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

2. 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

3. 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

4. Effective Communication
May require: persuasion, motivation, leadership by the managers, and monitoring

5. 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 (company’s sales force communicating with clients)

6. Activity 1

7. 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

8. Customer Focus Determining customer needs requires Listening Asking
Observing
Probing

9. Effective Leadership
Effective leaders need effective communication to:
Inspire others
Communicate goals
Motivate employees to commit to company’s goals

10. 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.

11. 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

12. 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.

13. 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

14. Premature judgments
Inaccurate assumptions

15. 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”

16. 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.

17. Communication by listenng
Listening is one of the most important skill
It is one of the skill that people are least likely to have

18. 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 .

19. 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

20. 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.

21. 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

22. 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.

23. 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.

24. Activity 2

25. 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

26. 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.

27. Voice factors:- It is an important part of nonverbal communication
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.

28. 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.

29. Communicating Verbally
Show interest
Be friendly
Be flexible
Be tactful
Be courteous

30. 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.

31. 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:-

32. Asking Questions effectively
Drop your defenses
State your purpose
Acknowledge emotions
Phrase questions carefully

33. 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.

34. 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.

35. Communicating in writing
Plan before you write
Be brief
Be direct
Be accurate
Practice self-Editing

36. Be brief:- Be direct:- Be accurate:-
Explain your purpose and state your points in as few words as possible.
Be direct:-
You don’t 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.

37. http://www.youtube.com/watch?v=2RWh OKb6HzE

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

39. Writing Better Reports
Define the problem
Develop a work plan
Gather relevant data
Process findings
Develop conclusions
Make recommendations

40. Communicating Corrective Feedback
Be positive
Be prepared
Be realistic
Don’t be completely negative

41. The two approaches of giving corrective feedback :-
Tell-ask-listen
Listen-ask-tell

42. Who’s on First?

43. Who’s on First?
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44. Improving Communication
Keep up-to-date; can’t communicate what you don’t know
Prioritize information; don’t overload employees with info.
Decide who to inform; employees have enough on their mind
Determine how to communicate
Follow up; make sure employees understand

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

46. Electronic Communication
Pros
Instant
Mass copies
Printable
Cons
No body language, voice tone, facial expression, or eye contact
Easy to overuse; unecessary messages

47. THANK YOU