管理沟通教学(英文版4版)案例课件10_Oak Brook Medical Systems, Inc
管理沟通教学(英文版4版)教学课件09_Nonverbal Comm
Principles of Nonverbal Communication
Nonverbal communication occurs in a context. Nonverbal behaviors are usually packaged. Nonverbal behavior always communicates. Nonverbal behavior is governed by rules. Nonverbal behavior is highly believable. Nonverbal behavior is meta-communicational.
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Some Effects of Nonverbal Communication
We often read into some cues much that isn’t there, and fail to read some cues that are clearly present. We’re not as skilled as this as we tend to think we are: our confidence often exceeds our ability.
Physical Characteristics
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MBA必修课《管理沟通》英文版课件chapter1
Part IV preparing reports and oral presentations
Chapter 10 planning business reports and proposals
Chapter 11 writing business reports and proposals
Upward flow: executives depend on lower-level employees to furnish them with accurate, timely reports on problems, emerging trends, opportunities for improvement, grievances, and performances.
International communication helps employees do their jobs, develop a clear sense of the organization’s mission, and identify and react quickly to potential problems.
When working in tearify, confirm, give feedback, explore ideas, and credit others.
Communication in organizational
settings
Outsiders may form an impression of your organization on the basis of the subtle, unconscious clues you transmit through your tone of voice, facial expression, and general appearance.
MBA必修课《管理沟通》英文版课件chapter 1
Part I understanding the foundations of business communication Part II applying the three-step writing process Part III writing letters, memos, e-mail, and other brief messages Part IV preparing reports and oral presentations Part V writing employment messages and interviewing for jobs
Chapter 12 completing formal business reports and proposals
Chapter 13 planning, writing, and completing oral presentations
Part V writing employment messages and interviewing for jobs
Learning objectives: (1) Explain what effective communication is and highlight five
characteristics of effective business messages (2) Discuss three developments in the workplace that are
Part III writing letters, memos, e-mail, and other brief messages
Chapter 7 writing routine messages Chapter 8 writing bad-news messages Chapter 9 writing persuasive message
MBA必修课《管理沟通》英文版课件chapter4
1. Reading reports and other company documents. 2. Chatting with supervisors, colleagues, or customers. 3. Asking your audience for input. The key to satisfying
your audience’s information needs is finding out what questions your audience has and then providing answers that thorough, accurate, ethical, and pertinent.
1. Is your purpose realistic? 2. Is this the right time? 3. Is the right person delivering your message? 4. Is your purpose acceptable to your
organization?
6. Discuss six ways you can establish a good relationship with your audience.
•
Understanding the three-step writing process
• Your message must be livelier, easier to read, more concise, and more interesting than ever before.
管理沟通英文课件 (4)
In My Organization . . .
“Unethical behavior that results in personal gain is reprimanded”
n Agree: 68% n Undecided: 23% n Disagree: 09%
In My Organization . . .
oriented.
n Assumptions: general and descriptive.
பைடு நூலகம்
Making Moral Judgments
n Moral Awareness n Moral Imagination n Moral Identification and Ordering n Moral Evaluation
BusinessWeek, June 19, 2006
In My Organization . . .
“Discussion of ethical / unethical conduct is encouraged”
n Agree: 46% n Undecided: 28% n Disagree: 26%
n Rights
n Justice
The Nature of Moral Judgments
n Normative judgments:
Conclusions involving values.
n Non-normative judgments:
Conclusions that are value-neutral.
n They override self-interests. n They are based on impartial
管理沟通教学(英文版4版)教学课件07_E-mail Rules
Never delete a name from your address book. By the same token, be vigilant about updating group addresses. Never, ever forward chain e-mail. Neither should you pass on rumor, innuendo or other unknowns about real people. Don’t ever say anything bad about the company or the people you work for. Copyright © 2010 Pearson Education, Inc.
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A dozen rules of e-mail
Remember the hierarchy: first, the meeting, then the phone call, then the voice mail, and only then should you use e-mail. Don’t ever send anything by e-mail than must be absolutely, positively error-free. Don’t assume for a moment that anything about e-mail is secure.
