沟通与人际关系技巧.pptVIP

Chapter 12 Communication and Interpersonal Skills 溝通與人際關係技巧 The Communication Process溝通程序 The transferring and understanding of meaning 圖12-1 Communication Process Terms Encoding編碼 The conversion of a message into some symbolic form Message訊息 The actual physical product from the source Channel管道 The medium by which a message travels Decoding解碼 A receiver’s translation of a sender’s message Feedback回饋 The degree to which carrying out the work activities require by a job results in the individual’s obtaining direct and clear information about the effectiveness of his her performance Written Versus Verbal Communications Written書面 Tangible有形 Verifiable可查證 More permanent持久 More precise確實 More care is taken with the written words 較為周全、具邏輯性和較清晰的 比較費時 缺乏回饋 Verbal口語 Less secure Known receipt Quicker response Consumes less time Quicker feedback The Grapevine葡萄藤 An unofficial channel of communication that is neither authorized nor supported by the organization.組織中非正式的溝通方式，它既不被組織認可，也不被組織支持，然而，資訊卻藉由口耳相傳而散佈開來。 “Good information passes among people fairly rapidly—bad information, even faster!” Nonverbal Communications非口語溝通 Body language肢體語言 Nonverbal communication cues such as facial expressions, gestures, and other body movements Verbal intonation說話音調 An emphasis given to word or phrases that conveys meaning Communication Barriers溝通的障礙 Filtering過濾作用 The deliberate manipulation of information to make it appear more favorable to the receiver 討好接收者而蓄意地操縱資訊。 Selective perception選擇性認知 Selective hearing communications based on one’s needs, motivations, experience, or other personal characteristics 基於個人的需求、動機、經驗、背景以及其它的人格特徵，而選擇性地聽聞。 Information overload資訊過荷 The result of information exceeding processing capacity 資訊數量超過處理能耐。 Communication Barriers (cont’d) Emotion情緒：溝通訊息時，常因個人是高興或悲傷而有不同的解釋。 Jargon術語、行話 Technical language that is not understood by outsiders Gender性別 Men communicate to emphasize status and independence; whereas women talk to create connections and intimacy. Nation