Chapter 6 Communication PDF

Course Name Code Chapter : Organizational Behavior :HUR 212 :6 Communication Organizational Behavior (HUR 212) Functions of Communication ‫ﺗﻮاﺻﻞ‬ Communication ‫اﻟﻨﻘﻞ وﻓﻬﻢ اﳌﻌﻨﻰ‬ The transference and the understanding of meaning. ‫ اﻟﺘﺤﻜﻢ ﰲ ﺳﻠﻮك اﻷﻋﻀﺎء‬.1 ‫وﻇﺎﺋﻒ اﻻﺗﺼﺎل‬ Communication Functi...

Course Name Code Chapter : Organizational Behavior :HUR 212 :6 Communication Organizational Behavior (HUR 212) Functions of Communication ‫ﺗﻮاﺻﻞ‬ Communication ‫اﻟﻨﻘﻞ وﻓﻬﻢ اﳌﻌﻨﻰ‬ The transference and the understanding of meaning. ‫ اﻟﺘﺤﻜﻢ ﰲ ﺳﻠﻮك اﻷﻋﻀﺎء‬.1 ‫وﻇﺎﺋﻒ اﻻﺗﺼﺎل‬ Communication Functions: .‫ ﲢﻔﻴﺰ أﺳﺮع ﳌﺎ ﻳﺠﺐ اﻟﻘﻴﺎم ﺑﻪ‬.2 1. Control member behavior. ‫ ﺗﻮﻓﻴﺮ اﻻﻓﺮاج ﻋﻦ اﻟﺘﻌﺒﻴﺮ‬.3 .‫اﻟﻌﺎﻃﻔﻲ‬ 2. Faster motivation for what is to be done. ‫ ﺗﻮﻓﻴﺮ اﳌﻌﻠﻮﻣﺎت اﻟﻼزﻣﺔ‬.4 ‫ﻻﺗﺨﺎذ اﻟﻘﺮارات‬ 3. Provide a release for emotional expression. 4. Provide information needed to make decisions. Organizational Behavior (HUR 212) The Communication Process  Channel ‫ﻗﻨﺎة‬ ‫ﻋﻤﻠﻴﺔ اﻻﺗﺼﺎل‬ ‫اﻟﻮﺳﻴﻠﺔ اﻟﺘﻲ ﻳﺨﺘﺎرﻫﺎ اﳌﺮﺳﻞ واﻟﺘﻲ ﺗﻨﺘﻘﻞ‬ ‫ﻣﻦ ﺧﻼﻟﻬﺎ اﻟﺮﺳﺎﻟﺔ إﻟﻰ اﳌﺘﻠﻘﻲ‬ – The medium selected by the sender through which the message travels to the receiver.  