CHAPTER 3

COMMUNICATION
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CHAPTER CONTENTS
Section 1. Section 2. Section 3. Definition And Purpose Of Communication Process Of Interpersonal Communication Interpersonal Communicationcommunication Style Based On Language Interpersonal Communicationcommunication Style Based On Body Language Organize Communication

Section 4.

Section 5.

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.

(3.1) MANAGERIAL WISDOM: EMPATHY: PAY

ATTENTION TO CONNOTATION INSTEAD OF WORDS ONLY

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? You look 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.
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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.

(3.2)

MANAGERIAL WISDOM: PUT YOURSELF IN OTHERS PLACE DURING COMMUNICATION

Pronunciation of business is biznis

Remark
The U in the word business is pronounced as I, while the I is 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.

DISTRIBUTION OF THE COMMUNICATION ACTIVITY BY (HENRY MINT BERG, 1973)

22%

Arranged meetings 3% 10% 59% Non-arranged meeting On tour Surface work

SECTION 1. DEFINITION AND PURPOSE OF COMMUNICATION

(3.3)MANAGERIAL WISDOM:
COMMUNICATION BY UNDERSTANDING
The bell of Lins home is broken, so he calls the plumber to repair it. 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 for several times, pressing the door bell for a long time, but nobody come to answer!

Remark
Communication without understanding, is saying without hearing.
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1.1 THE DEFINITION OF THE 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 PURPOSE OF THE 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) MANAGERIAL WISDOM: THE PEACE COMES FROM

THE COMMUNICATION

Gu Zhengfu said when he met Jiang Zeming (The President of 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 kindred spirit 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.

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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 ) MANAGERIAL WISDOM: PEACE COMES FROM

THE COMMUNICATION

A lieutenant colonel of the air force, who is anticipating to get a promotion for years. One day, he is suddenly told that he is already 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 hat while 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 ) MANAGERIAL WISDOM CONT.

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?

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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 observe things, 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 INTERPERSONAL COMMUNICATION

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(3.6)MANAGERIAL WISDOM

The information receiver is the key to determine whether the communication 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.
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Remark
In the process of carrying out communication, the information receiver 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 on one or more receivers, such as the language, writing, body language, tone or the action and other information

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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 how hard the sender tries.

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2.2 NOISE

Noise is also known as harassment, barriers, interference or distortion 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 the interference 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.

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2.3 TWO WAY COMMUNICATION

One-way communication is the process to inform, while the two-way communication 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) MANAGERIAL WISDOM: THE HISTORY OF HUMAN

CIVILIZATION, THAT IS, THE HISTORY OF COMMUNICATION

The three elements of civilization are:

the thinking, language and letter.

Remark

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.

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SECTION 3. INTERPERSONAL COMMUNICATION THE COMMUNICATION WAY OF THE VERBAL LANGUAGE

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(3.8) MANAGERIAL WISDOM:

JUDGE OTHERS AS YOU WOULD LIKE TO BE JUDGED BY
OTHERS
A wife

was in the kitchen cooking, her husband has been nagging on the side: "Hurry up put some oil, the pot will soon burn up! Careful! The fire is too big, and will soon burn! Quickly turn the fish over; quick shovel up! The vegetables have been 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 you are 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 willing to 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 from saying.

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) MANAGERIAL WISDOM: ASSIST TO REMEMBER

WITH THE PAPER AND THE PEN RECORDING

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 week later, 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 while reviewing 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 be recorded point or inspiration at any time. It will soon pass away the share of the sudden, such as the flash cognitive or inspiration.

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3.1.1 THREE LEVEL OF LISTENING

I am here (with the body)

I am listening (with heart)

I am listening with my heart (empathy)

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(3.10) MANAGERIAL WISDOM: THINKING IN THE

OTHERS POSITION (LISTENING WITH EMPATHY)

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".

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3.1.2 THE SKILLS TO IMPROVE LISTENING

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. 2.

3.
4.

To maintain eye contact To show the affirmative nod and appropriate facial expressions To propose a question To repeat: "You mean ...!

b) Three Do not
1. 2. 3.

Do not distracted movement or posture Do not interrupt the speaker Do not say too much

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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 this semester the class will has plus 50 scores." Then, everyone cheers unanimously! Then the teacher added: "Because there are 50 people in our 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.

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(3.12) MANAGERIAL WISDOM: SPEAKING MASTER

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 best understand 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.

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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 speaking

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(3.13) MANAGERIAL WISDOM: HUMOR IS A GOOD

RECIPE TO SOLVE EMBARRASSMENT

The wife of the ancient Greek philosopher Socrates is a badtempered 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 splash over 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 know it must rain after thunder!" After hearing it, they cannot help but laugh, and his wife also shamefully goes out.
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REMARK

The value of intelligence is teaching people to laugh at himself. In the real life, taking your own weaknesses or errors to make a joke (Do not take other people's weaknesses or wrongs for the 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) MANAGERIAL WISDOM: FLEXIBLY USE THE

SECOND FOREIGN LANGUAGE
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 THE TYPES OF CONVERSATION

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.

