organizational theory and management

7/30/2019 Organizational Theory and Management

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CHAPTER 3

COMMUNICATION

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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


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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.

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(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


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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


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(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


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DISTRIBUTIONOFTHECOMMUNICATIONACTIVITYBY (HENRY

MINTBERG, 1973)

59%10%

3%

22%Arranged meetings

Non-arranged meeting

On tour

Surface work

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SECTION 1.DEFINITION AND PURPOSE OF COMMUNICATION

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(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.

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1.1 THE DEFINITIONOFTHE COMMUNICATION

Communication is the process by two or more people

communicating and understanding the information to establish

a consensus.

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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.

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(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


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2. Effectively passing on information:

The communication requires simple and clear to make

others understand.

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(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.

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(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


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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

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SECTION 2.THE PROCESS OF INTERPERSONALCOMMUNICATION

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(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


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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.

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2.1 ONE-WAY COMMUNICATION

Sender Message Receiver

Channel

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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


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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


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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


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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.

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(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

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SECTION 3.

INTERPERSONAL COMMUNICATIONTHE COMMUNICATION WAY OF THEVERBAL LANGUAGE

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(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

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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.

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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.

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(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%.

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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


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3.1.1 THREELEVELOFLISTENING

I am here (with the body)

I am listening (with heart)

I am listening with my heart (empathy)

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(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


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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.

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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

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(3 2) SPEAKING


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(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


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(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


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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

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3.2 SPEAKING

3.2.1 The procedure of speaking

Before speaking

Start speaking

The speaking going on

The end of the speaking40


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(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


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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.

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3 14) M


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(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.

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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


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(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

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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


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(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


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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.

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o A. Complementary conversion B. Crossing conversion

Supervisor Subordinate Supervisor Subordinate

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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


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(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


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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.

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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


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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


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(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


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SECTION 4.INTERPERSONAL COMMUNICATION

COMMUNICATION METHOD OF BODY

LANGUAGE

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(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


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(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.

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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.

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(3 21) MANAGERIAL WISDOM: YOUR ACTION CAN


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(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.

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(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?

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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


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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


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(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?

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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


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(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.

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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.

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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.

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(3 24) MANAGERIAL WISDOM: BODY LANGUAGE


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(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


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(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


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REMARK

Be carefully when meeting people and collecting

other peoples worry in eye, nothing can escape.

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(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


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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


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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


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( )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


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(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


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(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?

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(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.

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REMARK


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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.

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SECTION 5.

COMMUNICATION OF ORGANIZATION

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(3.29) MANAGERIALWISDOM: BRINGINGYOURSELF


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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


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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


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DIVISIONSOF COMMUNICATIONSYSTEMOF

ORGANIZATIONC

DownwardCommunication

Upward Communication

HorizontalCommunication

82


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(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


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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


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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


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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


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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


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( )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


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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.

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ENDOFCHAPTER 3

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organizational theory and management

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