Download - Organizational Theory and Management
-
7/30/2019 Organizational Theory and Management
1/90
CHAPTER 3
COMMUNICATION
1
-
7/30/2019 Organizational Theory and Management
2/90
CHAPTERCONTENTS
Section 1. Definition And Purpose Of
Communication
Section 2. Process Of Interpersonal
Communication
Section 3. Interpersonal Communication-
communication Style Based On
Language
Section 4. Interpersonal Communication-
communication Style Based On Body
Language
Section 5. Organize Communication2
-
7/30/2019 Organizational Theory and Management
3/90
COMMUNICATION
Communication goes with love and happiness.
Communication is accompanied with success, growth and
peace.
Communication, likes blood cycle, is source of vitality of
companys organization and link among staffs.
3
-
7/30/2019 Organizational Theory and Management
4/90
(3.1) MANAGERIALWISDOM: EMPATHY: PAY
ATTENTIONTOCONNOTATIONINSTEAD
OFWORDSONLY
It is said that Su Dongpo liked arguing with monk Foyin for
the sake of arguing.
Once Su Dongpo asked Foyin What do I look like? Foyin
replied You look like a Buddha.
Foyin asked Su Dongpo What do I look like then? Youlook like a shit! said Su Dongpo.
Su Dongpo went back home happily for what he did today, his
sister asked him why he was so happy. Su then told his sister
what happened, his sister said You are a total loser today.
Su Dongpo asked her why she said that. She answered What
you are thinking is shit in your mind while Foyin is thinking
about Buddha, so you are a loser in mind.4
-
7/30/2019 Organizational Theory and Management
5/90
REMARK
Do not pay attention to what you hear only, pay attention to what
others want to express.
We have two ears, one is for listening while the other one is for
overtone.
It is a rule that you usually go to work at 9 am, if you arrive at your
company at 8 am and come across into General Manager, he will say
You come so early! It is praise from heart.
On the contrary, if you arrive at 10 am, the same word You come so
early should be understood as overtone.
Put yourself in others place is to tend to understand instead of react,
that is to say to know about others concept, feeling and private
world. Put yourself in others place is different from sympathy.
Sympathy includes value judgment and identification.
Empathy generated from putting yourself in others' place does not equal
to agreement, but fully know about others feeling and rational sense. 5
-
7/30/2019 Organizational Theory and Management
6/90
(3.2) MANAGERIALWISDOM: PUTYOURSELFIN
OTHERS PLACEDURINGCOMMUNICATION
Pronunciation of business is biznis
Remark
The U in the word business is pronounced as I, while the
Iis silent.
When doing business, standing in others place (U) and
considering, forget the presence of me (I), and then the business
must be booming and universal.
When communicating, if you can stand in others place to think
cognitive empathy and forget the existence of yourself (Do not
do to others what you do not want others to do to you), you
shall be grown up, peaceful and successful. 6
-
7/30/2019 Organizational Theory and Management
7/90
DISTRIBUTIONOFTHECOMMUNICATIONACTIVITYBY (HENRY
MINTBERG, 1973)
59%10%
3%
22%Arranged meetings
Non-arranged meeting
On tour
Surface work
7
-
7/30/2019 Organizational Theory and Management
8/90
SECTION 1.DEFINITION AND PURPOSE OF COMMUNICATION
8
-
7/30/2019 Organizational Theory and Management
9/90
(3.3)MANAGERIAL WISDOM:COMMUNICATIONBYUNDERSTANDING
The bell of Lins home is broken, so he calls the plumber to repairit. But he waited for a long time and does not see the plumber
showing up. So he calls again to ask why.
Without any thinking the plumber says angrily: I go there forseveral times, pressing the door bell for a long time, but nobody
come to answer!
RemarkCommunication without understanding, is saying without hearing.
9
-
7/30/2019 Organizational Theory and Management
10/90
1.1 THE DEFINITIONOFTHE COMMUNICATION
Communication is the process by two or more people
communicating and understanding the information to establish
a consensus.
10
-
7/30/2019 Organizational Theory and Management
11/90
1.2 THE PURPOSEOFTHE COMMUNICATION
1. Maintaining good interpersonal relationship:
With love, it must be with communication.
We will obtain success, happiness and peace with communication.
11
-
7/30/2019 Organizational Theory and Management
12/90
(3.4) MANAGERIALWISDOM: THEPEACECOMESFROMTHECOMMUNICATION
Gu Zhengfu said when he met Jiang Zeming (The Presidentof PROC) in 1998I bring in kindness and bring back
friendship.
Remark
The two official team or between the enterprises is subjected to
the impact of the relationship and feelings.
Friendship can build up mutual confidence and eliminate the
hostility.
When performing the interpersonal communication, the kindredspirit mostly communicates the human heart, and brings in
peace and friendship. We should cherish each opportunity of
communication. We can say that cherish is
the one and only way to feel happiness. 12
-
7/30/2019 Organizational Theory and Management
13/90
2. Effectively passing on information:
The communication requires simple and clear to make
others understand.
