Survey:
What is the most important factor affecting the What is the most important factor affecting the
success of a people?success of a people?
communication skillsInterpersonal communication skills
11–11–11
Surveys:
•• A research by Prinston University on the quenstainairs A research by Prinston University on the quenstainairs
of 10,000 shows that of 10,000 shows that ：：““智慧智慧intelligenceintelligence””、、““专业专业
技术技术expertiseexpertise”and”and““经验经验experienceexperience”” account for only account for only
2525％％ of the factors of their success. The rest of the factors of their success. The rest 7575％％
comes from good interpersonal communication from good interpersonal communication skills.
•• A research by Harverd University discovered that 82% A research by Harverd University discovered that 82%
of employees dismissed had miscommunication of employees dismissed had miscommunication
.
Ones Communicative capability
is highly related to his/her
career development.
•干得好，必须沟通好
Conclusion:
Eleventh editionEleventh edition
STEPHEN P. ROBBINSSTEPHEN P. ROBBINS MARY COULTERMARY COULTER
School of Management, Shanghai University
Managers
and
Communication
ChapterChapter
9-1
11–11–55
1. The Nature and Function of
Communication
11–11–66
What Is Communication?
D CommunicationCommunication
The transfer and understanding of transfer and understanding of meaning.
だいすき
15–15–77
大好き
15–15–88
15–15–99
11–11–1010
What Is Communication?
D CommunicationCommunication
The The transfertransfer and and understandingunderstanding of meaning. of meaning.
11–11–1111
What Is Communication?
D CommunicationCommunication
The transfer and understanding of transfer and understanding of meaning.
Transfer means the message was Transfer means the message was receivedreceived in a form that can in a form that can
be interpreted be interpreted by the the receiver.
Understanding the message is not the same as the receiver Understanding the message is not the same as the receiver
agreeing with the with the message.
Communication Communication ＝＝ agreementagreement
11–11–1212
What Is Communication?
Communication
Interpersonal
communication
Organizational
communication
人际交流人际交流
Communication between two or more Communication between two or more
peoplepeople
组织交流组织交流
All the patterns, network, and systems of All the patterns, network, and systems of
communications within an organizationcommunications within an organization
11–11– Four Functions of Communication
Functions ofFunctions of
CommunicationCommunication
ControlControl MotivationMotivation
EmotionalEmotional
ExpressionExpressionInformation
Information
Communication can be used for
11–11–1414
Functions of Functions of Communication
•Control
Formal and informal communications act to Formal and informal communications act to
control individuals’ behaviors in individuals’ behaviors in organizations.
EX 1EX 1：：Formal communication —— Communication is Formal communication —— Communication is
being used to control, when employees are required to being used to control, when employees are required to
communicate any job-related grievance to their communicate any job-related grievance to their
immediate managerimmediate manager
EX2: Informal communication —— tease (EX2: Informal communication —— tease (取笑取笑) a ) a
member who’s working too hard or producing too muchmember who’s working too hard or producing too much
11–11–1515
Functions of Functions of Communication
•Motivation
Communications clarify for employees what is to Communications clarify for employees what is to
be done, how well they have done it, and what can be done, how well they have done it, and what can
be done to improve done to improve performance.
11–11–1616
Functions of CommunicationFunctions of Communication
•Emotional Expression
Social interaction in the form of work group Social interaction in the form of work group
communications provides a way for employees to communications provides a way for employees to
express themselves.
11–11–1717
Functions of CommunicationFunctions of Communication
• Information
Individuals and work groups need information to Individuals and work groups need information to
make decisions or to do their decisions or to do their work.
