Transcript Communication

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)
Quality Management, 6th ed.
Goetsch and Davis
1
© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • 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
Quality Management, 6th ed.
Goetsch and Davis
2
© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Eleven:
Effective Communication
(Continued)
Major Topics Continued
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Communicating Verbally
Communicating in Writing
Communicating Corrective Feedback
Improving Communication
How Interpersonal Skills Affect
Communication
Personality and Communication
Quality Management, 6th ed.
Goetsch and Davis
3
© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Eleven:
Effective Communication
(Continued)
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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.
Quality Management, 6th ed.
Goetsch and Davis
4
© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • 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.
Quality Management, 6th ed.
Goetsch and Davis
5
© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Eleven:
Effective Communication
(Continued)

Various factors can inhibit communication.
Prominent among these are:
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Differences in meaning
A lack of trust
Information overload
Interference
Premature judgments
“Kill the Messenger” syndrome
Condescending tone
Inaccurate assumptions
Listening problems.
Quality Management, 6th ed.
Goetsch and Davis
6
© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.