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Tài liệu đang được giảng dạy tại SIM-HCMUT, IABM, IETD. Lưu trữ dạng pdf hoặc zip | 8/25/2008 INSTITUTE OF ACCOUNTING AND BUSINESS MANAGEMENT ORGANIZATIONAL BEHAVIOR Luu Nhat Huy, MBA “The quality of your life is the quality of your communication. (with yourself as well as with others).” Anthony Robbins 2 Organizational Behavior – Luu Nhat Huy 1 8/25/2008 WHAT IS COMMUNICATION? Message Message Medium Noise Sender Receiver (Encodes) (Decodes) Feedback Organizational Behavior – Luu Nhat Huy NON-VERBAL COMMUNICATION Types of non-verbal communication Kinesics (body languages) Dressing, posture, body movement, Para-language (voice) Tone, speed, loudness, Environment Design, light, color, Chronemics Usage and interpretation of time Proxemics (communication distance) Close (15-45cm), personal (45-120cm), social ( ), public (over ) Haptics (touch) Handshake, kiss, Look at the examples Hand gesture Body, eyes movement Organizational Behavior – Luu Nhat Huy 2 8/25/2008 TYPES OF MEDIA Oral communication Pros: visual image, immediate feedback, Cons: less preparation, weak evidence, mem loss, Written communication Pros: info intensity, evidence, Cons: long documents, time for reading, non-verbal factors, Electronic communication Pros: fast, mass, cheap, Cons: risk of wrong rcpt, virtual emotions, Mix communication Organizational Behavior – Luu Nhat Huy HOW WE PERCEIVE THINGS? Theo khuôn mẫu (stereotyping) Theo sở thích Có chọn lọc (interests) (selective) Giả định Theo kỳ vọng tương tự (expectation) (projection) Ex: stereotyping Organizational Behavior – Luu Nhat Huy 3 8/25/2008 WHY COMMUNICATION FAILS? Information overload Amount, complexity, speed, difficulty Lack of trust or credibility Broken trust Words 7% Questioning knowledge base Lack of time Tone of Presenter/audience are too hurry voice Body 38% language Filtering 55% Favorable info, not true info Emotions Less non-verbal communication Organizational Behavior – Luu Nhat Huy WHY COMMUNICATION FAILS? Most