13
-
7/30/2019 Organizational Theory and Management
14/90
(3.5 ) MANAGERIALWISDOM: PEACECOMESFROMTHECOMMUNICATION
A lieutenant colonel of the air force, who is anticipating to get a
promotion for years. One day, he is suddenly told that he isalready promoted as the colonel of the air force.
According to the air force regulations, there is no white
decorative border on the front brim of the lieutenant colonel hatwhile the colonel hat with it, which is known as growing grass.
He happily wants to share the promotion reputation with his
wife.
After work, he goes in to the house after pressing the ring, but
his wife does not see the change that his hat grows grass when
she opens the door. So he puts his hat on the dinner table in the
kitchen. His wife picks up the hat and says: Do not put your hat
in wrong place.
14
-
7/30/2019 Organizational Theory and Management
15/90
(3.5 ) MANAGERIALWISDOMCONT.
Hanging the hat on the clothes-rack. And yet she doesnt
notice the white decoration that stands for the promotion. He
is unwilling to give up, and put the hat on the dinner table
again. His wife comes out with the dish in her hand, looking
at the hat but saying nothing, and hanging the hat again.
At that time he cannot help to ask Darling! Dont you see my
hat growing grass?
Then, his wife suddenly and rather angrily says: Are you
blind? I spend US$200 doing my hair with one day, and you
do not see any change?15
-
7/30/2019 Organizational Theory and Management
16/90
REMARK
First my gaze toward the moon, but the moon shines on the
ditch.
People are easy to stand in their own position to observethings, so it is not easy to communicate effectively.
Each person keeps a door the door for change] that is only
opened from the inside, except yourself, no one can open
the door for you
16
-
7/30/2019 Organizational Theory and Management
17/90
SECTION 2.THE PROCESS OF INTERPERSONALCOMMUNICATION
17
-
7/30/2019 Organizational Theory and Management
18/90
(3.6)MANAGERIALWISDOM
The information receiver is the key to determine whether thecommunication can go on smoothly.
Interpersonal communication is a dynamic and continual
system, and process of the mutual action, including language,
writing, body language, facial expression, tone and so.
It is transactional and mutual exchange as well as share of
information.
The process of the interpersonal communication, according to
one item of the statistic data indicating, any one time of
teaching class given in the university, among the listeners averagely with 20% of them thinking about the thing between men
and women, 60% of them feeling as if they were visiting a place,
only the remaining 20% of them concentrate to listen.18
-
7/30/2019 Organizational Theory and Management
19/90
Remark
In the process of carrying out communication, the informationreceiver who determines whether the communication goes on
smoothly usually stays a more important place than the one
passing the information.
19
-
7/30/2019 Organizational Theory and Management
20/90
2.1 ONE-WAY COMMUNICATION
Sender Message Receiver
Channel
20
-
7/30/2019 Organizational Theory and Management
21/90
A) Sender
the creator of the information, the organization of the individual
or group with clear head.
The role of the sender are:
Determine the communication going on.
Create the meaning of the information.
Pass on the information.
B) Message
Communication is the behavior or the action of passing on
the information, as the stimulus that can have an impact onone or more receivers,
such as the language, writing, body language, tone or the
action and other information21
-
7/30/2019 Organizational Theory and Management
22/90
C) Channel Face to face talk,
Phone talk,
Letter or public announcement Seminar through the computer
Radio / TV/ VCD/ DVD
Fax machine, interphone
Screen sheet/ lantern slide/ Power Point
and other ways.
D) Receiver Receiver is one person or a team that accept the information and
explain the meaning.
The heart of the receiver should be like the parachute when
communicating, and it is useful when it is open. Only if the heart is open can ensure the communication to go on
smoothly.
If the heart of the receiver is closed, it is useless no matter howhard the sender tries. 22
-
7/30/2019 Organizational Theory and Management
23/90
2.2 NOISE
Noise is also known as harassment, barriers, interference ordistortion of information, so communication cannot be reached
effectively, usually due to the interference.
The categories of the noise:1. Internal interference (personal problems): such as hunger,
headache, fatigue, stomachache or inattentive mind, etc.
2. External interference (environmental issue): such as theinterference caused by noise, heat, non-ventilated room,
uncomfortable chairs, but also including poor printing, poor
recipient, and improper message and selective acceptability
by the recipient etc. 23
-
7/30/2019 Organizational Theory and Management
24/90
24
-
7/30/2019 Organizational Theory and Management
25/90
2.3 TWO WAY COMMUNICATION
One-way communication is the process to inform, while the two-waycommunication is the interactive process.
Two-way communication is the response or feedback of the recipient
and the interactive process between the recipient and the sender.
Effective communication should be a two-way communication
process.
25
-
7/30/2019 Organizational Theory and Management
26/90
(3.7) MANAGERIALWISDOM: THEHISTORYOFHUMANCIVILIZATION, THATIS, THEHISTORYOFCOMMUNICATION
The three elements of civilization are: the thinking, language and letter.
Thinking is a silent language, or undocumented letter. Language is a sound text, or voice presentation of thinking.
The letter is the language on paper, or records of thinking.
The three elements are the difference between man and the
other animals, and their subject is all in communication.
It can see that the civilization history of human progress is also
said to be the history of communication.
Remark
26
-
7/30/2019 Organizational Theory and Management
27/90
SECTION 3.