11–11–1818
2. Methods of
Interpersonal Communication
11–11–1919
Interpersonal Communication Interpersonal Communication Methods
(1) Main Communication Methods(1) Main Communication Methods
. Face-to-faceFace-to-face
. TelephoneTelephone
. Group meetingsGroup meetings
. Formal presentationsFormal presentations
. MemosMemos
. Traditional MailTraditional Mail
. Fax machinesFax machines
. Employee publicationsEmployee publications
. Bulletin boardsBulletin boards
. Audio- and videotapesAudio- and videotapes
kk HotlinesHotlines
ll E-mailE-mail
mm Computer conferencingComputer conferencing
nn Voice mailVoice mail
oo TeleconferencesTeleconferences
pp VideoconferencesVideoconferences
qq TwitterTwitter
rr WechatWechat
QQ QQ 微信微信
• In which methods will you communicate with In which methods will you communicate with
others? others?
In case of … In case of …
15–15–2020
11–11–2121
(2) Evaluating Communication Methods(2) Evaluating Communication Methods
. FeedbackFeedback
. Complexity capacity Complexity capacity 复杂性能复杂性能
力力
. Breadth potential Breadth potential
潜在宽度潜在宽度
. Confidentiality Confidentiality
私密性私密性
. Encoding ease Encoding ease
编码容易度编码容易度
. Decoding easeDecoding ease
. Time-space constraintTime-space constraint
. CostCost
. Interpersonal warmthInterpersonal warmth
Scanability
信息可得性信息可得性
of consumption Time of consumption 信息消信息消
费点费点
Interpersonal Communication Interpersonal Communication Methods
Exhibit 15-2: Comparison of
Communication Methods
P408P408
Exhibit 15-2: Comparison of
Communication Methods (cont.)
P408P408
Exhibit 15-2: Comparison of
Communication Methods (cont.)
P408P408
Exhibit 15-2 Comparison of
Communication Methods (cont.)
P408P408
11–11–2626
Exhibit 15–2Exhibit 15–2 Comparison of Communication MethodsComparison of Communication Methods
Note: Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who Ratings are on a 1–5 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 the reception of communication. S/R means the sender and receiver share control.
Source: Source: P. G. Clampitt, P. G. Clampitt, Communicating for Managerial Effectiveness Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.(Newbury Park, CA: Sage Publications, 1991), p. 136.
P408P408
11–11–2727
Interpersonal Communication methodsInterpersonal Communication methods
• (3) Nonverbal Communication(3) Nonverbal Communication
• D Nonverbal CommunicationNonverbal Communication
Communication that is transmitted without that is transmitted without words.
SoundsSounds with specific meanings or warningswith specific meanings or warnings
ImagesImages that control or encourage behaviors that control or encourage behaviors
Situational behaviorsSituational behaviors that convey meanings that convey meanings
Clothing and physical surroundingsClothing and physical surroundings that imply status that imply status
Body language:Body language: gestures, facial expressions, and other body gestures, facial expressions, and other body
movements that convey that convey meaning.
Verbal intonation Verbal intonation 语调语调:: emphasis that a speaker gives to emphasis that a speaker gives to
certain words or phrases that conveys words or phrases that conveys meaning.
