MKXZ管理沟通的概念原理与策略

单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,Niu,X.Y.,SIBM of UIBE,*,内容安排,总揽,：管理沟通的概念、原理与策略,起点：,自我沟通与一对一沟通,难点：,群体沟通,重点：,组织内与组织外沟通,Niu,X.Y.,SIBM of UIBE,1,管理沟通的概念、原理与策略,第一部分：,总揽,2,问 题,怎样理解管理沟通？,建设性沟通的原理是什么？,管理沟通的一般策略有哪些？,Niu,X.Y.,SIBM of UIBE,3,怎样理解管理沟通？,Niu,X.Y.,SIBM of UIBE,4,你是一位宇航员，与另外几位宇航员驾驶一太空船飞向月球，原计划去与已降落月球、作为基地的太空母舰会合。然而，因机械故障，你们的太空船只能迫降在距离太空母舰200英里之外的月球表面。降落时许多设备受到损坏，而为了生存你们必须充分利用未受损坏的装备自行达到太空母舰。下面列出了15样未受损坏的物资和装备，请依据其重要性分别标出1-15，以供你们出发时酌其重要性决定取舍（比如，你们的体力只能带13件，就只好放弃另外两件）。,（接下页）,Introduction Participation,Niu,X.Y.,SIBM of UIBE,5,（1）一盒火柴 （2）压缩饼干,（3）50英尺尼龙绳 （4）丝质降落伞,（5）袖珍取暖器 （6）2支0.45口径手枪,（7）1箱脱水宠物喝的牛奶,（8）2大瓶氧气 （9）星际图,（10）救生筏 （11）磁罗盘,（12）5加仑水 （13）烟火信号枪,（14）包括注射器的急救箱,（15）太阳能无线电收发器,Introduction Participation(c),15,4,6,8,14,11,12,1,3,9,13,2,10,7,5,Niu,X.Y.,SIBM of UIBE,6,Discussion(1):Group Comm.,A,fter finishing self-judgement,your group(3-4 pers)uses informative or persuasive communication so as to get access to the common decision.The turn of 15 things should try to get everyones agreement.,A,ttentions:,-No matter informative,or persuasive comm.,logic is the fundamental;,-Dont change your idea only to avoid the conflict;,-Dont make decision only to abide by“the minority and the majority”rule,Niu,X.Y.,SIBM of UIBE,7,Discussion(2):Self-assessment,What key techniques,you think,make your career successful?,What are your communication barriers in your current job?,What are the most effective approaches to improve your communicative skills？,What do you wish to learn much more in this course?,Niu,X.Y.,SIBM of UIBE,8,1-Significance of Managerial Communication,Manager=Vision-maker+Motivator,Comm.Activities go through all managing life.,Communicative Capability heavily influences your career development in some extent。,3CS:Capability+Character+Comfort(,Comfort,relation,Comfort,job,Comfort,life).,Supportive communication=,Problem-solving+Comfort relation,9,2-Concept of Managerial Communication,Two schools of MC,Behavior Science Theory,-Audience-analysis-based communica-tive strategies:theory and thoughts.,Effective communicative techniques and skills,-Writing,Language;informative and persuasive communication skills,practical techniques,Integrating both two schools,-Philosophy and skills development,Niu,X.Y.,SIBM of UIBE,10,概,念,念,管,理,理,沟,沟,通,通,是,是,指,指,沟,沟,通,通,者,者,为,为,了,了,获,获,取,取,沟,沟,通,通,对,对,象,象,的,的,反,反,应,应,和,和,反,反,馈,馈,而,而,向,向,对,对,方,方,传,传,递,递,信,信,息,息,的,的,全,全,部,部,过,过,程,程,。,。,A),基,基,于,于,反,反,应,应,的,的,双,双,向,向,沟,沟,通,通;,B),需,需,要,要,媒,媒,介,介,联,联,结,结,沟,沟,通,通,双,双,方,方,。