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管理沟通教学(英文版4版)教学案例01_Odwalla Teaching Note
Eugene D. Fanning Center for Business Communication99-01Mendoza College of BusinessUniversity of Notre DameOdwalla, Inc. (A)TEACHING NOTEPurpose of Case Study1.To enhance understanding of managing a public relations crisis.2.To help students understand the role of media in focusing public attention on negativeissues.3.To help students understand how to restore the confidence of stakeholders after it isdiminished.4.To give students an appreciation for the importance of effective communication, bothinternally and publicly, to the long-term success of any business.Identify the Business ProblemThe business problem here is two-fold: Odwalla must regain public confidence in its products; and, Odwalla must reevaluate the production process that allowed the E. coli contamination to occur.Forecast the Most Desirable OutcomeThe most desirable outcome is that Odwalla will survive this crisis without losing a large portion of market share and will be able to safely produce premier natural juice products that the public will pay a premium to buy.This teaching note was prepared by Cynthia Maciejczyk under the direction of James O’Rourke, Concurrent Professor of Management, as the basis for class discussion rather than to illustrate either effective or ineffective handling of an administrative situation.Copyright 2001. Revised 2002. Eugene D. Fanning Center for Business Communication. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, used in a spreadsheet, or transmitted in any form or by any means – electronic, photocopying, or otherwise – without permission.Identify the Critical IssuesThese are the main issues involved in this case:§Managing the company’s public response to the crisis;§Assessing the damage done to the company’s reputation;§Reevaluating the company’s stance on pasteurization process (in view of its commitment to an “all-natural” product);§Reviewing company's core values to see how they may have contributed to the development of the crisis;§Regaining public trust in the company and its products;§Managing costs involved in the crisis response.Stakeholder perspectives include:§Consumers;§Retailers;§Vendors, suppliers;§Shareholders;§Odwalla Employees;§Seattle-King County Department of Public Health;§Washington State Department of Health;§Rival juice makers;§Organic food industry.Identify and Discuss Possible Solutions to the Problem1.Order an immediate recall of all juice products containing apples. This shows theconsumers that the company is aware of the problem and that Odwalla is trying to ensure their health and safety by recalling all products that may be tainted.22.Cooperate fully with the government agencies investigating the outbreak (Seattle-KingCounty Department of Public Health, Washington State Department of Health, USFDA).Odwalla could choose not to cooperate but this would certainly make it difficult for thecompany to maintain its positive public image as a people-focused, socially consciouscompany.3.Reevaluate the production process. Odwalla juices are not pasteurized, allowing for thepossibility of dangerous bacteria in the products. How can Odwalla prevent futureoutbreaks of this kind?4.Reevaluate core values of the company. The company is committed to using minimalproduction processes to deliver superior taste and nutritional value. Is it feasible for them to stick to this core value in light of the E. coli outbreak?5.Pull a team together to find out as much as possible about all victims of the outbreak.Who are they; what was the impact on their health?6.Develop a communication strategy that addresses the health and safety concerns of thepublic as well as informs all stakeholders what Odwalla is doing to address the problem.7.Meet with company employees to address their concerns and communicate the company’spublic relations strategy.Explain How to Communicate the SolutionSound public relations communication strategies will help address the issues. In particular, Odwalla must show the public that it is concerned about the health and safety of its consumers. By developing a clear communication strategy for the media, the officers of the company can convey how they are dealing with the crisis to their stakeholders: consumers, the public at large, their retailers, the government agencies involved, the company’s shareholders, and the company's employees.Strategies may include a press release, talking with the local and national media, point-of-sale information brochures, letters to the victims of the E. coli outbreak, company memos to employees describing the company’s response to the crisis (group meetings), posting information to the company's Web site, e-mailing or writing to shareholders, memos to retailers, to name a few.Odwalla did order an immediate recall of all juice products containing apples and carrots (which were handled on the same production line). The company earned high marks from the media for its quick and candid public response to the problem. An article published in the San Francisco Chronicle on November 2, 1996 by staff writer Kenneth Howe stated that many “in the public relations community credit Odwalla with moving quickly to institute a voluntary3recall, cooperating with the Food and Drug Administration and offering to pay the medical expense of victims affected by contaminated Odwalla products.”Teaching the CaseOne week priorDistribute the case at least one lesson before you intend to discuss it in class. Tell the students that you will focus on several issues during the discussion of the case, including the following:§Managing a public relations crisis;§Dealing with negative media representation;§Identifying the key issues of the case;§How the core values of this company may have contributed to the crisis;§Identifying the major stakeholder groups in this situation.First 30 