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1、Communication To Persuade other people to think or act in the way we do 沟通从心开始沟通从心开始 -中国移中国移动动 Make yourself heard 理解就是沟理解就是沟通通 -爱爱立信立信 Communication Unlimited!沟通无沟通无极限极限 -摩托摩托罗罗拉拉The Definition of communicationCharacteristics of CommunicationBehaviors for Effective Interpersonal CommunicationCompon
2、ents of communicationFunctions of CommunicationThe Definition of communication:Communication is derived from the Communication is derived from the Latin word Latin word communicarecommunicare,meaning,meaning to to share with or to make common,share with or to make common,so so when wewhen we communi
3、cate we share our communicate we share our thoughts,hopes,and knowledge with thoughts,hopes,and knowledge with others.others.Communication is a form of Communication is a form of human behavior human behavior d derived from a need erived from a need to connect and interact to connect and interact wi
4、th other with other human beings.human beings.100,000 years ago-facial expressions,exclamations（大叫）（大叫）and noisesBasics of human communication30,000 years ago-Cave paintings 20,000 years ago-a speakable language5,000 years ago-the use of symbols and script Components of communication 沟通的构成要素沟通的构成要素c
5、omponents of communication?Components of CommunicationsenderencodingcontextreceiverdecodingfeedbackchannelmessagenoiseComponents of communication Sender/Source（信息源）（信息源）A sender/source is the person who transmits a message.Message（信息）（信息）A message is any signal that triggers the response of a receiv
6、er.Encoding（编码编码）Encoding refers to the activity during which the sender must choose certain words or nonverbal methods to send an intentional message.Decoding（解（解码码）Decoding is the activity during which the receiver attaches meaning to the words or symbols he/she has received.Receiver（信息接收者）（信息接收者）
7、A receiver is any person who notices and gives some meaning to a message.Channel/Medium（渠道）（渠道）Channel/Medium is the method used to deliver a message.Context（情境）（情境）The setting or situation is called a context.Noise（干（干扰扰）Noise is a term used for factors that interfere with the exchange of messages,
8、including external noise，physiological noise,psychological noise and semantic noise.Noise is inevitable.Feedback（反（反馈馈）The response of a receiver to a senders message is called feedback.Verbal Communication语言信息沟通语言信息沟通WORDS 言语言语=7%vKeep it simplev保持简要保持简要vExplain and/or provide an examplev解释或举例，或二者都
9、做解释或举例，或二者都做vUse clear,direct wordsv使用清楚，直截了当的语言使用清楚，直截了当的语言vRespect your listenersv尊重你的听众尊重你的听众vRepeat your main ideav重复你的主要观点重复你的主要观点vCheck for understandingv检查理解情况检查理解情况Visual Communication视觉沟通视觉沟通=55%vEye Contact目光接触目光接触vPosture身体的姿势身体的姿势vGestures手势动作手势动作vFacial Expression面部表情面部表情Vocal Communica
10、tion声觉沟通声觉沟通=38%vVariety变化变化vQuality音质音质vRate语速语速vVolume音量音量vVocalized Pauses顿音顿音The Impact of Nonverbal Communication非言语沟通的作用非言语沟通的作用VOCAL 声觉声觉38%VISUAL视觉视觉55%VERBAL 言语言语7%Characteristics of Communication 沟通的特点沟通的特点Characteristics of CommunicationCONTEXTUALSYSTEMATICTRANSACTIONALSELF-REFLECTIVESYMB
11、OLICIRREVERSIBLEDYNAMICCOMMUNICATION ISa.Communication is dynamic（动动态态的）的）Communication is an ongoing activity.It is not fixed.A word or action does not stay frozen when you communicate;it is immediately replaced with yet another word or action.(交交际际就像是一部就像是一部动动画，而不画，而不是是图图片）片）b.Communication is sys
12、tematic（系（系统统性的）性的）Communication does not occur in isolation or in a vacuum,but rather is part of a larger system.We send and receive messages not in isolation,but in a specific setting.(场场景，景，场场所，所，场场合，合，参加的人数等）参加的人数等）Setting and environment help determine the words and actions we generate.Dress,la
13、nguage,topic selection,and the like are all adapted to context.c.Communication is symbolic 符号性的）符号性的）Symbols are central to the communication process because they represent the shared meanings that are communicated.A symbol is a word,action,or object that stands for or represents a unit of meaning.d
14、.Communication is irreversible（不可逆转的）（不可逆转的）vCommunication is an irreversible process.We can never undo what has already been done.Although we may try to qualify,negate,or somehow reduce the effects of our message,once it has been sent and received,the message itself cannot be reversed.e.Communicati
15、on is transactional（交互式的）（交互式的）A transactional view holds that communicators are simultaneously sending and receiving messages at every instant that they are involved in conversations.f.Communication is self-reflective（自省的）（自省的）Human beings have a unique ability to think about themselves,to watch ho
