管理学第11章 管理沟通与信息技术(Communication and Information Technology)

CommunicationandInformationTechnologyChapter

11整理课件LEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.UnderstandingCommunicationsDifferentiatebetweeninterpersonalandorganizationalcommunication.Discussthefunctionsofcommunication.TheProcessofInterpersonalCommunicationsExplainallthecomponentsofthecommunicationprocess.Listthecommunicationmethodsmanagersmightuse.Describenonverbalcommunicationandhowittakesplace.Explainthebarrierstoeffectiveinterpersonalcommunicationandhowtoovercomethem.2整理课件LEARNINGOUTLINE(cont’d)

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

FollowthisLearningOutlineasyoureadandstudythischapter.CommunicationIssuesinToday’sOrganizationDiscussthechallengesofmanagingcommunicationinanInternetworld.Explainhoworganizationscanmanageknowledge.Explainwhycommunicatingwithcustomersisanimportantmanagerialissue.Explainhowpoliticalcorrectnessisaffectingcommunication.4整理课件WhatIsCommunication?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,andsystemsofcommunicationswithinanorganization5整理课件FourFunctionsofCommunication(沟通的功能)Functionsof

CommunicationControlMotivationEmotional

ExpressionInformation6整理课件FunctionsofCommunicationControl(控制)Formalandinformalcommunicationsacttocontrolindividuals’behaviorsinorganizations.Motivation(鼓励)Communicationsclarifyforemployeeswhatistodone,howwelltheyhavedoneit,andwhatcanbedonetoimproveperformance.7整理课件FunctionsofCommunication(cont’d)EmotionalExpression(情绪表达)Socialinteractionintheformofworkgroupcommunicationsprovidesawayforemployeestoexpressthemselves.Information(信息)Individualsandworkgroupsneedinformationtomakedecisionsortodotheirwork.8整理课件InterpersonalCommunication(人际沟通)Message(信息)Source:sender’sintendedmeaningEncoding(编码)ThemessageconvertedtosymbolicformChannel(渠道)ThemediumthroughwhichthemessagetravelsDecoding(解码)Thereceiver’sretranslationofthemessageNoise(噪声)Disturbancesthatinterferewithcommunications9整理课件Exhibit11–1 TheInterpersonalCommunicationProcess(人际沟通过程)10整理课件DistortionsinCommunicationsMessageEncodingTheeffectoftheskills,attitudes,andknowledgeofthesenderontheprocessofencodingthemessageThesocial-culturalsystemofthesenderTheMessageSymbolsusedtoconveythemessage’smeaningThecontentofthemessageitselfThechoiceofmessageformatNoiseinterferingwiththemessage11整理课件DistortionsinCommunications(cont’d)TheChannelThesender’schoiceoftheappropriatechannelormultiplechannelsforconveyingthemessageReceiverTheeffectofskills,attitudes,andknowledgeofthereceiverontheprocessofdecodingthemessageThesocial-culturalsystemofthereceiverFeedbackLoopCommunicationchanneldistortionsaffectingthereturnmessagefromreceivertosender12整理课件InterpersonalCommunicationMethods(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()Employeepublications(刊物)Bulletinboards(公告牌)Audio-andvideotapes(录音带和录影带)Hotlines(热线)E-mailComputerconferencingVoicemail(语音邮件)Teleconferences(电视会议)Videoconferences(视频会议)13整理课件EvaluatingCommunicationMethods(评估沟通方法)Feedback(反响)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)14整理课件Exhibit11–2 ComparisonofCommunicationMethodsNote:Ratingsareona1–5scalewhere1=highand5=low.Consumptiontimereferstowhocontrolsthereceptionofcommunication.S/Rmeansthesenderandreceiversharecontrol.Source:P.G.Clampitt,CommunicatingforManagerialEffectiveness(NewburyPark,CA:SagePublications,1991),p.136.15整理课件InterpersonalCommunication(cont’d)NonverbalCommunication(非言语沟通)Communicationthatistransmittedwithoutwords.SoundswithspecificmeaningsorwarningsImagesthatcontrolorencouragebehaviorsSituationalbehaviorsthatconveymeaningsClothingandphysicalsurroundingsthatimplystatusBodylanguage(肢体语言):gestures,facialexpressions,andotherbodymovementsthatconveymeaning.Verbalintonation(语调):emphasisthataspeakergivestocertainwordsorphrasesthatconveysmeaning.16整理课件InterpersonalCommunicationBarriers(人际沟通障碍)Defensiveness(防卫)National

