Transcript CH 14-管理者與溝通x

第五篇
領
導
管理者與溝通
Communication
各節重點
14.1 定義溝通的本質與功能
14.2 瞭解人際溝通的程序
14.3 辨認有效人際溝通的障礙以及如何克服
14.4 解釋溝通如何促進組織效率
14.5 描述資訊科技如何影響組織溝通
14.6 描述現代組織溝通的議題
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CHANGE YOUR WORDS,
CHANGE YOUR WORLD.
http://www.youtube.com/watch?v=Hzgzim5m7oU
溝通的本質及功用
14.1 The Nature and Function of Communication
 管理者所做的每一件事都和溝通有關，
若沒有資訊，管理者就無法做決策；
有了資訊還必須透過溝通讓部屬知道；
一旦做成決定後，仍須再次溝通，否
則沒有人知道管理者做了什麼新決定。
Everything a manager does involves
communication. A manager can’t
make a decision without
information. That information has
to be communicated. Once a
decision is made, communication
must again take place. Otherwise,
no one would know that a decision
was made.
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何謂溝通 What Is Communication ？
 溝通是意思的傳達及瞭解。傳達是
指訊息能夠被接收者以某種形式接
收並解讀；瞭解訊息，並不等同於
接收者同意訊息所傳遞的內容。
Communication –
the transfer and understanding of
meaning.
 Transfer means the message
was received in a form that
can be interpreted by the
receiver.
 Understanding the message
is not the same as the
receiver agreeing with the
message.
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 管理溝通包含人際溝通 ( 兩人或兩人以上的溝通 ) 與組織溝
通 ( 包含組織內所有的溝通型態、網路及系統)，對管理者而
言，這兩種類型的溝通都是很重要的。
Interpersonal Communication –
communication between two or more people.
Organizational Communication –
all the patterns, networks, and systems of
communications within an organization.
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溝通的功能 Functions of Communication
 為什麼溝通對管理人和組織如此重要？因為溝通包括了以下
四個功能：約束、激勵、情感表達和提供資訊。
Throughout many organizations, communication serves
four major functions: control, motivation, emotional
expression, and information.
 約束 Control
• 透過正式或非正式之溝通行動控制組織成員個人行為
• Formal and informal communications act to control
individuals’ behaviors in organizations.
 激勵 Motivation
• 向員工闡明目標是甚麼，他們目前表現得如何，應如何
改善以提升績效。
• Communications clarify for employees what is to be
done, how well they have done it, and what can be
done to improve performance.
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 情感表達 Emotional Expression
• 溝通是工作群體中社交的一種形式，提供了員工表達情
感的管道。
• Social interaction in the form of work group
communications provides a way for employees to
express themselves.
 提供資訊 Information
• 個人或群體透過溝通得以取的決策或工作所需之資訊。
• Individuals and work groups need information to
make decisions or to do their work.
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14.2 人際溝通的方式
Methods of Interpersonal Communication
 進行溝通前必須先有一個目的，該目的是以訊息(message)
方式存在，而由訊息的來源(發訊者)傳送給收訊者。訊息被
轉換成符號的形式 [ 編碼(encoding) ]，然後藉由某種媒介
[ 通路(channel) ]傳給收訊者，收訊者會將發訊者的訊息轉
譯回來[ 解碼(decoding) ] ，就這樣訊息由一個人傳給另一
個人。
 Message - a purpose to be conveyed.
 Encoding - converting a message into symbols.
 Channel - the medium a message travels along.
 Decoding - retranslating a sender’s message.
Noise - any disturbances that interfere with the
transmission, receipt, or feedback of a message.
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 管理者可利用下列12個問題評估該使用何種方法與員工溝通：
Managers have a wide variety of communication
methods from which to choose and can use 12 questions
to help them evaluate these methods.
Feedback
回饋
收訊者對訊息的回應有多快
Complexity
capacity
複雜的能力
能否有效處理複雜的問題
How
quickly can the receiver respond to the
message?
