1. People, Process, Technology. Communication Quality Experience(QCE ) What does this mean Why is it important How does it effect us Why do we need it How important is it

2. People, Process, Technology. What does it mean THE ABILITY TO COMMUNICATE EFFECTIVELY ACROSS CULTURAL BOUNDARIES QCE IS AN INDIVIDUAL LEVEL CONSTRUCT THAT OCCURS DURING A INTERPERSONAL INTERACTION AND IS DEPENDENT ON THE DEGREE OF AN INDIVIDUALS INTERACTIONS QCE IS EFFECTED BY : – COMMUNICATION SITUATION – CHARACTERISTICS OF THE COMMUNICATION PARTNER – INDIVIDUALS ABILITY TO COMMUNICATE WITH THE PARTNER – CAPTURES THE PERCEIVED QUALITY OF COMMUNICATION IT DEPENDS OF THE FOLLOWING – CLARITY: COGNITIVE ASPECT OF THE INTERCULTURAL EXPERIENCE. DEGREE OF COMPREHENSION OF THE MEANING BEING COMMUNICATED – RESPONSIVENESS: THE BEHAVIORAL ASPECTS OF THE MEANING BEING COMMUNICATED – COMFORT: POSITIVE EFFECT OF EASE AND PLEASANTNESS OF INTERACTING WITH EACH OTHER DURING THE COMMUNICATION PROCESS

3. People, Process, Technology. Social action is defined as a social interaction where two or more social actors are co-ordinating their material acts and speech acts to carry out their plans of action. Predictive Meaning: The function of the information content is to assign an attribute to an identifiable object such as the price of a car Illocutionary meaning: The function of the action component is to decide the communication modus i.e. Whether the speech act should be used cognitively (assert) or interpersonally (offer). Communication must be: 1.Relevant and comprehensible information content. 2.Relevant and understandable action aspect. 3.Comprehensible communication. 4.Trustworthy communication 5.Criticized, controlled and defended.

4. People, Process, Technology. Clarity, Responsiveness and Comfort Clarity – I understand what the other side is saying – I understand what is meaningful to the other side – We clarified the meaning of what they are saying – I think the other side understood me Responsiveness – The other side responded to my questions – The conversation ran smoothly – We were both willing to listen to each other – Both sides kept silent from time to time to reflect Comfort – Neither side was nervous talking to each other – Both side felt they could trust each other – Both sides could interact well with each other – Commonality existed between both sides

5. People, Process, Technology. Why is it QCE important and how does it effect us In an increasing global world QCE is important. Miscommunication increases as cultural difference increase (Similarity Theory: People are attracted to those they find similar in attitudes, values and beliefs)) At no time in history has the contact between individuals from different cultures been greater Intercultural interactions represents one the most common and critical challenges in conducting international business Intercultural interaction create uncertainty and a greater potential of misunderstanding and conflict QCE It is lower in intercultural interaction than in same culture interactions Cultural difference in communication style leads to confusion In same culture communication QCE generally results in a more positive response and satisfaction for both parties The relationship between all three dimensions of QCE( Clarity, Responsiveness and Comfort) is more pronounced during same culture interactions than during intercultural interactions However we all have to work in an intercultural world and that is why QCE is important Proper messaging between using Clarity, Responsiveness and Comfort in intercultural messaging leads to better communication

6. People, Process, Technology. Why is it QCE important and how does it effect us Business communications implies commitments and obligations that must be fulfilled during the course of the business process Communication acts as the method of conveying this information Hence the quality of the communication is paramount for the proper information to be conveyed Communication of high quality is in the meaningful use of language Communication is used to promise, order, warn, request and offer Successful communication is when the listener comprehends and accepts the message Communication must have the following for both parties – Relevant and comprehensible information content – Relevant and understandable action aspect – Trust between parties – Can be criticized, controlled and commented on by both parties

7. People, Process, Technology. Why do we need it Service orientation: Most current organization are complex and provide a service. Process Improvement and Collaboration across boundaries Communication across diverse regions and functions Leadership: Be able to provide leadership to diverse geographically distributed locations Continuous improvement: In the current environment if organization cannot improve they perish. Provide Guidance and assistance to diverse departments within an organization Work Process Improvement: Communicate effectively improves in one area across to other Workplace excellence: Help provide best practices learnt in one location to other Resource Utilization: Utilize resources effectively and efficiently Service excellence: Provide the best service possible form which ever location

8. People, Process, Technology. Why do we need it Communication is generally ambiguous Trust is chaotic The context generally defines the communication Perspective is generally contextual Technology is an enabler*** Bad communication results in organizational delays Bad communication results in individual complacency Bad communication results in individual stagnation Bad communication results in organizational silos

9. People, Process, Technology. How is it important Helps in better collaboration Helps in improved comprehension of the problem Increases enthusiasm Increases innovation Improves timeliness of process and product Improves cohesiveness Reduces time to market Improves quality Improve employee retention Improves employee satisfaction Generally leads to market leadership

10. People, Process, Technology. How is it important Builds trust across boundaries Changes and challenges assumptions Makes the organization more democratic Help generate new ideas Reduces redundancy of people and process Improves diversity Allows the flow of ideas across the organization Reduces ambiguity Improves process and transaction time Improves collaboration