INTERPERSONAL COMMUNICATIONTHE COMMUNICATION WAY OF THEVERBAL LANGUAGE
27
-
7/30/2019 Organizational Theory and Management
28/90
(3.8) MANAGERIALWISDOM:
JUDGEOTHERSASYOUWOULDLIKETOBEJUDGEDBY
OTHERS
A wife was in the kitchen cooking, her husband has beennagging on the side: "Hurry up put some oil, the pot will soonburn up! Careful! The fire is too big, and will soon burn!Quickly turn the fish over; quick shovel up! The vegetables havebeen fried; Aiyo! Put too much salt!
"Shut up!" The wife blurted out. "I know how to cook
"Of course you understand, madam!" The husband answered
calmly.
"I just let you know, when I was driving, how I feel when youare next to chatter without stop
28
-
7/30/2019 Organizational Theory and Management
29/90
Remark
It is not difficult to learn to allow for others, as long as you are willingto look at the issue by standing in the others point of view or the
position.
Judge others as you would like to be judged by others, and it will
easier to be able to communicate and more intimate.
The key for the communication is with respect. If you cannot respect
the other's position, there was no effective communication.
29
-
7/30/2019 Organizational Theory and Management
30/90
3.1 Listening
Wisdom is derived from the listening, while regret is fromsaying.
The secret to enhance the influence is not expression, but
listening.
In communicating, listening is more important than saying.
30
-
7/30/2019 Organizational Theory and Management
31/90
(3.9) MANAGERIALWISDOM:ASSISTTOREMEMBERWITHTHEPAPERANDTHEPENRECORDING
A test result shows that, after listening to a 10-minute speech,
the audiences only remember about 50% of the content.
Within two days, the effective level is reduced to 25%. A weeklater, the level has fallen below 10%.
31
-
7/30/2019 Organizational Theory and Management
32/90
REMARK
The key points of notes are practical to help remember. Good
memory is not good as forming the good habit of take key
points notes.
Because the memories will be forgotten by time, but the key
points notes can never fail by learning the new whilereviewing the old.
So please feel free to bring paper (preferably a diary of the
year) and the pen, not just use in a meeting or class, can berecorded point or inspiration at any time. It will soon pass
away the share of the sudden, such as the flash cognitive or
inspiration.32
-
7/30/2019 Organizational Theory and Management
33/90
3.1.1 THREELEVELOFLISTENING
I am here (with the body)
I am listening (with heart)
I am listening with my heart (empathy)
33
-
7/30/2019 Organizational Theory and Management
34/90
(3.10) MANAGERIALWISDOM: THINKINGINTHEOTHERSPOSITION (LISTENINGWITHEMPATHY)
A beautiful seabird flew to the outskirts of Lu. The king of the Lu putting it into the Imperial Ancestral
Temple, giving wine for him to drink, playing "Nine Chao"
music for him to listen, and slaughtering cattle to feed him.
Seabird is dazzled and scared, and it did not dare to eat a piece
of meat, drink a glass of wine, in less than three days it died.
Remark
Raise birds in this way is according to feed men, not raise birds
with the way suitable to the birds.
Raise birds it need the bird food. You must stand on the other's
position to think about "what he wants rather than stand on our
own position, thinking "what I want to give him". 34
-
7/30/2019 Organizational Theory and Management
35/90
3.1.2 THESKILLSTOIMPROVELISTENING
ABILITY
In the two sides communicate face to face, listening more
than saying is the basic principle.
Seven key points with four do and three do not to
enhance listening skills.
It is also better to build consensus.
35
-
7/30/2019 Organizational Theory and Management
36/90
a) Four do
1. To maintain eye contact
2. To show the affirmative nod and appropriate facialexpressions
3. To propose a question
4. To repeat: "You mean ...!
b) Three Do not
1. Do not distracted movement or posture
2. Do not interrupt the speaker
3. Do not say too much
36
(3 2) SPEAKING
-
7/30/2019 Organizational Theory and Management
37/90
(3.2) SPEAKING
3.11 Managerial wisdom: Do everything carefully
One day a teacher walked into the classroom, and said: "In
light of all of you have poor mid-term exams, in thissemester the class will has plus 50 scores." Then, everyone
cheers unanimously!
Then the teacher added: "Because there are 50 people inour class, the class plus 50 scores divided by 50, that is,
per person plus score!
Remark
If you want to your words with the peak up and down,
leaving a deep impression to others, and
then you should give a lot of care to conceive.37
-
7/30/2019 Organizational Theory and Management
38/90
(3.12) MANAGERIALWISDOM: SPEAKINGMASTER
In the forest holding "speaking master," competition, all the
animals were in attendance.
Frog said: "I croak round the clock, I say most, so I was the
speaking master!"
Oriole, said: "I have the most pleasant voice. What I speak out
sounds nicer than the song you sing, I am the speaking master!"
Lion said: "When I am speaking, deafen the ear with my roar, my
voice is the greatest.
The others will be all ears when I speaking. Is there any speaking
master better than me?"
Cock said: "I cock once a day in the morning, but human can bestunderstand my words! Once I cock, they obediently get up".