Types of Channels ‫أﻧﻮاع اﻟﻘﻨﻮات‬ – Formal Channels ‫اﻟﻘﻨﻮات اﻟﺮﺳﻤﻴﺔ‬ • Are established by the organization and transmit messages that are related to the professional activities of members. ‫إﻧﺸﺎؤﻫﺎ ﺑﻮاﺳﻄﺔ اﳌﻨﻈﻤﺔ وﻧﻘﻞ اﻟﺮﺳﺎﺋﻞ اﳌﺘﻌﻠﻘﺔ ﺑﺎﻷﻧﺸﻄﺔ اﳌﻬﻨﻴﺔ ﻟﻸﻋﻀﺎء‬ – Informal Channels ‫اﻟﻘﻨﻮات ﻏﻴﺮ اﻟﺮﺳﻤﻴﺔ‬ • Used to transmit personal or social messages in the organization. These informal channels are spontaneous and emerge as a response to individual choices. ‫ﻳﺴﺘﺨﺪم ﻟﻨﻘﻞ اﻟﺮﺳﺎﺋﻞ اﻟﺸﺨﺼﻴﺔ أو اﻻﺟﺘﻤﺎﻋﻴﺔ ﰲ‬ .‫اﳌﻨﻈﻤﺔ‬ ‫ﻫﺬه اﻟﻘﻨﻮات ﻏﻴﺮ اﻟﺮﺳﻤﻴﺔ ﻋﻔﻮﻳﺔ وﺗﻈﻬﺮ ﻛﺮد ﻓﻌﻞ‬ ‫ﻋﻠﻰ اﻻﺧﺘﻴﺎرات اﻟﻔﺮدﻳﺔ‬ Organizational Behavior (HUR 212) ‫ﻋﻨﺎﺻﺮ ﻋﻤﻠﻴﺔ اﻻﺗﺼﺎل‬ Elements of the Communication Process ‫اﳌﺮﺳﻞ‬  The sender ‫اﻟﺘﺮﻣﻴﺰ‬ ‫اﻟﺮﺳﺎﻟﺔ‬ ‫اﻟﻘﻨﺎة‬ ‫ﻓﻚ اﻟﺘﺸﻔﻴﺮ‬ ‫اﳌﺴﺘﻘﺒﻞ‬ ‫ﺿﻮﺿﺎء‬ ‫ﺗﻌﻠﻴﻖ‬  Encoding  The message  The channel  Decoding  The receiver  Noise  Feedback Organizational Behavior (HUR 212) ‫ﳕﻮذج ﻋﻤﻠﻴﺔ اﻻﺗﺼﺎل‬ The Communication Process Model ‫ﻣﺮﺳﻞ‬ ‫اﻟﺮﺳﺎﻟﺔ اﳌﺮاد إرﺳﺎﻟﻬﺎ‬ ‫اﳌﺘﻠﻘﻲ‬ ‫رﺳﺎﻟﺔ اﻟﺘﺮﻣﻴﺰ‬ ‫ﻓﻚ ﺗﺸﻔﻴﺮ اﻟﺮﺳﺎﻟﺔ‬ ‫ﻗﻨﺎة‬ ‫ﰎ اﺳﺘﻼم اﻟﺮﺳﺎﻟﺔ‬ ‫ﺿﻮﺿﺎء‬ ‫ﺗﻌﻠﻴﻖ‬ ‫ﻋﻤﻠﻴﺔ اﻻﺗﺼﺎل‬ Communication Process The steps between a source and a receiver that result in the transference and understanding of meaning. ‫اﳋﻄﻮات ﺑﲔ اﳌﺼﺪر واﳌﺴﺘﻘﺒﻞ واﻟﺘﻲ ﺗﺆدي إﻟﻰ ﻧﻘﻞ اﳌﻌﻨﻰ وﻓﻬﻤﻪ‬ Organizational Behavior (HUR 212) E X H I B I T 11–1 ‫اﲡﺎه اﻻﺗﺼﺎﻻت‬ Direction of Communication ‫إﻟﻰ أﻋﻠﻰ‬ Upward Organizational Behavior (HUR 212) ‫إﻟﻰ اﻷﺳﻔﻞ‬ Downward ‫ﺟﺎﻧﺒﻲ‬ Lateral ‫اﻟﺘﻮاﺻﻞ ﺑﲔ اﻷﺷﺨﺎص‬ Interpersonal Communication 1. Oral Communication ‫| اﻟﺘﻮاﺻﻞ اﻟﺸﻔﻬﻲ‬1 – Advantages: Speed and feedback.