Effective Communication in Total Quality System

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• Effective Communication in Total Quality System
• Rohit Ravva
• Sumanth Gadde
• AJ Schubert

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Defining Communication

• Communication the transfer of a message (idea,
  emotion, feeling, or something else) that is both
  received understood.
• Only when message is received and understood is
  there communication

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Communication vs. Effective Communication

• Effective Communication Message is received,
  understood, and acted upon in desired manner
• Ex. Boss tells all employees to stay 15 minutes
  after hours for a week
• Employees understand message
• 3 employees choose to not stay after hours

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Effective Communication

• May require persuasion, motivation, leadership
  by the managers, and monitoring

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Communication Levels

• One-on-one two people (face-to-face, telephone,
  even a simple gesture or facial expression)
• Team or unit peer group (solve problems or set
  team goals)
• Company-level communication among groups
  (meeting with various departments - acount,
  sales, market)
• Community-level groups inside and outside
  company (companys sales force communicating with
  clients)

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Activity 1
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Role in Total Quality

• If total quality is the engine, communication is
  the oil that keeps it running.
• Total quality key elements customer focus, total
  employee involvement, leadership, teamwork,
  decision making, problem prevention, problem
  solving, and conflict resolution.
• ALL need effective communication

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Customer Focus

• Determining customer needs requires
• Listening
• Asking
• Observing
• Probing

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Effective Leadership

• Effective leaders need effective communication
  to
• Inspire others
• Communicate goals
• Motivate employees to commit to companys goals

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Teamwork

• Team members must continually communicate among
  themselves, with managers, and other teams.
• Communication needed for decision making, problem
  prevention, problem solving, and conflict
  resolution.

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UNDERSTANDING COMMUNICATION AS A PROCESS

• Communication is a process with several
  components.
• These components are
• Sender-originator or source of the message
• Receiver-person or the group for whom the message
  is intended
• Message-the information, idea, feeling that is to
  be conveyed
• Medium-it is the vehicle used to convey the
  message

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• The Four basic categories of media are
• Verbal- Face to face conversations, telephone
  conversations, speeches etc.
• Non verbal- This category includes gestures,
  facial expressions and body language.
• Written- This category includes letters,
  memorandums, manuals etc.
• Electronic- This category includes the
  transmission of digital data.

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RECOGNIZING INHIBITORS OF COMMUNICATION

• Managers should be familiar with the various
  factors that can inhibit effective communication.
  some of the most common inhibitors of the
  effective communication are
• Differences in the meaning
• Lack of trust
• Information over load
• Interference
• Condescending
• Poor listening skills

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• Premature judgments
• Inaccurate assumptions

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ESTABLISHING A CONDUCTIVE COMMUNICATION CLIMATE

• Corwin p.king describes good communication as
  one that gives people the information they need
  to do their jobs well and also builds morale and
  encourages activity
• He also describes the bad communication as
  creates doubt and confusion, demotivating people
  and leading to cynicism

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Some of the steps that manager should take care
that does not happen

• Communicating with peers and employees as little
  as possible
• Being vague and obscure
• Communicating with only a select few individuals
• Limiting employee access
• Communicating only when it is personally
  advantageous to do so
• Ignoring the good ideas of the employees
• These are the possible ways that manager should
  take care that should not happen.

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Communication by listenng

• Listening is one of the most important skill
• It is one of the skill that people are least
  likely to have

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What is listening and hearing?

• Hearing is a natural process, but listening is
  not.
• Hearing is decoding of sound waves but listening
  involves perception.
• A person with highly sensitive hearing abilities
  can be a poor listener, but a person with
  impaired hearing can be a excellent listener
• Effective listening means receiving the message,
  correctly decoding it, and accurately perceiving
  .

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INHIBITORS OF EFFECTIVE LISTENING

• Effective listening occurs when receiver
  accurately perceives the message.
• Several inhibitors can prevent this from
  happening, and some of them are due to
• Lack of concentration
• Interruptions
• Preconceived ideas
• Thinking ahead
• Interference
• Tuning out

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LISTENING EMPATHICALLY

• Empathic listening is the highest level of
  listening .
• Empathic listening means listening with the
  intent to understand .It does not mean agreeing
  with what being said. Rather it means attempting
  to fully understand.
• Pretending means acting as if you are listening
  but tuning out. Using non verbal curves such as
  eye contacts, facial expressions etc.
• Selective listening means tuning in to only parts
  of the message. It involves on focusing intently
  on the speakers words.

