1、 What Is Communication？ Communication is the transfer and understanding of meaning. 溝通是指意義的傳遞和理解。溝通是指意義的傳遞和理解。 The process of communication includes seven elements and four steps. 信息源信息源編碼編碼通道通道解碼解碼接受者接受者信息信息信息信息反饋溝通過程模型溝通過程模型Seven elements of communication: Messenger、Information、Encoding、Media、Deco

2、ding、Receiver、FeedbackFour steps of communication: Encoding the messenger; The transmission of information through the media 、Receivers decoding 、Feedback of informationThe direction and the way of communicationThe direction of communication: Downward Communication Upward Communication Lateral Commu

3、nication Diagonal CommunicationThe way of communication:Interpersonal communication: Oral communication Writing communication Nonverbal communicationThe Model of Organizational Communication 五種正式溝通網(wǎng)絡五種正式溝通網(wǎng)絡The Model of Organizational Communication 四種非正式溝通網(wǎng)絡四種非正式溝通網(wǎng)絡Obstacles and Countermeasures of

4、Interpersonal Communication1. The Barriers of Interpersonal communication . Individual difference . Incorrect way to communicate . Noise disturbance . Information filtering and distortion . Selective perception . Information overload . Incomplete feedback2.Overcoming the obstacles of interpersonal c

5、ommunication.Select the appropriate mode of communication.Simplify the language .Active listening.Master the emotion.Notice the non-verbal information.Using feedbackThe Process of Conflict.Antecedent stage.Show stage.Outbreak stage.Resolution stage.Post-conflict stageThe Changes of The Concept of Co

6、nflict The traditional view Human relations view Interaction viewThe Classify of The Conflict.Functional conflict and dysfunctional conflict.Task conflict and relationship conflict.Personality conflict,intergroup conflict and culture conflict .Competitive conflict and cooperative conflictBCA高高低低沖突水平組織績效水平The Generation of Conflict .The causes of conflictn Individual differencen Situation factorn Organizationa factor.The Processing of ConflictIndividual折中回避強制遷就合作關注他人利益的程度關注自身利益的程度高高低低 Organizational1.Seek common interests2. Ensure organizational justice3. Increase or dep