Chapter12.pptVIP

Chapter 12 Communication and Interpersonal Skills Case Suppose that you work in a seven-eleven shop from 11 pm to 7 am. One night, a robber breaks in with a gun and asks you to open the safe. You don’t have the key of the safe. What would you say at that moment? I can’t do it. I am unable to do it. L E A R N I N G O U T C O M E SAfter reading this chapter, I will be able to: Define communication and explain why it is important to managers. Describe the communication process. List techniques for overcoming communication barriers. Describe the wired and wireless technologies affecting organizational communications. Identify behaviors related to effective active listening. L E A R N I N G O U T C O M E S (cont’d)After reading this chapter, I will be able to: Explain what behaviors are necessary for providing effective feedback. 游戏1 The Communication Process Communication process The transferring and understanding of meaning Written Versus Verbal Communications Written Tangible Verifiable More permanent More precise More care is taken with the written word Verbal Consumes less time Known receipt Quicker response Quicker feedback Less secure Nonverbal Communications Body language Nonverbal communication cues such as facial expressions, gestures, and other body movements Verbal intonation 语调 An emphasis given to word or phrases that conveys meaning Nonverbal Communications Communication Barriers Filtering 过滤 The deliberate manipulation of information to make it appear more favorable to the receiver. 故意操纵信息使之更易得到接受 Communication Barriers Selective perception 选择性知觉 Selective hearing communications based on one’s needs, motivations, experience, or other personal characteristics. 根据自己的兴趣，动机，经验等理解信息 Communication Barriers Information overload 信息超载 The result of information exceeding processing capacity Emotions 情绪 interpretation of a message affected by the way the receiver feels Jargon 行话 Technical language that is not understood by outsiders National culture 民