罗宾斯管理学英文版11章.pptVIP

* * * * * * Copyright ? 2005 Prentice Hall, Inc. All rights reserved. 11–* Current Communication Issues (cont’d) Managing the Organization’s Knowledge Resources Build online information databases that employees can access Create “communities of practice” for groups of people who share a concern, share expertise, and interact with each other. Copyright ? 2005 Prentice Hall, Inc. All rights reserved. 11–* Communication and Customer Service Communicating Effectively with Customers Recognize the three components of the customer service delivery process The customer The service organization The service provider Develop a strong service culture focused on the personalization of service to each customer. Listen and respond to the customer Provide access to needed service information Copyright ? 2005 Prentice Hall, Inc. All rights reserved. 11–* “Politically Correct” Communication Do not use words or phrases that stereotype, intimidate, or offend individuals based on their differences. However, choose words carefully to maintain as much clarity as possible in communications. Copyright ? 2005 Prentice Hall, Inc. All rights reserved. 11–* * * * * * * * * * * * * * * * * * * * * * * * * * * * * Copyright ? 2005 Prentice Hall, Inc. All rights reserved. 8th edition Steven P. RobbinsMary Coulter PowerPoint Presentation by Charlie Cook Copyright ? 2005 Prentice Hall, Inc. All rights reserved. PowerPoint Presentation by Charlie Cook Copyright ? 2005 Prentice Hall, Inc. All rights reserved. Copyright ? 2005 Prentice Hall, Inc. All rights reserved. 11–* 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 of Interpersonal Communications Explain all the components of the communication process. List the communication methods managers might use. Describe nonverbal communication an how