minutes of the classSpend the first 5-10 minutes of the class session briefly recapping the facts of the case. Then, for the next 20 minutes, have the students identify the issues listed above.Some points for student consideration may include:The public's likely response to the health report linking the E. coli outbreak to Odwallaapple juice.The company’s core values and their impact on the production process. Can the company continue to produce its products without performing some sort of pasteurization process?The media’s role in publicizing the health crisis. How can Odwalla use the media to their advantage in this crisis?Next, identify the stakeholders in this case and their separate interests and concerns: Retailers. Odwalla’s retailers are Consumers. The consumers of Odwalla juices are most likely well educated people who care about their health and the health benefits of theproducts they consume. This group also doesn't mind spending a bit more for high-quality, “fresh,” and natural products, such as Odwalla’s juices. However, they are likely to react strongly to the news that their juice may be contaminated. They will pay attention to the news stories and expect information from the company.4Retailers are also very important to Odwalla’s distribution scheme. Odwalla depends on its retailers to stock fresh product every day. As such, it is important for Odwalla tomaintain goodwill with its retailers to protect this relationship. One way to preserve this goodwill is to keep them informed of all relevant developments in a timely manner.Odwalla Employees. The company's employees also factor in this crisis. If Odwalla does not have the financial resources to ride out the storm or if it mishandles the crisis, theemployees will lose their jobs. They have a vested interest in doing what they can to help out. They will also want to know what the company's plans are.Shareholders. This group will be concerned about the financial well-being of thecompany as it steers through this storm. Management needs to keep this group informed so that shareholders will not panic and sell. As reported at the time, there was a 34percent drop in the price of Odwalla stock on the announcement of the E. coli outbreak.Seattle-King County Department of Public Health, Washington State Department ofHealth, and the U.S. FDA. Although not mentioned specifically in the text of the case, the U.S. FDA will perform an investigation at the manufacturing plant to see if it candetermine how the juice was contaminated with e.coli. Once the investigation iscompleted the FDA will release a report to the general public.Rival juice makers. Odwalla’s competitors will be watching closely to see how Odwalla handles this crisis. Many will seek to capitalize on Odwalla’s misfortune (particularlythose companies that already pasteurize their own products) and others (Odwalla’s rivals in the “natural” juice market) will feel the heat of this situation from their own customers.Many consumers of rival natural juices will stop drinking them because these juices also are not pasteurized. These companies will also be concerned about the fallout of the FDA investigation (e.g., stricter processing regulations, perhaps mandated pasteurization).Organic food industry. The organic food industry in general will be watching this casebecause the results of the FDA investigation and the public outcry over the safety of thefood supply may affect sales in this industry.Last portion of classSummarize student responses. Ask students for their communication plan. What would they do in Odwalla management’s shoes?Issues to consider include:Strategic communication objectives. What are Odwalla’s strategic business objectives and how can they be linked directly to the communication objectives?5Audience analysis. Who are we most concerned about reaching? Why do we want tocommunicate with them? What outcome do we hope for when we reach them?Message Construction. What do we want to say to each of these audiences? Will ourmessage differ from one set of stakeholders to another? How simple or complex should the message be?Medium Selection. How should we try to reach these stakeholders? Should we consider electronic means? How about print means? Should we telemediate our message through the press? Should we try to communicate directly with one or more of the stakeholder groups?Measurement of outcome. How will we know if we have succeeded? What criteriashould we use to determine success? If we're not successful, what should we considerchanging first: medium, message, audience, or objectives?Last 5 minutes of classConclude the discussion.The key to this case, as with nearly all other management communication cases, is to let the students speak freely, but guide their comments toward the problem facing Odwalla and the communication issues the case presents.Timetable of EventsThis timetable of events is included for your reference. A list of discussion questions follows.Questions for DiscussionThese questions are for use in class and may help provide a deeper level of understanding-they will be most helpful after the case has been digested by the students and some initial revision of the case has taken place. Discussion questions should focus on communication issues involved in the case.1.What is the best way to communicate with the different stakeholders?2.What is Odwalla's responsibility to the consumers who were afflicted with bacteria? Howshould management go about communicating with these people?3.When Odwalla comes up with a plan to address the safety of their juice products, howshould this plan be communicated to the public? To their retailers?4.How would Odwalla benefit by taking a leadership role within the industry on the issueof ensuring product safety? How would this fit in with the company's overallcommunication strategy for this crisis?。
管理沟通教学(英文版4版)案例课件11_Dixie Industries, Inc.
