ผู้เขียน : Stephen Covey
กฎนี้จะทำให้ชีวิตของคุณเปลี่ยนไป (อย่างน้อยที่สุดก็ในเรื่องที่คุณมีปฏิกริยาต่อสิ่งที่เกิดขึ้นทั้งหลาย)
กฎนี้ว่าอย่างไรล่ะ? ชีวิตของคุณประกอบไปด้วยสิ่งที่เกิดขึ้นกับตัวคุณแค่ 10% แต่อีก 90%ของชีวิตคุณขึ้นอยู่กับว่าคุณมีปฎิกริยาตอบสนองต่อเหตุการณ์ต่างๆอย่างไร
มันหมายความว่าอย่างไรกันล่ะ? เราไม่สามารถจะควบคุมสิ่งต่างๆ 10% ที่มันเกิดขึ้นกับเราได้
เราไม่สามารถห้ามไม่ให้รถเสียได้ เราห้ามไม่ให้เครื่องบินถึงช้ากว่าตารางที่กำหนดไม่ได้ – ซึ่งจะทำให้ตารางกำหนดการต่างๆของเรายุ่งเหยิงไปหมด เราห้ามไม่ให้คนอื่นๆ ขับรถปาดหน้ารถเราไม่ได้ สิ่งเหล่านี้ เราไม่สามารถควบคุม เจ้า 10% นี้ได้ แต่เจ้า 90% นี่สิ...มันต่างกัน คุณสามารถกำหนดเจ้า 90% ที่เหลือได้
ทำได้ยังไงกัน? ...ก็โดยที่เรามีปฎิกริยาตอบสนองต่อสิ่งต่างๆไงล่ะ
คุณไม่สามารถควบคุมไฟสัญญาณจราจรได้ แต่คุณสามารถควบคุมตัวคุณให้ตอบสนองต่อสัญญาณไฟจราจรได้ อย่าให้ใครมาหลอกคุณได้ ตัวคุณสามารถควบคุมได้ว่าตัวคุณจะแสดงปฎิกริยาออกมาอย่างไร
ลองดูตัวอย่างครับ
คุณกำลังทานอาหารเช้ากับครอบครัวอยู่ ลูกสาวบังเอิญปัดถ้วยกาแฟหกใส่เสื้อทำงานของคุณ คุณไม่สามารถควบคุมสิ่งที่ได้เกิดขึ้นไปแล้ได้
แต่สิ่งที่จะเกิดขึ้นต่อไปจะเป็นผลจากการที่ท่านแสดงปฎิกริยาออกไปอย่างไร ท่านสถบ ท่านดุลูกสาวอย่างเกรี้ยวกราดที่ทำกาแฟหก ลูกสาวร้องไห้ด้วยความเสียใจ หลังจากที่ได้ดุลูกไปแล้ว คุณหันไปที่ภรรยาแล้วต่อว่าที่เธอวางถ้วยกาแฟไว้ใกล้ขอบโต๊ะมากเกินไป ต่อมาก็เป็นการทุ่มเถียงกัน แล้วคุณก็รีบขึ้นไปห้องชั้นบนเพื่อเปลี่ยนเสื้อตัวใหม่ จากนั้นก็กลับลงมาชั้นล่างแล้วก็พบว่าลูกสาวยังร้องไห้ไม่เลิก ก็เลยทานอาหารเช้าไม่เสร็จ พอรถโรงเรียนมารับ เธอก็ออกไปไม่ทันรถโรงเรียนที่มารับ ภรรยาคุณต้องรีบไปที่ทำงานแต่เช้าวันนี้ คุณเลยต้องรีบออกรถเพื่อไปส่งลูกสาวก่อน เพราะว่าออกจากบ้านสายคุณก็เลยต้องรับ คุณขับรถ 60 ก.