Communication and Interpersonal Skills 沟通与人际关系技巧.pdf

Communication and Interpersonal Skills Communication and Interpersonal Skills Communication and Interpersonal Skills 溝通與人際關係技巧 溝通與人際關係技巧 溝通與人際關係技巧 1 1 Outline Outline • The Communication Process溝通程序 • Communication Barriers溝通的障礙 • Information Technology (IT) and Communication • Developing Interpersonal Skills發展人際關係技 巧 – Active Listening – Feedback – Effective Delegation有效授權 – Managing Conflict管理衝突 – Negotiation協商談判 – Presentation 2 2 The Communication Process溝通程序 The Communication Process溝通程序 The transferring and understanding of meaning EXHIBIT 12.1 3 3 • 圖12-1 4 4 Communication Process Terms Communication Process Terms • Encoding編碼 – The conversion of a message into some symbolic form • Message訊息 – The actual physical product from the source • Channel管道 – The medium by which a message travels • Decoding解碼 – A receiver’s translation of a sender’s message • Feedback回饋 – The degree to which carrying out the work activities require by a job results in the individual’s obtaining direct and clear information about