Currently at Dixie, management turnover is low, the company is experiencing attendance problems among production staff.
Showing that you’re willing to listen and open to new ideas that may increase productivity, harmony, and opportunity will buy you not only a small measure of goodwill, but enough time to think about what you really want to do.
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Observations
Pronouns are fine, but shy away from the first-person singular where possible. “I think,” “I believe,” “I recommend” can look a bit egotistical. Let the evidence and the experts speak.
Considerations
Strategic communication objectives Audience analysis Message construction Medium selection Measurement of outcomes
管理沟通教学(英文版4版)教学课件08_Listening
Active Listening Skills
Paraphrasing Reflecting meaning Reflecting feelings Reflecting conclusions
Ineffective Listening Habits
Avoiding difficult, expository or technical material. Letting emotion-laden words throw us off the track. Wasting the differential between speech speed and thought speed.
Avoid distractions.
Evaluate facts and evidence.
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Developing Good Listening Habits
Recognize your own biases and prejudices. Don’t argue mentally. React to ideas, not to the speaker. Don’t waste your thought-power advantage. Wishing doesn’t make it so.
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管理沟通课件全部英文版共51页文档
谢谢你的阅读
❖ 知识就是财富 ❖ 丰富你的人生
71、既然我已经踏上这条道路，那么，任何东西都不应妨碍我沿着这条路走下去。——康德 72、家庭成为快乐的种子在外也不致成为障碍物但在旅行之际却是夜间的伴侣。——西塞罗 73、坚持意志伟大的事业需要始终不渝的精神。——伏尔泰 74、路漫漫其修道远，吾将上下而求索。——屈原 75、内外相应，言行相称。——韩非
管理沟通课件全部英文版
26、机遇对于有准பைடு நூலகம்的头脑有特别的 亲和力 。 27、自信是人格的核心。
28、目标的坚定是性格中最必要的力 量泉源 之一， 也是成 功的利 器之一 。没有 它，天 才也会 在矛盾 无定的 迷径中 ，徒劳 无功。- -查士 德斐尔 爵士。 29、困难就是机遇。--温斯顿．丘吉 尔。 30、我奋斗，所以我快乐。--格林斯 潘。
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Oak Brook Medical Systems, Inc.
A Notre Dame case study prepared by Professor J. S. O’Rourke, IV with the research assistance of Ms. Christina Grimmer
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Business problem
Hospital Supply Division has no formal feedback system.
Harris has not received any guidance with regards to her lack of communication skills.
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Oak Brook Medical Systems, Inc.
Mid-size medical supply firm specializing in prepackaged and bulk disposables for hospitals, doctors offices, and primary care givers
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Relevant facts
Hospital Supply Division is 7 years old and has been growing at a phenomenal rate.
and provide suggestions.
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Possible solutions
Develop a long-term strategy for dealing with larger issues of inadequate organizational communication:
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Critical Issues / Stakeholders
What are the critical issues in this case?
What seems most important to you? Which issue will you Brook Medical Systems, Inc. Jackie Harris Relevant facts Business problem Critical issues Stakeholders Considerations Possible solutions
1100 employees
$600 million annual revenue
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Jackie Harris
An employee of Oak Brook for 12 years. Has been with the Hospital Supply
Division for the last 18 months as director of strategic planning. Graduated in the top 10% of her engineering class and top 5% of MBA class. Developed a strategy generating $40 million in business.
Stakeholders
Jackie Harris Her manager Harris’ subordinates and colleagues Hospital Supply Division Oak Brook Medical Systems, Inc.
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Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall
Critical issues
Evaluating the corporate culture that allowed Harris to reach her conclusion.
Who are the key stakeholders here?
Internal stakeholders. External stakeholders. What’s at stake for each?
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Typical employees are self-starters. Very few women and no people of color
occupy upper management. Senior management has realized the
importance of diversity in their division.
How to immediately address Harris’ concerns.
Long-term plan for dealing with corporate culture and feedback issues.
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Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall
Possible solutions
Meet with Harris immediately:
An informal meeting. A formal performance review. Praise good work, point out deficiencies,
Critical issues
The business value of retaining a strong employee.
Lack of formal feedback structure. Concern about a racial-bias lawsuit
against the company.
Harris assumes she is not promoted because of her race or gender.
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Considerations
The potential for a lawsuit The division’s corporate culture Management’s role in the situation