Finally by voting, it was unanimously agreed that: The cock is
the first master of words. 38
-
7/30/2019 Organizational Theory and Management
39/90
REMARK
Saying much more, nicely, very loudly, or rather
authoritative, only represent you can "speak"; make
yourself heard by others, and then be able to convince you,
do what you say, this is the real speaking master
39
-
7/30/2019 Organizational Theory and Management
40/90
3.2 SPEAKING
3.2.1 The procedure of speaking
Before speaking
Start speaking
The speaking going on
The end of the speaking40
-
7/30/2019 Organizational Theory and Management
41/90
(3.13) MANAGERIALWISDOM: HUMORISAGOODRECIPETOSOLVEEMBARRASSMENT
The wife of the ancient Greek philosopher Socrates is a bad-
tempered woman.
One day, Socrates with a group of students is talking about the
issues. His wife suddenly comes in, without any explanation
cursing him, following by bring a bucket full of water to splashover him, making Socrates whole body wet.
The students thought that the teacher will fly into a rage.
Surprisingly, Socrates just smiled, and said in humor: "I knowit must rain after thunder!"
After hearing it, they cannot help but laugh, and his wife also
shamefully goes out.41
-
7/30/2019 Organizational Theory and Management
42/90
REMARK
The value of intelligence is teaching people to laugh athimself.
In the real life, taking your own weaknesses or errors to make
a joke (Do not take other people's weaknesses or wrongs forthe joke).
People laughing, then it is laid the path of friendship, laughter
is the shortest road to stretch the inside of another person.
42
3 14) M
-
7/30/2019 Organizational Theory and Management
43/90
(3.14) MANAGERIALWISDOM: FLEXIBLYUSETHESECONDFOREIGNLANGUAGE
A rat before going out of the hole, carefully listens to outside
static, and hears the barking of dog, so as to come out at ease.Unluckily caught by a cat immediately out of the hole.
Mouse says: "Big Cat Brother, before you eat me, I want to ask
you one thing, I inside the cave clearly hear a dog barking, how
can I be caught by you once coming out?
Cat said: "Rat brother! You may not know, now is the Global
village era. In addition to our own language, cat has to learn the
second foreign language to survive.
Remark
Nowadays Taiwan has joined in WTO (World Trade
Organization), going into the era of internationalization.
A second language and third foreign language is the cornerstone
for future competitiveness, we have to know and learn.
43
-
7/30/2019 Organizational Theory and Management
44/90
3.2.2 THETYPESOFCONVERSATION
1. Sociable conversation:
It is the feeling-style conversation to share the feelings.
Used in order to strengthen friendship or acquaintance and measure
others, e.g. coffee chat among classmates, gossip chat, etc.
2. Emotional conversation: The conversation between lovers or close friends.
The talk is focused on personal business and the exchange of
love, with one to five friends, talking frankly without secrets in the
heart, and there is no heart wall pre-se among human beings.
3. Rational conversation: The conversation is closely linked to a pre-conceived purposes
Commercial negotiations, diplomatic negotiations, formal negotiations,
all belonged to this category rational conversation. 44
-
7/30/2019 Organizational Theory and Management
45/90
(3.15) MANAGERIALWISDOM: ACCIDENTALRESPONSE
A hotel manager asks recruits in oral test: "When youinadvertently open the door, and see a woman naked in the
shower, what would you do?"
A: To say "sorry" and close out.
B: To say "Excuse me, miss," and close out.
C: To say "I'm sorry, sir" and close out.
As a result C is hired.
Remark
How to answer rely on accidental responses and personal
resourcefulness, not remain unchanged
45
-
7/30/2019 Organizational Theory and Management
46/90
3.2.3 THEMENTALITYTYPEOFTHESPEAKING
1. Parent, P type (guiding and caring types) The strong self-mode by the higher level to the subordinate.
2. Child, C type:
It is basic emotions accumulated in childhood. Expression miner of worry, fear, innocence, curiosity, or
coquetry, such as "I am happy!", "Terrific "" I am worried
whether he would hate me!
3. Adult, A type:
The ability with mature attitude.
Conducting by using cause and effect way and
reasonable manner46
-
7/30/2019 Organizational Theory and Management
47/90
(3.16)MANAGERIALWISDOM: SPEAKINGLIESINSUITINGTOTHEOCCASION
A British madam asked French President Gorda (1882 ~ 1962):
"Is a woman in France more attractive than other countries?"
Goddard said: "Of course! Because twenty-year-old woman in
Paris is beautiful like roses.
Thirty-year-old is charming like a love song. Even more perfect
by the age of 40!
The British madam asked again: "What about after 40 years?
Goddard said: "A woman in Paris, no matter how you feel she
does not look like more than 40 years old!47
-
7/30/2019 Organizational Theory and Management
48/90
Remark
It is better for speaking in a good taste than much word. A good word is like a shiny spring, happy after listening for
everybody.
Talk about himself with people who will never be tired of
listening. You should be responsible for your speaking and there is a
price, someone ever said: "Do you do as a cowboy at night?"
As a result he was fined NT$12,000 (US$400) according to
openly insult crime by the Taipei District Court.
