管理学原理英文版版教学课件第12章.pptx

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1、Fundamentals of Management,Tenth Edition,Chapter 12,Managing Communication and Information,Learning Objectives,12.1 Describe what managers need to know about communicating effectively.12.2 Explain how technology affects managerial communication.12.3 Discuss contemporary issues in communication.,Lear

2、ning Objectives 12.1,Define what managers need to know about communicating effectively.,Effective Communication,Communication:a transfer of understanding and meaning from one person to another.,Exhibit 12-1 The Communication Process,Factors Affecting Encoding,SkillAttitudesKnowledgeSocial cultural s

3、ystem,Communication Channels,Formal channelsInformal channels,Decoding and Feedback,Decoding:translating a received message.,Feedback:checking to see how successfully a message has been transferred.,Written vs.Verbal Communication,AdvantagesTangible/verifiablePermanent recordStored for later referen

4、ceWell-thought out,DrawbacksTime consumingDoesnt lend itself to feedback like oral communication,The Grapevine,The Grapevine:Fruitful or Not?,Nonverbal Cues,Its not WHAT you say but HOW you say it.,Communication Barriers,Exhibit 12-2 Barriers to Effective Communication,Overcoming Communication Barri

5、ers,Exhibit 12-3 Overcoming Barriers to Effective Communication,Learning Objectives 12.2,Explain how technology affects managerial communication.,Technology and Communication,IT is where its at!,Networked computer systemsWireless capabilities,Networked Communication,Networked Communication Applicati

6、ons(1 of 2),E-mailInstant messaging(IM)Voice mailFax machines,Networked Communication Applications(2 of 2),Electronic Data interchange(EDI)Teleconference and videoconference meetingsOrganizational intranet Organizational extranetInternet-based voice/video communication,Wireless Communication,People

7、dont need to be physically at the office to communicate,collaborate,and share information with managers and colleagues.,Learning Objectives 12.3,Discuss contemporary issues in communication.,Contemporary Issues,Communication management in an Internet worldManaging the organizations knowledge resourc

8、esCommunicating with customersGetting employee inputCommunicating ethically,Communication in an Internet World,This is BIG!,Legal and security issuesLack of personal interaction,Legal and Security Issues,Electronic information is potentially admissible in courtSensitive,proprietary information is at

9、 risk,Personal Interaction,Social media can minimize personal interaction.,Knowledge Management,Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others.,Customer Service,Three components in any service delivery process:CustomerService o

10、rganizationIndividual service provider,Strong Service Culture,Finding out what customer needs are,meeting these needs,and following up to make sure those needs were met satisfactorily.,Employee Input,Exhibit 12-4 How to Let Employees Know Their Input Matters,Source:Robbins,Stephen P.,Coulter,Mary,Management,12th Ed.,2016,p.421.Reprinted and electronically reproduced by permission of Pearson Education,Inc.,New York,NY.,Ethical Communication,Presented material that contains all the relevant information,is true in every sense,and is not deceptive in any way.,