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. 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. Eleven: Effective Communication (Continued)
Major Topics Continued
Communicating Verbally
Communicating in Writing
Communicating Corrective Feedback
Improving Communication
How Interpersonal Skills Affect Communication
Personality 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 meaning
A lack of trust
Information overload
Interference
Premature judgments
“Kill the Messenger” syndrome
Condescending tone
Inaccurate assumptions
Listening problems.