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LISTENING RESPONSIVELY

• Responsive listening involves seeking to receive
  and affirm the messenger as well as the message.
• Responsive listening can pay substantial
  dividends for managers in a total quality
  setting. Personal benefits to the managers
  include these
• Barriers are broken down
• Valuable insights are gained
• Communication is encouraged
• Misconceptions are cleared up
• Learning takes place

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• Some pointers that managers can use to become
  more responsive listeners and to help employees
• Allocate your listening time
• Concentrate fully
• Grant a fair hearing
• Make it easy for the person to talk
• Understand completely
• Clarify expectations.

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IMPROVING LISTENING SKILLS

• Most people have room for improvement in their
  listening skills
• Listening skills can be enhanced when there is
  awareness of the need to improve
• Upgrade your desire to listen
• Ask the right questions
• Judge what is really being said
• Eliminate listening errors.

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Activity 2
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Understanding Nonverbal Communication Factors

• Much of the communication is nonverbal. Postures,
  gestures, voice tone and proximity factors are
  the components of non verbal communication.
• Body Factors
• Voice Factors
• Proximity Factors

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• Body Factors -
• Postures, body poses, facial expressions,
  gestures and dress can convey a message.
• One of the keys to understanding nonverbal cues
  lies in the concept of congruence.

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• Voice factors-
• It is an important part of nonverbal
  communication. The factors such as volume, tone,
  pitch of voice and rate of speech indicates
  anger, fear, impatience, unsureness, interest,
  confidence and variety of other messages.

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• Proximity factors-
• It involves factors ranging from where you
  position yourself when talking to an employee, to
  how your office is arranged, to the color of the
  walls and decorations.

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Communicating Verbally

• Show interest
• Be friendly
• Be flexible
• Be tactful
• Be courteous

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• Show interest - when speaking with an employee
  show an interest in the topic, show that you are
  sincerely interested in communicating message
  also in receivers message.
• Be friendly- A positive, friendly attitude will
  enhance verbal communication. A superior or
  disinterested attitude will shut off your
  communication.

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• Be flexible-
• Flexibility can enhance verbal communication.
  If a manager calls his team members to explain
  new company policy but find they are focused on a
  problem that is disrupting their work schedule,
  he must be flexible enough to put his message
  aside for the moment and deal with the problem.
• Be tactful-

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Asking Questions effectively

• Drop your defenses
• State your purpose
• Acknowledge emotions
• Phrase questions carefully

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• Drop your defenses-
• People have their public and private faces
  what is said is not what is felt. They build
  walls and put up defenses, in order to
  communicate effectively it is necessary to break
  through defenses and open up.
• State your purpose-
• It allow the receiver to focus on your question
  rather than worrying about why you are asking it.

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• Acknowledge emotions-
• Avoid ignoring the emotions of people.
• Use open ended questions-
• You will learn more when listening than
  talking.
• Phrase your questions carefully.
• Avoid questions with yes / no answers.

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Communicating in writing

• Plan before you write
• Be brief
• Be direct
• Be accurate
• Practice self-Editing

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• Be brief-
• Explain your purpose and state your points in as
  few words as possible.
• Be direct-
• You dont want recipients wasting time rather
  than getting to the point. (Time is
  Money)
• Be accurate-
• Take time to identify specifics such as dates,
  numbers, quantities and so on.

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• http//www.youtube.com/watch?v2RWhOKb6HzE

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• Practice self editing-
• Never send your first draft.
• First draft is what you are saying and second
  draft is how you say it.

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Writing Better Reports

• Define the problem
• Develop a work plan
• Gather relevant data
• Process findings
• Develop conclusions
• Make recommendations

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Communicating Corrective Feedback

• Be positive
• Be prepared
• Be realistic
• Dont be completely negative

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• The two approaches of giving corrective feedback
  -
• Tell-ask-listen
• Listen-ask-tell

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Whos on First?
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Whos on First?

• http//www.youtube.com/watch?vsShMA85pv8M

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Improving Communication

• Keep up-to-date cant communicate what you dont
  know
• Prioritize information dont overload employees
  with info.
• Decide who to inform employees have enough on
  their mind
• Determine how to communicate
• Follow up make sure employees understand

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Written vs. Verbal

• Written
• General info (company policies)
• Info that requires action (turn in ethics form by
  Friday)
• Verbal
• Reprimanding/commending employee
• Resolving conflict

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Electronic Communication

• Pros
• Instant
• Mass copies
• Printable
• Cons
• No body language, voice tone, facial expression,
  or eye contact
• Easy to overuse unecessary messages

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• THANK YOU