张建君《组织与管理》教学资料：07chap11.pptVIP

Overcoming the Barriers  Use Feedback - ask a set of questions about a message to determine whether it was understood as intended ask receivers to restate the message in their own words Simplify Language - tailor the language to the audience for whom the message is intended jargon can facilitate understanding when used in appropriate groups Listen Actively - listen for full meaning restrain premature judgments or interpretations enhanced by developing empathy with sender 11-* Active Listening Behaviors Paraphrase Don’t overtalk Be empathetic Make eye contact Exhibit affirmative head nods and appropriate facial expressions Active Listening Avoid distracting actions or gestures Avoid interrupting the speaker Ask questions 11-* Process Of Interpersonal Communication (cont.) Overcoming Communication Barriers (cont.) Constrain Emotions - emotions severely cloud and distort the transference of meaning refrain from communicating until one regains her/his composure Watch Nonverbal Cues - actions should be aligned with words nonverbal message should reinforce verbal message 11-* Organizational Communication Formal Communication communication that follows the official chain of command or is communication required to do one’s job takes place within prescribed organizational work arrangements Informal Communication not defined by the organization’s structural hierarchy fulfills two purposes permits employees to satisfy their needs for social interaction creates alternative, and frequently faster and more efficient, channels of communication 11-* Organizational Communication (cont.) Direction of Communication Flow Downward - flows from a manager to subordinates used to inform, direct, coordinate, and evaluate employees Upward - flows from subordinates to managers keeps managers aware of employees’ feelings source for ideas on improving operations amount of upward communication affected by the culture of the organization trust and empowerment increase upward flow mechanistic