48
-
7/30/2019 Organizational Theory and Management
49/90
o A. Complementary conversion B. Crossing conversion
Supervisor Subordinate Supervisor Subordinate
49
P P
A
C
A
C
P P
A A
C C
Stimuli
Reaction
Reaction
Stimuli
Figure 3.3. Complementary and crossingconversion
(3.17) MANAGERIAL WISDOM: WORDS LIE IN
-
7/30/2019 Organizational Theory and Management
50/90
(3.17) MANAGERIALWISDOM: WORDSLIEINSUITABLENOTMANY
Once a time, Zuchancz asked his teacher Mozi, Does it have
benefits to say much? Mozi answered, Toad, frog and fly cryday and night.
Mouth and throat are all dry, but it doesn't achieve peoples
appreciation.
Remark
Good words dont lie in many but perfect. Good articles dont lie in
long but briefed.
Value of peoples utterances dont lie in whether he has substance
in speech or it is vain saying more. We should catch the key points when speaking, writing and doing
so that we can get twice the result with half the effort.
Often says the motto of six words that Please! Thank you! Excuse
me. It is better to say as more as possible.50
-
7/30/2019 Organizational Theory and Management
51/90
3.3 WRITING
Written communication is physical evidence for its words areabiding.
Written communication is more sense and logical than spoken
communication, and has more evidence.
Writing (doing thing) without thinking is just like shooting
without aiming.
51
-
7/30/2019 Organizational Theory and Management
52/90
3.3.1 ORDEROFWRITING
1. Introduction: Introduce why you write this article and whats the purpose.
2. Inheritances:
If any other people have written related book?
Which theory and research method does the article use?
3. Transition:
Analysis or latest process and thought that carried out by data we
collected.
4. Conclusion:
Last all-around view. 52
-
7/30/2019 Organizational Theory and Management
53/90
3.3.2. PRINCIPLEOFWRITING
Clearly: Modern people usually dont like read difficult lettersand articles.
Concisely: To achieve the purpose, we should write down brief
and concise as much as possible and not verbose.
Correctly: We should state the content correctly.
Concretely: Writing letters should be concrete.
Courteously: Kind of gracious writing is the proper manners
that managers should have.53
-
7/30/2019 Organizational Theory and Management
54/90
(3.18)MANAGERIALWISDOM: CORRECT
A student pointed to teachers remarks in composition book and
said: Dont understand!
The teacher said: You must not scribble.
A boy write to his girlfriend, You are my queen!
Remark
Small mistakes sometimes would cause great effects.
Some people once wrote 10 million as 10 thousand Dollars(
because they usually simplified 10 thousand as one Dollar in
office) when biding projects which caused great lose.54
-
7/30/2019 Organizational Theory and Management
55/90
SECTION 4.INTERPERSONAL COMMUNICATION
COMMUNICATION METHOD OF BODY
LANGUAGE
55
-
7/30/2019 Organizational Theory and Management
56/90
(3.19) MANAGERIALWISDOM: MEANINGOFSOUND
After supper, mother and daughter were washing bowls and
dishes together, while father and son were watching TV in theliving room.
Suddenly, kitchen came through sound of breaking dishes, and
then in silence.
the son looked at his father and said, It must be broken bymother.
How do you know?
Because mother didnt naming.
Remark
Thinking and judging carefully can grasp conditions easily. 56
(3 20)MANAGERIAL WISDOM T
-
7/30/2019 Organizational Theory and Management
57/90
(3.20)MANAGERIALWISDOM: THEMOSTUSUALANDIMPORTANTCOMMUNICATIONISFACE-TO-FACE
EXPRESSIONSANDACTIONS
Research of Ogilvy shows:
90% of communication in which words made up for 15
percent,
tone made up for 25%.
and expression actions made up for 60 percent
depended on face-to-face communication.
Another research shows, transmission of information: 7% is language,
38% is pronunciation
and 55 percent is expression and action.
57
-
7/30/2019 Organizational Theory and Management
58/90
REMARK
Consistence of spoken, tone and action is easy to believed andaccepted and nonverbal communication makes up quite high
percent.
So when making communication, you should pay particular
attention to your own and each other's expressions, behavior
and tone.
58
(3 21) MANAGERIAL WISDOM: YOUR ACTION CAN
-
7/30/2019 Organizational Theory and Management
59/90
(3.21) MANAGERIALWISDOM: YOURACTIONCANTALK
Manager advertised to recruitment. There were more than 50
people to enlist, and the manager chooses a young boy. His
friend asked him, I want to know why you choose that boy?
He didnt take introduction letter or recommendation of other
people.
Manager said, You are wrong! He took many introduction
letters: he removed soil under the foot at the gate, closed door
after entering the room, which means he is careful. He stood
up and offered his seat when the old man coming, which
means he is kind and tender.
59
-
7/30/2019 Organizational Theory and Management
60/90
(3.21) Managerial wisdom cont.
He took off his cap after entering the room and wasdecisive when answering my questions, which means he
has good manner and decision.
Other people straddled over the book I put on the floorintentionally, while this boy picked up the book and put
it on the table. His cloth, hair and nail are clean. Dont
you think that it is the best introduction letters?
