1、Communication and Information Technology,Chapter11,112,L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.,Understanding Communications Differentiate between interpersonal and organizational communication. Discuss the functions of communication. The Process

2、 of Interpersonal Communications Explain 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 interpersonal communication and how to overcome them.,113,L E A R N

3、I N G O U T L I N E (contd) Follow this Learning Outline as you read and study this chapter.,Organizational Communication Explain how communication can flow in an organization. Describe the three common communication networks. Discuss how managers should handle the grapevine. Understanding Informati

4、on Technology Describe how technology affects managerial communication. Define e-mail, instant messaging, blogs and wikis, voice-mail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet. Explain how information technology affects organizations.,114,L E A R N I N

5、G O U T L I N E (contd) Follow this Learning Outline as you read and study this chapter.,Communication Issues in Todays Organization Discuss the challenges of managing communication in an Internet world. Explain how organizations can manage knowledge. Explain why communicating with customers is an i

6、mportant managerial issue. Explain how political correctness is affecting communication.,115,What Is Communication?,Communication(溝通) The transfer and understanding of meaning(意思的傳遞和理解). Transfer means the message was received in a form that can be interpreted by the receiver. Understanding the mess

7、age is not the same as the receiver agreeing with the message. Interpersonal Communication(人際溝通) Communication between two or more people Organizational Communication(組織溝通) All the patterns, network, and systems of communications within an organization,116,Four Functions of Communication(溝通的功能),Func

8、tions ofCommunication,117,Functions of Communication,Control(控制) Formal and informal communications act to control individuals behaviors in organizations. Motivation(激勵(lì)) Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance.,118

9、,Functions of Communication (contd),Emotional Expression(情緒表達(dá)) Social interaction in the form of work group communications provides a way for employees to express themselves. Information(信息) Individuals and work groups need information to make decisions or to do their work.,119,Interpersonal Communi

10、cation(人際溝通),Message(信息) Source: senders intended meaning Encoding(編碼) The message converted to symbolic form Channel(渠道) The medium through which the message travels Decoding(解碼) The receivers retranslation of the message Noise(噪聲) Disturbances that interfere with communications,1110,Exhibit 111The

11、 Interpersonal Communication Process(人際溝通過程),1111,Distortions in Communications,Message Encoding The effect of the skills, attitudes, and knowledge of the sender on the process of encoding the message The social-cultural system of the sender The Message Symbols used to convey the messages meaning Th

12、e content of the message itself The choice of message format Noise interfering with the message,1112,Distortions in Communications (contd),The Channel The senders choice of the appropriate channel or multiple channels for conveying the message Receiver The effect of skills, attitudes, and knowledge

13、of the receiver on the process of decoding the message The social-cultural system of the receiver Feedback Loop Communication channel distortions affecting the return message from receiver to sender,1113,Interpersonal Communication Methods(人際溝通方法),Face-to-face Telephone Group meetings(群體會(huì)議) Formal p

14、resentations(正式宣講) Memos(備忘錄) Traditional Mail(傳統(tǒng)郵件) Fax machines(傳真) Employee publications(刊物) Bulletin boards(公告牌) Audio- and videotapes(錄音帶和錄影帶),Hotlines(熱線電話) E-mail Computer conferencing Voice mail(語音郵件) Teleconferences(電視電話會(huì)議) Videoconferences(視頻會(huì)議),1114,Evaluating Communication Methods(評(píng)估溝通方法

15、),Feedback(反饋) Complexity capacity(容忍復(fù)雜性的能力) Breadth potential(寬度潛力) Confidentiality(保密性) Encoding ease(編碼容易度) Decoding ease(解碼容易度),Time-space constraint(時(shí)空限制) Cost(費(fèi)用) Interpersonal warmth(人情味) Formality(正式程度) Scanability(信息可得性) Time consumption(處理信息的時(shí)間),1115,Exhibit 112Comparison of Communication

16、Methods,Note: Ratings are on a 15 scale where 1 = high and 5 = low. Consumption time refers to who controls the reception of communication. S/R means the sender and receiver share control.,Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991),

17、 p. 136.,1116,Interpersonal Communication (contd),Nonverbal Communication(非言語溝通) Communication that is transmitted without words. Sounds with specific meanings or warnings Images that control or encourage behaviors Situational behaviors that convey meanings Clothing and physical surroundings that im

18、ply status Body language(肢體語言): gestures, facial expressions, and other body movements that convey meaning. Verbal intonation(語調(diào)): emphasis that a speaker gives to certain words or phrases that conveys meaning.,1117,Interpersonal Communication Barriers(人際溝通障礙),Defensiveness(防衛(wèi)),NationalCulture,Emoti

