沟通与人际关系技巧

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1、Chapter12CommunicationandInterpersonalSkills溝通與人際關係技巧TheCommunicationProcess溝通程序ThetransferringandunderstandingofmeaningEXHIBIT12.12Management─Communication吳明泉博士2006圖12-13Management─Communication吳明泉博士2006CommunicationProcessTermsEncoding編碼TheconversionofamessageintosomesymbolicformMes

2、sage訊息TheactualphysicalproductfromthesourceChannel管道ThemediumbywhichamessagetravelsDecoding解碼Areceiver’stranslationofasender’smessageFeedback回饋Thedegreetowhichcarryingouttheworkactivitiesrequirebyajobresultsintheindividual’sobtainingdirectandclearinformationabouttheeffectivenessofhish

3、erperformance4Management─Communication吳明泉博士2006WrittenVersusVerbalCommunicationsWritten書面Tangible有形Verifiable可查證Morepermanent持久Moreprecise確實Morecareistakenwiththewrittenwords較為周全、具邏輯性和較清晰的比較費時缺乏回饋Verbal口語LesssecureKnownreceiptQuickerresponseConsumeslesstimeQuickerfeedback5Management─C

4、ommunication吳明泉博士2006TheGrapevine葡萄藤Anunofficialchannelofcommunicationthatisneitherauthorizednorsupportedbytheorganization.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。“Goodinformationpassesamongpeoplefairlyrapidly—badinformation,evenfaster!”6Management─Communication吳明泉博士2006Nonver

5、balCommunications非口語溝通Bodylanguage肢體語言Nonverbalcommunicationcuessuchasfacialexpressions,gestures,andotherbodymovementsVerbalintonation說話音調Anemphasisgiventowordorphrasesthatconveysmeaning7Management─Communication吳明泉博士2006你想要表達的100%你實際表達的80%被別人聽到的60%被別人理解的40%被別人記住的20%溝通中存在的「資訊漏斗」8Manage

6、ment─Communication吳明泉博士2006CommunicationBarriers溝通的障礙Filtering過濾作用Thedeliberatemanipulationofinformationtomakeitappearmorefavorabletothereceiver討好接收者而蓄意地操縱資訊。Selectiveperception選擇性認知Selectivehearingcommunicationsbasedonone’sneeds,motivations,experience,orotherpersonalcharacteristics基於

7、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。Informationoverload資訊過荷Theresultofinformationexceedingprocessingcapacity資訊數量超過處理能耐。9Management─Communication吳明泉博士2006CommunicationBarriers(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TechnicallanguagethatisnotunderstoodbyoutsidersGender性別Mencomm

8、unica