60
-
7/30/2019 Organizational Theory and Management
61/90
REMARK
After receiving interview letters, when he were on the ground
floor of office building, the guard who said without noticedidnt let him to go up, so he only went home sulkily. A few
days later, he received a letter from company which said he
didnt be matriculated for he didnt call back after refused by
guard. The refuse was also one part of interview.
Successfully sale yourself to let the other party accept you
seriously, not depending on honey-tongued, but action of
practical and realistic. Saying less and doing more, words and
actions of each person are in the observe of other people. Howwell it has done, other people would have evaluation, why we
should say any more? Of course, the art of observing other
people is essential, otherwise it is easy to be blinded.61
-
7/30/2019 Organizational Theory and Management
62/90
4.1 The Distance between Parties Standing
1. In distance of a fist
2. In distance of about 60 cm3. In distance of about 60~120 cm
4. Keeping safe distance of over 120 cm
4.2 Hand Gesture Hugging chest: is the pose of self-protection.
Showing middle finger: an indecorous action.
Showing handgun: a warning action.
Covering mouth or eyes with hand: It is usually the evidence oflying.
Knocking table with hands: means No.62
-
7/30/2019 Organizational Theory and Management
63/90
(3.22) MANAGERIALWISDOM: BODYLANGUAGE
Three intellects writer went capital to take party in test. Therewas a famous hill on the way. Hearing that an old monk could
work out peoples fame future. They decided to go to consult.
After asking purpose of these three people, the old monk
thought for a moment with eyes closed and hold out one
finger.
These three people didnt understand and then asked the old
monk to explain. The old monk shakes his head and said,
This is secret cannot be leaked.
After they had gone, the young monk entered and asked,
Master, whats the meaning of one finger?
63
-
7/30/2019 Organizational Theory and Management
64/90
3.22) Managerial wisdom cont.
Old monk said, There are three people. If only one person
pass, one finger means only one person can pass;
If two persons all pass, one finger means only one person
cannot pass;
If three person pass, one finger means all can pass.
If none pass, one finger means no one can pass.
Remark
We should usually say clearly.
But in some special occasions, we should use the
meaningful conception of Cant say! Cant say!64
(3 23) MANAGERIAL WISDOM: MEET HIS NEED
-
7/30/2019 Organizational Theory and Management
65/90
(3.23) MANAGERIALWISDOM: MEETHISNEED
Writer Emerson was a great wise man in philosophy, history and
poetry. But he had no concept on how to bring calf into cowshed.
One day, he wanted to bring a calf into cowshed. His son waspulling neck of calf in the front and Emerson was pushing in the
back.
However, the more power they used, the more persistence thecalf was. Deadlock for a while, they exhausted, face flushed and
sweat profusely. The great philosopher was at the edge of
madness!
There was an Irish girl just passing by, and felt pity and
amusement when seeing them in nonplus. She walked over, only
with the thumb inserted into the calf's mouth; the calf accepted
the action which liked sucking breast milk.
It followed the girl into cowshed lovely and quietly.
65
-
7/30/2019 Organizational Theory and Management
66/90
REMARK
Thinking standing on the other peoples position can make
him to put his protection down, so as to entry into your
subject.
It just likes that little girl understands calfs demands and puts
her thumb into its mouth which would let calf feel as suckingbreast milk and can make the purpose of bringing calf into
cowshed easy.
66
-
7/30/2019 Organizational Theory and Management
67/90
4.3 Facial Expression Biting lower lip intensively means No.
Licking lip means dense meaning of Yes!
Biting tooth vigorously and raising chin exaggeratedly showsobvious meaning of No.
Summoning up cheek: Also shows the meaning of No.
4.4 Eye Contact Staring other peoples eyes for 2~4 seconds constantly is the
suitable attention time.
Often connecting sight means good faith.
Staring persistently for over 10 seconds, it means opposed ornegative attitudes.
67
(3 24) MANAGERIAL WISDOM: BODY LANGUAGE
-
7/30/2019 Organizational Theory and Management
68/90
(3.24) MANAGERIALWISDOM: BODYLANGUAGE
King Hun who is one of five overlords of Spring and Autumn
consulted punitive expedition secretly with Guan Zhong fordisobedience of Wei State Returning palace after discussing,
King Hun went to room of Wei Ji for he liked her best. When
seeing King Hun, Wei Ji kneeled and said immediately, King!
Please forgive Wei State!
Qi Huangong said with surprise, I dont want to do something
with Wei State!
Wei Ji said, The king is happy when you see me afterreturning palace daily. Today you bend your head and avoid my
sight. Todays decision in court must relate to me. But as a
woman, what worth you to scruple? 68
-
7/30/2019 Organizational Theory and Management
69/90
(3.24) MANAGERIALWISDOMCONT.
Meeting Guan Zhong on the second morning, the first word
Guan Zhong said is King, why you discover our secret
discuss with other people?
Duke Huan shocked and asked, How do you know?
Guan Zhong said, When you enter the door, your head is
raised and walking steps are big; seeing Im here, your
walking steps are smaller and head is lower.
Why are you stiffness when seeing me? You must be guilty.
King loves Wei Ji, so you must have talked the thing of
punitive expedition, except the thing is changed. 69
-
7/30/2019 Organizational Theory and Management
70/90
REMARK
Be carefully when meeting people and collecting
other peoples worry in eye, nothing can escape.
70
-
7/30/2019 Organizational Theory and Management
71/90
(3.25) MANAGERIALWISDOM: STAREGAME
Two people sat oppositely, connected the four eyes, stared each
other and kept still. The person who smiled first and moves sights away is the loser.
Remark
Stare game can be used to train volition of connecting vision withother people and understand the pressure of vision.
When talking with dog, you should open your eyes big. For the
dog, it means passion and love; but when speaking with cat, your
eyes should be fine as a line.
Big eyes mean guard for cat, and fine eyes are act language ofcaress and concern.
So it is uneasy to communicate between dog and cat for the body
language they use is different 71
4.5 Leg Gesture
-
7/30/2019 Organizational Theory and Management
72/90
4.5 Leg Gesture
Shaking legs is the information of not confident that exuded when
feeling impatient, worry, anxiety or fear to conditions and other people.
If legs is opening, it usually shows he is very comfortable and canaccept other people frankly.
If clip legs tightly, it often says he is attempting to be closed to protect
himself, unwilling to accept other people.
Fine-touching self legs: over 90% are female, and it belongs to
provocative behavior.
4.6 High and Low Intonation
Without cadence flat tone, it often causes drowsiness, and its thoughts
and expressions are also hard to pass to the audience's mind.
Weak sound cant attract any sympathy or interest.
Mark key points with appropriate tone and aggravated tone to attract
audience's attention.72
-
7/30/2019 Organizational Theory and Management
73/90
Remark
Thinking about standing on the other peoples position can
make him to put his protection down, so as to enter into yoursubject.
It was just like that the little girl understands the calfs
demands and puts her thumb into its mouth which would let
calf feel as sucking breast milk and can make the purpose of
bringing calf into the cowshed easily.
73
(3.26) MANAGERIALWISDOM : MAKINGMILKWITH
-
7/30/2019 Organizational Theory and Management
74/90
( )FOOT
The child cried at the middle night, so wife kicked
his husband with foot, and said, Dead beat! Get up
to making milk for child.
Remark
It is fantabulous to observe act language in daily life.
When negotiating, discussing business or playing
cards, you should take care especially.
If you express the thought of your heart carelessly
and if the other party express the thought of his heartcarelessly.
74
(3 27) MANAGERIAL WISDOM: MAKING MILK WITH
-
7/30/2019 Organizational Theory and Management
75/90
(3.27) MANAGERIALWISDOM: MAKINGMILKWITHFOOT
Two candidates of public office went to factory to solicit votesat the same time.
The performance of their speeches were very good, but one of
them received overwhelming support.
Electoral workers researched into the causes after affairs, and
found the loser dressed crease free white shirt and the winner
dressed blue-collar shirt as workers on the day of soliciting
votes.
Remark To get close with other people, you should show the same
language, culture, clothing and hobbies, so that the other people
would stand on the same line with you. 75
-
7/30/2019 Organizational Theory and Management
76/90
(3.28) MANAGERIALWISDOM: LISTENWITHHUMILITY
A young monk was not convinced with masters criticisms
(such as sleeping late, not working hard and doing thingswithout heart) to him a few days ago. One day, he can not
control himself any more, and run to his master to argue.
Master is meditation. He sat in front of master, and said,Master, I dont think the words you said a few days ago is
right. It is my thought. You say! My view is right or wrong?
76
-
7/30/2019 Organizational Theory and Management
77/90
(3.28) MANAGERIALWISDOMCONT.
Master didnt answer after hearing, put a cup in front of young
monk, and then pouring tea into cup. The young monk
thought master was pouring tea for him, but master continued
to pour when the cup was full. The young monk was surprised
and said quickly, Master! Master! You cant pour any more.
The tea is out flowing.
The master then stopped the action of pouring tea, and said to
him, Now your heart likes the cup which is full of tea. If I
talk reason with you now, the tea would only outflow. If you
want me to talk reason with you, you should empty the tea in
your heart first.
77
REMARK
-
7/30/2019 Organizational Theory and Management
78/90
REMARK
The heart of other party doesnt open so there is no good to talk
any more. Because he would not hear what you said, such ashouses cant hold furniture without space and cars cant hold
people and goods without space.
Even make downward communication to subordinates (eg,
young Monk), you cant persuade him to listen to your logic
when he doesnt want to accept, as well as yourself.
If you cant empty your heart as a empty cup, you dont have
the space to accept, to charge and to learn. Lets be a empty cupevery day.
Only the empty cup can hold more happiness,
understanding, knowledge, wisdom, experience, persuasion,
and even accusation.
78
-
7/30/2019 Organizational Theory and Management
79/90
SECTION 5.
COMMUNICATION OF ORGANIZATION
79
(3.29) MANAGERIALWISDOM: BRINGINGYOURSELF
-
7/30/2019 Organizational Theory and Management
80/90
DOWNCANBEBETTERCOMMUNICATION
Year of 763, Uighur and Tibet invaded China, and
captured the capital, Chang'an. Under emergency, thecourtyard had to invite Guo Ziyi who had been retired for
may years to pacific trouble. Guo Ziyi said, Comparing
the military, we are outnumbered by the enemy.
