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Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 1 Quality Management.

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Presentation on theme: "Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 1 Quality Management."— Presentation transcript:

1 Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 1 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 (Sixth Edition)

2 2 Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Eleven: Effective Communication MAJOR TOPICS Defining Communication Understanding the Role of Communication in Total Quality Understanding Communication as a Process Recognizing Inhibitors of Communication Establishing a Conducive Communication Climate Communicating by Listening Understanding Nonverbal Communication Factors

3 3 Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Eleven: Effective Communication (Continued) Communicating Verbally Communicating in Writing Communicating Corrective Feedback Improving Communication How Interpersonal Skills Affect Communication Personality and Communication Major Topics Continued

4 4 Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Eleven: Effective Communication (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.

5 5 Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Eleven: Effective Communication (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.

6 6 Quality Management, 6 th ed. Goetsch and Davis © 2010 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Eleven: Effective Communication (Continued) 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.


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