‫ اﻟﺴﺮﻋﺔ وردود اﻟﻔﻌﻞ‬:‫اﳌﺰاﻳﺎ‬- – Disadvantage: ‫اﻟﻌﻴﺐ‬ – Potential for distorted message when passed through a number of people – Content at destination may be different from the original ‫ اﺣﺘﻤﺎﻟﻴﺔ ﺗﺸﻮﻳﻪ اﻟﺮﺳﺎﻟﺔ ﻋﻨﺪ‬‫ﲤﺮﻳﺮﻫﺎ ﻋﺒﺮ ﻋﺪد ﻣﻦ اﻷﺷﺨﺎص‬ Organizational Behavior (HUR 212) ‫ ﻗﺪ ﻳﻜﻮن اﶈﺘﻮى ﰲ اﻟﻮﺟﻬﺔ‬‫ﻣﺨﺘﻠﻔًﺎ ﻋﻦ اﻷﺻﻞ‬ Interpersonal Communication Conti… ‫اﻟﺘﻮاﺻﻞ ﺑﲔ اﻷﺷﺨﺎص‬ ‫اﻻﺗﺼﺎل اﻟﻜﺘﺎﺑﻲ‬ 2- Written Communication Advantages ‫ﻣﺰاﻳﺎ‬ Disadvantages ‫ﻋﻴﻮب‬  Provide a tangible and  Time consuming ‫اﺳﺘﻬﻼك اﻟﻮﻗﺖ‬ verifiable record ‫ ﺗﻘﺪﱘ ﺳﺠﻞ ﻣﻠﻤﻮس وﳝﻜﻦ اﻟﺘﺤﻘﻖ ﻣﻨﻪ‬ Lack of feedback ‫ﻋﺪم وﺟﻮد ردود ﻓﻌﻞ‬  Record can be stored  No guarantee how for an indefinite period reader will interpret of time ‫ﳝﻜﻦ ﺗﺨﺰﻳﻦ اﻟﺴﺠﻞ ﻟﻔﺘﺮة ﻏﻴﺮ ﻣﺤﺪدة ﻣﻦ اﻟﺰﻣﻦ‬ it ‫ﻻ ﻳﻮﺟﺪ ﺿﻤﺎن ﻟﻜﻴﻔﻴﺔ ﺗﻔﺴﻴﺮ اﻟﻘﺎرئ‬  Physically available for later reference ‫ﻣﺘﺎﺣﺔ ﻣﺎدﻳﺎ ﻟﻠﺮﺟﻮع إﻟﻴﻬﺎ ﻻﺣﻘﺎ‬  More likely to be well thought-out, logical, and clear ‫ﻣﻦ اﳌﺮﺟﺢ أن ﺗﻜﻮن ﻣﺪروﺳﺔ ﺟﻴﺪًا وﻣﻨﻄﻘﻴﺔ وواﺿﺤﻪ‬ Organizational Behavior (HUR 212) 3- Non-verbal Communication 3- Non-verbal Communication ‫اﻟﺘﻮاﺻﻞ ﻏﻴﺮ اﻟﻠﻔﻈﻲ‬ ‫اﻟﺘﻮاﺻﻞ ﻏﻴﺮ اﻟﻠﻔﻈﻲ‬  Two most important messages that body language conveys are: ‫وأﻫﻢ رﺳﺎﻟﺘﲔ ﺗﻨﻘﻠﻬﻤﺎ ﻟﻐﺔ اﳉﺴﺪ ﻫﻤﺎ‬ – the extent to which an individual likes another and is interested in his or her views ‫ﻣﺪى إﻋﺠﺎب اﻟﻔﺮد ﺑﺂﺧﺮ واﻫﺘﻤﺎﻣﻪ ﺑﺂراﺋﻪ‬ – the relative perceived status between a sender and receiver ‫اﳊﺎﻟﺔ اﻟﻨﺴﺒﻴﺔ اﳌﺘﺼﻮرة ﺑﲔ اﳌﺮﺳﻞ واﳌﺴﺘﻘﺒﻞ‬  Meaning of words changes with intonation, facial expression and physical distance ‫ﻳﺘﻐﻴﺮ ﻣﻌﻨﻰ اﻟﻜﻠﻤﺎت ﻣﻊ اﻟﺘﺠﻮﻳﺪ وﺗﻌﺒﻴﺮات اﻟﻮﺟﻪ واﳌﺴﺎﻓﺔ اﳉﺴﺪﻳﺔ‬ Organizational Behavior (HUR 212) ‫اﻟﺘﻮاﺻﻞ ﻏﻴﺮ اﻟﻠﻔﻈﻲ‬ Nonverbal Communication ‫ﺣﺮﻛﺔ اﳉﺴﺪ‬ Body Movement ‫ﺗﻌﺎﺑﻴﺮ اﻟﻮﺟﻪ‬ Facial Expressions © 2007 Prentice Hall Inc. All rights Organizational Behavior (HUR 212) reserved. ‫اﻟﺘﺠﻮﻳﺪ‬ Intonations ‫اﳌﺴﺎﻓﺔ اﳌﺎدﻳﺔ‬ Physical Distance ‫ﺛﻼث ﺷﺒﻜﺎت رﺳﻤﻴﺔ ﻣﺸﺘﺮﻛﺔ ﻟﻠﻤﺠﻤﻮﻋﺎت اﻟﺼﻐﻴﺮة‬ Three Common Formal Small-Group Networks ‫ﺳﻠﺴﻠﺔ‬ ‫ﻋﺠﻠﺔ‬ ‫ﻛﻞ اﻟﻘﻨﺎة‬ Organizational Behavior (HUR 212) ‫ﻛﺮاﻣﺔ‬ Grapevine  Grapevine Characteristics ‫ﺧﺼﺎﺋﺺ اﻟﻌﻨﺐ‬ – Informal, not controlled by management. ‫ ﻻ ﺗﺴﻴﻄﺮ ﻋﻠﻴﻬﺎ اﻹدارة‬،‫ﻏﻴﺮ رﺳﻤﻴﺔ‬ ‫ﻳﻨﻈﺮ إﻟﻴﻬﺎ ﻣﻌﻈﻢ اﳌﻮﻇﻔﲔ ﻋﻠﻰ أﻧﻬﺎ أﻛﺜﺮ‬ – Perceived by most employees as being more ‫اﻟﺮﺳﻤﻴﺔ‬ ‫ﻣﺼﺪاﻗﻴﺔ وﻣﻮﺛﻮﻗﻴﺔ ﻣﻦ اﻻﺗﺼﺎﻻت‬ believable and reliable than formal communications. – Largely used to serve the self-interests of those who use it. ‫ﺗﺴﺘﺨﺪم إﻟﻰ ﺣﺪ ﻛﺒﻴﺮ ﳋﺪﻣﺔ اﳌﺼﺎﻟﺢ اﻟﺬاﺗﻴﺔ ﻷوﻟﺌﻚ اﻟﺬﻳﻦ ﻳﺴﺘﺨﺪﻣﻮﻧﻬﺎ‬ – Results from: ‫اﻟﻨﺘﺎﺋﺞ ﻣﻦ‬ • Desire for information about important situations • Ambiguous conditions • Conditions that cause anxiety ‫اﻟﺮﻏﺒﺔ ﰲ اﳊﺼﻮل ﻋﻠﻰ‬ ‫ﻣﻌﻠﻮﻣﺎت ﺣﻮل اﳌﻮاﻗﻒ‬ ‫اﻟﻬﺎﻣﺔ‬ ‫ﻇﺮوف ﻏﺎﻣﻀﺔ‬ ‫اﻟﻈﺮوف اﻟﺘﻲ ﺗﺴﺒﺐ‬ ‫اﻟﻘﻠﻖ‬ Organizational Behavior (HUR 212) Suggestions for Reducing the Negative Consequences of Rumors ‫ﻣﻘﺘﺮﺣﺎت ﻟﻠﺤﺪ ﻣﻦ اﻵﺛﺎر اﻟﺴﻠﺒﻴﺔ ﻟﻠﺸﺎﺋﻌﺎت‬ 1. Announce timetables for making important decisions. ‫اﻹﻋﻼن ﻋﻦ اﳉﺪاول اﻟﺰﻣﻨﻴﺔ ﻻﺗﺨﺎذ اﻟﻘﺮارات اﳌﻬﻤﺔ‬ 2. Explain decisions and behaviors that may appear inconsistent or secretive. ‫اﺷﺮح اﻟﻘﺮارات واﻟﺴﻠﻮﻛﻴﺎت اﻟﺘﻲ ﻗﺪ ﺗﺒﺪو ﻏﻴﺮ ﻣﺘﺴﻘﺔ أو ﺳﺮﻳﺔ‬ 3. Emphasize the downside ‫ﺳﻠﺑﯾﮫ‬, as well as the upside ‫اﯾﺟﺎﺑﯾﮫ‬, of current decisions and future plans. ‫ ﻟﻠﻘﺮارات اﳊﺎﻟﻴﺔ واﳋﻄﻂ اﳌﺴﺘﻘﺒﻠﻴﺔ‬،4 ‫ وﻛﺬﻟﻚ اﳉﺎﻧﺐ اﻹﻳﺠﺎﺑﻲ‬،‫اﻟﺘﺄﻛﻴﺪ ﻋﻠﻰ اﳉﺎﻧﺐ اﻟﺴﻠﺒﻲ‬ 4. Openly discuss worst-case possibilities—it is almost never as anxiety-provoking as the unspoken fantasy. ‫ ﻓﻬﻲ ﻻ ﺗﺜﻴﺮ اﻟﻘﻠﻖ أﺑﺪًا ﻣﺜﻞ اﳋﻴﺎل ﻏﻴﺮ اﳌﻌﻠﻦ‬- ‫ﻧﺎﻗﺶ اﺣﺘﻤﺎﻻت أﺳﻮأ اﳊﺎﻻت ﺑﺸﻜﻞ ﻋﻠﻨﻲ‬ Organizational Behavior (HUR 212) Computer-aided Communication  E-mail ‫اﻟﺒﺮﻳﺪ اﻻﻛﺘﺮوﻧﻲ‬  Instant messaging ‫ﻓورﯾﮫ‬  Intranet and Extranet links  Video-conferencing ‫ﻣﺆﲤﺮات اﻟﻔﻴﺪﻳﻮ‬ Organizational Behavior (HUR 212) ‫اﻻﺗﺼﺎﻻت ﲟﺴﺎﻋﺪة اﻟﻜﻤﺒﻴﻮﺗﺮ‬ ‫رواﺑﻂ اﻹﻧﺘﺮاﻧﺖ واﻹﻛﺴﺘﺮاﻧﺖ‬ ‫اﻻﺗﺼﺎﻻت ﲟﺴﺎﻋﺪة اﻟﻜﻤﺒﻴﻮﺗﺮ‬ Computer-Aided Communication  E-mail ‫اﻟﺒﺮﻳﺪ اﻻﻛﺘﺮوﻧﻲ‬ – Advantages: quickly written, sent, and stored; low cost for distribution.