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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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Anna peterson carlos gutierrez andrew brown

Anna Peterson

Carlos Gutierrez

Andrew Brown

Chapter 11Effective Communication and Total Quality

With the help of

With the help of…

What is communication

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

Categories of Communication

  • Four categories

    • Dyadic

    • Small Group

    • Mass Communication

    • Public Speaking

Important key to definition

Important Key to Definition

  • No communication has occurred until message understood

Effective communication in total quality

Effective Communication in Total Quality

  • Message is understood by all parties

  • When message is acted upon in desired manner

Higher order of communication

Higher Order of Communication

  • Receiving

  • Understanding

  • Acting

Managing effective communication

Managing Effective Communication

  • Persuasion

  • Motivation

  • Monitoring

  • Leadership

Levels of communication

Levels of Communication

  • One-on-one

  • Team (peer group)

  • Company-level

  • Community-level

What is the role of communication in total quality

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

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

What is this about?

Total quality concept cont1

Total Quality Concept CONT

  • Decision Making

  • Problem prevention

  • Problem solving

  • Conflict resolution

Communication strategy for tqs

Communication Strategyfor TQS

  • Optimism

  • Consider all points of view

  • Be positive, honest, and consistent

What is the communication process

What is the Communication Process?

  • Message (What?)

  • Sender (From Who?)

  • Receiver (To Who?)

  • Medium (How?)

Different mediums for communication

Different Mediums for Communication

  • Verbal

  • Non-verbal (gestures and body language)

  • Written

  • Electronic

Recognizing inhibitors of communication

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

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

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 activity

Listening activity

Listening cont

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

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

Voice Factors

  • Not just what we say, but how we say it

    • Volume

    • Pitch

    • Tone

    • Rate of speech

Proximity factors

Proximity Factors

  • Where are you when communicating?

    • Physical arrangements (inviting vs. intimidating)

    • Environment/fixtures in the room

    • Positions of people

Communicating verbally

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

Chapter 11 effective communication and total quality


Asking questions effectively

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

Communication in writing

Communication in Writing

Helpful rules when writing

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

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

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

Interpersonal Skills and Communication (hiring)

  • Recognizing the need

  • Careful selection

  • Training

  • Measurement and reward

Promoting perceptiveness among employees

Promoting Perceptiveness Among Employees

  • Value People- people over technology

  • Give what you want back

  • Make cooperation a habit

Personality and communication

Personality and Communication

  • Introversion vs. extroversion

  • Neuroticism vs. emotional stability

  • Agreeable vs. stubborn

  • Conscientious vs. undependable

  • Open to exercises vs. preference of familiar



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