羅賓斯管理學(xué)英文原版講義全集sturc8ech-資料下載頁
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【正文】 ines ?Electronic Data Exchange (EDI) ?Teleconferencing ?Videoconferencing Copyright 169。 2021 Prentice Hall, Inc. All rights reserved. 11–28 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 Copyright 169。 2021 Prentice Hall, Inc. All rights reserved. 11–29 How IT Affects Organization ? Removes the constraints of time and distance ?Allows widely dispersed employees to work together. ? Provides for the sharing of information ?Increases effectiveness and efficiency. ? Integrates decision making and work ?Provides more plete information and participation for better decisions ? Creates problems of constant accessibility to employees ?Blurs the line between work and personal lives Copyright 169。 2021 Prentice Hall, Inc. All rights reserved. 11–30 Current Communication Issues ? Being connected versus being concerned ?Managing Inter gripe sites as a valuable resource for unique insights into the anization. ?Employee plaints (“hotbutton” issues) ?Customer plaints ?Responding to Inter gripe sites ?Recognized them as a valuable source of information ?Post message that clarify misinformation ?Take action to correct problems noted on the site ?Set up an internal gripe site ?Continue to monitor the public gripe site Copyright 169。 2021 Prentice Hall, Inc. All rights reserved. 11–31 Current Communication Issues (cont’d) ? Managing the Organization’s Knowledge Resources ?Build online information databases that employees can access ?Create “munities of practice” for groups of people who share a concern, share expertise, and interact with each other. Copyright 169。 2021 Prentice Hall, Inc. All rights reserved. 11–32 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 Copyright 169。 2021 Prentice Hall, Inc. All rights reserved. 11–33 “ Politically Correct” Communication ? Do not use words or phrases that stereotype, intimidate, or offend individuals based on their differences. ? However, choose words carefully to maintain as much clarity as possible in munications.
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