Comparing reason, we are straight than the enemy.
Rather than fighting, it is better to have a talk. Then tookoff armor, and enter the camp of Uighur deeply by
himself.
Leader of Uighur who had once been with Guo Ziyi formany years jumped down the horse immediately and
prostrated on front of Guo Ziyi without any animus at the
time of seeing previous chief. He also assisted Guo Ziyi
to pacific trouble of Tibet later.80
REMARK
-
7/30/2019 Organizational Theory and Management
81/90
Before we want to get closer with the opponent, we dont need
to reserve our advantages and dignity. We should show the
similar with opponent as much as possible, so that the opponent
would be more willing to remove the psychological barriers and
stand on the same line with us.
As well as in the company, Senior supervisors should havedignity and advantages, but they must be pleasant, and can not
be arrayed a shelf and smelly face, which would cause
employee without sense of closeness and sense of belonging to
company.
When faced with a significant impact, supervisors cant keep
subordinates in his position who would go to other place for a
job, and the company would dissolution at last81
D C
-
7/30/2019 Organizational Theory and Management
82/90
DIVISIONSOF COMMUNICATIONSYSTEMOF
ORGANIZATIONC
DownwardCommunication
Upward Communication
HorizontalCommunication
82
-
7/30/2019 Organizational Theory and Management
83/90
(3.30)MANAGERIALWISDOM: DIFFERENTCOGNITION
Xiao Ming, Mum, can you give me dollar
Mum: What are you going to do with this Dollar?
Xiao Ming: The old pop downstairs has cried from morning to
now. He is so hard.
Mum thought in the mind, Wow! Our Xiao Ming has so much
sympathy. He would be amazing in the future. Then she askedXiao Ming, Why does he crying?
Xiao Ming, Each traditional popsicle is 10 dollars.
Remark Subordinates usually dont dare to free-spoken with superiors.
Managers must be able to make decision after final analysis and
asking what has really happened, so that they would not be misled. 83
5.1 Downward Communication System
-
7/30/2019 Organizational Theory and Management
84/90
y
Information of downward communication system is transferred
from high stratum (such as chairman, general manager, CEO and
VP) to lower stratum(such as group leader and employee) in
organization.
5.2 Upward Communication System
Information of upward communication system is transferred from
lower stratum to high stratum in organization.
Four main information of basal layer must transfer upward,
including:
1.Subordinate activities
2. Subordinate working problems
3. Improve suggestion and imagination
4. Subordinate the feeling of work 84
-
7/30/2019 Organizational Theory and Management
85/90
5.3 Horizontal Communication
Communication among departments depends on horizontal
communication. It also called bridge-shaped communication.
Interaction relations of each departments cant only depend on
upward and information of downward communication system of
organization chain.
Assistance and coordination with other related units mainly
depend on horizontal and latitudinal communication.
85
(3.30)MANAGERIALWISDOM: DIFFERENTCOGNITION
-
7/30/2019 Organizational Theory and Management
86/90
COGNITION
Xiao Ming, Mum, can you give me dollar
Mum: What are you going to do with this Dollar?
Xiao Ming: The old pop downstairs has cried from morning to now.
He is so hard.
Mum thought in the mind, Wow! Our Xiao Ming has so much
sympathy. He would be amazing in the
future. Then she asked Xiao Ming, Why does he crying? Xiao Ming, Each traditional popsicle is 10 dollars.
Remark
Subordinates usually dont dare to free-spoken with superiors. Managers must be able to make decision after final analysis and
asking what has really happened, so that they would not be
misled. 86
BRIDGE-SHAPED COMMUNICATION
-
7/30/2019 Organizational Theory and Management
87/90
C.E.O
V.P. of Product V.P. of Sales
Production Manager Sales Manager
Quality Control
Supervisor
International Marketing Supervisor
Production Staff Salesman 87
(3.31)MANAGERIALWISDOM: DONOTIGNORE
-
7/30/2019 Organizational Theory and Management
88/90
( )THEGRAPEVINE
Rumors research (Hershey, 1966): Nine of these thirty rumors
were confirmed fully consistent with the fact later, and five ofthese are partly correct.
Remark
Informal communications of grapevines are impossible toroot out basically. It would better to make good use, and
should understand, adapt and integrate these to make it have
the important function of communication.
In the four months before SARS (Severe Acute RespiratorySyndrome) in 2003, it spread the messages of some people
died with weird diseases from Guangdong province, China.
The speaker said certainly, but none believed it. At last it
caused a major disaster in Taiwan.88
5 4 GRAPEVINES FROM INFORMAL
-
7/30/2019 Organizational Theory and Management
89/90
5.4 GRAPEVINES FROM INFORMAL
COMMUNICATION CHANNELS
Grapevine is the informal communication channel that iscombined by employees in the organization for their same
hobbies, friendships of countryman, having lunch together,
kinships and social relations.
Managers must develop a set of grapevine system in order to
find things in enterprises, without depending on official orders
and reporting systems.
89
-
7/30/2019 Organizational Theory and Management
90/90
ENDOFCHAPTER 3
90