可傳送幾種不同的訊息
Can
the method effectively process complex
messages?
能否確定只有預訂收訊者才能收到訊息
How
many different messages can be transmitted
Breadth
potential
可能的廣度
Confidentiality
機密性
Encoding
ease
編碼簡易性
Decoding
ease
解碼簡易性
Time-space
時空限制constrain
Cost
成本
Interpersonal
warmth
人際的親切感
Formality
正式性
Scanability
可瀏覽性
Time
of consumption
處理訊息的時間
using
this method? be reasonably sure their
發訊者能否簡單快速使用該通路
Can
communicators
messages
are received only by those intended?
收訊者能否簡單快速將訊息解碼
Can sender easily and quickly use this channel?
發訊者與收訊者需要在同一時間、地點進行溝通嗎
Can receiver easily and quickly decode messages?
此溝通方式所耗費成本多寡
Do
senders and receivers need to communicate
at
thethis
same
time and
in the
place?
溝通時可將人際間熱絡感表達程度
Does
method
allow
the same
message
to be easily
How
much
does
it
cost
to
use
this
method?
browsed
scanned
for relevant
information?
是否具業界所要求之正式性
How
well
does
this
convey
interpersonal
Does
the or
sender
or method
receiver
exercise
the most
warmth?
control
over
when have
the message
is dealt
with?of
是否易於被瀏覽或藉此找出相關資訊
Does
this
method
the needed
amount
formality?
發訊者或收訊者二者誰對處理訊息之時機握有掌控權
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 討論人際溝通方式時， 我們必須檢視非口語溝通，亦即不需
口語的溝通方式。某些最有意義的溝通是既不用說也不用寫
的。一聲很大的警笛聲，或十字路口的紅燈，不需文字即可
傳達某些重要的意義。
An important part of interpersonal communication is
nonverbal communication—that is, communication
transmitted without words. Some of the most meaningful
communications are neither spoken nor written.
 肢體語言藉由手勢、臉部表情以及其他肢體動作傳遞訊息。
Body language - gestures, facial configurations, and
other body movements that convey meaning.
 語調指的是傳達時對某些文字或片語意義的特別強調。
Verbal intonation - an emphasis given to words or
phrases that conveys meaning.
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有效的人際溝通
14.3 Effective Interpersonal Communication
溝通的障礙 Barriers to Communication
 過濾 Filtering
 過濾 是指為迎合收訊者偏好而對資訊的刻意操控。
Filtering - the deliberate manipulation of information to
make it appear more favorable to the receiver.
 過濾的程度視組織層級的多寡和組織文化而定。組織層級數
愈多，過濾的機會也愈多；當組織較不依照嚴謹的階級制度，
而有更多的合作或團隊結構時，資訊過濾的問題便會減少。
How much filtering takes place tends to be a function of
the number of vertical levels in the organization and the
organizational culture.
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 情緒 Emotion
 收訊者收到訊息時的感受，會影響到他如何詮釋該訊息。
How a receiver feels when a message is received
influences how he or she interprets it.
 資訊超載 Information Overload
 資訊超載是指必須處理的資訊超過了我們的處理能力。
Information overload - occurs when information exceeds
our processing capacity.
 防禦性 Defensiveness
 當人們覺得受到威脅時，他們的表現傾向於會降低彼此相互
瞭解的能力。
When people feel they’re being threatened, they tend to
react in ways that hinder effective communication and
reduce their ability to achieve mutual understanding.
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 語言 Language
 不同的人會對語言有不同感受，年齡、教育程度及文化背
景較會影響個人對語言及文字使用的變數。
Words mean different things to different people. Age,
education, and cultural background are three of the
more obvious variables that influence the language a
person uses and definitions he or she gives to words.
 術語是部門員工在內部溝通時，所用的專有名詞或技術用語。
Jargon - specialized terminology or technical language
that members of a group use to communicate among
themselves.
