Presentation on theme: "By: Dr. David L. Goetsch and Stanley Davis Based on the book"— Presentation transcript:
1 Quality Management for Organizational Excellence Lecture/Presentation Notes By:Dr. David L. Goetsch and Stanley DavisBased on the bookQuality Management for Organizational Excellence (Sixth Edition)
2 Eleven: Effective Communication MAJOR TOPICSDefining CommunicationUnderstanding the Role of Communication in Total QualityUnderstanding Communication as a ProcessRecognizing Inhibitors of CommunicationEstablishing a Conducive Communication ClimateCommunicating by ListeningUnderstanding Nonverbal Communication Factors
3 Eleven: Effective Communication (Continued) Major Topics ContinuedCommunicating VerballyCommunicating in WritingCommunicating Corrective FeedbackImproving CommunicationHow Interpersonal Skills Affect CommunicationPersonality and Communication
4 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 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 Eleven: Effective Communication (Continued) Various factors can inhibit communication. Prominent among these are:Differences in meaningA lack of trustInformation overloadInterferencePremature judgments“Kill the Messenger” syndromeCondescending toneInaccurate assumptionsListening problems.