《管理英语4》Unit 2 Reading 2

导语

沟通不是一件简单的事情，任何一个环节的失败，都会导致沟通无效。下面我们一起了解几种典型的沟通失败，有则改之无则加勉。

结合下面的图示，你能举一个实例说明你是如何沟通的吗？

好的交流可以增进理解，沟通不力会使我们倍感挫败，咱们去认识它，远离它。

Communication Failure

沟通失败

The meaning of “communication” goes a lot deeper than people often think. Communication is about conceiving, sending, receiving, and interpreting messages as well as confirming reception of these messages. A failure at any point in this chain can result in ineffective communication.

沟通的含义比人们通常理解的要更深刻。沟通是关于信息的构思、传输、接收和理解，以及确认这些信息的送达。在这个链条上的任何一个环节出现失误都会导致沟通无效。

Ineffective communication can be disastrous. There is a famous story of a British Army Commander who sent the message “Send reinforcements, we're going to advance. ” back to his Command Center, through a long chain of subordinates. When the message finally reached the Command Center, it had become “Send three and four-pence, we're going to a dance. ”

 The reinforcements never arrived.

无效沟通可能带来严重的损失。有个很著名的关于一位英国陆军司令的故事，他通过多级下属向他的指挥中心发出消息“请派援军，我们的部队要往前推进”。当这条消息最终传到指挥中心的时候，变成了“送三四便士来，我们要去跳舞”。援军始终没有到达。

You can demonstrate this same principle, albeit on a less dramatic scale, by trying to play Chinese Whispers with more than 20 people.

 It is highly unlikely the same message you started with will be the one you end with.

通过和20多人玩中国耳语游戏，你可以证明同样的道理，尽管后果没有那么严重。游戏开始时传递的信息几乎不可能和游戏结束时得到的信息相同。

In a business, there are three main types of communication failure. Each has its own indicative signs.

在商业活动中，有三类主要的沟通失败。每一类都有独特的指示标志。

The first type is known as allocative failure. This occurs when a firm is not gathering enough intelligence about its market or (most often), the information is not reaching the right points. The firm will not be allocating resources in step with the shifts in demand.

 If demand is rising but the firm is suffering from allocative communication failure, then stocks will fall and there will be understaffing. If the inverse happens, there will be a surplus of stocks and overstaffing.

第一类被称作资源配置失败。当一个公司没有得到足够的市场情报（大多数情况下是这样），或者这些情报没有被送到正确的地方时，这种失败就会发生。公司在配置资源时，跟不上需求的变化。如果需求持续增加而公司正经历资源配置沟通方面的失误，那么库存将下降并且出现人手不足的状况。如果相反的情况发生，将会出现库存增加和人员过剩的情况。

The second type is executive failure, where communication to trigger specific events/actions is either late, lacking or in error.

 The symptoms of this are a general loss of direction in the company or departments, a loss of co-ordination and an increase in complaints from customers as things happen late or not at all.

第二种类型是执行层面的失败。这种失败是指激励具体事项或行动的沟通要么来得太迟，要么缺失，要么是错误的。出现这类失败的情形表现为，公司或多个部门普遍失去了发展方向和缺少合作，由于反应迟缓或完全没有反应，造成越来越多的客户投诉。

The final type is human failure. This occurs when the general culture of a business or the relationships between particular individuals or departments do not foster effective communication. This leads to alienated staff, an increase in staff turnover, an increase in absenteeism and general frustration among staff.

 Creativity, especially that which takes place across departmental boundaries, is likely to suffer hugely as team synergy slips.

最后一种类型是人事层面的失败。当一个企业的总体文化，或是特定个人或部门之间的关系不能增进有效沟通的时候，这种失败就会发生。这会导致员工离心离德，增加员工更替率，助长旷工现象，也会在员工中造成普遍的挫败感。创造力，尤其是跨越部门界限体现出的创造力，可能由于团队协作能力的下降而受到很大冲击。

Workplace Tip

Body Language（肢体语言）