11–11–2828
Exhibit 15–1Exhibit 15–1 The Interpersonal Communication ProcessThe Interpersonal Communication Process
P406P406
77 elements elements
Interpersonal Communication Process
11–11–2929
Interpersonal Communication Interpersonal Communication Process
• DD
• MessageMessage（信息）（信息）
Source: sender’s intended meaningSource: sender’s intended meaning
• EncodingEncoding （编码）（编码）
The message converted to symbolic formThe message converted to symbolic form
• ChannelChannel（通道）（通道）
The medium through which the message travelsThe medium through which the message travels
• DecodingDecoding （解码）（解码）
The receiver’s retranslation of the messageThe receiver’s retranslation of the message
• NoiseNoise（噪声）（噪声）
Disturbances that interfere with communicationsDisturbances that interfere with communications
11–11–3030
Distortions in Communications
• Message Encoding –is affected byMessage Encoding –is affected by
Skills, Skills,
attitudes, attitudes,
knowledge of the sender knowledge of the sender
The social-cultural system of the senderThe social-cultural system of the sender
• The MessageThe Message
Symbols used to convey the message’s meaningSymbols used to convey the message’s meaning
The content of the message itselfThe content of the message itself
The choice of message formatThe choice of message format
Noise interfering with the messageNoise interfering with the message
11–11–3131
Distortions in Communications (cont’d)Distortions in Communications (cont’d)
• The ChannelThe Channel
The sender’s choice of the appropriate channel or multiple The sender’s choice of the appropriate channel or multiple
channels for conveying the messagechannels for conveying the message
EX1: The office is on fire, a memo EX1: The office is on fire, a memo
Ex2: Multiple channel-Work evaluation of employees (face to Ex2: Multiple channel-Work evaluation of employees (face to
face talking + document)face talking + document)
• ReceiverReceiver
Skills, attitudes, and knowledge of receiver, and social-Skills, attitudes, and knowledge of receiver, and social-
cultural systemcultural system
• Feedback Loop Feedback Loop 反馈循环反馈循环
Communication channel distortions affecting the return Communication channel distortions affecting the return
message from receiver to sendermessage from receiver to sender
11–11–3232
3. Effective Interpersonal
Communication
11–11–3333
Interpersonal Communication Interpersonal Communication Barriers
DefensivenessDefensiveness
NationalNational
CultureCulture EmotionsEmotions
Information Information
OverloadOverload
Interpersonal Interpersonal
CommunicationCommunication
LanguageLanguage
FilteringFiltering
11–11–3434
Barriers to Communication (6 elements) Barriers to Communication (6 elements)
• Filtering （（过滤））
The deliberate manipulation of information to The deliberate manipulation of information to
make it appear more favorable to the it appear more favorable to the receiver.
15–15–3535
Chinese regulators demanded on Monday an overhaul of the healthcare advertisements displayed by Chinese regulators demanded on Monday an overhaul of the healthcare advertisements displayed by
the country's leading search engine country's leading search engine Baidu.
The demand came after the death of a young man who received experimental cancer treatment at a The demand came after the death of a young man who received experimental cancer treatment at a
Beijing hospital. He found the treatment hospital. He found the treatment online.
Baidu's Nasdaq-listed shares fell by more than 3 percent in morning trade on Monday following the Baidu's Nasdaq-listed shares fell by more than 3 percent in morning trade on Monday following the
ruling, Reuters , Reuters reported.
Investigators have also found that the hospital illegally outsourced its departments to a for-profit private Investigators have also found that the hospital illegally outsourced its departments to a for-profit private
company and published fake medical advertisements to lure and published fake medical advertisements to lure patients.
Wei Zexi, 21, a student from Shaanxi province, died from synovial sarcoma, a rare soft tissue cancer on Wei Zexi, 21, a student from Shaanxi province, died from synovial sarcoma, a rare soft tissue cancer on
April 12. Since September, he had spent more than 200,000 yuan ($31,000) on a type of April 12. Since September, he had spent more than 200,000 yuan ($31,000) on a type of
immunotherapy at the Second Hospital of the Beijing Armed Police Corps, which he was recommended immunotherapy at the Second Hospital of the Beijing Armed Police Corps, which he was recommended
while searching for the disease on searching for the disease on Baidu.
Before he died, Wei denounced the company online as "evil" and warned other cancer patients "not to Before he died, Wei denounced the company online as "evil" and warned other cancer patients "not to
be cheated" in comments that went viral, drawing waves of criticism against the search cheated" in comments that went viral, drawing waves of criticism against the search engine.
Baidu, the Chinese equivalent of Google, is listed on the Nasdaq exchange in New York and has a Baidu, the Chinese equivalent of Google, is listed on the Nasdaq exchange in New York and has a
market capitalization of more than $60 billion, even after its shares fell heavily in the wake of the market capitalization of more than $60 billion, even after its shares fell heavily in the wake of the
.