,。,GOODIDEASARENOTSCARCESUPPLY,WHATISRAREISTHEABILITYOfTRANS-,LATINGAGOODIDEAINTOACCEPTED,PRACTICE.,2-ConceptofManagerialCommunication(c),Niu,X.Y.,SIBMofUIBE,11,NATURESOFMC,-Media:languageorletters;,-Content:Information,Thoughts,Emotion,Aspects,Attitudeetc.,-Philosophygreatly influences the understanding ofmotive,behavior andgoal;,-Special barriers:information disorder,Psycological elements(preference,backgroud,experiences andvalues),2-Conceptof ManagerialCommunication(c),Niu,X.Y.,SIBM ofUIBE,12,INFORMATION SOURCES(WHO);,AUDIENCE(NEGATIVE,POSITIVE,COMMUNICATIVE GOAL(SOLVING PROBLEM);,ENVIRONMENT(INTERNAL ANDEXTERNAL);,INFORMATION;,MEDIA(ORAL,WRITING,PHONE,E-MAIL,ETC.);,FEEDBACK(POSITIVE,NEGATIVE OR NEUTRAL),3-Components of Managerial Communication,Niu,X.Y.,SIBM ofUIBE,13,ENCODE,CHANNEL:,MEDIA,DECODE,SUBJETIVE,OBJECTIVES,FEEDBACK,(+,-),RESPONSE,4-Processof ManagerialCommunication,Niu,X.Y.,SIBM ofUIBE,14,建设性沟通,的,的原理是什,么,么？,Niu,X.Y.,SIBM ofUIBE,15,SupportiveCommunication,Natures,Strategies,Nature&Strategiesof,Niu,X.Y.,SIBM ofUIBE,16,1-Supportive Communication,CONCEPT,SupportiveCommunication=,Problem-solving+Positive relation,NATURES,(,1)delivery ofthe correct information,(2)positive and comfortrelation,(3)definite goal ofproblem-solving,Niu,X.Y.,SIBM ofUIBE,17,2-Principles of Supportive Communication,Information Principles,-Completeness,Consideration,Clarify,Courtesy,Concreteness,Position Principles,-Problem-orientation,Self-explicitness,Respect Principles,-Description,Confirm,Dualcommunication,Discrepancy,Niu,X.Y.,SIBM ofUIBE,18,Completeness（完全,性,性）,讨论,为什么在沟,通,通中会出现,不,不完全信息,?,-背,景,景、观点、,态,态度、地位,、,、经历等方,面,面的差距,完全性识别,标,标准,沟通者传递,信,信息和受众,接,接受信息相,等,等,.,建议（GUIDELINE）,-提,供,供所有的必,要,要信息,-回,答,答所有问的,问,问题,-必,要,要时补充额,外,外信息,Information Principles,Niu,X.Y.,SIBM ofUIBE,19,Clarify,Role,节约双,方,方时间,对对方,的,的尊重,Guideline,消除冗,长,长的表达,只包括,相,相关材料,避免不,必,必要重复,Information Principles,Niu,X.Y.,SIBM ofUIBE,20,Consideration,含义,从受众能接,受,受的角度准,备,备每一个信,息,息，把自己,放,放在对方的,立,立场。,建议,(1)集,中,中于“YOU”而不,是,是“I”,或,或“WE,”,”,(2)突,出,出受众利益,和,和兴趣,(3)强,调,调积极的、,另,另人愉悦的,事,事实,例：请勿越,线,线，违者罚,款,款(2 eggs),Information Principles,Niu,X.Y.,SIBM ofUIBE,21,Concreteness,含义,运用具体、,明,明确、活泼,、,、生动的沟,通,通语言而不,是,是含糊乏味,的,的语言。,GUIDELINE,(1)用,具,具体的事实,和,和图表,(2)强,调,调语句中的,动,动词,(3)选,择,择活泼、有,想,想象空间的,语,语句,Information Principles,Niu,X.Y.,SIBM ofUIBE,22,Courtesy,含 义,不仅要意识,听,听众的观点,和,和期望，还,应,应考虑听众,的,的感情。,建 议,(1)真,诚,诚、机智、,周,周到;,(2)以,尊,尊重人的语,气,气表达；,(3)选,择,择非歧视性,表,表达,(4)对,下,下级：平等,、,、信任，要,有,有一颗平常,心,心,Information Principles,Niu,X.Y.,SIBM ofUIBE,23,Problem-orientation,PROB