管理学（英文版全套课件）.ppt

Communication Process The Communication Flow in the Organization Downward communication Upward communication Horizontal communication Crosswise communication What is the Function of an Ombudsperson? An ombudsperson investigates employees concerns and provides a valuable upward communication link to enhance effective upward communication. Barriers and Breakdowns in Communication Lack of planning Poorly expressed messages Unclarified assumptions Semantic distortion Poor listening and premature evaluation Power distance between sender and receiver Distrust, threat, and fear Information overload Communication barriers in the international environment Guidelines for Improving Communication Clarify the purpose of the message Use intelligible encoding Consult others’ views Consider receiver’s needs, emotions and motivations Use appropriate tone and language and ensure credibility Get feedback Listen: a key to understanding The Basic Control Process Establishing standards Standards are criteria of performance Measuring performance against these standards Correcting variations from standards and plans Chapter 18 The Basics of Controlling What is Controlling? (P.418) Controlling is the measurement and correction of performance in order to make sure that enterprise objectives and the plans devised to attain them are being accomplished. The Basic Control Process (P. 418) Establishing standards Standards are criteria of performance Measuring performance against these standards Correcting variations from standards and plans What is Benchmarking? An approach for setting goals and productivity measures based on best-industry practices. Types of Control Feed-back control Real-time inform control Feed-forward control Control Techniques Control of overall performance Financial control Profit and loss control Control through return on investment Budget Management audits and accounting firms Bureaucratic and clan control Program evaluation and review technique (PERT) * see