管理沟通(3)

劣质沟通的成本代价：
1.Wasted Time: Bad writing takes longer to read as we struggle to understand what we are reading.
2.Wasted Efforts：Ineffective messages don’t get results.
3.Lost Goodwill;
4.Legal problems: Poor communication choices can lead to legal problems for individuals and organizations.
有效沟通的标准：
1. Clear;
2. Complete;
3.Correct;
4. Saves the audience’s time;
5. Builds goodwill 听众的分类及各自的定义：
1. Gatekeeper：has the power to stop your message instead of sending it on to other audiences. The gatekeeper controls whether your message even gets to the primary audience.
2. Primary audience: decides whether to accept your recommendations or acts on the basis of your message.
3. Secondary audience: may be asked to comment on your message or to implement your ideas after they have been approved.
4. Auxiliary audience: may encounter your message but will not have to interact with it.
5. Watchdog audience: pays close attention to the transaction between you and the primary audience and may base future actions on its evaluation of your message. Gatekeeper：may stop message or send it on 把关（门卫）-可能会停止消息或发
送消息
Primary：decides or acts on basis of message主要受众角色-根据消息做出决定或
采取行动
Secondary：comments on message or implements ideas次要受众角色-评论消息或
实现想法
Auxiliary：encounters message but does not interact with it (read-only)辅助-遇到消
息但不与之交互（只读）
Watchdog：may exert economic, legal, political, or social power later看门人角色—
以后可能发挥经济、法律、政治或社会权力
听众分析：
1.Analyzing individuals; when you write or speak to people in your own organization and in other organizations you work closely with, you may be able to analyze your audience as individuals.
2.Analyzing members of groups：demographic characteristics（人口特征）、psychographic characteristics.（心理特征）
3.Analyzing the organizational culture and the discourse community
组织文化：
Organizational culture is a set of values, attitudes, and philosophies. An organization’s culture is revealed verbally in the organization’s myths, stories, and heroes, as well as in documents such as employee manuals. It is revealed nonverbally through means such as dress codes,behavior standards,or the allocation of space,money and power.
什么是文化？文化的五维度：
1. Power Distance；
2. Uncertainty avoidance；
3. Individualism and collectivism；
4. Masculinity and femininity；
5. Long-term orientation and short-term orientation
文化：The sum of the material and spiritual wealth created by human beings in the course of social and historical development.
明茨伯格的十大人格：
1. Interpersonal Roles:（人际角色）：Figurehead（代表人角色）, Leader（领导者角色）, Liaison(联络者角色);
rmation Roles（信息角色）: Monitor（监督者角色）, Disseminator（传播者角色）; Spokesperson（发言人角色）;
3. Decision Roles:（决策角色）Entrepreneur;（企业家）Resource allocator (资源分配者角色);Disturbance handler（冲突管理者角色）; Negotiator（谈判者角色）.案例分析：
1. WangKai’s performance?
一、He prepared well,and he tried to understand cross-culture communication.
二、He received foreign attendees at the airport
三、He was detail-minded and prepared gifts in advance
四、He was flexible.He found Aileen didn’t like the flowes,so he kept it in hand.
五、He was enterprising.He tried to get along with Azita who was not invited.
六、He didn’t explain to Aileen about flowers.And he didn’t keep communicating with superiors.
2. suggestions to WangKai?
第一，主动了解各个国家的商务礼仪，如送欧洲人花应该为奇数，切勿直呼德国人的姓名以及男士不应该主动与伊朗女士握手。

第二，在进行接待活动时最好和上级时刻保持联系，避免出现无法应对的突发状况
3.What do we learn from the case?
第一，在进行跨文化沟通时要注意文化差异。

第二，在沟通过程中要细心和反应快，及时发现问题并解决
第三，作为管理人员应该为接待外宾提前做好计划安排
第四，新手应该多请教有经验的老员工
4.If you were WangKai, what would you do to avoid the embarrassment?
第一，发现Aileen不开心后及时解释文化差异，避免外宾产生不满情绪
第二，提前了解外宾国家的商务礼仪并熟悉国际商务礼仪，特别注意文化差异，避免出现禁忌事项
第三，作为新手应该提前向有经验的老员工询问相关的注意事项和应对方法
凯文‘怀特：美国人
艾琳：In Europe, it is traditional to send odd numbers of flowers. not even number.
迈克尔‘莱曼：In general, don’t call Germans by their first names, either in full or by their last names only.
阿兹塔：A man should not initiate a handshake with an Iranian woman.。