16、w they define the world,and to reflect on their past,present,and future.G.Communication is contextual （情境的）（情境的）All communication takes place within a setting or situation called a context.By context,we mean the place where people meet,the social purpose for being together,and the nature of the rela
17、tionship.Thus the context includes the physical,social,and interpersonal settings.vBehaviors for Effective Interpersonal CommunicationSix Behaviors for Effective Interpersonal CommunicationHonestyOpenness（self disclosure）EmpathyPositivenessSupportivenessEqualityHonestyvHonesty,the quality of being h
18、onest,when applied to an interpersonal communication event,implies freedom from deceit or fraud.vHonesty may sometimes require enormous wisdom and courage.vHonesty includes both attitude and behavior.Both the attitude,or predisposition to behave honestly,and the behavior are entirely a matter of cho
19、ice.vWere not fully honest with each other.Openness vSelf-disclosure,revealing ones thinking,feelings,and beliefs to another.vSuccessful interpersonal communication is characterized by the right amount and the right kind of self-disclosure in the right time.vThe more you know about someone,the fewer
20、 false assumptions you are likely to make about that person.The Johari WindowOpenKnown to othersHiddenBlindUnknownNot known to selfKnown to selfNot known to othersThe Johari WindowOpenKnown to othersHiddenBlindUnknownNot known to selfKnown to selfNot known to othersEmpathy vEmpathy refers to support
21、ive behavior that is characterized by identification with the experiences,feelings,and problems of others,and with the affirmation of the others self-worth.vEmpathy is a reaction to someone that reflects recognition and identity with a similar emotional state.PositivenessvPositiveness refers to beha
22、vior that is sure and constructive,rather than to behavior that is skeptical and doubtful.vIt empathizes the hopeful side of things by looking to the good in people and events.vIt affirms and builds;it does not attack or tear down.SupportivenessvRefers to behavior characterized by description(rather
23、 than evaluation),problem orientation(rather than control),spontaneity(instead of strategy),empathy(as opposed to neutrality),equality(as opposed to superiority),and provisionalism(rather than certainty).EqualityvEquality refers to showing respect for another person and minimizing differences in abi
24、lity,status,power and intellectual ability.Functions of Communication Functions of CommunicationFunctions ofFunctions ofCommunicationCommunicationControlControlMotivationMotivationEmotionalEmotionalExpressionExpressionInformationInformationControlControl individuals behaviors in organizationsMotivat
25、ionClarify for employees what is to done,how well they have done it,and what can be done to improve performanceEmotional ExpressionSocial interaction in the form of work group communications provides a way for employees to express themselves.InformationIndividuals and work groups need information to
26、 make decisions or to do their work.Interpersonal Communication MethodsFace-to-faceTelephoneGroup meetingsFormal presentationsMemosTraditional mailFaxEmployee publicationsBulletin boardsAudio-and videotapes Interpersonal Communication BarriersDefensivenessDefensivenessNationalNationalCultureCultureE
27、motionsEmotionsInformation Information OverloadOverloadInterpersonal Interpersonal CommunicationCommunicationLanguageLanguageFilteringFilteringFilteringThe deliberate manipulation of information to make it appear more favorable to the receiver.EmotionsDisregarding rational and objective thinking pro
28、cesses and substituting emotional judgments when interpreting messages.Information OverloadBeing confronted with a quantity of information that exceeds an individuals capacity to process it.DefensivenessWhen threatened,reacting in a way that reduces the ability to achieve mutual understanding.Langua
29、geThe specialized ways(jargon)in which senders use words can cause receivers to misinterpret their messages.National CultureCulture influences the form,formality,openness,patterns and use of information in communications.Overcoming Interpersonal Communication BarriersUse FeedbackSimplify LanguageLis
30、ten ActivelyConstrain EmotionsWatch Nonverbal Cues communication skillsFace the speaker and maintain eye contactFocus on the content,not the deliveryStay active by encouraging,restating,waiting,reflecting,deflecting,summarizingAvoid emotional involvementShow empathy and rapportAdvise properlyThank youForYourAttention !