‫ واﻟﺘﺨﺰﻳﻦ؛ ﺗﻜﻠﻔﺔ ﻣﻨﺨﻔﻀﺔ ﻟﻠﺘﻮزﻳﻊ‬،‫ اﻹرﺳﺎل‬،‫ ﺳﺮﻋﺔ اﻟﻜﺘﺎﺑﺔ‬:‫اﳌﺰاﻳﺎ‬ – Disadvantages: information overload, lack of emotional content, cold and impersonal. ‫ واﻟﺒﺮودة وﻏﻴﺮ اﻟﺸﺨﺼﻴﺔ‬،‫ وﻧﻘﺺ اﶈﺘﻮى اﻟﻌﺎﻃﻔﻲ‬،‫ اﳊﻤﻞ اﻟﺰاﺋﺪ ﻟﻠﻤﻌﻠﻮﻣﺎت‬:‫اﻟﻌﻴﻮب‬  Instant messaging  Advantage: Is essentially real-time e-mail ‫ ﻫﻮ ﰲ اﻷﺳﺎس ﺑﺮﻳﺪ إﻟﻜﺘﺮوﻧﻲ ﰲ اﻟﻮﻗﺖ اﻟﻔﻌﻠﻲ‬:‫اﳌﻴﺰة‬  Fast and inexpensive means for employees to stay in touch with each other ‫وﺳﻴﻠﺔ ﺳﺮﻳﻌﺔ وﻏﻴﺮ ﻣﻜﻠﻔﺔ ﻟﻠﻤﻮﻇﻔﲔ ﻟﻠﺘﻮاﺻﻞ ﻣﻊ ﺑﻌﻀﻬﻢ اﻟﺒﻌﺾ‬ ‫ﻳﻔﻀﻞ ﳋﻂ واﺣﺪ أو ﺳﻄﺮﻳﻦ‬  Preferred for one or two line messages ‫ ﳝﻜﻦ أن ﻳﻜﻮن ﻣﺘﻄﻔﻼً وﻣﺸﺘﺘًﺎ‬:‫اﻟﻌﻴﺐ‬  Disadvantage: can be intrusive and distracting.  Not as good as e-mail for long messages that need to be saved ‫ﻟﻴﺴﺖ ﺟﻴﺪة ﻣﺜﻞ اﻟﺒﺮﻳﺪ اﻹﻟﻜﺘﺮوﻧﻲ ﻟﻠﺮﺳﺎﺋﻞ اﻟﻄﻮﻳﻠﺔ اﻟﺘﻲ ﲢﺘﺎج إﻟﻰ ﺣﻔﻆ‬ Organizational Behavior (HUR 212) (‫اﻻﺗﺼﺎﻻت ﲟﺴﺎﻋﺪة اﳊﺎﺳﻮب )ﺗﺎﺑﻊ‬ Computer-Aided Communication (cont’d)  Intranet ‫اﻻﻧﺮﻧﺖ‬  Intranets give access only to employees and are used to communicate internal messages ‫ﲤﻨﺢ اﻟﺸﺒﻜﺎت اﻟﺪاﺧﻠﻴﺔ ﺣﻖ اﻟﻮﺻﻮل ﻟﻠﻤﻮﻇﻔﲔ ﻓﻘﻂ وﻳﺘﻢ اﺳﺘﺨﺪاﻣﻬﺎ ﻟﺘﻮﺻﻴﻞ اﻟﺮﺳﺎﺋﻞ اﻟﺪاﺧﻠﻴﺔ‬  Extranet ‫اﻟﺸﺒﻜﺔ اﳋﺎرﺟﻴﺔ‬  Extranets links employees with selected suppliers, customers and strategic partners to facilitate communication ‫ﺘﺎرﻳﻦ ﻟﺘﺴﻬﻴﻞ اﻟﺘﻮاﺻﻞ‬V‫ﺗﻌﻤﻞ اﻟﺸﺒﻜﺎت اﳋﺎرﺟﻴﺔ ﻋﻠﻰ رﺑﻂ اﳌﻮﻇﻔﲔ ﻣﻊ اﳌﻮردﻳﻦ واﻟﻌﻤﻼء واﻟﺸﺮﻛﺎء اﻻﺳﺘﺮاﺗﻴﺠﻴﲔ ا‬  Videoconferencing ‫ﻣﺆﲤﺮات اﻟﻔﻴﺪﻳﻮ‬  Permits employees to conduct interactive meetings without being physically in the same room ‫ﻳﺴﻤﺢ ﻟﻠﻤﻮﻇﻔﲔ ﺑﺈﺟﺮاء اﺟﺘﻤﺎﻋﺎت ﺗﻔﺎﻋﻠﻴﺔ دون اﻟﺘﻮاﺟﺪ ﻓﻌﻠﻴًﺎ ﰲ ﻧﻔﺲ اﻟﻐﺮﻓﺔ‬  Becoming more accessible to desktops with new technology ‫أﺻﺒﺢ اﻟﻮﺻﻮل إﻟﻰ أﺟﻬﺰة اﻟﻜﻤﺒﻴﻮﺗﺮ اﳌﻜﺘﺒﻴﺔ أﻛﺜﺮ ﺳﻬﻮﻟﺔ ﺑﻔﻀﻞ اﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ اﳉﺪﻳﺪة‬ Organizational Behavior (HUR 212) ‫إدارة اﳌﻌﺮﻓﺔ‬ Knowledge Management (KM) ‫ادارة اﳌﻌﺮﻓﺔ‬ Knowledge Management ‫ﻋﻤﻠﻴﺔ ﺗﻨﻈﻴﻢ وﺗﻮزﻳﻊ اﳊﻜﻤﺔ اﳉﻤﺎﻋﻴﺔ ﻟﻠﻤﻨﻈﻤﺔ ﺑﺤﻴﺚ ﺗﺼﻞ‬ ‫اﳌﻌﻠﻮﻣﺎت اﻟﺼﺤﻴﺤﺔ إﻟﻰ اﻷﺷﺨﺎص اﳌﻨﺎﺳﺒﲔ ﰲ اﻟﻮﻗﺖ اﳌﻨﺎﺳﺐ‬ A process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time. Why KM is Important: ‫ﳌﺎذا ﺗﻌﺘﺒﺮ إدارة اﳌﻌﺮﻓﺔ ﻣﻬﻤﺔ‬ 1. Intellectual assets are as important as physical assets . 2. When individuals leave, their knowledge and experience goes with them. 3. A KM system reduces redundancy and makes the ‫ اﻷﺻﻮل اﻟﻔﻜﺮﻳﺔ ﻻ ﺗﻘﻞ أﻫﻤﻴﺔ ﻋﻦ اﻷﺻﻮل اﳌﺎدﻳﺔ‬-1 organization more efficient. .‫ ﺗﺬﻫﺐ ﻣﻌﻬﻢ ﻣﻌﺮﻓﺘﻬﻢ وﺧﺒﺮﺗﻬﻢ‬،‫ ﻋﻨﺪﻣﺎ ﻳﻐﺎدر اﻷﻓﺮاد‬-2 Organizational Behavior (HUR 212) ‫ ﻧﻈﺎم إدارة اﳌﻌﺮﻓﺔ ﻳﻘﻠﻞ ﻣﻦ اﻟﺘﻜﺮار وﻳﺠﻌﻞ اﳌﻨﻈﻤﺔ‬-3 .‫أﻛﺜﺮ ﻛﻔﺎءة‬ ‫اﳊﻮاﺟﺰ اﻟﺘﻲ ﲢﻮل دون اﻻﺗﺼﺎل اﻟﻔﻌﺎل‬ Barriers to Effective Communication Filtering ‫ ﻣﻌﺎﳉﺔ اﳌﺮﺳﻞ ﻟﻠﻤﻌﻠﻮﻣﺎت ﺑﺤﻴﺚ ﻳﺮاﻫﺎ اﳌﺘﻠﻘﻲ ﺑﺸﻜﻞ أﻓﻀﻞ‬:‫اﻟﻔﻠﺘﺮه‬ A sender’s manipulation of information so that it will be seen more favorably by the receiver. Selective Perception ‫ ﻳﻔﺴﺮ اﻟﻨﺎس ﻣﺎ ﻳﺮوﻧﻪ ﺑﺸﻜﻞ اﻧﺘﻘﺎﺋﻲ ﻋﻠﻰ أﺳﺎس‬: ‫اﻹدراك اﻻﻧﺘﻘﺎﺋﻲ‬ ‫اﻫﺘﻤﺎﻣﺎﺗﻬﻢ وﺧﻠﻔﻴﺘﻬﻢ وﺧﺒﺮاﺗﻬﻢ وﻣﻮاﻗﻔﻬﻢ‬ People