压力管理心理学第九讲 沟通.ppt

压力管理心理学第九讲 沟通.ppt

Chapter6Communication CasesRelatedtoAirplaneCrashOnMarch27,1977,LosRodeoswasthesceneoftheworstairplanecrashinhistory.OnthatSundayafternoon,justbefore2p.m.,twoBoeing747stoucheddownatLosRodeos.OnewasaKLM(RoyalDutchAirlines)flightfromAmsterdam.TheotheraPanAmericanflightfromNewYork.Bothwerecharterflights.Twenty-eightyearsago,thegreatestdisasterinairlinehistorykilled538people Afterstudyingthischapter,youshouldbeableto:DescribeFunctionsofCommunicationDescribethecommunicationprocess.Contrasttheadvantagesanddisadvantagesoforalversuswrittencommunication.Comparetheeffectivenessofthechain,wheel,andall-channelnetworks.LEARNINGOBJECTIVES Afterstudyingthischapter,youshouldbeableto:Discusshowcomputer-aidedtechnologyischangingorganizationalcommunication.Identifycommonbarrierstoeffectivecommunication.LEARNINGOBJECTIVES CommunicationThetransferenceandtheunderstandingofmeaning.CommunicationFunctionsControlmemberbehavior.Fostermotivationforwhatistobedone.Provideareleaseforemotionalexpression.Provideinformationneededtomakedecisions.StudyQuestion1:FunctionsofCommunication CommunicationProcessThestepsbetweenasourceandareceiverthatresultinthetransferenceandunderstandingofmeaning.StudyQuestion2:CommunicationProcess ElementsoftheCommunicationProcessThesenderEncodingThemessageThechannelDecodingThereceiverNoiseFeedback APerceptualModelofCommunicationEncodesIdeasorThoughtsCreatesMessageCreatesMeaningDecodesMessageEncodesIdeasorThoughtsCreatesMessageCreatesMeaningDecodesMessageSenderReceiverTransmittedonmediumTransmittedonmediumNoise OralcommunicationSpeedandfeedbackPotentialfordistortionWrittencommunicationTangible,verifiable,thorough,logicalandclearTimeconsuming,lackoffeedbackStudyQuestion3:InterpersonalCommunication InterpersonalCommunicationcont.NonverbalcommunicationGivesfullermeaningtoasender’smessagewhenlinkedwithspokenlanguageIntonationscanchangethemeaningofamessageActionsusuallyspeaklouderthanworksinacontradictorysituationLookfornonverbalcuesaswellaslistentotheliteralmeaningofasender’s Intonations:It’stheWayYouSayIt!Changeyourtoneandyouchangeyourmeaning:PlacementoftheemphasisWhatitmeansWhydon’tItakeyoutodinnertonight?Iwasgoingtotakesomeoneelse.Whydon’tItakeyoutodinnertonight?Insteadoftheguyyouweregoingwith.Whydon’tItakeyoutodinnertonight?I’mtryingtofindareasonwhyIshouldn’ttakeyou.Whydon’tItakeyoutodinnertonight?Doyouhaveaproblemwithme?Whydon’tItakeyoutodinnertonight?Insteadofgoingonyourown.Whydon’tItakeyoutodinnertonight?Insteadoflunchtomorrow.Whydon’tItakeyoutodinnertonight?Nottomorrownight. DirectionofCommunicationUpwardDownwardLateral ChannelThemediumselectedbythesenderthroughwhichthemessagetravelstothereceiver.TypesofChannelsFormalChannelsAreestablishedbytheorganizationandtransmitmessagesthatarerelatedtotheprofessionalactivitiesofmembers.InformalChannelsUsedtotransmitpersonalorsocialmessagesintheorganization.Theseinformalchannelsarespontaneousandemergeasaresponsetoindividualchoices.StudyQuestion4:Channel Formalsmall-groupnetworkschain,wheel,allchannelInformalgroupcommunicationnetworkgrapevineComputer-aidedcommunicationMessagescanbequicklywritten,editedandstored,canbedistributedtoonepersonorthousands,lowcostInformationoverload,lackemotionalcontent,coldandimpersonal Small-GroupNetworksandEffectivenessCriteriaEXHIBIT10–4NETWORKSCriteriaChainWheelAllChannelSpeedModerateFastFastAccuracyHighHighModerateEmergenceofaleaderModerateHighNoneMembersatisfactionModerateLowHigh