CommunicationandInterpersonalSkill

溝通與人際關(guān)係技巧1LearningOutcomes

學(xué)習(xí)目標(biāo)Learnwhycommunicationisimportanttomanagers學(xué)習(xí)溝通對(duì)管理者的重要性Describethecommunicationprocess描述溝通過(guò)程Learntoovercomecommunicationbarriers學(xué)習(xí)克服溝通障礙的技術(shù)Identifyactivelisteningtechniques確認(rèn)主動(dòng)傾聽的技巧Learnhowtogiveeffectivefeedback學(xué)習(xí)如何給人有效的回饋2LearningOutcomes

學(xué)習(xí)目標(biāo)Describecontingencyfactorsthataffectdelegation描述影響授權(quán)的情境因素Learnhowtodelegate學(xué)習(xí)如何授權(quán)Learnhowtoanalyzeandresolveconflict學(xué)習(xí)如何分析衝突與解決衝突Explainwhymanagersstimulateconflict解釋為什麼管理者想挑起衝突Comparedistributiveandintegrativebargaining比較分配式和整合式談判之異同3TheCommunicationProcess

溝通程序Sender發(fā)送者Encoding編碼Receiver接收者Decoding解碼Channel通路Feedback回饋Message訊息Message訊息Noise雜音4CommunicationIssues溝通議題WrittenCommunication書面溝通

VerbalCommunication口語(yǔ)溝通

TheGrapevine葡萄藤

NonverbalCues非口言暗示

ElectronicMedia電子媒體5Filtering過(guò)濾Emotions情緒SelectivePerception選擇性知覺InformationOverload資訊負(fù)荷過(guò)重Apprehension恐慌Language語(yǔ)言CommunicationBarriers溝通障礙6Overcoming

CommunicationBarriers

克服溝通障礙Constrainemotions抑制情感Watchnonverbalcues注意非口語(yǔ)暗示Usefeedback使用回饋Simplifylanguage簡(jiǎn)化用語(yǔ)Listenactively積極聆聽7Contemporary

CommunicationIssues當(dāng)代溝通議題CommunicationbetweenMenandWomen兩性之間的溝通CommunicationintheGlobalVillage地球村中的溝通8ActiveListeningSkills主動(dòng)傾聽的技巧Acceptance接受Responsibility責(zé)任Intensity密集Empathy同理心9EffectiveFeedback有效的回饋ProvideTimelyFeedback提供及時(shí)回饋KeepFeedbackImpersonal使回饋不針對(duì)人FocusonWhattheReceiverCanControl針對(duì)接收者能控制的部分FocusonSpecificBehaviors專注在特定行為StayGoal-Oriented使回饋與目標(biāo)連結(jié)EnsureUnderstanding確保了解10DelegationContingencyFactors

授權(quán)的情境因素Sizeoftheorganization組織的大小Importanceofthedutyordecision責(zé)任或決定的重要性Complexityofthetask任務(wù)複雜度Cultureoftheorganization組織文化Qualitiesofemployees員工素質(zhì)11DelegatingEffectively

有效授權(quán)Clarifytheassignment澄清所指派任務(wù)Specifytherangeofdiscretion規(guī)定裁決權(quán)的範(fàn)圍Encourageparticipation鼓勵(lì)參與Informothers通知其他人Establishfeedbackchannels建立回饋管道12ThreeViewsofConflict對(duì)衝突的三種看法Traditional傳統(tǒng)觀點(diǎn)HumanRelations人群關(guān)係觀點(diǎn)Interactionist互動(dòng)派觀點(diǎn)13ConflictandUnitPerformance

衝突與組織績(jī)效UnitPerformanceHighLowLevelofConflictHighABCSituationABCConflictLevelConflictTypeInternalCharacteristicsOutcomesLowornoneOptimalHighDysfunctionalFunctionalDysfunctionalApathetic,stagnantViable,innovativeDisruptive,chaoticLowHighLow14ConflictManagement衝突管理Avoidance規(guī)避Accommodation和息Forcing強(qiáng)逼Compromise妥協(xié)Collaboration合作15SourcesofConflict衝突的來(lái)源CommunicationDifferences溝通差異StructuralDifferences結(jié)構(gòu)差異PersonalDifferences人格差異16WhentoStimulateConflict

何時(shí)挑起衝突Areyousurroundedby“yes”people? 你是否被唯唯諾諾的人包圍?Areemployeesafraidtoadmitignorance? 員工是否害怕承認(rèn)無(wú)知?Dodecisionmakerssacrificevaluesforcompromise? 決策者是否求妥協(xié)而犧牲價(jià)值觀?Domanagersmaintainan“impression”ofcooperation? 管理者是否在維持合作的“印象”?Aremanagersoverlyconcernedaboutthefeelingsofothers? 管理者是否過(guò)度在意別人的感受?17WhentoStimulateConflict

何時(shí)挑起衝突Ispopularitymoreimportantthanperformance? 受人歡迎是否比績(jī)效更重要?Domanagerscravedecision-makingconsensus? 管理者不敢獨(dú)排眾議?Aremanagersresistanttochange? 管理者是否抗拒變革?Istherealackofnewideas? 缺少新看法?Isturnoverunusuallylow? 離職率是否過(guò)低?18StimulatingConflict挑起衝突Legitimizeconflict使衝突合法化Usecommunication善用溝通Bringinoutsiders帶進(jìn)局外人Usestructuralvariables使用結(jié)構(gòu)上的變數(shù)Appointa“devil’sadvocate”指派一位“故意唱反調(diào)的人”19

AvailableResources

可用資源

PrimaryMotivations

主要激勵(lì)

PrimaryInterests

主要興趣

FocusofRelationships

關(guān)係的焦點(diǎn)

FixedAmount

固定數(shù)量

IWin,YouLose

我贏就是你輸

Opposed

對(duì)抗

Short-Term

短期

VariableAmount

可變動(dòng)數(shù)量

IWin,YouWin

雙贏局面

Congruent

一致

Long-Term

長(zhǎng)期IntegrativeBargaining整合式協(xié)議DistributiveBargaining分配式協(xié)議BargainingCharacteristics協(xié)議的特徵TheTwoTypesof

NegotiatingStrategies

兩種類型的談判策略20TheBargainingZone

談判領(lǐng)域PartyA’sAspirationRange甲方的期望範(fàn)圍SettlementRange和解範(fàn)圍PartyB’sAspirationRange乙方的期望範(fàn)圍PartyA’sTargetPoint甲方目標(biāo)點(diǎn)PartyB’sResistancePoint乙方抗拒點(diǎn)PartyA’sResistancePoint甲方抗拒點(diǎn)PartyB’sTargetPoint乙方目標(biāo)點(diǎn)21DevelopingNegotiationSkills

發(fā)展有效談判技巧Researchyouropponent研究你的對(duì)手Begininapositiveway以積極姿態(tài)開始Addressproblems,notpeople針對(duì)問(wèn)題,不針對(duì)人Ignoreinitialoffers對(duì)最初所提的條件不動(dòng)心Seekwin-winsolutions強(qiáng)調(diào)雙贏情況Considerthird-partyassista