文档介绍：麦肯锡_沟通
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Discussion (2): Self-assessment
What key techniques, you think, make your career successful?
What arIA (ORAL, WRITING, PHONE, E-MAIL, ETC.);
FEEDBACK (POSITIVE, NEGATIVE OR NEUTRAL)
3- Components of Managerial Communication
Niu, X. Y., SIBM of UIBE
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ENCODE
CHANNEL:
MEDIA
DECODE
SUBJETIVE
OBJECTIVES
FEEDBACK
(+, --)
RESPONSE
4- Process of Managerial Communication
Niu, X. Y., SIBM of UIBE
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建设性沟通的原理是什么？
Niu, X. Y., SIBM of UIBE
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Supportive Communication
Natures
Strategies
Nature & Strategies of
Supportive Communication
Niu, X. Y., SIBM of UIBE
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1- Supportive Communication
— CONCEPT
Supportive Communication =
Problem-solving + Positive relation
— NATURES
(1) delivery of the correct information
(2) positive and comfort relation
(3) definite goal of problem-solving
Niu, X. Y., SIBM of UIBE
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2- Principles of Supportive Communication
Information Principles
----Completeness, Consideration,Clarify,
Courtesy, Concreteness
Position Principles
----Problem-orientation, Self-explicitness
Respect Principles
----Description, Confirm, Dual communication, Discrepancy
Niu, X. Y., SIBM of UIBE
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Completeness（完全性）
讨论
为什么在沟通中会出现不完全信息?
----背景、观点、态度、地位、经历等方面的差距
完全性识别标准
沟通者传递信息和受众接受信息相等.
建议（GUIDELINE）
----提供所有的必要信息
----回答所有问的问题
----必要时补充额外信息
Information Principles
Niu, X. Y., SIBM of UIBE
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Clarify
Role
——节约双方时间
——对对方的尊重
Guideline
——消除冗长的表达
——只包括相关材料
——避免不必要重复
Information Principles
Niu, X. Y., SIBM of UIBE
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Consideration
含义
从受众能接受的角度准备每一个信息，把自己放在对方的立场。
建议
(1) 集中于“YOU” 而不是 “I” 或“WE”
(2) 突出受众利益和兴趣
(3) 强调积极的、另人愉悦的事实
例：请勿越线，违者罚款(2 eggs)
Information Principles
Niu, X. Y., SIBM of UIBE
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Concreteness
含义
运用具体、明确、活泼、生动的沟通语言而不是含糊乏味的语言。
GUIDELINE
(1) 用具体的事实和图表
(2) 强调语句中的动词
(3) 选择活泼、有想象空间的语句
Information Principles
Niu, X. Y., SIBM of UIBE
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Courtesy
含 义
不仅要意识听众的观点和期望，还应考虑听众的感情。