7. Discussion (1): Group Comm.After finishing self-judgement, your group (3-4 pers) uses informative or persuasive communication so as to get access to the common decision. The turn of 15 things should try to get everyone’s agreement.
Attentions:
----No matter informative, or persuasive comm., logic is the fundamental;
----Don’t change your idea only to avoid the conflict;
----Don’t make decision only to abide by “the minority and the majority” rule
8. Discussion (2): Self-assessmentWhat key techniques, you think, make your career successful?
What are your communication barriers in your current job?
What are the most effective approaches to improve your communicative skills?
What do you wish to learn much more in this course?
9. 1- Significance of Managerial CommunicationManager=Vision-maker+Motivator
Comm. Activities go through all managing life.
Communicative Capability heavily influences your career development in some extent。
3C’S: Capability + Character + Comfort (Comfort relation, Comfort job, Comfort life).
Supportive communication =
Problem-solving + Comfort relation
10. 2- Concept of Managerial CommunicationTwo schools of MC
Behavior Science Theory
----Audience-analysis-based communica-tive strategies: theory and thoughts.
Effective communicative techniques and skills
----Writing, Language; informative and persuasive communication skills, practical techniques
Integrating both two schools
----Philosophy and skills development
11. 概念
管理沟通是指沟通者为了获取沟通对象的反应和反馈而向对方传递信息的全部过程。
A) 基于反应的双向沟通;
B) 需要媒介联结沟通双方。
GOOD IDEAS ARE NOT SCARCE SUPPLY,
WHAT IS RARE IS THE ABILITY Of TRANS-
LATING A GOOD IDEA INTO ACCEPTED
PRACTICE.2- Concept of Managerial Communication(c)
12. NATURES OF MC
----Media: language or letters;
----Content:Information, Thoughts, Emotion, Aspects, Attitude etc.
----Philosophy greatly influences the understanding of motive, behavior and goal;
----Special barriers: information disorder, Psycological elements (preference, backgroud, experiences and values)2- Concept of Managerial Communication(c)
13. INFORMATION SOURCES (WHO);
AUDIENCE (NEGATIVE, POSITIVE & NEUTRAL; CRITICAL OR NO CRITICAL; DIRECT OR INDIRECT);
COMMUNICATIVE GOAL (SOLVING PROBLEM);
ENVIRONMENT (INTERNAL AND EXTERNAL);
INFORMATION;
MEDIA (ORAL, WRITING, PHONE, E-MAIL, ETC.);
FEEDBACK (POSITIVE, NEGATIVE OR NEUTRAL)3- Components of Managerial Communication
14. ENCODECHANNEL:
MEDIADECODESUBJETIVEOBJECTIVESFEEDBACK
(+, --)RESPONSE4- Process of Managerial Communication
15. 建设性沟通的原理是什么?
16. Supportive Communication
Natures
Strategies
Nature & Strategies of
17. 1- Supportive Communication— CONCEPT
Supportive Communication =
Problem-solving + Positive relation
— NATURES
(1) delivery of the correct information
(2) positive and comfort relation
(3) definite goal of problem-solving
24. Problem-orientation
PROBLEM-ORIENTATION RATHER THAN PERSON-ORIENTATION (对事不对人)
DISCUSSION: 比较以下三种说法
A 我不喜欢你这身打扮;
B 你的这身打扮与公司的衣着规定不符;
C 大家希望你能打领带上班。 Position Principles
25. Self-explicitness
含义
承认思想源泉属于自己而非他人或集体。承担个人评论的责任。
讨论
A 自我外显是否普遍适用?何种情况下不合适?
B 自我内隐可能会导致什么结果?
C 如何引导下属从自我内隐走向自我外显?
Position Principles
26. Discrepancy
不一致的三种情形
A 处事态度与意识到态度之间不一致;
B 个人感觉与表达意见的不一致;
C 表达内容与举止、口气的不一致。
DISCUSSION
你工作中在什么情况下不能采取表里一致的沟通原则?Respect Principles
34. 主体
(SENDER)客体
(RECEIVER)反应渠道媒介信息文化Strategies of Managerial Communication
35. FIVE KEY STRATEGIES
OBJECTIVE STRATEGY
SUBJECTIVE STRATEGY
INFORMATION STRATEGY
CULTURE/ENVIRONMENT STRATEGY
FEEDBACK STRATEGYStrategies of Managerial Communication
36. 讨论题
背景:有许多人抱怨,刚添孩子时,接二连三地接到给孩子买保险的电话,而且很多业务员上门推销保险(包括教育险、人身保险等)。搞得家里应接不暇,后来不管什么业务员如何联系,干脆一律回答:买了!一次,我算了一下帐,所有保险到一定年限(如18年)的实际回报,远不如存银行合算。于是,当业务员上门,我就拿出计算器帮他们算帐。
问题:如果我现在尚没有给孩子买保险,你准备如何说服我购买?你认为要说服顾客的关键是什么?1- KEY OF EFFECTIVE COMMUNICATION
37. 顾客定位:顾客需要什么?
自我定位:我能给顾客什么?
沟通策略:如何把“需要”和“提供”联结为一体?
有效管理沟通的关键:换位思考
例子的问题:业务员在没有弄清楚顾客需要什么之前,滔滔不绝地推销产品,实际上,对有的顾客而言,讲得越多越容易反感。1- KEY OF EFFECTIVE COMMUNICATION (S1&2)
38. How to Strengthen your information ?
BEGINNINGS STRATEGY
——HOW?
BODY ARRANGMENT
——HOW?
ENDINGS STRATEGY
——HOW?2- Information Strategy
39. How to organize your information?1 GOAL DEFINITION:INFORMATION TO
BE GAINED Or TO GAIN INFORMATION
----GOAL, STRATEGIES, TASKS...
2 CLEAR VIEWPOINT
DISCUSSION: HOW MANY TYPES?
3 CONTENT & STRUCTURE
DISCUSSION: HOW TO ARRANGE? 2- Information Strategy
44. 联合化学公司
要求:
A 每个组确定三位学员分别担任李明、
丁正予和陈欣;
B 其他组员担任导演和观察员;
C 根据背景材料,各组作模拟,并请观
察员作评价,分别指出每位表现者的
沟通策略和运用建设性沟通技能情况。4-Role Play (feedback strategy)
45. Text
K. O. Locker, et al., Business Communication--- Building Critical Skills, International Edition, McGraw-Hill, 2001.
References
(1) M. E. Hattersley, L. McJannet, Managem’t Comm. Principles and Practice, China Machine Press,McGraw-Hill, 1998.
(2)Mary Munter, Guide to Managerial Comm., 4th ed. Prentice Hall, Tsinghua Univ. Press,1999。
(3) 魏江, 管理沟通——理念与技能, 科学出版社,2001.Text and References
46. Class Participation 20%
Individual Assignment 15%
Impromptu Presentation or Role Play 15%
Final Exam and Cases analysis 50%
Grading