Monday's ruling by the Cyberspace Administration of China said the company relied excessively on Monday's ruling by the Cyberspace Administration of China said the company relied excessively on
profits from its paid listings in search results and did not clearly label such listings as the results of profits from its paid listings in search results and did not clearly label such listings as the results of
commercial promotion.
The system "influenced the impartiality and objectivity of its search results, making it easy to mislead The system "influenced the impartiality and objectivity of its search results, making it easy to mislead
users, and must be immediately rectified", the statement , and must be immediately rectified", the statement said.
The company has been ordered to adopt a new listing system that does not fully depend on the The company has been ordered to adopt a new listing system that does not fully depend on the
advertising price but also considers the advertisers' "reputation". Its commercial content should be no advertising price but also considers the advertisers' "reputation". Its commercial content should be no
more than 30 percent on each Web page, the ruling than 30 percent on each Web page, the ruling said.
Xiang Hailong, head of Baidu's search business, said that Wei's death has made the company rethink its Xiang Hailong, head of Baidu's search business, said that Wei's death has made the company rethink its
.
Baidu ordered to overhaul its healthcare adsBaidu ordered to overhaul its healthcare ads
By Cao Yin and Meng Jing (China Daily)By Cao Yin and Meng Jing (China Daily)
11–11–3636
Barriers to Barriers to Communication
• Information Overload （（信息超载））
Being confronted with a quantity of information Being confronted with a quantity of information
that exceeds an individual’s capacity to process exceeds an individual’s capacity to process it.
15–15–3737
Baidu ordered to overhaul its
healthcare ads
By Cao Yin and Meng Jing (China Daily) By Cao Yin and Meng Jing (China Daily)
政府责令百度检查健康医疗广告
11–11–3838
Barriers to Barriers to Communication
• Information Overload （信息超载）（信息超载）
ExEx: too many emails received in a day: too many emails received in a day
Statistic says that employees today send and receive an average of Statistic says that employees today send and receive an average of
150 emails a day150 emails a day
每天平均每天平均150150份邮件份邮件
每天太多邮件！每天太多邮件！
11–11–3939
Barriers to Communication (6 elements) Barriers to Communication (6 elements)
• Filtering （（过滤的例子过滤的例子））
EX1: One tells his/her manager what the manager wants EX1: One tells his/her manager what the manager wants
to hear.
EX2: Information being communicated up through EX2: Information being communicated up through
organizational levels is condensed by sendersorganizational levels is condensed by senders
The more vertical levels there are, the more opportunities The more vertical levels there are, the more opportunities
there are for filtering there are for filtering
找出重点，要点，过滤不必要的信息找出重点，要点，过滤不必要的信息
11–11–4040
Barriers to Barriers to Communication
•Emotions （（情绪））
Disregarding rational and objective thinking Disregarding rational and objective thinking
processes and substituting emotional judgments processes and substituting emotional judgments
when interpreting interpreting messages.
Ex: extreme emotions are most likely to hinder effective Ex: extreme emotions are most likely to hinder effective
.
11–11–4141
Barriers to Effective Interpersonal Communication Barriers to Effective Interpersonal Communication
(cont’d)(cont’d)
• Defensiveness ((防卫））
When threatened, reacting in a way that reduces When threatened, reacting in a way that reduces
the ability to achieve mutual ability to achieve mutual understanding.
Verbally attacking others, sarcastic remarks, Verbally attacking others, sarcastic remarks,
questioning others’ motivesquestioning others’ motives
11–11–4242
Barriers to Effective Interpersonal Communication Barriers to Effective Interpersonal Communication
(cont’d)(cont’d)
• Language ((语言))
The different meanings of and specialized ways (jargon) in The different meanings of and specialized ways (jargon) in
which senders use words can cause receivers to which senders use words can cause receivers to
misinterpret their their messages.