19、ons,Information Overload,Interpersonal Communication,Language,Filtering,1118,Barriers to Effective Interpersonal Communication,Filtering(過濾) The deliberate manipulation of information to make it appear more favorable to the receiver. Emotions(情緒) Disregarding rational and objective thinking processe

20、s and substituting emotional judgments when interpreting messages. Information Overload(信息超載) Being confronted with a quantity of information that exceeds an individuals capacity to process it.,1119,Barriers to Effective Interpersonal Communication (contd),Defensiveness(防衛(wèi)) When threatened, reacting

21、 in a way that reduces the ability to achieve mutual understanding. Language(語言) The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages. National Culture(民族文化) Culture influences the form, formality, openness, patterns an

22、d use of information in communications.,1120,Overcoming the Barriers to Effective Interpersonal Communications(克服溝通障礙),Use Feedback Simplify Language Listen Actively Constrain Emotions Watch Nonverbal Cues,1121,Exhibit 113Active Listening Behaviors(積極傾聽者的行為),Source: Based on P.L. Hunsaker, Training

23、in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).,1122,Types of Organizational Communication,Formal Communication(正式溝通) Communication that follows the official chain of command or is part of the communication required to do ones job. Informal Communication(非正式溝通) Communication that

24、 is not defined by the organizations hierarchy. Permits employees to satisfy their need for social interaction. Can improve an organizations performance by creating faster and more effective channels of communication.,1123,Communication Flows,Lateral,Diagonal,Downward,Upward,1124,Direction of Commun

25、ication Flow,Downward(下行) Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees. Upward(上行) Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and

26、respect.,1125,Direction of Communication Flow (contd),Lateral (Horizontal) Communication(水平溝通) Communication that takes place among employees on the same level in the organization to save time and facilitate coordination. Diagonal Communication(斜向溝通) Communication that cuts across both work areas an

27、d organizational levels in the interest of efficiency and speed.,1126,Types of Communication Networks(溝通網(wǎng)絡(luò)的類型),Chain Network(鏈?zhǔn)? Communication flows according to the formal chain of command, both upward and downward. Wheel Network(輪式) All communication flows in and out through the group leader (hub)

28、 to others in the group. All-Channel Network(全通道式) Communications flow freely among all members of the work team.,1127,Exhibit 114Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteria,1128,The Grapevine(小道消息),An informal organizational communication network t

29、hat is active in almost every organization. Provides a channel for issues not suitable for formal communication channels. The impact of information passed along the grapevine can be countered by open and honest communication with employees.,1129,Understanding Information Technology,Benefits of Infor

30、mation Technology (IT)(信息技術(shù)的好處) Increased ability to monitor individual and team performance Better decision making based on more complete information More collaboration and sharing of information Greater accessibility to coworkers,1130,Information Technology (contd),Networked Computer Systems Linki

31、ng individual computers to create an organizational network for communication and information sharing.,E-mail Instant messaging (IM) Blogs Wikis Voice-mail Fax machines Electronic Data Exchange (EDI) Teleconferencing Videoconferencing Web conferencing,1131,Information Technology (contd),Types of Net

32、work Systems Intranet(內(nèi)部網(wǎng)絡(luò)) An internal network that uses Internet technology and is accessible only to employees. Extranet(外部網(wǎng)絡(luò)) An internal network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers and vendors.

33、 Wireless (WIFI) capabilities,1132,How IT Affects Organization(信息技術(shù)如何影響組織溝通),Removes the constraints of time and distance Allows widely dispersed employees to work together. Provides for the sharing of information Increases effectiveness and efficiency. Integrates decision making and work Provides m

34、ore complete information and participation for better decisions. Creates problems of constant accessibility to employees Blurs the line between work and personal lives.,1133,Current Communication Issues,Managing Communication in an Internet World(管理互聯(lián)網(wǎng)世界中的溝通) Legal and security issues(法律和安全問題) Inapp

35、ropriate use of company e-mail and instant messaging Loss of confidential and proprietary information due to inadvertent or deliberate dissemination or to hackers. Lack of personal interaction(人際交往的缺乏) Being connected is not the same as face-to-face contact. Difficulties occur in achieving understanding and collaboration in virtual environements.,1134,Current Communication Issues,Being connected versus being concerned Managing Internet gripe sites as a valuable resource for unique insights into the organization. Employee complaints (“hot-button” issues) Customer comp