoding(解码)The
receiver’s
retranslation
of
themessageNoise(噪声)Disturbances
that
interfere
with
communicationsExhibit
11–1 The
Interpersonal
Communication
Process(人际沟通过程)10DistortionsinCommunicationsMessage
EncodingTheeffect
of
theskills,
attitudes,andknowledgeofthesender
on
theprocess
ofencoding
themessageThe
social-culturalsystem
ofthe
senderThe
MessageSymbols
used
toconvey
the
message’smeaningThe
content
ofthe
message
itselfThe
choiceof
message
formatNoiseinterfering
with
the
message11Distortions
inCommunications(con’dt’)The
ChannelThe
sende’sr’choiceoftheappropriatechannelormultiple
channels
for
conveying
themessageReceiverThe
effectof
skills,
attitudes,
and
knowledgeofthe
receiver
ontheprocess
ofdecodingthemessageThe
social-culturalsystem
ofthe
receiverFeedback
LoopCommunication
channel
distortions
affectingthe
returnmessage
from
receiver
tosender12Interpersonal
Communication
Methods(人际沟
通方法)Face-to-faceTelephoneGroupmeetings(群体会议)Formal
presentations(正式宣讲)Memos(备忘录)Traditional
Mail(传统邮件)Fax
machines(传真)Employee
publications(刊物)Bulletin
boards(公告牌)Audio-andvideotapes(录音带和录影带)Hotlines(热线电话)E-mailComputer
conferencingVoicemail(语音邮件)Teleconferences(电视电话会议)Videoconferences(视频会议)1314EvaluatingCommunicationMethods(评估沟通方法
法)Feedback(反馈)Complexitycapacity(容忍
复杂性的能力)Breadth
potential(宽度潜
力)Confidentiality(保密性)Encoding
ease(编码容易
度)Decoding
ease(解码容易
度)Time-spaceconstraint(时空
限制)Cost(费用)Interpersonal
warmth(人情味)Formality(正式程度)Scanability(信息可得性)Timeconsumption(处理信息
的时间)Exhibit
11––2Comparison
of
CommunicationMethodsNote:Ratings
are
ona
1–5scale
where
1=
high
and5
=low.Consumptiontime
refers
towhocontrolsthereception
of
communication.
S/Rmeans
thesender
and
receivershare
control.15Source:P.
G.Clampitt,CommunicatingforManagerial
Effectiveness(NewburyPark,CA:Sage
Publications,1991),p.136.Interpersonal
Communication
(cont’d)NonverbalCommunication(非言语沟通)Communication
that
is
transmitted
withoutwords.Soundswithspecific
meanings
orwarningsImagesthatcontrol
orencouragebehaviorsSituational
behaviorsthatconveymeaningsClothing
and
physicalsurroundingsthatimplystatusBodylanguage(肢体语言):gestures,facialexpressions,andotherbodymovementsthatconvey
meaning.16Interpersonal
Communication
Barriers(人际沟
通障碍)Defensiveness(防卫)NationalCultureEmotionsInformationOverloadInterpersonalCommunicationLanguageFiltering17Barriers
to
EffectiveInterpersonalCommunicationFiltering(过滤)The
deliberatemanipulation
ofinformationtomakeit
appearmorefavorableto
the
receiver.Emotions(情绪)Disregarding
rationalandobjectivethinkingprocessesandsubstituting
emotional
judgments
wheninterpretingmessages.Information
Overload(信息超载)Beingconfronted
with
a
quantity
ofinformationthat
exceedsan
individual’s
capacityto
process18Barriers
to
EffectiveInterpersonalCommunication(con’dt’)Defensiveness(防卫)Whenthreatened,
reactingin
awaythatreducesthe
abilityto
achievemutual
understanding.Language(语言)The
different
meanings
ofandspecialized
ways(jargon)in
whichsenders
use
words
can
causereceivers
tomisinterpret
theirmessages.National
Culture(民族文化)Culture
influences
the
form,formality,openness,patterns
and
useofinformation
incommunications.19OvercomingtheBarriers
to
EffectiveInterpersonalCommunications(克服沟通障碍)Use
FeedbackSimplify
LanguageListen
ActivelyConstrainEmotionsWatchNonverbalCues20Exhibit
11––3ActiveListeningBehaviors(积极倾听者的行为)Source:Basedon
P.L.