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(3.15) MANAGERIAL WISDOM: ACCIDENTAL

RESPONSE

A hotel manager asks recruits in oral test: "When you inadvertently 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 THE MENTALITY TYPE OF THE SPEAKING

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 manner

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(3.16)MANAGERIAL WISDOM: SPEAKING LIES IN

SUITING TO THE OCCASION

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!

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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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A. Complementary conversion
Supervisor Subordinate

B. Crossing conversion
Supervisor Subordinate

P
Stimuli

P
Reaction

A
Reaction

A
Stimuli

Figure 3.3. Complementary and crossing conversion

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(3.17) MANAGERIAL WISDOM: WORDS LIE IN

SUITABLE NOT MANY

Once a time, Zuchancz asked his teacher Mozi, Does it have benefits to say much? Mozi answered, Toad, frog and fly cry day 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.

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3.3 WRITING

Written communication is physical evidence for its words are abiding. 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 ORDER OF WRITING

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.
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3.3.2. PRINCIPLE OF WRITING

Clearly: Modern people usually dont like read difficult letters and 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.

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(3.18)MANAGERIAL WISDOM: 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.

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SECTION 4. INTERPERSONAL COMMUNICATION COMMUNICATION METHOD OF BODY LANGUAGE

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(3.19) MANAGERIAL WISDOM: MEANING OF SOUND

After

supper, mother and daughter were washing bowls and dishes together, while father and son were watching TV in the living 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 by mother. How do you know? Because mother didnt naming.
Remark

Thinking and judging carefully can grasp conditions easily.

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(3.20)MANAGERIAL WISDOM: THE MOST USUAL AND

IMPORTANT COMMUNICATION IS FACE-TO-FACE EXPRESSIONS AND ACTIONS

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 and accepted 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

TALK

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 was decisive when answering my questions, which means he has good manner and decision. Other people straddled over the book I put on the floor intentionally, 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 notice didnt 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. How well 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.

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1. 2. 3. 4.

4.1 The Distance between Parties Standing

In distance of a fist In distance of about 60 cm In distance of about 60~120 cm 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 of lying. Knocking table with hands: means No.
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(3.22) MANAGERIAL WISDOM: BODY LANGUAGE

Three intellects writer went capital to take party in test. There was 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!

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(3.23) MANAGERIAL WISDOM: MEET HIS NEED

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 was pulling neck of calf in the front and Emerson was pushing in the back. However, the more power they used, the more persistence the calf 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 sucking breast 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 shows obvious 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 or negative attitudes.
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(3.24) MANAGERIAL WISDOM: BODY LANGUAGE

King Hun who is one of five overlords of Spring and Autumn consulted punitive expedition secretly with Guan Zhong for disobedience 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 after returning 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?

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(3.24) MANAGERIAL WISDOM CONT.

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.

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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) MANAGERIAL WISDOM: STARE GAME

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 with other 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 of caress and concern. So it is uneasy to communicate between dog and cat for the body language they use is different

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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 can accept 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.

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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 your subject. 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.

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(3.26) MANAGERIAL WISDOM : MAKING MILK WITH

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 heart carelessly.
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(3.27) MANAGERIAL WISDOM: MAKING MILK WITH

FOOT

Two candidates of public office went to factory to solicit votes at 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.

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(3.28) MANAGERIAL WISDOM: LISTEN WITH HUMILITY

A young monk was not convinced with masters criticisms (such as sleeping late, not working hard and doing things without 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) MANAGERIAL WISDOM CONT.

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

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 as houses 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 cup every 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) MANAGERIAL WISDOM: BRINGING YOURSELF

DOWN CAN BE BETTER COMMUNICATION

Year of 763, Uighur and Tibet invaded China, and captured the capital, Chang'an. Under emergency, the courtyard 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 took off armor, and enter the camp of Uighur deeply by himself. Leader of Uighur who had once been with Guo Ziyi for many 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.

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REMARK

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 have dignity 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 last

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DIVISIONS OF COMMUNICATION SYSTEM OF

ORGANIZATION C

Downward Communication
Upward Communication

Horizontal Communication
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(3.30)MANAGERIAL WISDOM: DIFFERENT 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.

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5.1 Downward Communication System

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. 2. 3. 4.

Subordinate activities Subordinate working problems Improve suggestion and imagination Subordinate the feeling of work

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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.

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(3.30)MANAGERIAL WISDOM: DIFFERENT

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.

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BRIDGE-SHAPED COMMUNICATION
C.E.O

V.P. of Product

V.P. of Sales

Production Manager

Sales Manager

Quality Control

Supervisor

International Marketing Supervisor

Production Staff

Salesman

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(3.31)MANAGERIAL WISDOM: DO NOT IGNORE

THE GRAPEVINE

Rumors research (Hershey, 1966): Nine of these thirty rumors were confirmed fully consistent with the fact later, and five of these are partly correct.

Remark

Informal communications of grapevines are impossible to root 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 Respiratory Syndrome) 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.

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5.4 GRAPEVINES FROM INFORMAL COMMUNICATION CHANNELS

Grapevine is the informal communication channel that is combined 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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END OF CHAPTER 3

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