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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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Anna peterson carlos gutierrez andrew brown

Anna Peterson

Carlos Gutierrez

Andrew Brown

Chapter 11Effective Communication and Total Quality



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?

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


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 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



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



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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