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Chapter 11 Effective Communication and Total Quality

Anna Peterson Carlos Gutierrez Andrew Brown. Chapter 11 Effective Communication and Total Quality. With the help of…. What is Communication?. “The transfer of a message that is both received and understood” Transfer of message Idea Emotion Information Intent Feeling.

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Chapter 11 Effective Communication and Total Quality

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  1. Anna Peterson Carlos Gutierrez Andrew Brown Chapter 11Effective Communication and Total Quality

  2. With the help of…

  3. What is Communication? • “The transfer of a message that is both received and understood” • Transfer of message • Idea • Emotion • Information • Intent • Feeling

  4. Categories of Communication • Four categories • Dyadic • Small Group • Mass Communication • Public Speaking

  5. Important Key to Definition • No communication has occurred until message understood

  6. Effective Communication in Total Quality • Message is understood by all parties • When message is acted upon in desired manner

  7. Higher Order of Communication • Receiving • Understanding • Acting

  8. Managing Effective Communication • Persuasion • Motivation • Monitoring • Leadership

  9. Levels of Communication • One-on-one • Team (peer group) • Company-level • Community-level

  10. What is the Role of Communication in Total Quality? • We need to look at aspects of the Total Quality Concept • Customer Focus (listening and acting on their needs) • Listening • Asking • Observing • Probing

  11. Total Quality Concept CONT • Employee empowerment • Leadership • Inspire to make commitment • Teamwork • Everyone knows goals • How to accomplish them • Who is responsible • How everything fits together

  12. What is this about? http://www.youtube.com/watch?v=TzUxeCGGHnA&feature=PlayList&p=E00E6168C97AAE99&playnext_from=PL&playnext=1&index=68

  13. Total Quality Concept CONT • Decision Making • Problem prevention • Problem solving • Conflict resolution

  14. Communication Strategyfor TQS • Optimism • Consider all points of view • Be positive, honest, and consistent

  15. What is the Communication Process? • Message (What?) • Sender (From Who?) • Receiver (To Who?) • Medium (How?)

  16. Different Mediums for Communication • Verbal • Non-verbal (gestures and body language) • Written • Electronic

  17. Recognizing Inhibitors of Communication • Differences in meaning • Lack of trust • Information overload • Interference • Condescending tone • Poor listening skills • Premature judgments (of topic or people) • Inaccurate assumptions • Blame the messenger!

  18. Establishing a Conducive Communication Climate • DON’T do the following: • Be secretive and withdrawn • Vague • Ignore a good idea • Be like Michael Scott!

  19. Communication by Listening • Listening is very important, and many people have difficulty with it • “receiving the message, correctly decoding it, and accurately perceiving what it means.” • Why we don’t listen: lack of concentration, interruptions, preconceived ideas, thinking ahead, interference, tuning out

  20. Listening activity

  21. Listening CONT • Empathetic Listening- intent to understand the message and messenger • Don’t overtly/covertly ignore message • Pretenders • Responsive Listening- wanting to receive and affirm the message (Active, Alert, Vigilant, Sensitive, Creative)

  22. Using Nonverbal Communication Factors • Body Factors- how we use our body and how someone views it • Posture • Dress (Hygiene) • Gestures • Facial Expressions • Poses

  23. Voice Factors • Not just what we say, but how we say it • Volume • Pitch • Tone • Rate of speech

  24. Proximity Factors • Where are you when communicating? • Physical arrangements (inviting vs. intimidating) • Environment/fixtures in the room • Positions of people

  25. Communicating Verbally • Show interest (eye contact, but don’t be weird about it) • Be friendly (positive attitude) • Be flexible • Be tactful (Sensitivity to some issues, think before speaking) • Be courteous

  26. RUDE!

  27. Asking Questions Effectively • 1. Drop your defenses (open up to employees and try to be objective) • 2. State your purpose (why are you asking this question?) • 3. Acknowledge emotions (don’t ignore what is happening) • 4. Use open-ended questions and phrase they carefully (avoid yes/no questions so you can gather more information

  28. Communication in Writing

  29. Helpful Rules When Writing • Plan before you write (I am writing to, purpose, points, want what done) • Be Brief (so your readers will not zone out on your communication) • Be Direct (go right to the point) • Be Accurate (not ambiguous) • Practice Self-Editing (review and revise)

  30. Writing Better Reports • Define the problem (why are you doing this?) • Develop and work plan (tasks to be completed with dates to finish) • Gather relevant data (research) • Process findings (understand what the data says) • Develop conclusions • Make reccomendations

  31. Using Electronic Communication • Advantages for written communication • Rapid transmittal • Mass communicating • Acknowledgment of receipt • Disadvantages- • no body language or voice • Overuse

  32. Interpersonal Skills and Communication (hiring) • Recognizing the need • Careful selection • Training • Measurement and reward

  33. Promoting Perceptiveness Among Employees • Value People- people over technology • Give what you want back • Make cooperation a habit

  34. Personality and Communication • Introversion vs. extroversion • Neuroticism vs. emotional stability • Agreeable vs. stubborn • Conscientious vs. undependable • Open to exercises vs. preference of familiar

  35. References

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