管理学原理 第十四章

Communication Issues in Today’s Organization
• Discuss the challenges of managing communication in an Internet world. • Explain how organizations can manage knowledge. • Explain why communicating with customers is an important managerial issue.
• Explain the barriers to effective interpersonal communication and how to overcome them.
© 2007 Prentice Hall, Inc. All rights reserved. 11–2
L E A R N I N G O U T L I N E (cont’d)
• Information
Individuals and work groups need information to make decisions or to do their work.
© 2007 Prentice Hall, Inc. All rights reserved.
11–9
Communication as the means of transmitting ideas
• How much of your daily life involves interacting with other people? • What is communication? What is the purpose of communication? • Are you a good communicator? What are the characteristics of a good communicator? • Describe the communication process.
• Motivation
Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance. Communications build commitment among subordinates to their programs and policies.
• Explain how political correctness is affecting communication.
© 2007 Prentice Hall, Inc. All rights reserved.
11–4
Warm-up questions
• A manger’s dilemma: page 314
The process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behaviour.
© 2007 Prentice Hall, Inc. All rights reserved.
• Discuss how managers should handle the grapevine.
Understanding Information Technology
• Describe how technology affects managerial communication.
• Define e-mail, instant messaging, blogs and wikis, voicemail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet. • Explain how information technology affects organizations.
Non-verbal communication is any part of communication that does not use words.
© 2007 Prentice Hall, Inc. All rights reserved.
11–13
Interpersonal Verbal Communication Methods
© 2007 Prentice Hall, Inc. All rights reserved. 11–3
L E A R N I N G O U T L I N E (cont’d)
Follow this Learning Outline as you read and study this chapter.
11–6
Interpersonal and organization communication
• Interpersonal Communication
Communication between two or more people Communicating to persuade and influence others
The Process of Interpersonal Communications
• Explain all the components of the communication process. • List the communication methods managers might use. • Describe nonverbal communication and how it takes place.
Follow this Learning Outline as you read and study this chapter.
Organizational Communication
• Explain how communication can flow in an organization.
• Describe the three common communication networks.
© 2007 Prentice Hall, Inc. All rights reserved.
Discussion questions
•What are the main types of communication channels? •How often do you use them in your daily life? What about managers?
• Experts suggest that you should dress professionally for a telephone interview even though the interviewer cannot see you. Do you agree that this is important? Why or why not? • In preparing for a telephone interview for a new job, what would be the three or four things you would be most prepared?
© 2007 Prentice Hall, Inc. All rights reserved. 11–8
Functions of Communication (cont’d)
• Emotional Expression
Social interaction in the form of work group communications provides a way for employees to express themselves.
• • • • • • • • • • Face-to-face Telephone Group meetings Formal presentations Memos Traditional Mail Fax machines Employee publications Bulletin boards Audio- and videotapes • • • • • • Hotlines E-mail Computer conferencing Voice mail Teleconferences Videoconferences
© 2007 Prentice Hall, Inc. All rights reserved.
11–7
Functions of Organizational Communication
• Control
Formal and informal communications act to control individuals’ behaviors in organizations. Managers transmit information about their goals, strategies, expectations, management philosophy, and values.
• Organizational Communication
All the patterns, network, and systems of communications within an organization Formal channels and informal channels
ninth edition