Ex: languages used by the president talking to patients Ex: languages used by the president talking to patients
and doctorsand doctors
11–11–4343
Barriers to Effective Interpersonal Communication Barriers to Effective Interpersonal Communication
(cont’d)(cont’d)
•• National Culture National Culture （（民族文化））
Culture influences the form, formality, openness, patterns Culture influences the form, formality, openness, patterns
and use of information in use of information in communications.
US vs JapanUS vs Japan
–– US- reports, memo, documentsUS- reports, memo, documents
–– Japan- face to face communication and reportsJapan- face to face communication and reports
11–11–4444
Overcoming Barriers to Communication
•• Use FeedbackUse Feedback
•• Simplify LanguageSimplify Language
•• Constrain EmotionsConstrain Emotions
•• Watch Nonverbal Cues Watch Nonverbal Cues
•• Listen ActivelyListen Actively
11–11–4545
Exhibit 15–3Exhibit 15–3 Active Listening Behaviors Active Listening Behaviors 积极的听众积极的听众--关心他人关心他人
Source:Source: Based on . Hunsaker, Based on . Hunsaker, Training in Management Training in Management
Skills Skills (Upper Saddle River, NJ: Prentice Hall, 2001).(Upper Saddle River, NJ: Prentice Hall, 2001).
P411P411
11–11–4646
4. Organizational Communication
11–11–4747
Types of Organizational Types of Organizational Communication
•D Formal CommunicationFormal Communication
Communication that follows the official chain of Communication that follows the official chain of
command or is part of the communication command or is part of the communication
required to do one’s to do one’s job.
•D Informal Communication Informal Communication
Communication that is not defined by the Communication that is not defined by the
organization’s ’s hierarchy.
Permits employees to satisfy their need for social Permits employees to satisfy their need for social
.
Can improve an organization’s performance by creating Can improve an organization’s performance by creating
faster and more effective channels of and more effective channels of communication.
11–11–4848
Direction of Communication Flows 交
流的方向
Lateral Lateral
Di
ag
on
al
Di
ag
on
al
D
ow
nw
ard
D
ow
nw
ard
U
pw
ard
U
pw
ard
11–11–4949
Direction of Communication FlowDirection of Communication Flow
•• Vertical communication-Downward and upwardVertical communication-Downward and upward
纵向交流纵向交流
•• DownwardDownward
Communications that flow from managers to Communications that flow from managers to
employees to inform, direct, coordinate, and employees to inform, direct, coordinate, and
evaluate employees.
EXEX：：UPS 3 minute meeting everydayUPS 3 minute meeting everyday
•• UpwardUpward
Communications that flow from employees up to Communications that flow from employees up to
managers to keep them aware of employee needs managers to keep them aware of employee needs
and how things can be improved to create a and how things can be improved to create a
climate of trust and of trust and respect.
Ex: reports,Ex: reports,
CultureCulture
11–11–5050
Direction of Communication Flow (cont’d)Direction of Communication Flow (cont’d)
•• Lateral (Horizontal) Communication Lateral (Horizontal) Communication 横向交流横向交流
Communication that takes place among Communication that takes place among
employees on the same level in the organization employees on the same level in the organization
to save time and facilitate save time and facilitate coordination.
Cross-functional teams rely heavily on lateral Cross-functional teams rely heavily on lateral
CommunicationCommunication
Create conflict without informing their managersCreate conflict without informing their managers
11–11–5151
Direction of Communication Flow (cont’d)Direction of Communication Flow (cont’d)
•• Diagonal Communication Diagonal Communication 交叉交流交叉交流
Communication that cuts across both work areas Communication that cuts across both work areas
and organizational levels in the interest of and organizational levels in the interest of
efficiency and and speed.
Create conflict without informing their managersCreate conflict without informing their managers
11–11–5252
Organizational Communication Networks Organizational Communication Networks
•• Chain NetworkChain Network
Communication flows Communication flows
according to the formal according to the formal
chain of command, both chain of command, both
upward and and downward.
