TQM

Quality Management
for Organizational Excellence

Lecture/Presentation Notes
By:
Dr. David L. Goetsch and Stanley Davis
Based on the book
Quality Management for Organizational Excellence
(Seventh Edition)
Presented By: Dr. S (GJU)
Eleven:
Effective Communication
MAJOR TOPICS
n Defining Communication
n Understanding the Role of Communication in
Total Quality
n Understanding Communication as a Process
n Recognizing Inhibitors of Communication
n Establishing a Conducive Communication Climate
n Communicating by Listening
n Understanding Nonverbal Communication Factors
Quality Management, Seventh Edition
Dr. David L. Goetsch
2013, 2008 by Pearson Education, Inc.

Upper Saddle River, NJ 07458. All Rights Reserved.
Eleven:
(Continued)
Major Topics Continued
n
n
n
n
n
Communicating Verbally
Communicating in Writing
Communicating Corrective Feedback
Improving Communication
How Interpersonal Skills Affect
Communication
Personality and Communication


Communication is fundamental to leadership, decision

making, problem solving, teamwork, training,
employee involvement and empowerment, ethics,
and all other areas of concern to modern managers.
Inexperienced managers sometimes confuse telling
with communicating and hearing with listening.
What you say is not necessarily what the other person
hears, and what the other person hears is not
necessarily what you intended to say.


Effective Communication: Definition

n
Communication is the transfer of a message that is both

received and understood. Effective communication is
a higher order of communication. It means the message
is received, understood, and being acted on in the desired
manner.
Effective communication may require persuasion,
motivation, monitoring, and leadership on the part of
managers.


COMMUNICATION LEVELS


ROLE OF COMMUNICATION IN TQM

Communication is the oil that keeps the total quality
engine running. Without it, total quality breaks down.
Communication plays the role of facilitation in a total
quality setting.
It complements the role of Customer focus, Effective
Leadership and Team Work.
Major role of Communication is: Facilitation




Communication is a Process
Communication is a process that involves a

message, sender, receiver, and medium.
The message is what is being transmitted
(information, emotion, intent, or something
else). The sender is the originator of the
message, and the receiver is the person to
whom it goes. The medium is the vehicle
used to transfer the message.



10

Communication Inhibitors
n
Various factors can inhibit communication.

Prominent among these are:
Differences in meaning
A lack of trust
Information overload
Interference
Premature judgments
Kill the Messenger syndrome
Condescending tone
Inaccurate assumptions
Listening problems.

11

FIGURE 11.6
INHIBITORS OF EFFECTIVE LISTENING

12

Establishing a Conductive Communication Climate

n
n
n
n
n
Communicate often and openly.

Be precise.
Communicate with all relevant parties.
Encourage questions.
Listen assertively and objectively.

13

Communication by listening
Listening means receiving the message,

correctly, decoding it, and accurately
perceiving what it means.

14

FIGURE 11.5
LISTENING SKILLS ASSESSMENT

15

FIGURE 11.7
LISTENING IMPROVEMENT CHECKLIST

16

Nonverbal Communications
n
n
n
Body
Voice
proximity

17

Communications Verbally

18

ASK QUESTIONS EFFECTIVELY

19

WRITTEN COMMUNICATIONS

20

FIGURE 11.13
REPORT WORKPLAN

21

GIVING FEEDBACK
Be positive
Be prepared
Be realistic
Do not be completely negative
Talk - Question - Listen
Listen Question Talk

22

Eleven:
(Continued)
Communication is the transfer of a message that is both

received and understood. Effective communication is a
higher order of communication. It means the message is
received, understood, and being acted on in the desired
manner.
Communication is the oil that keeps the total quality
engine running. Without it, total quality breaks down.
Communication plays the role of facilitation in a total
quality setting.

23

Eleven:
(Continued)
Communication is a process that involves a

message, sender, receiver, and medium.
The message is what is being transmitted
(information, emotion, intent, or something
else). The sender is the originator of the
message, and the receiver is the person to
whom it goes. The medium is the vehicle
used to transfer the message.

24

Eleven:
(Continued)
n
Various factors can inhibit communication.

Prominent among these are:
Differences in meaning
A lack of trust
Information overload
Interference
Premature judgments
Kill the Messenger syndrome
Condescending tone
Inaccurate assumptions
Listening problems.

25


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Quality Management

for Organizational Excellence

Presented By: Dr. S (GJU)

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Communication is fundamental to leadership, decision

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Effective Communication: Definition

Communication is the transfer of a message that is both

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

ROLE OF COMMUNICATION IN TQM

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Communication is a process that involves a

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Various factors can inhibit communication.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

INHIBITORS OF EFFECTIVE LISTENING

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Establishing a Conductive Communication Climate

Communicate often and openly.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Listening means receiving the message,

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

LISTENING SKILLS ASSESSMENT

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

LISTENING IMPROVEMENT CHECKLIST

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

ASK QUESTIONS EFFECTIVELY

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.

Communication is the transfer of a message that is both

Quality Management, Seventh Edition

2013, 2008 by Pearson Education, Inc.