anna peterson carlos gutierrez andrew brown. “the transfer of a message that is both received and...

Chapter 11Effective Communication

and Total QualityAnna Peterson

Carlos Gutierrez

Andrew Brown

With the help of…

What is Communication? “The transfer of a message that is both received

and understood” Transfer of message

Idea Emotion Information Intent Feeling

Categories of Communication Four categories

Dyadic Small Group Mass Communication Public Speaking

Important Key to Definition No communication has occurred until message

understood

Effective Communication in Total Quality Message is understood by all parties When message is acted upon in desired manner

Higher Order of Communication

Receiving Understanding Acting

Managing Effective Communication

Persuasion Motivation Monitoring Leadership

Levels of Communication One-on-one Team (peer group) Company-level Community-level

What is the Role of Communication in Total Quality? We need to look at aspects of the Total Quality

Concept Customer Focus (listening and acting on their needs)

Listening Asking Observing Probing

Total Quality Concept CONT Employee empowerment Leadership

Inspire to make commitment Teamwork

Everyone knows goals How to accomplish them Who is responsible How everything fits together

What is this about?

http://www.youtube.com/watch?v=TzUxeCGGHnA&feature=PlayList&p=E00E6168C97AAE99&playnext_from=PL&playnext=1&index=68

Total Quality Concept CONT Decision Making Problem prevention Problem solving Conflict resolution

Communication Strategy for TQS Optimism Consider all points of view Be positive, honest, and consistent

What is the Communication Process? Message (What?) Sender (From Who?) Receiver (To Who?) Medium (How?)

Different Mediums for Communication Verbal Non-verbal (gestures and body language) Written Electronic

Recognizing Inhibitors of Communication Differences in meaning Lack of trust Information overload Interference Condescending tone Poor listening skills Premature judgments (of topic or people) Inaccurate assumptions Blame the messenger!

Establishing a Conducive Communication Climate DON’T do the following:

Be secretive and withdrawn Vague Ignore a good idea Be like Michael Scott!

Communication by Listening Listening is very important, and many people

have difficulty with it “receiving the message, correctly decoding it, and

accurately perceiving what it means.” Why we don’t listen: lack of concentration,

interruptions, preconceived ideas, thinking ahead, interference, tuning out

LISTENING ACTIVITY

Listening CONT Empathetic Listening- intent to understand the

message and messenger Don’t overtly/covertly ignore message Pretenders

Responsive Listening- wanting to receive and affirm the message (Active, Alert, Vigilant, Sensitive, Creative)

Using Nonverbal Communication Factors

Body Factors- how we use our body and how someone views it Posture Dress (Hygiene) Gestures Facial Expressions Poses

Voice Factors Not just what we

say, but how we say it Volume Pitch Tone Rate of speech

Proximity Factors Where are you when communicating?

Physical arrangements (inviting vs. intimidating) Environment/fixtures in the room Positions of people

Communicating Verbally Show interest (eye contact, but don’t be weird

about it) Be friendly (positive attitude) Be flexible Be tactful (Sensitivity to some issues, think before

speaking) Be courteous

RUDE!

Asking Questions Effectively 1. Drop your defenses (open up to employees and

try to be objective) 2. State your purpose (why are you asking this

question?) 3. Acknowledge emotions (don’t ignore what is

happening) 4. Use open-ended questions and phrase they

carefully (avoid yes/no questions so you can gather more information

Communication in Writing

Helpful Rules When Writing Plan before you write (I am writing to, purpose, points,

want what done) Be Brief (so your readers will not zone out on your

communication) Be Direct (go right to the point) Be Accurate (not ambiguous) Practice Self-Editing (review and revise)

Writing Better Reports Define the problem (why are you doing this?) Develop and work plan (tasks to be completed with

dates to finish) Gather relevant data (research) Process findings (understand what the data says) Develop conclusions Make reccomendations

Using Electronic Communication

Advantages for written communication Rapid transmittal Mass communicating Acknowledgment of receipt

Disadvantages- no body language or voice Overuse

Interpersonal Skills and Communication (hiring) Recognizing the

need Careful selection Training Measurement and

reward

Promoting Perceptiveness Among Employees Value People- people over technology Give what you want back Make cooperation a habit

Personality and Communication Introversion vs. extroversion Neuroticism vs. emotional stability Agreeable vs. stubborn Conscientious vs. undependable Open to exercises vs. preference of familiar

References