(1) Types of Communication Networks(1) Types of Communication Networks
11–11–5353
Organizational Communication Networks Organizational Communication Networks
•• Wheel NetworkWheel Network
All communication flows in All communication flows in
and out through the group and out through the group
leader (hub) to others in the leader (hub) to others in the
.
(1) Types of Communication Networks(1) Types of Communication Networks
11–11–5454
Organizational Communication Networks Organizational Communication Networks
•• All-Channel NetworkAll-Channel Network
Communications flow freely Communications flow freely
among all members of the among all members of the
work team.
(1) Types of Communication Networks(1) Types of Communication Networks
11–11–5555
(2) The Grapevine （小道消息）（小道消息）
•• An informal organizational communication network An informal organizational communication network
that is active in almost every is active in almost every organization.
Provides a channel for issues not suitable for formal Provides a channel for issues not suitable for formal
communication channels.
Feedback mechanismFeedback mechanism
The impact of information passed along the grapevine can The impact of information passed along the grapevine can
be countered by open and honest communication with be countered by open and honest communication with
.
11–11–5656
5. Information Technology and
Communication
自自
11–11–5757
Benefits of Information Technology (IT)Benefits of Information Technology (IT)
•• Benefits of Information Technology (IT)Benefits of Information Technology (IT)
Increased ability to monitor individual and team Increased ability to monitor individual and team
performance performance 加强监督加强监督
Better decision making based on more complete Better decision making based on more complete
information information 更多信息决策更多信息决策
More collaboration and More collaboration and
sharing of information sharing of information
更多信息与合作更多信息与合作
Greater accessibility Greater accessibility
to coworkers to coworkers
更容易接触同事更容易接触同事
11–11–5858
How Technology Affects Managerial CommunicationHow Technology Affects Managerial Communication
•• Networked Computer Networked Computer
SystemsSystems
Linking individual computers Linking individual computers
to create an organizational to create an organizational
network for communication network for communication
and information information sharing.
EXEX：：hospital, hotel, travel hospital, hotel, travel
agents, car renting company agents, car renting company
•• E-mailE-mail
•• Instant messaging (IM)Instant messaging (IM)
•• BlogsBlogs
•• WikisWikis
•• Voice-mailVoice-mail
•• Fax machinesFax machines
•• Electronic Data Electronic Data
Interchange (EDI)Interchange (EDI)
•• TeleconferencingTeleconferencing
•• VideoconferencingVideoconferencing
•• Web conferencingWeb conferencing
11–11–5959
Information Technology (cont’d)Information Technology (cont’d)
•• Types of Network SystemsTypes of Network Systems
IntranetIntranet
An internal network that uses Internet An internal network that uses Internet
technology and is accessible only to technology and is accessible only to
.
ExtranetExtranet
An internal network that uses Internet An internal network that uses Internet
technology and allows authorized users technology and allows authorized users
inside the organization to communicate inside the organization to communicate
with certain outsiders such as customers with certain outsiders such as customers
and vendors.
Wireless (WIFI) capabilitiesWireless (WIFI) capabilities
/
11–11–6060
How IT Affects Organization
•• Removes the constraints of time and distanceRemoves the constraints of time and distance
Allows widely dispersed employees to work widely dispersed employees to work together.
•• Provides for the sharing of informationProvides for the sharing of information
Increases effectiveness and effectiveness and efficiency.
•• Integrates decision making and workIntegrates decision making and work
Provides more complete information and participation Provides more complete information and participation
for better better decisions.
•• Creates problems of constant accessibility to Creates problems of constant accessibility to
employeesemployees
Blurs the line between work and personal the line between work and personal lives.
11–11–6161
6. Communication Issues in
Today’s Organizations
自自
11–11–6262
Managing Communication in an Internet Managing Communication in an Internet
World World
Legal and security issues Legal and security issues 法律和安全问题法律和安全问题
Inappropriate use of company e-mail and instant messagingInappropriate use of company e-mail and instant messaging
Loss of confidential and proprietary information due to Loss of confidential and proprietary information due to
inadvertent or deliberate dissemination or to or deliberate dissemination or to hackers.
