Chapter 8 Copyright 2006 Copyright by SouthWestern 2008
組織行為 Chapter 8 溝通 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
人際溝通的基礎模式 溝通者(communicator) 率先發送訊息的人。 接收者(receiver) 必須對訊息加以詮釋,並充分了解。 知覺屏幕(perceptual screen) 為我們與外在世界中他人互動的窗口。 訊息(message) 包含發送者要給接收者的想法與感受。 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
表 8. 1 溝通媒介:資訊豐富性與資料處理能力 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved SOURCE: E. A. Gerloff in Research in Organizational Behavior 6 1984: 191 -233. “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel. Reprinted by permission of JAI Press Inc.
回應式傾聽中,接收者可以採用的四種 層次的口頭式回應: 肯定的接觸 覆述對方的想法與感受 澄清對方內隱的想法與感受 反射其核心真正感受而非口頭說法給 對方 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
單向與雙向式溝通(two-way communication) 是一種互動的溝通形式,可以分享彼此的 想法與感受,如此也容易建立起雙方的共識。 單向式溝通(one-way communication) 則是指人們傳遞訊息給接收者後,對方沒 有提供回饋、提問、或互動的溝通形式。 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
五種有效的管理式溝通秘訣 善於表達的演講者 同理的聆聽者 具說服力的領導者 敏銳的觀察者 資訊靈通的管理者 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
溝通障礙與途徑 溝通障礙(barriers to communication) 是指阻礙溝通或扭曲溝通內容的因素。 有效的溝通途徑(gateways to communication)有助於克服某些溝通障 礙,以及解決溝通障礙所造成的組織問題。 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
語言 使用模糊的用語,或刻意誤導的語言, 可能會造成溝通的障礙。 方言也是另一種構成溝通障礙的原因。 在不同領域中,語言障礙變成由專業術 語所造成。 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
兩種基本的防禦模式 服從式防禦式溝通 被動的、遵從的及退縮的行為模式 支配式防禦式溝通 主動的、挑釁的,及抨擊的行為模式 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
非言語溝通(nonverbal communication)包 括所有溝通的元素,如姿勢與空間的使用, 不一定會使用到字、詞或語言的。 四種主要的非言語溝通方式: 人際距離 動作學 臉部表情與眼神 副語言 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
圖 8. 2 美國文化中的領地空間區域 a 親密距離(1又1/2英尺) b 私人距離(1又1/2英尺至 4英尺) c 社交距離(4英尺至 12英尺) d 公眾距離(12英尺以外) a b c d Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
圖 8. 3 就座動態 座位動力學,是一種人們選擇特定位置的座位藝術, 會依據溝通時的目的選定不同的座位。 X O 合作 X 競爭 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved O O X 溝通 O X O 不溝通
副語言 副語言是指講話時的變異,如音調、音 量、步調、腔調、長短、笑與哭等 人們藉由辨認發話者的副語言線索,來 進行特徵與行為的歸因。 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
資訊溝通科技(Information Communication Technology, ICT)提供 比以往在獲取資訊上更快速、更即時的 優點。 Copyright © 2006 Copyright by South-Western, © 2008 Cengage Learning. a division of All Thomson rights reserved Learning. All rights reserved
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