商务沟通材料第二章

Decode
Formulate
Interpret
Figure 2.2 page 27 Lecturer: Sam Wang sunwahschoolsam@
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Feedback & Noise
Feedback is the response from the receiver cybernetics: control systems, e.g., thermometer feedback constitutes two-way communication switches role of sender and receiver Noise is anything that interrupts or distorts a message technological, e.g., bad connection, faded copies human, e.g., lack of etiquette
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Basic Communication Principles
Communication is a process Communication is contextual Communication is continuous Communication coordinates our relationship Communication is symbolic Communication is culturally linked
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What is Communication?
Communication is the process of transmitting information from one person to another (Weick & Browning, 1986) Communication is the process of sending and receiving messages. Communication is a dynamic, multichanneled process, which covers internal as well as external communication in a given organization.
Oral, written & non-verbal
Barriers to Communication
Socio-cultural, psychological, organizational Overcoming & reducing barriers
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The mode a sender selects to send a message is called the channel.
written messages: letters, memorandums, and reports oral messages: one-to-one conversations, telephone conversations, and meetings electronic messages: E-mail, video conferences, and voice mail
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Complete Communication Model
Sender Transmission through Channel Receiver Encode Start End Formulate Interpret Decode Decode Interpret/ Formulate Encode
Transmitted through a channel
channel refers to the technology or method of transmitting the message
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The Channel
Noise
Learning Objectives
After studying the material presented in this chapter, you should be able to:
describe the models of communication differentiate between information & data use feedback effectively identify different forms of communication recognize barriers to communication & describe ways to overcome them.
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What is Effective Communication?
Effective Communication means that information is received as intended
meaning at the end is same as at the beginning
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The Sender & Receiver
The sender originates a message and initiates the communication process. the sender has major responsibilities in the communication process. A person or thing to whom a message is sent is the receiver. When you are the receiver, your responsibility is to give meaning to the verbal and nonverbal symbols used by the sender.
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Effective Communication
Internet
Business Relationships
Promotional Materials
Voice Mail
E-mail
Professional Image
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Formulating, Encoding
Process begins with an idea
Sender formulates a message
Message is encoded
translated into meaningful symbols or code e.g., words, colours, images, smells, textures
Selecting the appropriate channel
Lecturer: Sam Wang sunwahschoolsam@
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Encoding & Decoding
Sender Transmission through Channel Receiver
Encode Start
Business Communications
Models and Forms of Communication
Outline
What is Communication?
Information & data
Communication Models
Feedback & noise
Forms of Communication
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Effective Communication
Internet
ቤተ መጻሕፍቲ ባይዱ
Problem Solving
Decision Making
Voice Mail
E-mail
Productivity
Work Flow
Face-to-Face
relevant
context dependent.
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You are driving in your car and realize you are lost. You spot a man walking down the road, pull up beside him and ask, "Excuse me, can you help me? I don't know where I am.' He replies, 'You are in a car parked approximately two metres off the centre-line of the road and facing west. You are between 40 and 42 degrees North latitude, and between 58 and 60 degrees West longitude." 'Thank you', you say, 'I am sure everything you have told me is technically correct, but I have no idea what to make of it, and the fact is I am still lost.'