有效沟通讲义汇.ppt

Benefits of improving communication skills Understand better what others are saying. Better understand how to get your own message across. Enhance relationships. Increase productivity. Reduce stress. Importance Of Communication Organizational / Functional: greater information access and awareness Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone in the mainstream Gives a direction: to tasks and activities Morale and empowerment Decision making aid Speeds up the organizational processes Better focus on customer requirements Generates a greater sense of organizational commitment and involvement A problem solving tool: by clarity, preciseness and feedback Communication Communication is the process of sending and receiving messages What is Communication ? Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender Flow of communication At the workplace Upward From subordinates to superior Downward From superiors to the subordinates Lateral From one employee to another COMMUNICATION NETWORKS Formal communication network : follows the hierarchical structure of the organization, or the "chain of command." Informal communication network: involves communication that follows the "grapevine." DIRECTION OF COMMUNICATION FLOW Downward communication flows from upper management down to the employees at lower ranks. Job instruction Ideology Information Feedback Upward communication is initiated by those at the lower levels of the organization positive timely support current policy CHANNELS OF COMMUNICATION The Process of Listening Types of Listening Active vs. Passive Positive vs. Negative What Kind is it? Appreciative Empathic Discriminative Analytical Ten Commandments of Effective Listening 1. Stop talking! You cannot listen when you are talking. Y