Total quality management > Chapter 11: Communication > Flashcards

Chapter 11: Communication Flashcards

(21 cards)

Study These Flashcards
1
Q

What is communication?

A

Communication is the transfer of a message that is both received and understood

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What is effective communication?

A

Effective communication is the transfer of a message that is received, understood and being acted on in the desired manner.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Communication levels

A
  1. Community level
    Between groups in and outside the company
  2. Company level
    Among groups, meeting between departments
  3. One-on-one level
    Face-to-face conversation
  4. Team or unit level
    within a peer group, all members are involved at once
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Role of communication in TQ

A

Communication plays the role of facilitation in a total quality setting.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

How to communicate the importance of quality?

A
  1. making quality a core value in the organization’s strategic plan
  2. including quality expectations in all job descriptions
  3. Including criteria about quality in all performance appraisal instruments
  4. posting quality benchmarks along with actual performance
  5. making decisions on the basis of how they will affect quality
  6. talking about quality every time any group or team meets
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Communication as a process

A

Communication involves a message (what is being transmitted), a sender, receiver and a medium (vehicle used to transfer the message)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Inhibitors of communication

A
  1. differences in meaning
  2. lack of trust
  3. info overload
  4. interference
  5. condescending tone
  6. poor listening skills
  7. premature judgments
  8. inaccurate assumptions
  9. kill-the-messenger syndrome
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

How to establish a conducive communication climate?

A
  1. communication is often and openly
  2. information is to-the-point and easy to understand
  3. leave nobody out of the loop
  4. encourage reactions
  5. listen assertively and objectively
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Effective listing

A

Means receiving the message, correctly decoding it, and accurately perceiving what it means

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Inhibitors of effective listening

A
  1. lack of concentration
  2. interruptions
  3. preconceived ideas
  4. thinking ahead
  5. tuning out
  6. interference
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

How to improve listening?

A
  • remove all distractions
  • put speaker at ease
  • look directly at speaker
  • concentrate on what is being said
  • watch for nonverbal cues
  • make note of the speaker’s tone
  • be patient and wait
  • ask clarifying questions
  • paraphrase and repeat
  • control your emotions
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Descriptors of responsive listening

A
  1. active
  2. alert
  3. vigilant
  4. sensitive
  5. creative
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Improving listening skills

A
  1. listen more, talk less
  2. ask clarifying questions
  3. concentrate
  4. listen intuitively
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Components of nonverbal communication

A
  1. body factors
    - posture, dress, gestures, facial expressions
  2. voice factors
    - tone, volume, pitch, rate of speech
  3. proximity factors
    - relative positions, physical arrangements, color of room
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Improvement of verbal communication skills

A
  1. show interest
  2. be friendly
  3. be flexible
  4. be tactful
  5. be courteous
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

How to ask questions effectively?

Study These Flashcards
A
  1. drop your defenses
  2. state your purpose
  3. acknowledge emotions
  4. use open-ended questions
  5. phrase questions carefully
17
Q

Communicating corrective feedback

Study These Flashcards
A
  1. be positive
  2. be prepared
  3. be realistic
  4. don’t be completely negative
18
Q

Approaches to communicating corrective feedback

Study These Flashcards
A

talk-question listen or listen-question-talk

19
Q

Management strategies for interpersonal relationships

Study These Flashcards
A
  1. recognition of need: managers must be aware of need for these skills
  2. careful selection: written credentials, technical and interpersonal skills
  3. measurement and rewards: interpersonal skills should be part of performance appraisals
  4. training: interpersonal skills can be learned and improved
20
Q

Personality and communication

Study These Flashcards
A
  1. introvert VS extrovert
  2. sensing VS intuition
  3. thinking VS feeling
  4. Judging vs perceiving
21
Q

How to improve communication?

Study These Flashcards
A
  1. keep up-to-date
  2. prioritize and determine time constraints
  3. decide whom to inform
  4. determine how to communicate
  5. communicate and follow-up
  6. check understanding and obtain feedback
Total quality management
flashcards
Decks in class (15)
# Cards
Brainscape helps you reach your goals faster, through stronger study habits.
© 2026 Bold Learning Solutions. Terms and Conditions