ม. ต่อชั่วโมง ในเขตในเมืองที่ไม่ควรขับเร็วกว่า 40 ก.ม. ต่อชั่วโมง หลังจากที่สายไป 15 นาที และเสียค่าปรับให้ตำรวจไปแล้ว ในที่สุดก็ถึงโรงเรียน ลูกสาวก็วิ่งเข้าโรงเรียนโดยที่ไม่ได้สวัสดีลา พอมาถึงที่ทำงานสายไป 20 นาที ก็นึกได้ว่าาลืมกระเป๋าเอกสารไว้ที่บ้าน การทำงานก็เริ่มต้นด้วยความขรุกขระ เวลาผ่านไป ก็ยิ่งแย่ลงเรื่อยๆ ก็ได้แต่ตั้งหน้าตั้งตารอให้ถึงเวลาเลิกงาน เมื่อคุณกลับมาถึงบ้าน ก็พบว่าความสัมพันธ์ของคุณกับลูกสาวและภรรยามีรอยร้าวซะแล้ว
เกิดอะไรขึ้นล่ะ?...ก็เพราะสิ่งที่คุณแสดงปฎิกริยาออกไปเมื่อเช้านี้ไงล่ะ ทำไมคุณถีงมีวันอะไรที่เฮงซวยอย่างนี้?
ก กาแฟทำให้มันเกิดขึ้นหรือเปล่า
ข ลูกสาวทำให้เป็นอย่างนี้หรือ
ค ตำรวจทำหรือไม่
ง คุณทำให้มันเป็นเองไม่ใช่หรือ
คำตอบที่ถูกต้อง คือ ข้อ ง
คุณไม่สามารถควบคุมอะไรได้กับการที่กาแฟหก แต่ว่าสิ่งที่คุณแสดงปฎิกริยาตอบสนองภายใน 5 วินาทีต่อสิ่งที่เกิดขึ้นนั่นแหละที่ทำให้คุณเจอกับวันที่เฮงซวย นี่เป็นสิ่งที่น่าจะเกิดขึ้น และ ควรจะเกิดขึ้น กาแฟหกใส่คุณ ลูกสาวกำลังหน้าเบ้จะร้องไห้ คุณพูดอย่างนุ่มนวลว่า “ไม่เป็นไรจ้า คราวหน้าหนูระวังๆหน่อยนะ” คุณเอื้อมมือไปหยิบกระดาษมาเช็ดแล้ววิ่งขึ้นชั้นบนไป คุณลงมาชั้นล่างหลังจากเปลี่ยนเสื้อตัวใหม่พร้อมกับหิ้วกระเป๋าเอกสารติดมาด้วย ทันเวลาที่มองลอดหน้าต่างไป เห็นลูกกำลังจะไปขึ้นรถโรงเรียน เธอหันกลับมาโบกมือลาพร้อมสวัสดี คุณไปถึงที่ทำงานก่อนเวลา 5 นาทีแล้วมีเวลาทักทายคนโน้นคนนี้ด้วยอารมณ์ที่สดชื่น เจ้านายออกปากว่าคุณต้องมีอะไรดีแน่เลยวันนี้ถึงได้อารมณ์แจ่มใส
เห็นความแตกต่างไหมครับ?
เหตุการณ์จำลอง 2 แบบ ทั้งคู่เริ่มต้นเหมือนกัน แต่จบลงต่างกัน
ทำไมล่ะ?
