管理学管理沟通与资讯技术.PPT

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. Getting Employee Input In today’s challenging environment, companies need to get input from their employees Suggestion Boxes - managers do business in a world today where you can’t afford to ignore such potentially valuable information How to Let Employees Know Their Input Matters Communicating Ethically Ethical communication - communication that includes all relevant information, is true in every sense, and is not deceptive in any way. 1. Define the nature and function of communication. 2. Compare and contrast methods of interpersonal communication. 3. Identify barriers to effective interpersonal communication and how to overcome them. 4. Explain how communication can flow most effectively in organizations. 5. Describe how technology affects managerial communication and organizations. 6. Discuss contemporary issues in communication. Review 回顧 比較： 發訊者，編碼 vs. 受訊者，解碼 區分： 抑揚頓挫 vs.身體語言 區分： hearing vs. active listening 比較： 垂直，水平，斜向 * 交通大學管理學院 任維廉教授 * Terms to Know Encoding, 編碼, Decoding, 解碼,? Noise, 噪音 body language, 身體語言 selective perception, 選擇性知覺 information overload, 資訊負荷過多 Jargon, 專門術語 active listening, 主動傾聽 * * 交通大學管理學院 任維廉教授 * 1. Case study: a manager’s dilemma (p.504) (1) Identify and articulate business problems (2) Gather and analyze information applicable (3) Identify and apply an appropriate tool for solving problems. 2. Thinking critically about ethics (p.525) (1) Identifies Dilemma. (2) Considers Stakeholders (3) Analyzes Alternatives and Consequences Team work 3. Developing your acquiring power skill (p. 526) 4. Team exercise (p. 526) 5. Internet-based ex