CultureEmotionsInformation

OverloadInterpersonalCommunicationLanguageFiltering17整理课件BarrierstoEffectiveInterpersonalCommunicationFiltering(过滤)Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver.Emotions(情绪)Disregardingrationalandobjectivethinkingprocessesandsubstitutingemotionaljudgmentswheninterpretingmessages.InformationOverload(信息超载)Beingconfrontedwithaquantityofinformationthatexceedsanindividual’scapacitytoprocessit.18整理课件BarrierstoEffectiveInterpersonalCommunication(cont’d)Defensiveness(防卫)Whenthreatened,reactinginawaythatreducestheabilitytoachievemutualunderstanding.Language(语言)Thedifferentmeaningsofandspecializedways(jargon)inwhichsendersusewordscancausereceiverstomisinterprettheirmessages.NationalCulture(民族文化)Cultureinfluencestheform,formality,openness,patternsanduseofinformationincommunications.19整理课件OvercomingtheBarrierstoEffectiveInterpersonalCommunications(克服沟通障碍)UseFeedbackSimplifyLanguageListenActivelyConstrainEmotionsWatchNonverbalCues20整理课件Exhibit11–3 ActiveListeningBehaviors(积极倾听者的行为)Source:BasedonP.L.Hunsaker,TraininginManagementSkills(UpperSaddleRiver,NJ:PrenticeHall,2001).21整理课件TypesofOrganizationalCommunicationFormalCommunication(正式沟通)Communicationthatfollowstheofficialchainofcommandorispartofthecommunicationrequiredtodoone’sjob.InformalCommunication(非正式沟通)Communicationthatisnotdefinedbytheorganization’shierarchy.Permitsemployeestosatisfytheirneedforsocialinteraction.Canimproveanorganization’sperformancebycreatingfasterandmoreeffectivechannelsofcommunication.22整理课件CommunicationFlowsLateralDiagonalDownwa

r

dUpwa

r

d23整理课件DirectionofCommunicationFlowDownward(下行)Communicationsthatflowfrommanagerstoemployeestoinform,direct,coordinate,andevaluateemployees.Upward(上行)Communicationsthatflowfromemployeesuptomanagerstokeepthemawareofemployeeneedsandhowthingscanbeimprovedtocreateaclimateoftrustandrespect.24整理课件DirectionofCommunicationFlow(cont’d)Lateral(Horizontal)Communication(水平沟通)Communicationthattakesplaceamongemployeesonthesamelevelintheorganizationtosavetimeandfacilitatecoordination.DiagonalCommunication(斜向沟通)Communicationthatcutsacrossbothworkareasandorganizationallevelsintheinterestofefficiencyandspeed.25整理课件TypesofCommunicationNetworks(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.26整理课件Exhibit11–4 ThreeCommonOrganizationalCommunicationNetworksandHowTheyRateonEffectivenessCriteria27整理课件TheGrapevine(小道消息)Aninformalorganizationalcommunicationnetworkthatisactiveinalmosteveryorganization.Providesachannelforissuesnotsuitableforformalcommunicationchannels.Theimpactofinformationpassedalongthegrapevinecanbecounteredbyopenandhonestcommunicationwithemployees.28整理课件UnderstandingInformationTechnologyBenefitsofInformationTechnology(IT)(信息技术的好处)IncreasedabilitytomonitorindividualandteamperformanceBetterdecisionmakingbasedonmorecompleteinformationMorecollaborationand

sharingofinformationGreateraccessibility

tocoworkers29整理课件InformationTechnology(cont’d)NetworkedComputerSystemsLinkingindividualcomputerstocreateanorganizationalnetworkforcommunicationandinformationsharing.E-mailInstantmessaging(IM)BlogsWikisVoice-mailFaxmachinesElectronicDataExchange(EDI)TeleconferencingVideoconferencingWebconferencing30整理课件InformationTechnology(cont’d)TypesofNetworkSystemsIntranet(内部网络)AninternalnetworkthatusesInternettechnologyandisaccessibleonlytoemployees.Extranet(外部网络)

AninternalnetworkthatusesInternettechnologyandallowsauthorizedusersinsidetheorganizationtocommunicatewithcertainoutsiderssuchascustomersandvendors.Wireless(WIFI)capabilities31整理课件HowITAffectsOrganization(信息技术如何影响组织沟通)RemovestheconstraintsoftimeanddistanceAllowswidelydispersedemployeestoworktogether.ProvidesforthesharingofinformationIncreaseseffectivenessandefficiency.IntegratesdecisionmakingandworkProvidesmorecompleteinformationandparticipationforbetterdecisions.CreatesproblemsofconstantaccessibilitytoemployeesBlursthelinebetweenworkandpersonallives.32整理课件CurrentCommunicationIssuesManagingCommunicationinanInternetWorld(管理互联网世界中的沟通)Legalandsecurityissues(法律和平安问题)Inappropriateuseofcompanye-mailandinstantmessagingLossofconfidentialandproprietaryinformationduetoinadvertentordeliberatedisseminationortohackers.Lackofpersonalinteraction(人际交往的缺乏)Beingconnectedisnotthesameasface-to-facecontact.Difficultiesoccurinachievingunderstandingandcollaborationinvirtualenvironements.33整理课件CurrentCommunicationIssuesBeingconnectedversusbeingconcernedManagingInternetgripesitesasavaluableresourceforuniqueinsightsintotheorganization.Employeecomplaints(“hot-button〞issues)