管理沟通复习资料

1、Definition of managerial communication.
—The processes of information communicating among individuals and groups.
2、Dynamics affecting communication contingencies.
—Gender Diversity; Age Diversity; Cultural Diversity; Education Diversity.
3、Figure out functions of communication.
—Domination ; Motivation ; Emotion ; Information.
4、The key elements of managerial communication.
—Information; Understanding ; Objective.
5、Critical errors in communication.
—Assumption—observation error ; Failure to discriminate ; Allness and the process of abstraction.
6、T ransition of managerial communication.
—Informational society ; Decentralized decision making; Participatory governance; Networking.
7、The advantages of collaborative writing.
—More prevalent; Time limits ; Gephardt ; The psychological; Most importantly.
8、Matching technology and the message.
—Message sensitivity ; Message negativity ; Message complexity ; Message persuasiveness.
9、Barriers to listening.
—Physical limitation—25/75 ; Lack of motivation, attention ; Lack of willingness ; Internal distractions, noise ; Detouring ; Debate, rebuttal preparation; Time pressures.
10、Role of managerial writing.
—Economy ; Efficiency ; Accuracy ; Official ; Permanence.
11、The “three layers” approach that affecting managerial communication process. —The First Layer: Communication climate; Cultural context，Objective—
Negative，Trust—Distrust，Open—Close, Intuitive—Defensive.
The Second Layer: Sender (Encoder); Receiver (Decoder); Purpose of the message.
The Third Layer: Message content; Channel of the message; Physical environment; Time.
12、Steps for Problem-solving.
—（1）defining the problem; (2)analyzing the problem; (3)determining the
criteria that must be met to eliminate the problem; (4)brainstorming the
possible solutions; (5)selecting the best solution; (6)implementing the
solution.
13、General techniques for listening.
—Active listening; Interactive listening.
14、Barriers to good interviews.
—Differing Intentions ; Bias ; Confusing Facts With Inferences ;
Communication ; Effects of First Impression ; Organizational Status. 15、The functions of nonverbal cues.
—Complement ；Accent ；Contradict ；Repeat ；Regulate ；Substitute.
16、Types of performance review interviews.
—Developmental appraisal interviews ; The maintenance interviews ; The
remedial appraisal.
17、The studies of culture differences by Hofstede.
—Power distance（High—Low）; Uncertainty avoidance（High—Low）;
Collectivism—Individualism; Masculinity—Femininity ; Context（High—
Low）; Polychromic—Monochromic time.
18、Benefits of conflict.
—Requires goal analysis ; Greases dialogue among employees ; Prevents stagnation ; Fosters creative thinking ; Offsets personal biases.
19、State the importance of nonverbal communication, and how to identify nonverbal signs.
—First, with the exception of so—called emblems, nonverbal signals rarely have one set meaning; Second, nonverbal signals vary from culture to culture, region to region, in their meaning ; Third, when nonverbal signals contradict verbal ones, the nonverbal are usually the ones to trust.
20、Conflict Resolution Strategies.
—Avoidance ; Accommodating ; Forcing ; Compromise.
21、Problem-solving strategy.
—Cooperation is better than competition ; parties can be trusted ; status differences can be minimized ; Mutually acceptable solutions can be found.
22、The objective listening climate in an organization.
—Micro Listening climate ; Macro Listening climate.
补：Movement: Gestures & Kinesic Spatial Messages
Personal Zones
Personal appearance: Clothing Hair Grooming Make—up
V oice: Rate and pauses volume tone and quality fluency.
Macro level: Opportunity, Accessibility,
Informality, Minimal authority, Respect, Willingness.。