เพราะสิ่งที่คุณแสดงปฎิกริยาตอบสนองออกไปไงล่ะ คุณไม่มีทางที่จะควบคุมเจ้า 10% ของสิ่งต่างๆที่เกิดขึ้นกับตัวคุณได้ แต่อีก 90% น่ะขึ้นอยู่กับการแสดงปฎิกริยาตอบสนองของคุณออกไปยังไงล่ะ
ลองมาดูวิธีต่างๆที่จะนำกฎ 90/10 ไปใช้ ถ้าหากมีใครบางคนพูดจาที่ทำให้คุณเสียหาย ก็อย่างทำตัวเป็นฟองน้ำล่ะ (รับเอาสิ่งเหล่านั้นเข้าตัว) จงปล่อยให้มันไหลไปซะเถอะ เหมือนน้ำที่ไม่ติดอยู่บนแผ่นแก้วนั่นแหละ จงอย่าปล่อยให้คำพูดกล่าวร้ายทำให้คุณประสาทเสียซะล่ะ ตอบสนองให้ดีแล้วสิ่งทั้งหลายจะไม่มีวันทำให้คุณเจอกับวันเฮงซวยได้ การมีปฎิกริยาตอบสนองที่ผิดพลาด อาจทำให้เสียเพื่อน โดนไล่ออกจากงาน ประสาทเสีย และอื่นๆ คุณมีปฎิกริยาตอบสนองอย่างไรหากมีคนขับรถปาดหน้ารถคุณ? คุณเกิดอารมณ์ฉุนเฉียวหรือเปล่า เอามือทุบพวงมาลัยพร้อมด่าแม่มันในใจใช่ไหม? เพื่อนของผมคนหนึ่งเคยทำพวงมาลัยรถหลุด... คุณสถบ ตะโกนด่าหรือไม่? เลือดของคุณสูบฉีดปรีดจนเส้นเลือดบนหน้าผากโป่งเลยหรือเปล่า? คุณพยายามหรือแกล้งขับรถไปเฉี่ยวรถคันนั้นจริงๆหรือไม่? ใครสนล่ะ หากคุณไปทำงานสาย 10 วินาที ทำไมปล่อยให้รถเนี่ยมีบทบาทต่อการขับรถของคุณล่ะ
กรุณาจำกฎ 90/10 ให้ขึ้นใจ แล้วไม่ต้องไปสนใจมัน ถ้าเขาแจ้งคุณว่าคุณถูกให้ออกจากงาน ทำไมจะต้องหงุดหงิดและนอนไม่หลับด้วยล่ะ มันก็จะลงตัวเองล่ะ แทนที่จะเสียเวลาและกำลังไปกับการกังวลก็ให้ประหยัดพลังและเวลาเอาไว้ใช้หางานใหม่ไม่ดีกว่าหรือ
เครื่องบินมาถึงที่หมายช้ากว่ากำหนดการ; มันก็อาจทำให้กำหนดการทั้งวันของคุณยุ่งเหยิงไปหมด ทำไมคุณถึงไปปล่อยอารมณ์บูดใส่พนักงานต้อนรับบนเครื่องบินล่ะ พวกเขาไม่ได้เป็นคนควบคุมให้เครื่องบินมาตรงเวลาได้ซะหน่อย ทำไมไม่ใช้เวลาทำความรู้จักกับผู้โดยสารคนอื่นๆล่ะ ทำไมจะต้องเครียดด้วย นั่นยิ่งทำให้สิ่งต่างๆแย่ลงไปกว่าเดิมอีก ตอนนี้ พวกคุณรู้เรื่อง กฎ 90/10 แล้ว นำกฎนี้ไปใช้แล้วคุณจะปลาดใจกับสิ่งดีๆที่ได้รับ ท่านจะไม่เสียอะไรเลย ถ้าท่านลองใช้กฎนี้ กฎ 90/10 นี่ยอดเยี่ยมากเลย มีคนจำนวนไม่มากที่รู้จักและนำกฎนี้ไปใช้
ผลล่ะเป็นอย่างไร?
คนหลายล้านที่มีปัญหาจากความเครียด การฟ้องร้อง ปัญหาต่างๆ และเรื่องกวนใจ เราทั้งหมดต้องเข้าใจและนำกฎ 90/10 ไปใช้
กฎนี้สามารถทำให้ชีวิตของคุณเปลี่ยนไปได้
Business: Top7 or 10 Tips Articles from EzineArticles.com
5.14.2007
5.12.2007
Near infrared spectroscopy
From Wikipedia, the free encyclopedia
Near infrared spectroscopy (NIRS) is a spectroscopic method utilising the near infra-red region of the electromagnetic spectrum (from about 800 nm to 2500 nm). Typical applications include pharmaceutical, medical diagnostics (including blood sugar and oximetry), food and agrochemical quality control, as well as combustion research.