GrapevineGrapevineCharacteristicsInformal,notcontrolledbymanagement.Perceivedbymostemployeesasbeingmorebelievableandreliablethanformalcommunications.Largelyusedtoservetheself-interestsofthosewhouseit.Resultsfrom:DesireforinformationaboutimportantsituationsAmbiguousconditionsConditionsthatcauseanxiety SuggestionsforReducingtheNegativeConsequencesofRumorsAnnouncetimetablesformakingimportantdecisions.Explaindecisionsandbehaviorsthatmayappearinconsistentorsecretive.Emphasizethedownside,aswellastheupside,ofcurrentdecisionsandfutureplans.Openlydiscussworst-casepossibilities—itisalmostneverasanxiety-provokingastheunspokenfantasy. Computer-AidedCommunicationE-mailAdvantages:quicklywritten,sent,andstored;lowcostfordistribution.Disadvantages:informationoverload,lackofemotionalcontent,coldandimpersonal.InstantmessagingAdvantage:“realtime”e-mailtransmittedstraighttothereceiver’sdesktop.Disadvantage:canbeintrusiveanddistracting. Emoticons:ShowingEmotioninE-MailElectronicmailneedn’tbeemotionfree.Overtheyears,asetofsymbols(emoticons)hasevolvedthate-mailusershavedevelopedforexpressingemotions.Forinstance,theuseofallcaps(i.e.,THISPROJECTNEEDSYOURIMMEDIATEATTENTION!)isthee-mailequivalentofshouting.Thefollowinghighlightssomeemoticons: Computer-AidedCommunication(cont’d)IntranetAprivateorganization-wideinformationnetwork.ExtranetAninformationnetworkconnectingemployeeswithexternalsuppliers,customers,andstrategicpartners.VideoconferencingAnextensionofanintranetorextranetthatpermitsface-to-facevirtualmeetingsviavideolinks. FilteringAsender’smanipulationofinformationsothatitwillbeseenmorefavorablybythereceiver.SelectivePerceptionPeopleselectivelyinterpretwhattheyseeonthebasisoftheirinterests,background,experience,andattitudes.InformationOverloadAconditioninwhichinformationinflowexceedsanindividual’sprocessingcapacity.StudyQuestion5:BarrierstoEffectiveCommunication EmotionsHowareceiverfeelsatthetimeamessageisreceivedwillinfluencehowthemessageisinterpreted.LanguageWordshavedifferentmeaningstodifferentpeople.CommunicationApprehensionUnduetensionandanxietyaboutoralcommunication,writtencommunication,orboth.BarrierstoEffectiveCommunication(cont’d) SilenceasCommunicationAbsenceofspeechornoisePowerfulformofcommunicationCanindicateThinkingAngerFearWatchforgaps,pauses,&hesitationsinconversations Mentalkto:Emphasizestatus,power,andindependence.Complainthatwomentalkonandon.Offersolutions.Toboastabouttheiraccomplishments.Womentalkto:Establishconnectionandintimacy.Criticizemenfornotlistening.Speakofproblemstopromotecloseness.Expressregretandrestorebalancetoaconversation.CommunicationBarriersBetweenMenandWomen Source:TheFarSidebyGaryLarson©1994FarWorks,Inc.Allrightsreserved.Usedwithpermission. HandGesturesMeanDifferentThingsinDifferentCountries HandGesturesMeanDifferentThingsinDifferentCountries(cont’d) CommunicationBarriersandCulturalContextHigh-ContextCulturesCulturesthatrelyheavilyonnonverbalandsubtlesituationalcuestocommunication.Low-ContextCulturesCulturesthatrelyheavilyonwordstoconveymeaningincommunication. High-vs.Low-ContextCulturesEXHIBIT10–10 低情景文化的特点是：（1）直接、立即谈任务、事务和手头的困难（2）着重个人专长和绩效（3）相互交往时，非常看重清晰、准确和迅速 Considerthewayinwhichthismaniscommunicating?Whatchannelisheusing?Howrichisit?Forwhatkindsofmessagewoulditbeappropriate?Notappropriate?ChapterCheck-Up:Communication