Student Learning Objective 5

Organize teamwork in total quality management.

Learning Objective G

Describe strategies for improving communication in total quality management.

Content

The topic for Module G is improving communication. Everyone can communicate better. Several strategies for improving communication are presented in this module. Material from project management regarding communications is also included.

Slide 40: Strategies

Keep up to date
Prioritize and determine time constrains
Decide whom to inform
Determine how to communicate
Communicate and follow up
Check understanding and obtain feedback

Slide 41: Selecting the Appropriate Communication Mode

Written Communication
Effective for general information and information that requires action
Not effective for message that requires immediate action, commending an employee (first verbally, then written)
Verbal Communication
Appropriate when reprimanding employees or attempting to resolve conflict (may require private communication)

Slide 42: Electronic Communication

Advantages
Messages can be sent rapidly
Messages can be transmitted simultaneously to large number of employees
Messages can be printed
Messages can be prompted and acknowledged
Disadvantages
Inability to transmit body language, voice tone, facial expressions and eye contact
Overuse of electronic communications

Slide 43: Project Management Approach

Linear Responsibility Chart from Project Management. Columns in table represent different project roles and rows contain work breakdown structure items. Each cell may contain a label such as responsible, support, notification, or approval.

Source: Meredith and Mantel (2003).

Slide 44: Project Management Approach, continued

Linear Responsibility Chart from Project Management. Columns in table represent different project roles and rows contain work breakdown structure items. Each cell may contain a label such as responsible, support, notification, or approval. This table is less graphical than the previous example

Source: Meredith and Mantel (2003).

Slide 44: Project Management Approach, continued

Verbal Responsibility Chart is a table with four columns. The colulmn contents are 1) activity, 2) Initiate Action, 3) Resposible Individduals work with, and 4) Clear Action with. Rows contain activities

Source: Meredith and Mantel (2003).