Near-infrared spectroscopy is based on molecular overtone and combination vibrations. Such transitions are forbidden by the selection rules of quantum mechanics. As a result, the molar absorptivity in the near IR region is typically quite small. One advantage is that NIR can typically penetrate much farther into a sample than mid infrared radiation. Near infrared spectroscopy is therefore not a particularly sensitive technique, but it can be very useful in probing bulk material with little or no sample preparation.
The molecular overtone and combination bands seen in the near-IR are typically very broad, leading to complex spectra; it can be difficult to assign specific features to specific chemical components. Multivariate (multiple wavelength) calibration techniques (e.g., principal components analysis or partial least squares) are often employed to extract the desired chemical information. Careful development of a set of calibration samples and application of multivariate calibration techniques is essential for near infrared analytical methods
Instrumentation for near-IR spectroscopy is similar to instruments for the visible and mid-IR ranges. There is a source, a detector, and a dispersive element (such as a prism, or more commonly a diffraction grating) to allow the intensity at different wavelengths to be recorded. Fourier transform instruments using an interferometer are also common, especially for wavelengths above ~1000 nm. Depending on the sample, the spectrum can be measured in transmission or in reflection.
Common incandescent or quartz halogen light bulbs are most often used as broadband sources of near infrared radiation for analytical applications. Light-emitting diodes (LEDs) are also used; they offer greater lifetime and spectral stability and reduced power requirements.[1].
The type of detector used depends primarily on the range of wavelengths to be measured. Silicon-based CCDs are suitable for the shorter end of the NIR range, but are not sufficiently sensitive over most of the range. InGaAs and PbS devices are more suitable.
Many commercial instruments for UV/vis spectroscopy are capable of recording spectra in the NIR range (to perhaps ~900 nm). In the same way, the range of some mid-IR instruments may extend into the NIR. In these instruments the detector used for the NIR wavelengths is often the same detector used for the instrument's "main" range of interest
Near infrared spectroscopy (NIRS) is a spectroscopic method utilising the near infra-red region of the electromagnetic spectrum (from about 800 nm to 2500 nm). Typical applications include pharmaceutical, medical diagnostics (including blood sugar and oximetry), food and agrochemical quality control, as well as combustion research.
Near-infrared spectroscopy is based on molecular overtone and combination vibrations. Such transitions are forbidden by the selection rules of quantum mechanics. As a result, the molar absorptivity in the near IR region is typically quite small. One advantage is that NIR can typically penetrate much farther into a sample than mid infrared radiation. Near infrared spectroscopy is therefore not a particularly sensitive technique, but it can be very useful in probing bulk material with little or no sample preparation.
The molecular overtone and combination bands seen in the near-IR are typically very broad, leading to complex spectra; it can be difficult to assign specific features to specific chemical components. Multivariate (multiple wavelength) calibration techniques (e.g., principal components analysis or partial least squares) are often employed to extract the desired chemical information. Careful development of a set of calibration samples and application of multivariate calibration techniques is essential for near infrared analytical methods
Instrumentation for near-IR spectroscopy is similar to instruments for the visible and mid-IR ranges. There is a source, a detector, and a dispersive element (such as a prism, or more commonly a diffraction grating) to allow the intensity at different wavelengths to be recorded. Fourier transform instruments using an interferometer are also common, especially for wavelengths above ~1000 nm. Depending on the sample, the spectrum can be measured in transmission or in reflection.
