week1中山大學(xué)商務(wù)溝通.ppt

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案例1 美國(guó) 紐約日?qǐng)?bào) 總編輯雷特身邊缺少一位精明干練的助理 雷特的目光瞄準(zhǔn)了年輕的約翰 海 而當(dāng)時(shí)約翰 海剛從西班牙首都馬德里辭去外交官職務(wù) 正準(zhǔn)備回到家鄉(xiāng)伊利諾州從事律師職業(yè) 雷特知道如果他直接邀請(qǐng)約翰 海擔(dān)任助理肯定會(huì)被拒絕 那么 怎樣才會(huì)使他不拒絕呢 案例2 蔡瀾在香港與金庸等并稱四大才子 蔡瀾年輕時(shí) 一日突發(fā)奇想 想到 明報(bào) 弄個(gè)專欄玩一玩 便去找倪匡幫忙 倪匡面露難色 太難了 金庸當(dāng) 明報(bào) 是自己的性命 尤其是那個(gè)副刊 一直以來(lái) 都死抱著不放 你要寫 明報(bào) 副刊 真是難于登天 你還是叫我請(qǐng)你吃飯 這比較容易辦 蔡瀾不甘心 倪大哥 你不幫我 普天下恐怕也沒(méi)人幫得了我了 倪匡最怕哀求 當(dāng)下便說(shuō) 讓我想想辦法 不過(guò) 你別太急 倪匡怎樣做會(huì)比較容易獲得成功 案例3 扁鵲見(jiàn)蔡桓公 立有間 扁鵲曰 君有疾在腠理 不治將恐深 桓候回 寡人無(wú)疾 扁鵲出 桓候曰 醫(yī)之好治不病以為功 居十日 扁鵲復(fù)見(jiàn) 曰 君之病在腸胃 不治將益深 桓候又不應(yīng) 扁鵲出 桓候又不悅 居十日 扁鵲望桓候而還走 桓候故使人問(wèn)之 扁鵲曰 疾在腠理 湯熨之所及也 在肌膚 針石之所及也 在腸胃 火齊之所及也 在骨髓 司命之所屬也 今在骨髓 臣是以無(wú)請(qǐng)也 居五日 桓候體痛 使人索扁鵲 以逃秦矣 桓候遂死 從溝通角度分析扁鵲的失誤 應(yīng)該怎樣改進(jìn)其溝通策略 醫(yī)扁鵲見(jiàn)秦武王醫(yī)扁鵲見(jiàn)秦武王 武王示之病 扁鵲請(qǐng)除 左右曰 君之病 在耳之前 目之下 除之未必已也 將使耳不聰 目不明 君以告扁鵲 扁鵲怒而投其石 君與知之者謀之 而與不知者敗之 使此知秦國(guó)之政也 則君一舉而亡國(guó)矣 例4鄒忌事宣王 鄒忌事宣王 仕人眾 宣王不悅 晏首貴而仕人寡 王悅之 鄒謂宣王曰 忌聞以為有一子之孝 不如有五子之孝 今首之所進(jìn)仕者 以幾何人 宣王因以晏受壅塞之 鄒忌諷齊王納諫 Whatiscommunication Communicationcanbethoughtofasaprocessorflow Itisatransferenceofmeaningfromonepersontoanother Itismadeupof7parts Howcanwebecomegreatcommunicators 1 Languageability1 Anunderstandingoflanguageanditsinherentpowers combinedwiththeskilltospeak write read listen andtoforminterpersonalrelationships willdeterminewhetherornotyouwillsucceedasamanager 2 ManagementphilosopherPeterDruckerwrote Managershavetolearntoknowlanguage tounderstandwhatwordsareandwhattheymean Perhapsmostimportant theyhavetoacquirerespectforlanguageas our mostpreciousgiftandheritage 3 HarvardBusinessSchoolprofessorsRobertEcclesandNitinNohriaofferedaviewofmanagement Theywrote managersneedfirsttotakelanguageseriously theysay theessenceofwhatmanagementisallaboutistheeffectiveuseoflanguagetogetthingsdone Withouttherightwords usedintherightway itisunlikelythattherightactionswilleveroccur Withoutwordswehavenowayofexpressingstrategicconcepts structuralforms ordesignsforperformancemeasurementsystems Languageistooimportanttomanagerstobetakenforgranted Youreffectivenessasaspeakerandwriterwilldeterminehowwellyouareabletogetotherstodowhatyouwant Andyoureffectivenessasalistenerwilldeterminehowwellyouunderstandothersandcandothingsforthem 2 theabilitytoperceivetheimpactofverbalsignsandnonverbalsignsetc 3 havinganinteractivestyle promotetruetwo wayexchange Theimportanceofbusinessandmanagerialcommunication1 Nomatterwhatlevelyouare you llcommunicate Asyouclimbtheorganizationhierarchy themoreeffectivecommunicationskillsyou llneed AnnetteGregorich VicePresidentofHumanResourcesforMultipleZonesInternational says I veactuallyseenpeoplelosepromotionsbecausetheycouldn twriteaproposalorstandinfrontofthemanagementteamandmakeapresentation Leadershiprelies aboveallelse oneffectivecommunicationskills Trueleadershipisnotconferred 授與 頒與 bytitleorposition itisearnedthroughpersonalandprofessionalachievementsandtheabilitytomotivatethosearoundyou 2 Communicationinmanyways istheworkofmanagers dayinanddayout Whetherworkingforahospital manufacturer orservicefirm morethan75percentofamanager stimeisspentcommunicating managersspendverylittletimebythemselves Theyspendmostoftheirtimeinteractingwithothers bothinsideandoutsidetheorganization ProfessorHarveyMintzbergobservedCEOsonthejobandfoundthattheyaveraged36writtenand16verbalcontactsperday almosteveryoneofthemdealingwithadistinctordifferentissue Mostoftheseactivitieswerebrief lastinglessthan9minutes Theimportanceofeffectivecommunicationformanagerscannotbeoveremphasizedforonespecificreason everythingamanagerdoesinvolvescommunicating Notsomethingsbuteverything Whatistobedealtwithinthecourse CommunicationstrategySenderstrategy ReceiverstrategyMessagestrategyChannelstrategyCulturalstrategyPrinciplesofcommunication FundamentalcommunicationskillsListeningOralcommunicationEffectivewritingNonverbalcommunication DifferenttypesofcommunicationIntrapersonalcomm Interpersonalcomm Groupcomm Organizationalcomm Interculturalcomm comm withsuperiors peers andsubordinates negotiation jobhunting meetingconducting conflictmanagement crisis socialnetworketc EvaluationAttendance10 Classroomperformance20 Grouptaskpresentation10 Pre classreading10 Finalexam50 Bookstobereferredto BusinessandAdministrativeCommunication KittyOLocker McGrawHillEducation 商務(wù)與管理溝通 基蒂 洛克 機(jī)械工業(yè)出版社 英文版 原書第5版 2002ManagerialCommunication strategiesandapplications GeraldineEHynes McGrawHill 管理溝通 策略與應(yīng)用 杰拉爾丁 E 海因斯 北京大學(xué)出版社 第3版 2005管理溝通 成功管理的基石 魏江 嚴(yán)進(jìn) 機(jī)械工業(yè)出版社