 國家文化 National Culture
 溝通的差異也可能是因為使用的語言不同，以及國家文化
的不同而產生。在不同國家中，人際溝通的方式是不同的。
The communication differences can arise from national
culture as well as different languages.
U.S. vs Japan
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克服人際溝通的障礙 Overcoming the Barriers
 利用回饋 Use Feedback
 如果管理者在溝通程序中加上回饋迴路的話，發生誤解的機
會將大幅降低。回饋可以是口語或非口語的。
Many communication problems are directly attributed to
misunderstanding and inaccuracies. These problems are
less likely to occur if the manager gets feedback, both
verbal and nonverbal.
 簡化語言 Simplify Language
 因為語言本身也可能造成溝通上的障礙，所以管理者在用字
遣詞上應審慎處理，讓收訊者可以很清楚地瞭解訊息的意義。
Because language can be a barrier, managers should
consider the audience to whom the message is directed
and tailor the language to them.
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 主動傾聽 Listen Actively
 我們會聽到別人說話，但我們大部分是沒有聽進去的。
When someone talks, we hear, but too often we don’t listen.
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 控制情緒 Constrain Emotions
 管理者不見得總是能以理性的態度溝通。
It would be naïve to assume that managers always
communicate in a rational manner.
 注意非口語的暗示 Watch Nonverbal Cues
 如果行動比說話更有力的話，那我們就必須注意兩者是否一
致，我們的行動能否證明我們所說的話。
If action speak louder than words, then it’s important to
make sure your actions align with and reinforce the
words that go along with them.
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14.4 組織溝通 Organizational Communication
正式與非正式溝通 Formal and Informal Communication
 正式溝通是依照組織指揮鏈的溝通，
或此溝通是完成個人工作之所需。
Formal communication communication that takes place
within prescribed organizational
work arrangements.
 非正式溝通是指組織結構層級
所未定義的組織溝通。
Informal communication communication that is not
defined by the organization’s
structural hierarchy.
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溝通的方向 Direction of Communication Flow
 下行溝通 Downward Communication
 由管理者對下屬的溝通均稱為下行溝通，下行溝通常用在告
知、指揮、協調以及評量員工的時候。
Downward communication - communication that flows
downward from a manager to employees. It’s used to
inform, direct, coordinate, and evaluate employees.
 上行溝通 Upward Communication
 管理者需由員工提供必要資訊，以瞭解目標達成率及任何現
存的問題。上行溝通是指由員工流向上級管理者的溝通方式，
它可以讓管理者瞭解員工對工作內容、工作夥伴及對組織的
觀感；上行溝通也可讓管理者瞭解事情應如何改進。
Upward communication - communication that flows
upward from employees to managers. It keeps managers
aware of how employees feel about their jobs, their
coworkers, and the organization in general.
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 橫向溝通 Lateral Communication
 同一組織層級間員工的溝通，稱為橫向溝通。在當今混亂
而迅速變動的環境中，常需要橫向溝通來節省協調的時間
與促進同仁間的合作。
Lateral communication - communication that takes
place among any employees on the same
organizational level.
 斜向溝通
 斜向溝通是橫跨工作領域及
組織層級的溝通方式。
Diagonal communication communication that cuts
across work areas and
organizational levels.
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組織溝通網路 Organizational Communication Networks
 組織內的水平及垂直溝通，組合成多種型態的網路，稱之為
溝通網路。
Communication Networks - the variety of patterns of
vertical and horizontal flows of organizational communication.
三種常見的溝通型態 Types of Communication Network
 鏈狀式溝通網路 The Chain Network
 輪狀式溝通網絡 The Wheel Network
 全方位式網路 The All-Channel Network
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輪狀式溝通網絡呈現，一個強勢領導和成員間的溝通方式。
The
在鏈狀式網路中，溝通流向隨著正式的指揮鏈上下流動。
wheel network represents communication

全方位式網路中，所有成員彼此間皆可隨意溝通。
flowing
Inthe
theall-channel
chain
between
network,
anetwork,
clearly
communication
identifiable
and
flows
strong
In
communication
flows
leader
according
and others
to all
themembers
formal
in a work
chain
group
command,
orteam.
team.both
The
freely
among
of
a
work
Organizational
Communication Network
downward
upward.
leader
serveand
as the
hub through whom all
communication passes.
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葡萄藤 Grapevine
 在探討組織的溝通網路時，有一項不可忽略的類型，那就是
葡萄藤— 非正式的組織溝通網路。
Grapevine - the informal organizational communication
network.
 葡萄藤在網路溝通上之重要原因。
The importance of grapevine :
 過濾功能 Filter
 回饋功能 Feedback Mechanism
 可分析正在發生的事情 To analyze what is happening
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工作場所設計與溝通
Workplace Design and Communication
 適當的工作場所設計包括幾個要素：可以專心工作、適合團
隊合作、提供學習氣氛、兼顧社群關係需求。
A workplace design should successfully support four
types of employee work : focus work, collaboration,
learning, and socialization.
 管理者設計工作場所配置時，兩項增進員工間溝通的因素。
Two common design elements have the greatest
impact on communication.
 開放式的辦公室 – 盡量減少辦公室之隔間
Open workplaces - workplaces with few physical
barriers and enclosures.
Visibility & Density
 工作安排及設備、辦公家具的調整彈性。
The availability of adjustable work arrangements,
equipment, and furnishings.
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14.5
資訊科技與溝通
Information Technology and Communication
 資訊科技大幅顛覆組織成員傳統溝通的方式。
IT has radically changed the way organizational
members communicate.
 網路化電腦系統 Networked Systems
 The communication applications include: e-mail,
instant messaging, blogs, Twitter, voice-mail, fax,
intranets, teleconferencing, and videoconferencing.
 無線通訊功能 Wireless Capabilities
 員工無須在辦公桌上插上電腦開機，才能與組織內其他員工
進行溝通。
Employees don’t have to be at their desks to
communicate with others in the organization.
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現代組織的溝通議題
14.6 Current Communication Issues
 有效率的溝通不只是對員工與顧客的溝通，實際上是對組
織所有利害關係人的溝通。
Being an effective communicator means being
connected—not only to employees and customers, but
to any of the organization’s stakeholders.
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管理網路世界的溝通
Managing Communication in an Internet World
 資訊安全性及適法性 Legal and security issues
 有研究指出，大約26% 的受調查公司因為其內部機密曝光
而大受影響，管理者必須確保內部資料的機密性，員工的Email 及個人部落格不應揭露任何公司機密事項。資訊系統
必須有妥善的機制，以免駭客入侵，同時不受垃圾資訊攻擊。
 Inappropriate use of company e-mail and instant
messaging.
 Loss of confidential and proprietary information
due to inadvertent or deliberate dissemination or
to hackers.
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 人際互動 Lack of personal interaction
 網路或許可被稱為社群媒介，但不可否認的是網路世代缺乏
人與人之間的互動。即使面對面，都難以瞭解對方心裡真正
想的是什麼了，更何況透過網路。
 Being connected is not the same as face-to-face
contact.
 Difficulties occur in achieving understanding and
collaboration in virtual environments.
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獲得員工的資訊投入 Getting Employee Input
 面對現今世界的挑戰，公司需要員工投入認為有用的資訊。
In today’s challenging environment, companies need
to get input from their employees.
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合乎道德的溝通 Ethical communication
 道德溝通指的是無所欺瞞，
充分揭露現時現地的所有
資訊，也就是不扭曲資訊，
藉以操弄其他人。
Ethical communication communication that
includes all relevant
information, is true in
every sense, and is not
deceptive in any way.
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