Common incandescent or quartz halogen light bulbs are most often used as broadband sources of near infrared radiation for analytical applications. Light-emitting diodes (LEDs) are also used; they offer greater lifetime and spectral stability and reduced power requirements.[1].
The type of detector used depends primarily on the range of wavelengths to be measured. Silicon-based CCDs are suitable for the shorter end of the NIR range, but are not sufficiently sensitive over most of the range. InGaAs and PbS devices are more suitable.
Many commercial instruments for UV/vis spectroscopy are capable of recording spectra in the NIR range (to perhaps ~900 nm). In the same way, the range of some mid-IR instruments may extend into the NIR. In these instruments the detector used for the NIR wavelengths is often the same detector used for the instrument's "main" range of interest
5.10.2007
เริ่มแล้วนะ....
องค์กรของเราก็เริ่มเดินไปในทิศทางที่อื่น ๆ เป็นเหมือนกัน นี่เป็นครั้งแรก ที่มีการแบ่งปันความรู้กัน อย่างเป็นทางการ ตื่นเต้นกันมาก ทั้งคนที่จะพูด และรับฟัง แต่ถือว่าเป็นโอกาสที่ดีที่ได้เริ่ม โดยเฉพาะกับบางคน ที่ทำงานมานานนับเป็นสิบปี แต่นี่เป็นครั้งแรกของการมีโอกาสได้รับความรู้ และได้เจอกับเพื่อน ๆ ที่บางคนได้รู้จักกันแต่เสียง แต่ไม่เคยเจอหน้า ก็ต้องขอบคุณเจ้านายที่ทำให้เกิดงานนี้ขึ้น ก็มีความสุขกันไปอีกแบบ แล้วจะมาเล่าใหม่นะ.......
Knowledge Sharing Effort
From Wikipedia, the free encyclopedia
The Knowledge Sharing Effort (KSE) was initiated in 1990 by the Defense Advanced Research Projects Agency, an agency of the United States Department of Defense. It enjoyed the participation of dozens of researchers from both academia and industry. Its goal was to develop techniques, methodologies and software tools for knowledge sharing and knowledge reuse, at design, implementation, or execution time. The central concept of the KSE was that knowledge sharing requires communication, which in turn, requires a common language; the KSE focused on defining that common language. In the KSE model, software systems are viewed as (virtual) knowledge bases that exchange propositions using a language that expresses various complex attitudes (e.g., believing, asserting, wondering, desiring, etc.) about these propositions.
Although software agents were not part of the original KSE vocabulary the conceptual break-down of the "common language problem" was quickly recognized as applicable to the multiagent systems paradigm. Expressions in a given agent's native language should be understood by some other agent that uses a different implementation language and domain assumptions. So, the first layer is that of (syntactic) translation between languages in the same family (or between families) of languages. An other layer is concerned with guaranteeing that the semantic content of tokens is preserved among applications; in other words, the same concept, object, or entity has a uniform meaning across applications even if different "names" are used to refer to it. Every agent incorporates some view of the domain (and the domain knowledge) it applies to. The technical term for this body of "background" knowledge is ontology.
A final layer addresses the communication between agents. This is not about transporting bits and bytes between agents; agents should be able to communicate complex "attitudes" about their information and knowledge content. Agents need to ask other agents, to inform them, to request their services for a task, to find other agents who can assist them, to monitor values and objects, and so on. Such functionality, in an open environment, can not be provided by a simple Remote Procedure Call (RPC) mechanism. Agents issue requests by specifying not a procedure but a desired state in a declarative language, i.e., in some Agent Communication Language. The KSE developed KQML, the Knowledge Quey and Manipulation Language, as a standard for peer to peer communication.
