管理學,羅賓斯,9版,英文Robbinsfom913課件

Copyright?2015PearsonEducation,Inc.13-1Chapter13ManagingCommunicationandInformationLearningOutcomesDescribewhatmanagersneedtoknowaboutcommunicatingeffectively.Explainhowtechnologyaffectsmanagerialcommunication.Discusscontemporaryissuesincommunication.Copyright?2015PearsonEducation,Inc.13-2Copyright?2015PearsonEducation,Inc.13-313.1Definewhatmanagersneedtoknowaboutcommunicatingeffectively.TheCommunicationProcessCopyright?2015PearsonEducation,Inc.13-5FactorsAffectingEncodingCopyright?2015PearsonEducation,Inc.13-6SkillAttitudesKnowledgeSocialculturalsystemCommunicationChannelsCopyright?2015PearsonEducation,Inc.13-7FormalchannelsInformalchannelsWrittenvs.VerbalCommunicationDrawbacks:TimeconsumingDoesn’tlenditselftofeedbacklikeoralcommunicationCopyright?2015PearsonEducation,Inc.13-9AdvantagesTangible/verifiablePermanentrecordStoredforlaterreferenceWell-thoughtoutTheGrapevineCopyright?2015PearsonEducation,Inc.13-10NonverbalCuesCopyright?2015PearsonEducation,Inc.13-11OvercomingCommunicationBarriersCopyright?2015PearsonEducation,Inc.13-13Copyright?2015PearsonEducation,Inc.13-1413.2Explainhowtechnologyaffectsmanagerialcommunication.TechnologyandCommunicationCopyright?2015PearsonEducation,Inc.13-15NetworkedcomputersystemsWirelesscapabilitiesNetworkedCommunicationApplicationsCopyright?2015PearsonEducation,Inc.13-17E-mailInstantmessaging(IM)Voice-mailFaxmachinesNetworkedCommunicationApplications(cont.)ElectronicDatainterchange(EDI)TeleconferenceandvideoconferencemeetingsOrganizationalintranetOrganizationalextranetInternet-basedvoice/videocommunicationCopyright?2015PearsonEducation,Inc.13-18WirelessCommunicationCopyright?2015PearsonEducation,Inc.13-19 Peopledon’tneedtobephysicallyattheofficetocommunicate,collaborate,andshareinformationwithmanagersandcolleagues.ContemporaryIssuesCopyright?2015PearsonEducation,Inc.13-21CommunicationmanagementinanInternetworldManagingtheorganization’sknowledgeresourcesCommunicatingwithcustomersGettingemployeeinputCommunicatingethicallyCommunicationinanInternetWorldCopyright?2015PearsonEducation,Inc.13-22LegalandsecurityissuesLackofpersonalinteractionLegalandSecurityIssuesCopyright?2015PearsonEducation,Inc.13-23ElectronicinformationispotentiallyadmissibleincourtSensitive,proprietaryinformationatriskKnowledgeManagement Cultivatingalearningcultureinwhichorganizationalmemberssystematicallygatherknowledgeandshareitwithothers.Copyright?2015PearsonEducation,Inc.13-25CustomerServiceCopyright?2015PearsonEducation,Inc.13-26 Threecomponentsinanyservicedeliveryprocess:CustomerServiceorganizationIndividualserviceproviderEthicalCommunicationCopyright?2015Pe