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EIU TEC 5133 - Quality Management for Organizational Excellence

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Quality Management for Organizational Excellence Lecture/Presentation NotesEleven: Effective CommunicationEleven: Effective Communication (Continued)Slide 4Slide 5Slide 6Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.1Quality Managementfor Organizational ExcellenceLecture/Presentation NotesBy:Dr. David L. Goetsch and Stanley DavisBased on the book Quality Management for Organizational Excellence (Sixth Edition)2Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.Eleven:Effective CommunicationMAJOR 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 Factors3Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.Eleven:Effective Communication(Continued)Communicating VerballyCommunicating in WritingCommunicating Corrective FeedbackImproving CommunicationHow Interpersonal Skills Affect CommunicationPersonality and CommunicationMajor Topics Continued4Quality Management, 6th ed.Goetsch and Davis© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights Reserved.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.5Quality Management, 6th ed.Goetsch and Davis© 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.6Quality Management, 6th ed.Goetsch and Davis© 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:Differences in meaningA lack of trustInformation overloadInterferencePremature judgments“Kill the Messenger” syndromeCondescending toneInaccurate assumptionsListening


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