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Student Learning Objective 5

Organize teamwork in total quality management.

Learning Objective F

Categorize communication media used in total quality Management.

Content

The topic for Module F is communication media. We communicate in several major modes: nonverbal, verbal, and written. This moduled examines each major communication model.

Slide 30: Non-verbal Communication: Important Points

  • "You've got 7 seconds to make a first impression"

  • "You broadcast verbal and nonverbal signals that determine how others see you"

  • "and whether people realize it or not, they respond immediately to your facial expressions, gestures, stance and energy, and they instinctively size up your motives and attitudes"

Slide 31: Components of nonverbal Communication

Table 11-1: Components of Nonverbal Communiation

Body Factors Voice Factors Proximity Factors
Posture Volume Relative positions
Dress Pitch Physical arrangements
Gestures Tone Color of the room or environment
Facial expressions Rate of speech Fixtures
Body poses

Slide 32: Non-verbal Communication: Proximity Factors

  • Have comfortable chairs for visitors

  • Arrange chairs so you can sit beside visitors rather than behind your desk

  • Choose soft, soothing colors rather than harsh, stark or overly bright or busy colors

  • If possible, have refreshments such as coffee, soda and snacks available for visitors

Slide 33: Verbal Communication

Figure 11-10: Asking Questions Effectively

  • Drop Your Defenses
  • State Your Purpose
  • Acknowledge Emotions
  • Use Open-Ended Questions
  • Phrase Questions Carefully

Figure 11-10: Asking Questions Effectively

Slide 34: Verbal Communication

  • Textbook points out that verbal communication ranks closely to listening in importance in a total quality setting

Slide 35: Improving Verbal Communication Skills

Figure 11-9: Improvement of Verbal Communication Skills

  • To improve your Verbal Communication
  • Show Interest
  • Be Friendly
  • Be Flexible
  • Be Tactful
  • Be Courteous

Figure 11-9: Improvement of Verbal Communication Skills

Slide 36: Asking Questions Effectively

  • Questioning is an important part of verbal communication
  • Questioning lets you determine what employees really think and feel
  • Be warned that emotions are involved

Slide 37: Written Communication: Helpful Rules

  • Plan before you write

  • Be brief

  • Be direct

  • Be accurate

  • Practice self-editing

Slide 38: Written Communication: Self-Editing

  • One-draft writers are rare

  • Sending first drafts can be very embarrassing

  • Recommendation

    • First draft concentrate on what you say

    • Second draft concentrate on how you say it

  • Dr. Timmer's recommendations

    • Read it aloud

    • Give yourself a few days (if possible) between drafts. So you can read what is on the page and not what you think you have written

Slide 39: Writing Better Reports

  • Define the problem

  • Develop a workplan (see figure 11--13)

  • Gather relevant data

  • Process findings

  • Develop conclusions

  • Make recommendations