Within the KSE, these layers were viewed as independent of another. The ACL is only concerned with capturing propositional attitudes, regardless of how propositions are expressed. But still, propositions are what agents will be "talking" about. KIF, a particular logic language, was proposed within the KSE as a standard to use to describe things within computer systems, e.g., expert systems, databases, intelligent agents, etc. Moreover, it was specifically designed, within the context of the KSE, to make it useful as an interlingua. KIF is a prefix version of first order predicate calculus with extensions to support non-monotonic reasoning and definitions. The language description includes both a specification for its syntax and one for its semantics. Ontolingua and a variety of supporting tools, was the KSE "solution" to the problem of developing and maintaining ontologies. Researchers at Stanford's Knowledge Systems Laboratory developed a set of tools and services to support the process of achieving consensus on common shared ontologies by geographically distributed groups. These tools were built around Ontolingua, a language designed for describing ontologies with it, and make use of the world-wide web to enable wide access and provide users with the ability to publish, browse, create, and edit ontologies stored on an ontology server.
The Knowledge Sharing Effort (KSE) was initiated in 1990 by the Defense Advanced Research Projects Agency, an agency of the United States Department of Defense. It enjoyed the participation of dozens of researchers from both academia and industry. Its goal was to develop techniques, methodologies and software tools for knowledge sharing and knowledge reuse, at design, implementation, or execution time. The central concept of the KSE was that knowledge sharing requires communication, which in turn, requires a common language; the KSE focused on defining that common language. In the KSE model, software systems are viewed as (virtual) knowledge bases that exchange propositions using a language that expresses various complex attitudes (e.g., believing, asserting, wondering, desiring, etc.) about these propositions.
Although software agents were not part of the original KSE vocabulary the conceptual break-down of the "common language problem" was quickly recognized as applicable to the multiagent systems paradigm. Expressions in a given agent's native language should be understood by some other agent that uses a different implementation language and domain assumptions. So, the first layer is that of (syntactic) translation between languages in the same family (or between families) of languages. An other layer is concerned with guaranteeing that the semantic content of tokens is preserved among applications; in other words, the same concept, object, or entity has a uniform meaning across applications even if different "names" are used to refer to it. Every agent incorporates some view of the domain (and the domain knowledge) it applies to. The technical term for this body of "background" knowledge is ontology.
A final layer addresses the communication between agents. This is not about transporting bits and bytes between agents; agents should be able to communicate complex "attitudes" about their information and knowledge content. Agents need to ask other agents, to inform them, to request their services for a task, to find other agents who can assist them, to monitor values and objects, and so on. Such functionality, in an open environment, can not be provided by a simple Remote Procedure Call (RPC) mechanism. Agents issue requests by specifying not a procedure but a desired state in a declarative language, i.e., in some Agent Communication Language. The KSE developed KQML, the Knowledge Quey and Manipulation Language, as a standard for peer to peer communication.
Within the KSE, these layers were viewed as independent of another. The ACL is only concerned with capturing propositional attitudes, regardless of how propositions are expressed. But still, propositions are what agents will be "talking" about. KIF, a particular logic language, was proposed within the KSE as a standard to use to describe things within computer systems, e.g., expert systems, databases, intelligent agents, etc. Moreover, it was specifically designed, within the context of the KSE, to make it useful as an interlingua. KIF is a prefix version of first order predicate calculus with extensions to support non-monotonic reasoning and definitions. The language description includes both a specification for its syntax and one for its semantics. Ontolingua and a variety of supporting tools, was the KSE "solution" to the problem of developing and maintaining ontologies. Researchers at Stanford's Knowledge Systems Laboratory developed a set of tools and services to support the process of achieving consensus on common shared ontologies by geographically distributed groups. These tools were built around Ontolingua, a language designed for describing ontologies with it, and make use of the world-wide web to enable wide access and provide users with the ability to publish, browse, create, and edit ontologies stored on an ontology server.
Better Customer Service Knowledge
Author: Katherine Kidder
Corporate Communications and Communication Theory
There has been a shift in corporate communications to eitherdeny or forget communication theory as the fundamental key tounderstanding audiences. Communication theory provides the toolsfor corporate communicators to effectively provide two-waycommunication.