Hunsaker,Training
in
ManagementSkills(Upper
Saddle
River,NJ:Prentice
Hall,2001).21Typesof
Organizational
CommunicationFormal
Communication(正式沟通)Communication
that
follows
theofficialchainofcommand
oris
part
ofthecommunicationrequired
todoone’sjob.Informal
Communication(非正式沟通)Communication
that
is
notdefined
bytheorganization’shierarchy.Permits
employees
tosatisfy
theirneedforsocialinteraction.Can
improve
anorganization’sperformancebycreating
fasterandmoreeffectivechannelsofcommunication.22Communication
FlowsLateralDiagonalDownwardUpwar23d24Directionof
Communication
FlowDownward(下行)Communications
thatflowfrom
managers
toemployeesto
inform,
direct,
coordinate,
andevaluateemployees.Upward(上行)Communications
thatflowfrom
employeesup
tomanagers
to
keep
themaware
ofemployeeneedsandhowthings
can
be
improved
tocreatea
climate
oftrustandrespect.25Direction
ofCommunication
Flow(cont’d)Lateral(Horizontal)Communication(水平沟通)Communication
that
takesplaceamongemployees
on
the
samelevelintheorganizationtosavetime
andfacilitatecoordination.DiagonalCommunication(斜向沟通)Communication
that
cutsacrossbothworkareas
and
organizationallevelsintheinterestofefficiency
and
speed.26Types
ofCommunication
Networks(沟通网络的类型)Chain
Network(链式)Communication
flowsaccordingtotheformalchain
ofcommand,
both
upwardand
downward.Wheel
Network(轮式)Allcommunication
flowsin
and
out
through
thegroupleader(hub)
toothersin
the
group.All-ChannelNetwork(全通道式)Communications
flowfreelyamongallmembersoftheworkteam.Exhibit11–4Three
Common
OrganizationalCommunicationNetworksandHowTheyRate
onEffectiveness
Criteria27TheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthat
isactivein
almosteveryorganization.Providesa
channel
for
issues
not
suitable
forformal
communicationchannels.Theimpact
of
information
passedalong
thegrapevinecanbecountered
byopen
andhonestcommunication
withemployees.28Understanding
Information
TechnologyBenefitsofInformationTechnology
(IT)(信息技术的的好处)Increased
abilitytomonitorindividualandteamperformanceBetter
decisionmaking
basedonmorecompleteinformationMorecollaboration
andsharingof
informationGreateraccessibilitytocoworkers29InformationTechnology
(con’dt’)Networked
ComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationand
informationsharing.E-mailInstantmessaging
(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing30InformationTechnology
(con’dt’)TypesofNetworkSystemsIntranet(内部网络)AninternalnetworkthatusesInternet
technology
andisaccessibleonlytoemployees.Extranet(外部网络)Aninternalnetworkthatuses
Internettechnology
andallowsauthorizedusersinsidetheorganizationtocommunicatewith
certainoutsiderssuchascustomers
andvendors.31HowIT
Affects
Organization(信息技术如何影响组
组织沟通)Removestheconstraintsof
timeanddistanceAllows
widely
dispersedemployees
toworktogether.ProvidesforthesharingofinformationIncreases
effectivenessandefficiency.Integrates
decisionmaking
and
workProvidesmore
complete
informationandparticipationforbetterdecisions.Createsproblemsofconstantaccessibility
toemployeesBlurs
the
line
between
workandpersonallives.32CurrentCommunication
IssuesManagingCommunication
in
anInternet
World(管
理互联网世界中的沟通)Legal
andsecurity
issues(法律和安全问题)Inappropriateuseofcompanye-mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers.乏)-交往往往往的的的的缺缺缺缺easfface-ace-tto-oLackofpersonalinteraction(人际Beingconnectedisnotthesamefacecontact.Difficultiesoccurinachievingunderstandinga33CurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasaval
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