《管理学》课程PPT教学课件（Management）Stephen P.Robbins（9）第十一章 管理沟通与信息技术 Communication and Information Technology

management ninth edition STEPHEN P.ROBBINS MARY COULTER Chapter 11 Communication and Information 第十一章 Technology 管理沟通与信息技术 PEARSON 2007 Prentice Hall,Inc. PowerPoint Presentation by Charlie Cook All rights reserved. The University of WestAlabama

ninth edition STEPHEN P. ROBBINS PowerPoint Presentation by Charlie Cook The University of West Alabama MARY COULTER © 2007 Prentice Hall, Inc. All rights reserved. Communication and Information Technology 管理沟通与信息技术 Chapter 11 第十一章

LEARNING OUTLINE 要点概览 Follow this Learning Outline as you read and study this chapter. 按限要点概览学习本章 Understanding Communications 理解沟通 。 Differentiate between interpersonal and organizational communication. ·区分人际沟通和组织沟通 Discuss the functions of communication. ·讨论沟通的作用 The Process of Interpersonal Communications 人际沟通的过程 Explain all the components ofthe communication process. ·解释沟通过程所有要素 List the communication methods managers might use. ·列举管理者可能用到的各种沟通方法 Describe nonverbal communication and how it takes place. ·描述非言语沟通以及它是如何发生的 。 Explain the barriers to effective interpersonal communication and how to overcome them. 。 阐述人际间有效沟通的障碍以及克服这些障碍的方法 2007 Prentice Hall,Inc.All rights reserved. 11-2

© 2007 Prentice Hall, Inc. All rights reserved. 11–2 L E A R N I N G O U T L I N E 要点概览 Follow this Learning Outline as you read and study this chapter. 按照要点概览学习本章 Understanding Communications 理解沟通 • Differentiate between interpersonal and organizational communication. • 区分人际沟通和组织沟通 • Discuss the functions of communication. • 讨论沟通的作用 The Process of Interpersonal Communications 人际沟通的过程 • Explain all the components of the communication process. • 解释沟通过程所有要素 • List the communication methods managers might use. • 列举管理者可能用到的各种沟通方法 • Describe nonverbal communication and how it takes place. • 描述非言语沟通以及它是如何发生的 • Explain the barriers to effective interpersonal communication and how to overcome them. • 阐述人际间有效沟通的障碍以及克服这些障碍的方法

LEARNING OUTLINE (cont'd) 学习要点（续） Follow this Learning Outline as you read and study this chapter. 按照学习要点学习本章 Organizational Communication 组织中的沟通 。 Explain how communication can flow in an organization. 。 阐述沟通是如何在组织中流动的 Describe the three common communication networks. ·描述沟通网络的三种常见类型 Discuss how managers should handle the grapevine. ·讨论管理者应该如何对待小道消息 Understanding Information Technology 理解信息技术 Describe how technology affects managerial communication. ·描述技术是如何影响管理沟通的 。 Define e-mail,instant messaging,blogs and wikis,voice-mail,fax,EDl,teleconferencing, videoconferencing,web conferencing,intranet,and extranet. 。 簇岗费乔霏结联胃时信息，博客和维客，音频邮件，传真，电子数据交换，电话会议，可视会议，内部互 Explain how information technology affects organizations. ·阐述信息技术是如何影响组织的 2007 Prentice Hall,Inc.All rights reserved. 11-3

© 2007 Prentice Hall, Inc. All rights reserved. 11–3 L E A R N I N G O U T L I N E (cont’d) 学习要点（续） Follow this Learning Outline as you read and study this chapter. 按照学习要点学习本章 Organizational Communication 组织中的沟通 • Explain how communication can flow in an organization. • 阐述沟通是如何在组织中流动的 • Describe the three common communication networks. • 描述沟通网络的三种常见类型 • Discuss how managers should handle the grapevine. • 讨论管理者应该如何对待小道消息 Understanding Information Technology 理解信息技术 • Describe how technology affects managerial communication. • 描述技术是如何影响管理沟通的 • Define e-mail, instant messaging, blogs and wikis, voice-mail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet. • 定义电子邮件，即时信息，博客和维客，音频邮件，传真，电子数据交换，电话会议，可视会议，内部互 联网和外部互联网 • Explain how information technology affects organizations. • 阐述信息技术是如何影响组织的

LEARNING OUTLINE (cont'd) 要点概览（续） Follow this Learning Outline as you read and study this chapter. 按照要点概览学习本章 Communication Issues in Today's Organization 现代组织中的沟通问题 Discuss the challenges of managing communication in an Internet world. ·讨论在网络社会中管理沟通面临的挑战 Explain how organizations can manage knowledge. ·解释组织如何管理知识 Explain why communicating with customers is an im portant managerial issue. •解释为什么同顾客的沟通是一个重要的管理问题 Explain how political correctness is affecting communication. o2i解释欧治上煦准确性是如何影响沟通的 11-4

© 2007 Prentice Hall, Inc. All rights reserved. 11–4 L E A R N I N G O U T L I N E (cont’d) 要点概览（续） Follow this Learning Outline as you read and study this chapter. 按照要点概览学习本章 Communication Issues in Today’s Organization 现代组织中的沟通问题 • Discuss the challenges of managing communication in an Internet world. • 讨论在网络社会中管理沟通面临的挑战 • Explain how organizations can manage knowledge. • 解释组织如何管理知识 • Explain why communicating with customers is an important managerial issue. • 解释为什么同顾客的沟通是一个重要的管理问题 • Explain how political correctness is affecting communication. • 解释政治上的准确性是如何影响沟通的

