communicationandinformationtechnology11-文庫吧在線文庫
【正文】 be done to improve performance 8 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * Interpersonal Communication Barriers Defensiveness National Culture Emotions Information Overload Interpersonal Communication Language Filtering 16 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * Types of Communication Networks ? Chain Network ?Communication flows according to the formal chain of mand, both upward and downward. ? Wheel Network ?All munication flows in and out through the group leader (hub) to others in the group. ? AllChannel Network ?Communications flow freely among all members of the work team. 24 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * Communication and Customer Service ? Communicating Effectively with Customers ?Recognize the three ponents of the customer service delivery process ?The customer ?The service anization ?The service provider ?Develop a strong service culture focused on the personalization of service to each customer. ?Listen and respond to the customer ?Provide access to needed service information 32 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * Information Technology (cont’d) ? Types of Network Systems ?Intra ?An internal work that uses Inter technology and is accessible only to employees. ?Extra ?An internal work that uses Inter technology and allows authorized users inside the anization to municate with certain outsiders such as customers and vendors. ?Wireless capabilities 28 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * Types of Organizational Communication ? Formal Communication ?Communication that follows the official chain of mand or is part of the munication required to do one’s job. ? Informal Communication ?Communication that is not defined by the anization’s hierarchy. ?Permits employees to satisfy their need for social interaction ?Can improve an anization’s performance by creating faster and more effective channels of munication. 20 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * Distortions in Communications (cont’d) ? The Channel ?The sender’s choice of the appropriate channel or multiple channels for conveying the message ? Receiver ?The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the message ?The socialcultural system of the receiver ? Feedback Loop ?Communication channel distortions affecting the return message from receiver to sender 12 Copyright 169。 2023 Prentice Hall, Inc. All rights reserved. * L E A R N I N G O U T L I N E (cont’d) Follow this Learning O
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