Effective Communication and Total Quality in Organizations
Understanding the importance of effective communication and total quality in organizations is crucial for success. This content covers various aspects of communication, the role it plays in total quality management, different levels of communication, and the Total Quality Concept. It emphasizes the need for clear and impactful communication to ensure messages are received, understood, and acted upon appropriately.
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Presentation Transcript
Chapter 11 Effective Communication and Total Quality Anna Peterson Carlos Gutierrez Andrew Brown
What is Communication? The transfer of a message that is both received and understood Transfer of message Idea Emotion Information Intent Feeling
Categories of Communication Four categories Dyadic Small Group Mass Communication Public Speaking
Important Key to Definition No communication has occurred until message understood
Effective Communication in Total Quality Message is understood by all parties When message is acted upon in desired manner
Higher Order of Communication Receiving Understanding Acting
Managing Effective Communication Persuasion Motivation Monitoring Leadership
Levels of Communication One-on-one Team (peer group) Company-level Community-level
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
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
What is this about? http://www.youtube.com/watch?v=TzUxeCGGHnA&feature=PlayList&p=E00E 6168C97AAE99&playnext_from=PL&playnext=1&index=68
Total Quality Concept CONT Decision Making Problem prevention Problem solving Conflict resolution
Communication Strategy for TQS Optimism Consider all points of view Be positive, honest, and consistent
What is the Communication Process? Message (What?) Sender (From Who?) Receiver (To Who?) Medium (How?)
Different Mediums for Communication Verbal Non-verbal (gestures and body language) Written Electronic
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!
Establishing a Conducive Communication Climate DON T do the following: Be secretive and withdrawn Vague Ignore a good idea Be like Michael Scott!
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
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)
Using Nonverbal Communication Factors Body Factors- how we use our body and how someone views it Posture Dress (Hygiene) Gestures Facial Expressions Poses
Voice Factors Not just what we say, but how we say it Volume Pitch Tone Rate of speech
Proximity Factors Where are you when communicating? Physical arrangements (inviting vs. intimidating) Environment/fixtures in the room Positions of people
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
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
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)
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
Using Electronic Communication Advantages for written communication Rapid transmittal Mass communicating Acknowledgment of receipt Disadvantages- no body language or voice Overuse
Interpersonal Skills and Communication (hiring) Recognizing the need Careful selection Training Measurement and reward
Promoting Perceptiveness Among Employees Value People- people over technology Give what you want back Make cooperation a habit
Personality and Communication Introversion vs. extroversion Neuroticism vs. emotional stability Agreeable vs. stubborn Conscientious vs. undependable Open to exercises vs. preference of familiar