selectively interpret what they see on the basis of their interests, background, experience, and attitudes. Information Overload ‫ ﺣﺎﻟﺔ ﻳﺘﺠﺎوز ﻓﻴﻬﺎ ﺗﺪﻓﻖ اﳌﻌﻠﻮﻣﺎت ﻗﺪرة‬:‫اﳊﻤﻞ اﻟﺰاﺋﺪ ﻟﻠﻤﻌﻠﻮﻣﺎت‬ ‫اﻟﻔﺮد ﻋﻠﻰ اﳌﻌﺎﳉﺔ‬ A condition in which information inflow exceeds an individual’s processing capacity. Organizational Behavior (HUR 212) ( ‫ﻣﻌﻮﻗﺎت اﻟﺘﻮاﺻﻞ اﻟﻔﻌﺎل ) ﺗﺎﺑﻊ‬ Barriers to Effective Communication (cont’d) ‫ إن ﻣﺎ ﻳﺸﻌﺮ ﺑﻪ اﳌﺘﻠﻘﻲ ﰲ وﻗﺖ اﺳﺘﻼم اﻟﺮﺳﺎﻟﺔ‬:‫اﻟﻌﻮاﻃﻒ‬ ‫ﺳﻴﺆﺛﺮ ﻋﻠﻰ ﻛﻴﻔﻴﺔ ﺗﻔﺴﻴﺮ اﻟﺮﺳﺎﻟﺔ‬ Emotions How a receiver feels at the time a message is received will influence how the message is interpreted. Language ‫ اﻟﻜﻠﻤﺎت ﻟﻬﺎ ﻣﻌﺎﻧﻲ ﻣﺨﺘﻠﻔﺔ ﻷﺷﺨﺎص ﻣﺨﺘﻠﻔﲔ‬: ‫ﻟﻐﺔ‬ Words have different meanings to different people. Communication Apprehension‫قلق‬ Undue tension and anxiety about oral communication, written communication, or both. Organizational Behavior (HUR 212) ‫ اﻟﺘﻮﺗﺮ واﻟﻘﻠﻖ ﻏﻴﺮ اﳌﺒﺮر‬:‫اﻟﻘﻠﻖ ﰲ اﻟﺘﻮاﺻﻞ‬ ‫ﺑﺸﺄن اﻟﺘﻮاﺻﻞ اﻟﺸﻔﻬﻲ أو اﻟﻜﺘﺎﺑﻲ أو ﻛﻠﻴﻬﻤﺎ‬ ‫اﻟﺼﻤﺖ ﻛﻮﺳﻴﻠﺔ ﺗﻮاﺻﻞ‬ Silence as Communication  Absence of speech or noise: ‫اﻟﺼﻤﺖ ﻛﻮﺳﻴﻠﺔ ﺗﻮاﺻﻞ ﻏﻴﺎب اﻟﻜﻼم أو اﻟﻀﻮﺿﺎء‬ – Powerful form of communication ‫ﺷﻜﻞ ﻗﻮي ﻣﻦ اﻟﺘﻮاﺻﻞ ﳝﻜﻦ أن ﺗﺸﻴﺮ‬ – Can indicate • Thinking ‫اﻟﺘﻔﻜﻴﺮ‬ ‫اﻟﻐﻀﺐ‬ • Anger • Fear ‫ﻳﺨﺎف‬ – Watch for gaps, pauses, & hesitations in conversations ‫اﻧﺘﺒﻪ ﻟﻠﻔﺠﻮات واﻟﺘﻮﻗﻔﺎت واﻟﺘﺮددات ﰲ اﶈﺎدﺛﺎت‬ Organizational Behavior (HUR 212)