沟通与人际关系技巧.ppt
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1、Chapter 12,Communication and Interpersonal Skills 溝通與人際關係技巧,122,Management Communication 吳明泉博士 2006,The Communication Process溝通程序,The transferring and understanding of meaning,EXHIBIT 12.1,123,Management Communication 吳明泉博士 2006,圖12-1,124,Management Communication 吳明泉博士 2006,Communication Process Ter
2、ms,Encoding編碼 The conversion of a message into some symbolic form Message訊息 The actual physical product from the source Channel管道 The medium by which a message travels Decoding解碼 A receivers translation of a senders message Feedback回饋 The degree to which carrying out the work activities require by a
3、 job results in the individuals obtaining direct and clear information about the effectiveness of his her performance,125,Management Communication 吳明泉博士 2006,Written Versus Verbal Communications,Written書面 Tangible有形 Verifiable可查證 More permanent持久 More precise確實 More care is taken with the written wo
4、rds 較為周全、具邏輯性和較清晰的 比較費時 缺乏回饋,Verbal口語 Less secure Known receipt Quicker response Consumes less time Quicker feedback,126,Management Communication 吳明泉博士 2006,The Grapevine葡萄藤,An unofficial channel of communication that is neither authorized nor supported by the organization.組織中非正式的溝通方式,它既不被組織認可,也不被組織
5、支持,然而,資訊卻藉由口耳相傳而散佈開來。 “Good information passes among people fairly rapidlybad information, even faster!”,127,Management Communication 吳明泉博士 2006,Nonverbal Communications非口語溝通,Body language肢體語言 Nonverbal communication cues such as facial expressions, gestures, and other body movements Verbal intonati
6、on說話音調 An emphasis given to word or phrases that conveys meaning,128,Management Communication 吳明泉博士 2006,你想要表達的 100%,你實際表達的 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,129,Management Communication 吳明泉博士 2006,Communication Barriers溝通的障礙,Filtering過濾作用 The deliberate manipulation of information to
7、make it appear more favorable to the receiver 討好接收者而蓄意地操縱資訊。 Selective perception選擇性認知 Selective hearing communications based on ones needs, motivations, experience, or other personal characteristics 基於個人的需求、動機、經驗、背景以及其它的人格特徵,而選擇性地聽聞。 Information overload資訊過荷 The result of information exceeding proc
8、essing capacity 資訊數量超過處理能耐。,1210,Management Communication 吳明泉博士 2006,Communication Barriers (contd),Emotion情緒:溝通訊息時,常因個人是高興或悲傷而有不同的解釋。 Jargon術語、行話 Technical language that is not understood by outsiders Gender性別 Men communicate to emphasize status and independence; whereas women talk to create connec
9、tions and intimacy. National culture民族文化 Communication differences that arise from the different languages and national cultures,1211,Management Communication 吳明泉博士 2006,Overcoming Barriers to Effective communication 克服溝通的障礙,Use Feedback使用回饋:檢查溝通的正確性 Simplify Language簡化語言:使用易了解的語言。 Listen actively主動
10、傾聽:先仔細聽對方說的訊息 ,不要對訊息做不成熟的判斷、解釋,或先思考回應什麼。 Constrain Emotions控制情緒:確定情緒穩定,當不穩定時暫時停止溝通,直到平靜下來。 Watch Nonverbal Cues注意非語言線索:注意行動是否過度,保持語言與行動合度。,1212,Management Communication 吳明泉博士 2006,Using Simple Language?,1213,Management Communication 吳明泉博士 2006,Information Technology (IT),Fax,E-mail,Voice mail語音信箱 In
11、stant messaging (IM)即時訊息 Electronic data interchange EDI電子資料交換 Teleconferencing視訊會議 Video-conferencing IntranetsExtranets Wireless communications無線通訊 Knowledge management知識管理,1215,Management Communication 吳明泉博士 2006,Developing Interpersonal Skills發展人際關係技巧,Listening requires: Paying attention Interpr
12、eting Remembering sound stimuli Active listening requires: Listening attentively (intensely) to the speaker. Developing empathy for what the speaker is saying. Accepting by listening without judging content. Taking responsibility for completeness in getting the full meaning from the speakers communi
13、cation.,1216,Management Communication 吳明泉博士 2006,Characteristics of Feedback回饋的特性,Positive feedback正面回饋 Is more readily and accurately perceived than negative feedback. Is almost always accepted, whereas negative feedback often meets resistance. Negative feedback負面回饋 Is most likely to be accepted wh
14、en it comes from a credible source or if it is objective. Subjective impression carries weight only when it comes from a person with high status and credibility.,1217,Management Communication 吳明泉博士 2006,Suggestions for Effective Feedback,Focus on specific behavior Keep feedback impersonal Keep feedb
15、ack goal oriented Make feedback well-timed Ensure understanding Direct negative feedback towards behavior that the receiver can control,EXHIBIT 12.5,針對特定的行為 對事不對人 目標導向的回饋 適時回饋 確保了解 針對接收者所能控制的行為提出負面的回饋,1218,Management Communication 吳明泉博士 2006,Effective Delegation有效授權,EXHIBIT 12.6,1219,Management Comm
16、unication 吳明泉博士 2006,Contingency Factors in Delegation授權之權變因素,EXHIBIT 12.7,The Size of the Organization組織大小 The Importance of the Duty or Decision任務或決策的重要性 Task Complexity任務複雜度 Organizational Culture組織文化 Qualities of Employees員工品質,1220,Management Communication 吳明泉博士 2006,Empowerment Skills授權的技能,Not
17、abdication非放棄職權 : Clarifying the exact job to be done Setting the range of discretion, the expected level of performance, and the time frame Allowing employees to participate Inform other that delegation has occurred Establishing feedback controls,釐清任務 指定員工負責的範圍、預期的績效、完成時限 允許員工參與 通告授權 建立回饋的管道,1221,M
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