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1、1/18 沟通和冲突（提纲）上篇：管理沟通组织中的沟通一、人际 沟 通二、组织 沟 通三、有效沟 通下篇：冲突调适组织中的冲突一、冲突观二、冲突分析三、冲突的管理上篇精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 1 页，共 18 页2/18 管理沟通组织中的沟通一、人际沟通（一）概念和特性1、定义：Communication中译：沟通、传播、通信、交通2、特性（1）社会性（2）选择性（3）主动性（4）互动性（5）符号性（6）干扰性（二）人际沟通模式精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 2 页，共 18 页文档编码:CJ1S2E1V10C4 HV9
2、W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V
3、10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:
4、CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y1
5、0N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF
6、3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5
7、P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4
8、 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N43/18 二、组织
9、沟通（一）概念1、定义组织沟通是指组织成员之间的信息交流和传递，即组织中的人际沟通。“组织沟通通过建立一种情境来影响组织成员之间的人际沟通和人际关系”。（库什曼）2、功能（1）传达信息（2）心理保健（3）联络人际关系（4）塑造企业文化（二）方式1、人际沟通的一般方式（1）言语沟通与非言语沟通（2）单向沟通与双向沟通2、组织沟通的特殊方式（1）正式沟通与非正式沟通（2）下行、上行与平行沟通口头易获得 低成本 高速度 直接性 受关注书面 易获得 低成本 高速度 直接性 受关注面谈+电话+开会+讲演+联网电话+闭路电话+信函+报告备忘+电报+传真+手册+布告+互联网络+总 经 理精品w o r d
10、学习资料 可编辑资料-精心整理-欢迎下载-第 3 页，共 18 页文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编
11、码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10
12、Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6
13、ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6
14、R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10
15、C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ
16、1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N
17、4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N44/18（三）网络1、正式沟通网络正式沟通网络是根据组织机构、规章制度所设计的，用以交流和传递与组织活动相关信息的沟通途径。沟通网络类 型沟通的效率精确度组织化的效果领导者的作用士气其他影响链 式快准较易产生组织化，组织很稳定显著低任何环节都不能有误或打折扣轮 式快准迅速产生组织化并稳定下来非常显著很低成员之间缺乏了解，工作难以配合、支持Y 式快准较易产生组织化和组织稳定显著低圆 式慢低不易产生组织化，不稳定不存在领导作用高邻近的成员之间联系，远一点则无法沟通；临时性的全渠道式慢较准不易产生组织化不存在领
18、导作用高成员之间真正相互了解，适合解决复杂问题副 总 经 理（销售）副 总 经 理（财务）副 总 经 理（生产）厂长车间主任班 组 长职工自上而下的沟通?手谕?报告?通告?公司内部刊物?公司手册自下而上的沟通?建议制度?随时接纳职工的政策?管理阶层听取职工的意见?职工信件?委员会议精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 4 页，共 18 页文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10
19、H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV
20、9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1
21、V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码
22、:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y
23、10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 Z
24、F3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R
25、5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N45/18 2、非正式沟通网络非正式沟通网络不是由组织设置的，而是在组织成员进行非正式沟通中自然形成的。单线型幅射型随机型集束型“小道消息“传言（私下议论）谣言（编造事实）流言蜚语（人身攻讦）三、有效沟通（一）
26、特征1、及时传送、反馈、利用均及时2、充分全面、适量3、不失真抗干扰精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 5 页，共 18 页文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编
27、码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10
28、Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6
29、ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6
30、R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10
31、C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ
32、1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N
33、4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N46/18（二）障碍1、按沟通过程分析（1）编码阶段 语言的选择 非语言性的沟通手段 发讯者的表达能力 双方知识经验的局限 了解对方知觉、价值观和信仰的程度（2）传递阶段 媒介（渠道）的选择 信息量及沟通负载 时机不适 漏失和错传 干扰组织沟通中的负载（3）解码阶段 倾听的有效性 知觉的选择性 受讯者的理解差异和曲解负载性因素组织性因素个人性因素负载状态后果?沟通量?沟通内容的复杂性?与别人间的?工作的常规性协需要?时间
34、限制?与别人相距的远近?决 策 的 量 与 质 的近的要求?沟通的能力高低?沟 通 的 意愿强弱欠载适量超载冷漠离心士气低落积极性强生产率高心理压力困惑出错精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 6 页，共 18 页文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编
35、码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10
36、Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6
37、ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6
38、R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10
39、C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ
40、1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N
41、4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N47/18 类型功能例句指导型倾听判断型倾听探索型倾听调解型倾听主动型倾听为讲述者的谈话设置限度并确定方向。把个人的观点与价值判断引进谈话中来。提出一些问题，试图抓住事情的核心。安慰对方，大事化小。试图创造出支持性氛围，鼓励对方谈出心里话并解决问题，只对对方所说作中性的反馈。我要是你，对这事就干脆不予理睬。你完全正确，跟老汤这种人根本
42、无法相处好。这是啥时候开始的？你想让我为这事做点啥？你跟老汤今天算倒霉，别担心，明天就会全忘掉了。你跟老汤关系不好这事使你挺烦恼啰。(4)反馈阶段 上级对待下级的态度 下级对待上级的态度2、因素分析（1）语言障碍 语系 语义 语境（2）心理障碍 态度 个性 情绪（3）组织障碍 地位 结构（4）文化障碍 跨文化 代沟 性别精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 7 页，共 18 页文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1
43、S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4
44、文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2
45、U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10
46、H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV
47、9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1
48、V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码
49、:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N48/18（三）对策1、发讯者应作好准备2、传达有效信息3、及时反馈与跟踪4、上级人员应言行一致5、改善组织结构6、乔哈利窗口模型明区（己知人知）盲区（己不知人知）隐区（
50、己知人不知）暗区（己不知人不知）7、创造支持性的沟通氛围8、采用断言型的沟通风格9、改进倾听技巧，充分利用主动倾听10、发挥非语言沟通手段的作用11、了解沟通环境12、考虑文化因素对沟通的影响要诀能说善写，当好听众；态度真诚，地位平等；巧和方式，讲究效果；及时充分，息息相通。良好沟通十戒（美国管理协会，1995）己知己不知己方人知甲方人不知精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 8 页，共 18 页文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10N4文档编码:CJ1S2E1V10C4 HV9W6R5P10H6 ZF3G2U10Y10