As the pendulum swings to focus on a more financially soundinstitutions, audiences are increasingly frustrated with thedecline in customer service. The organization's focus is onbottom line and "business", versus the priorities of thecustomers. The following are a few necessary theories that canhelp your organization better understand and serve their publics.
1. Understand that each individual is always shaped by fourelements.
People will make judgments based off of four characteristics:their culture and shared meanings, the nature of the episode orsituation, the relationship between them and the other(s)involved, and finally, how they view themselves. Therefore, asyou are communicating, understand the culture that they use tocommunicate so that you can better tailor your messages. Buildthe episode and situation of the communication to be as positiveas possible. Use your relationship with the audience member(s)to build a constructive environment to reinforce your concernfor their voice. And finally, encourage their self-worth.
2. Recognize that people make decisions to appear consistentwith their values and opinions.
Have you ever bought something and afterwards you felt guilty,overwhelmed or confused? These feelings are caused by aninconsistency with your behavior and thoughts.
Once an individual acts out against an organization they willcontinue to either shift their focus or their behavior so thatthey seem consistent to themselves.
This can be a harmful, yet helpful tool when communicating. Tryto offer an outlet of consistency for your publics, so that theydo not have to search or even turn on you to get it.
3. Remember that your publics are just as important to you asyou are to them.
Think of the Lion King and The Circle of Life. We shape eachother and need each other. No "man" or organization can be an"island unto himself." It is vital to remember that as wecommunicate we continue to shape and co-create with the othersaround us. As they speak, their words construct what we willsay. An organization can never forget how important they are totheir publics. And never quit letting your publics know howimportant they are to your organization.
4. Manage your audiences uncertainty levels.
It is becoming a consistent characteristic in people to haveskepticism for most all communication. Any time an organizationdoes something good for a community, there are always thequestions: What did they do? What are they trying to hide? Whatdo they want?
The thinker behind this theory, Charles Berger, suggests thatthere are eight key variables to explain uncertainty: verbaloutput, nonverbal warmth, information seeking, self-disclosure,reciprocity, similarity, liking and shared networks.
As your audience loses trust and faith in your organization theabove variables will be begin to shift. As they begin todecrease or turn negative, it is at the detriment of theorganization to try to manage these variables. As they begin toquestion your verbal output as too much or too little, continueto ask questions and provide for information for them to feelconnected. Demonstrate positive and consistent nonverbal warmth.Whether the setting is a press conference, a community meetingor other location. Smile and illustrate a confident and pleasantappearance.
These above insights are only a few effective, communicationtheory tools. An organization can not afford to mis-read orignore the importance of their audience members. It is moreimportant to take a little time investigating your audience andhow they communicate, than losing their trust and confidencebecause an organization cannot or will not communicate properly.
For more insight into Communication Theory, A First Look atCommunication Theory by Em Griffin can give you moreinformation. View http://www.InceptCorp.comwww.InceptCorp.com to start a cost-effective, communicationplan with your customers today.
About the author :Public Relations and Marketing Manager at Incept Corporation.Incept is a direct marketing firm in Canton, Ohio. We specializein developing marketing and communication resources forbusiness, agencies, call centers and blood banks
Corporate Communications and Communication Theory
There has been a shift in corporate communications to eitherdeny or forget communication theory as the fundamental key tounderstanding audiences. Communication theory provides the toolsfor corporate communicators to effectively provide two-waycommunication.
As the pendulum swings to focus on a more financially soundinstitutions, audiences are increasingly frustrated with thedecline in customer service. The organization's focus is onbottom line and "business", versus the priorities of thecustomers. The following are a few necessary theories that canhelp your organization better understand and serve their publics.
