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1、Chapter12CommunicationandInterpersonalSkills溝通與人際關(guān)係技巧TheCommunicationProcess溝通程序ThetransferringandunderstandingofmeaningEXHIBIT12.12Management─Communication吳明泉博士2006圖12-13Management─Communication吳明泉博士2006CommunicationProcessTermsEncoding編碼Theconversionofamessageintosomesym
2、bolicformMessage訊息TheactualphysicalproductfromthesourceChannel管道ThemediumbywhichamessagetravelsDecoding解碼Areceiver’stranslationofasender’smessageFeedback回饋Thedegreetowhichcarryingouttheworkactivitiesrequirebyajobresultsintheindividual’sobtainingdirectandclearinformationabo
3、uttheeffectivenessofhisherperformance4Management─Communication吳明泉博士2006WrittenVersusVerbalCommunicationsWritten書面Tangible有形Verifiable可查證Morepermanent持久Moreprecise確實(shí)Morecareistakenwiththewrittenwords較為周全、具邏輯性和較清晰的比較費(fèi)時(shí)缺乏回饋Verbal口語(yǔ)LesssecureKnownreceiptQuickerresponseConsumes
4、lesstimeQuickerfeedback5Management─Communication吳明泉博士2006TheGrapevine葡萄藤Anunofficialchannelofcommunicationthatisneitherauthorizednorsupported bytheorganization.組織中非正式的溝通方式，它既不被組織認(rèn)可，也不被組織支持，然而，資訊卻藉由口耳相傳而散佈開來(lái)?！癎oodinformationpassesamongpeoplefairlyrapidly—badinformation,even
5、faster!”6Management─Communication吳明泉博士2006NonverbalCommunications非口語(yǔ)溝通Bodylanguage肢體語(yǔ)言Nonverbalcommunicationcuessuchasfacialexpressions,gestures,andotherbodymovementsVerbalintonation說(shuō)話音調(diào)Anemphasisgiventowordorphrasesthatconveysmeaning7Management─Communication吳明泉博士2006你想要表達(dá)
6、的100%你實(shí)際表達(dá)的80%被別人聽到的60%被別人理解的40%被別人記住的20%溝通中存在的「資訊漏斗」8Management─Communication吳明泉博士2006CommunicationBarriers溝通的障礙Filtering過(guò)濾作用Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver討好接收者而蓄意地操縱資訊。Selectiveperception選擇性認(rèn)知Selectivehearingcommunicationsb
7、asedonone’sneeds,motivations,experience,orotherpersonalcharacteristics基於個(gè)人的需求、動(dòng)機(jī)、經(jīng)驗(yàn)、背景以及其它的人格特徵，而選擇性地聽聞。Informationoverload資訊過(guò)荷Theresultofinformationexceedingprocessingcapacity資訊數(shù)量超過(guò)處理能耐。9Management─Communication吳明泉博士2006CommunicationBarriers(cont’d)Emotion情緒：溝通訊息時(shí)，常因個(gè)人是高興
8、或悲傷而有不同的解釋。Jargon術(shù)語(yǔ)、行話TechnicallanguagethatisnotunderstoodbyoutsidersGender性別Mencommunica
