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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-中国移动 Make yourself heard 理解就是沟通-爱立信 Communication Unlimited!沟通无极限-摩托罗拉The Definition of communicationCharacteristics of CommunicationBehaviors for Effective Interpersonal CommunicationComponents of communicationFunctions
2、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 communicate we share our communicate w
3、e 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 dderived from a need erived from a need to connect and interact to connect and interact with other with other human beings
4、.human beings.100,000 years ago-facial expressions,exclamations（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components of communication?Components of Co
5、mmunicationsenderencodingcontextreceiverdecodingfeedbackchannelmessagenoiseComponents of communication Sender/Source（信息源）A sender/source is the person who transmits a message.Message（信息）A message is any signal that triggers the response of a receiver.Encoding（编码）Encoding refers to the activity durin
6、g which the sender must choose certain words or nonverbal methods to send an intentional message.Decoding（解码）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）A receiver is any person who notices and gives some meaning to a
7、 message.Channel/Medium（渠道）Channel/Medium is the method used to deliver a message.Context（情境）The setting or situation is called a context.Noise（干扰）Noise is a term used for factors that interfere with the exchange of messages,including external noise，physiological noise,psychological noise and semant
8、ic noise.Noise is inevitable.Feedback（反馈）The response of a receiver to a senders message is called feedback.Verbal Communication 语言信息沟通WORDS 言语=7%v Keep it simplev 保持简要v Explain and/or provide an examplev 解释或举例，或二者都做v Use clear,direct wordsv 使用清楚，直截了当的语言v Respect your listenersv 尊重你的听众v Repeat your
9、main ideav 重复你的主要观点v Check for understandingv 检查理解情况Visual Communication 视觉沟通=55%v Eye Contact目光接触v Posture身体的姿势v Gestures手势动作v Facial Expression面部表情Vocal Communication 声觉沟通=38%vVariety变化vQuality音质vRate语速vVolume音量vVocalized Pauses顿音The Impact of Nonverbal Communication非言语沟通的作用VOCAL 声觉38%VISUAL视觉55%V
10、ERBAL 言语7%Characteristics of Communication 沟通的特点Characteristics of CommunicationCONTEXTU ALSYSTEMA TICTRANS ACTIONAL SELF-REFLECTIVESYMB OLICIRREVERSIBLED YNAMICCOMMUNICATION ISa.Communication is dynamic（动态的）Communication is an ongoing activity.It is not fixed.A word or action does not stay frozen w
11、hen you communicate;it is immediately replaced with yet another word or action.(交际就像是一部动画，而不是图片）b.Communication is systematic（系统性的）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
12、景，场所，场合，参加的人数等）Setting and environment help determine the words and actions we generate.Dress,language,topic selection,and the like are all adapted to context.c.Communication is symbolic 符号性的）Symbols are central to the communication process because they represent the shared meanings that are communi
13、cated.A symbol is a word,action,or object that stands for or represents a unit of meaning.d.Communication is irreversible（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,on
14、ce it has been sent and received,the message itself cannot be reversed.e.Communication is transactional（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
15、）Human beings have a unique ability to think about themselves,to watch how they define the world,and to reflect on their past,present,and future.G.Communication is contextual（情境的）All communication takes place within a setting or situation called a context.By context,we mean the place where people me
16、et,the social purpose for being together,and the nature of the relationship.Thus the context includes the physical,social,and interpersonal settings.vBehaviors for Effective Interpersonal CommunicationSix Behaviors for Effective Interpersonal CommunicationvHonestyvOpenness（self disclosure）vEmpathyvP
17、ositivenessvSupportivenessvEqualityHonestyvHonesty,the quality of being honest,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.n Both the attitude,or pred
18、isposition to behave honestly,and the behavior are entirely a matter of choice.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 s
19、elf-disclosure in the right time.vThe more you know about someone,the fewer false assumptions you are likely to make about that person.The Johari WindowOpen Known to othersHiddenBlindUnknownNot known to selfKnown to selfNot known to othersThe Johari WindowOpen Known to othersHiddenBlindUnknownNot kn
20、own to selfKnown to selfNot known to othersEmpathy vEmpathy refers to supportive 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 ide
21、ntity with a similar emotional state.PositivenessvPositiveness refers to behavior 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 te
22、ar down.SupportivenessvRefers to behavior characterized by description(rather 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 r
23、efers to showing respect for another person and minimizing differences in ability,status,power and intellectual ability.Functions of Communication Functions of CommunicationFunctions of Functions ofCommunication CommunicationControl Control Motivation MotivationEmotional EmotionalExpression Expressi
24、onInformation Informationn Controln Control individuals behaviors in organizationsn Motivationn Clarify for employees what is to done,how well they have done it,and what can be done to improve performancen Emotional Expressionn Social interaction in the form of work group communications provides a w
25、ay for employees to express themselves.n Informationn Individuals and work groups need information to make decisions or to do their work.Interpersonal Communication Methodsn Face-to-facen Telephonen Group meetingsn Formal presentationsn Memosn Traditional mailn Faxn Employee publicationsn Bulletin b
26、oardsn Audio-and videotapes Interpersonal Communication BarriersDefensiveness DefensivenessNational NationalCulture CultureEmotions EmotionsInformation Information Overload OverloadInterpersonal Interpersonal Communication CommunicationLanguage LanguageFiltering Filteringn Filteringn The deliberate
27、manipulation of information to make it appear more favorable to the receiver.n Emotionsn Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages.n Information Overloadn Being confronted with a quantity of information that exceeds an indi
28、viduals capacity to process it.n Defensivenessn When threatened,reacting in a way that reduces the ability to achieve mutual understanding.n Languagen The specialized ways(jargon)in which senders use words can cause receivers to misinterpret their messages.n National Culturen Culture influences the
29、form,formality,openness,patterns and use of information in communications.Overcoming Interpersonal Communication Barriersn Use Feedbackn Simplify Languagen Listen Activelyn Constrain Emotionsn Watch Nonverbal Cues communication skillsn Face the speaker and maintain eye contactn Focus on the content,not the deliveryn Stay active by encouraging,restating,waiting,reflecting,deflecting,summarizingn Avoid emotional involvementn Show empathy and rapportn Advise properlyThank youForYourAttention!