Lack of personal interaction Lack of personal interaction 个人交流互动问题个人交流互动问题
Being connected is not the same as face-to-face connected is not the same as face-to-face contact.
Difficulties occur in achieving understanding and Difficulties occur in achieving understanding and
collaboration in virtual in virtual environments.
11–11–6363
Managing the Organization’s Knowledge Managing the Organization’s Knowledge
ResourcesResources
Build online information databases that employees Build online information databases that employees
can access.
Create “communities of practice” for groups of people Create “communities of practice” for groups of people
who share a concern, share expertise, and interact who share a concern, share expertise, and interact
with each each other.
11–11–6464
Communication and Customer Communication and Customer Service
•• Communicating Effectively with CustomersCommunicating Effectively with Customers
What and How to communication takes place can have a What and How to communication takes place can have a
significant impact on a customer’s satisfaction with the significant impact on a customer’s satisfaction with the
service. Service process Concern service. Service process Concern
Recognize the three components of the customer service Recognize the three components of the customer service
delivery process:delivery process:
–– The customerThe customer
–– The service organizationThe service organization
–– The service providerThe service provider
Develop a strong service culture focused on the Develop a strong service culture focused on the
personalization of service to each of service to each customer.
Listen and respond to the and respond to the customer.
Provide access to needed service access to needed service information.
EX: Personal oriented services of Ritz-Carlton HotelsEX: Personal oriented services of Ritz-Carlton Hotels
11–11–6565
“Politically Correct” Communication“Politically Correct” Communication
•• Do not use words or phrases that stereotype, Do not use words or phrases that stereotype,
intimidate, or offend individuals based on their intimidate, or offend individuals based on their
.
•• However, choose words carefully to maintain as However, choose words carefully to maintain as
much clarity as possible in clarity as possible in communications.
Discussion
• 究竟谁究竟谁““害死害死””了魏则西了魏则西??
• 从魏则西事件中看企业的社会责任从魏则西事件中看企业的社会责任
• 为什么医闹不砍莆田系？为什么医闹不砍莆田系？
15–15–6666
11–11–6767
Contents
1. 1. The Nature and Function of CommunicationThe Nature and Function of Communication
2. 2. Methods of Interpersonal CommunicationMethods of Interpersonal Communication
3. Effective Interpersonal Communication3. Effective Interpersonal Communication
4. Organizational Communication4. Organizational Communication
55. . Informational Technology and communicationInformational Technology and communication
6. Communication Issues in Today’s Organization6. Communication Issues in Today’s Organizationss
小组作业
• 继续完成战略的设计。继续完成战略的设计。
11–11–6969
Terms to Know
•• communicationcommunication
•• interpersonal interpersonal
communicationcommunication
•• organizational organizational
communicationcommunication
•• messagemessage
•• encodingencoding
•• channelchannel
•• decodingdecoding
•• communication processcommunication process
•• noisenoise
•• nonverbal communicationnonverbal communication
•• body languagebody language
•• verbal intonationverbal intonation
•• filteringfiltering
•• selective perceptionselective perception
•• information overloadinformation overload
•• jargonjargon
•• active listeningactive listening
•• formal communicationformal communication
•• informal communicationinformal communication
•• downward communicationdownward communication
•• upward communicationupward communication
11–11–7070
Terms to Know (cont’d)
•• lateral communicationlateral communication
•• diagonal communicationdiagonal communication
•• communication networkscommunication networks
•• grapevinegrapevine
•• e-maile-mail
•• instant messaging (IM)instant messaging (IM)
•• blogblog
•• wikiwiki
•• voice mailvoice mail
•• faxfax
•• electronic data interchange electronic data interchange
(EDI)(EDI)
•• teleconferencingteleconferencing
•• videoconferencingvideoconferencing
•• web conferencingweb conferencing
•• intranetintranet
•• extranetextranet
•• communities of practicecommunities of practice