What Is Communication? 什么是沟通 ·Communication ·沟通 >The transfer and understanding of meaning. >意义的传递与理解 Transfer means the message was received in a form that can be interpreted by the receiver. 。传递意味着信息以一种能被接受者理解的方式接受 Understanding the message is not the same as the receiver agreeing with the message. ·理解信息并不等于沟通双方达成一致 >Interpersonal Communication >人际沟通 Communication between two or more people 。存在于两人或多人之间 >Organizational Communication >组织沟通 All the patterns,network,and systems of communications within an organization 。组织内沟通的各种形式、网络和系统等 2007 Prentice Hall,Inc.All rights reserved. 11-5

© 2007 Prentice Hall, Inc. All rights reserved. 11–5 What Is Communication? 什么是沟通 • Communication • 沟通 ➢ The transfer and understanding of meaning. ➢ 意义的传递与理解 ❖ Transfer means the message was received in a form that can be interpreted by the receiver. ❖ 传递意味着信息以一种能被接受者理解的方式接受 ❖ Understanding the message is not the same as the receiver agreeing with the message. ❖ 理解信息并不等于沟通双方达成一致 ➢ Interpersonal Communication ➢ 人际沟通 ❖ Communication between two or more people ❖ 存在于两人或多人之间 ➢ Organizational Communication ➢ 组织沟通 ❖ All the patterns, network, and systems of communications within an organization ❖ 组织内沟通的各种形式、网络和系统等

Four Functions of Communication 沟通的四项功能 Control Motivation 控制 激励 Functions of Communication 沟通的功能 Information Emotional 信息 Expression 情感传达 2007 Prentice Hall,Inc.All rights reserved. 11-6

© 2007 Prentice Hall, Inc. All rights reserved. 11–6 Four Functions of Communication 沟通的四项功能 Functions of Communication 沟通的功能 Control 控制 Motivation 激励 Emotional Expression 情感传达 Information 信息

Functions of Communication 沟通的作用 ·Control ·控制 >Formal and informal communications act to control individuals'behaviors in organizations. >正式和非正式沟通可控制组织成员的行为 ·Motivation ·激励 >Communications clarify for employees what is to done, how well they have done it,and what can be done to improve performance. >沟通表明了组织的任务，任务完成的进展，如何改进 组织的绩效。 2007 Prentice Hall,Inc.All rights reserved. 11-7

© 2007 Prentice Hall, Inc. All rights reserved. 11–7 Functions of Communication 沟通的作用 • Control • 控制 ➢Formal and informal communications act to control individuals’ behaviors in organizations. ➢正式和非正式沟通可控制组织成员的行为 • Motivation • 激励 ➢Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance. ➢沟通表明了组织的任务，任务完成的进展，如何改进 组织的绩效

Functions of Communication (cont'd) 沟通的功能（续） Emotional Expression ·情感传达 >Social interaction in the form of work group communications provides a way for employees to express themselves >工作团队是社会交往的主要形式。 ·Information ·信息 Individuals and work groups need information to make decisions or to do their work. >个人和团队需要信息进行决策和开展工作 2007 Prentice Hall,Inc.All rights reserved. 11-8

© 2007 Prentice Hall, Inc. All rights reserved. 11–8 Functions of Communication (cont’d) 沟通的功能（续） • Emotional Expression • 情感传达 ➢Social interaction in the form of work group communications provides a way for employees to express themselves. ➢工作团队是社会交往的主要形式。 • Information • 信息 ➢Individuals and work groups need information to make decisions or to do their work. ➢个人和团队需要信息进行决策和开展工作

Interpersonal Communication 人际沟通 ·Message ·信息 >Source:sender's intended meaning >来源：发送者是信息的来源 ·Encoding ·编码 >The message converted to symbolic form >信息转化为信号形式 ·Channel ·通道 >The medium through which the message travels >信息传递的媒介 ·Decoding ·解码 The receiver's retranslation of the message >接受者对信息的再翻译 ·Noise ·噪声 Disturbances that interfere with communications >沟通中的干扰因素 2007 Prentice Hall,Inc.All rights reserved. 11-9

© 2007 Prentice Hall, Inc. All rights reserved. 11–9 Interpersonal Communication 人际沟通 • Message • 信息 ➢ Source: sender’s intended meaning ➢ 来源：发送者是信息的来源 • Encoding • 编码 ➢ The message converted to symbolic form ➢ 信息转化为信号形式 • Channel • 通道 ➢ The medium through which the message travels ➢ 信息传递的媒介 • Decoding • 解码 ➢ The receiver’s retranslation of the message ➢ 接受者对信息的再翻译 • Noise • 噪声 ➢ Disturbances that interfere with communications ➢ 沟通中的干扰因素

Exhibit 11-1 The Interpersonal Communication Process 图11-1 人际沟通的过程 信息 传播媒介 接受者 Message Medium Receiver 编码 Encoding Decoding 解码 Sender Noise噪声 Message 信息 发送者 Feedback 反馈 2007 Prentice Hall,Inc.All rights reserved. 11-10

© 2007 Prentice Hall, Inc. All rights reserved. 11–10 Exhibit 11–1 The Interpersonal Communication Process 图11–1 人际沟通的过程 信息 传播媒介 接受者 编码 发送者 反馈 噪声 解码 信息