1. Understand that each individual is always shaped by fourelements.
People will make judgments based off of four characteristics:their culture and shared meanings, the nature of the episode orsituation, the relationship between them and the other(s)involved, and finally, how they view themselves. Therefore, asyou are communicating, understand the culture that they use tocommunicate so that you can better tailor your messages. Buildthe episode and situation of the communication to be as positiveas possible. Use your relationship with the audience member(s)to build a constructive environment to reinforce your concernfor their voice. And finally, encourage their self-worth.
2. Recognize that people make decisions to appear consistentwith their values and opinions.
Have you ever bought something and afterwards you felt guilty,overwhelmed or confused? These feelings are caused by aninconsistency with your behavior and thoughts.
Once an individual acts out against an organization they willcontinue to either shift their focus or their behavior so thatthey seem consistent to themselves.
This can be a harmful, yet helpful tool when communicating. Tryto offer an outlet of consistency for your publics, so that theydo not have to search or even turn on you to get it.
3. Remember that your publics are just as important to you asyou are to them.
Think of the Lion King and The Circle of Life. We shape eachother and need each other. No "man" or organization can be an"island unto himself." It is vital to remember that as wecommunicate we continue to shape and co-create with the othersaround us. As they speak, their words construct what we willsay. An organization can never forget how important they are totheir publics. And never quit letting your publics know howimportant they are to your organization.
4. Manage your audiences uncertainty levels.
It is becoming a consistent characteristic in people to haveskepticism for most all communication. Any time an organizationdoes something good for a community, there are always thequestions: What did they do? What are they trying to hide? Whatdo they want?
The thinker behind this theory, Charles Berger, suggests thatthere are eight key variables to explain uncertainty: verbaloutput, nonverbal warmth, information seeking, self-disclosure,reciprocity, similarity, liking and shared networks.
As your audience loses trust and faith in your organization theabove variables will be begin to shift. As they begin todecrease or turn negative, it is at the detriment of theorganization to try to manage these variables. As they begin toquestion your verbal output as too much or too little, continueto ask questions and provide for information for them to feelconnected. Demonstrate positive and consistent nonverbal warmth.Whether the setting is a press conference, a community meetingor other location. Smile and illustrate a confident and pleasantappearance.
These above insights are only a few effective, communicationtheory tools. An organization can not afford to mis-read orignore the importance of their audience members. It is moreimportant to take a little time investigating your audience andhow they communicate, than losing their trust and confidencebecause an organization cannot or will not communicate properly.
For more insight into Communication Theory, A First Look atCommunication Theory by Em Griffin can give you moreinformation. View http://www.InceptCorp.comwww.InceptCorp.com to start a cost-effective, communicationplan with your customers today.
About the author :Public Relations and Marketing Manager at Incept Corporation.Incept is a direct marketing firm in Canton, Ohio. We specializein developing marketing and communication resources forbusiness, agencies, call centers and blood banks
share learning project
Today we see many company have been change policy for enhance the competitive adventage, people are the most important and first piority to be developed .
The company can improve the quality of products , cost leadership, speed in service and solve problem for their customers or utilized the value chain all over organization.
All of them can success by people in organization.
How to work by team?
How to built the leadership?
How to drive concept " the customer centric " also share learning culture , inovation and manager focus on results or outcomes.
We know that every person has a unique personnality.An individual'spersonality is aset of relatively permanent and stable traits.Our personality influences the way we act and interactwith others.When we describe someone as worm ,open relaxed,or conservative,we're describing personality traits.An organization,too,has a personality,which we call its culture.
The company can improve the quality of products , cost leadership, speed in service and solve problem for their customers or utilized the value chain all over organization.
All of them can success by people in organization.
How to work by team?
How to built the leadership?
How to drive concept " the customer centric " also share learning culture , inovation and manager focus on results or outcomes.
We know that every person has a unique personnality.An individual'spersonality is aset of relatively permanent and stable traits.Our personality influences the way we act and interactwith others.When we describe someone as worm ,open relaxed,or conservative,we're describing personality traits.An organization,too,has a personality,which we call its culture.
Subscribe to:
Posts (Atom)
