Chapter 5:Chapter 5:

Communication and Communication and Interpersonal RelationsInterpersonal Relations

Objectives:Objectives:

1. Define Communication

2. Understanding the Role of

Communication in Total Quality

3. Understanding Communicating

Process

4.To learn how to Improve

Communications

5. Learn how to develop Interpersonal

Skills

Defining CommunicationDefining CommunicationInexperienced managers sometimes make mistake of confusing telling with communicating and hearing with listening.

Telling and hearing don’t necessarily result in

communication.“I know you believe you understand what you think I

said, but I’m not sure you realize that what you heard

is not what I meant.”

Communication is the transfer of a message (information, idea, emotion,

intent, feeling, or something else) that is both received and understoodunderstood.

Effective Communication in Total Effective Communication in Total QualityQuality

In total quality, communication itself is not necessarily effective communication.

Effective Communication in Total Quality means that the message is received, understood, and acted upon.

Communication LevelsCommunication Levels

1.1. One-on-one levelOne-on-one level2.2. Team or Unit levelTeam or Unit level3.3. Company levelCompany level4.4. Community levelCommunity level

Understanding the Role of Understanding the Role of Communication in Communication in Total QualityTotal QualityIf total quality is the engine, communication is

the oil that keeps it running.

All elements of total quality (customer focus, effective leadership, teamwork, etc.) will not work if there’s no effective communication.

Communication role in Total Communication role in Total Quality is Facilitation Quality is Facilitation

Understanding Communication as a Understanding Communication as a ProcessProcess

Sender ReceiverMessage

Medium

Medium:

• Verbal• Non Verbal• Written and Electronic

Inhibitors of CommunicationInhibitors of Communication

1. Differences in meaning

2. Lack of Trust

3. Information Overload

4. Interference

5. Condescending tone

6. Poor listening skills

7. Premature judgments

8. Inaccurate assumptions

9. Kill-the-message syndrome

Establishing a Conducive Establishing a Conducive Communication ClimateCommunication Climate

A climate that is conducive to communication as one that “gives people the information they need to do their jobs well and also builds morale and encourages creativity”

Bad communication climate as one that “creates doubt and confusion, demotivating people and leading to cynicism ”.

Establishing a Conducive Establishing a Conducive Communication ClimateCommunication Climate

Bad communication climate happens in the ff.:

1. Communicating with peers and employees as little as possible, being secretive and mysterious

2. Being vague and obscure; speaking generalities

3. Communicating with only a select few individuals

4. Limiting employee access5. Communicating only when it is personally

advantageous to do so6. Ignoring the good ideas of employees

ListeningListening

One of the important communication skills is LISTENING.

• Good listening means receiving the message correctly, decoding it, and accurately perceiving what it means.

• Inhibitors to good listening include the ff. : lack of concentration, preconceived ideas, thinking ahead interruptions, tuning out, and interference.

• Emphatic listening means listening with the intent to understand.

• Responsive listening means seeking to receive and affirm both the messenger and the message.

ListeningListening

Listening skills may be improved by:

• Upgrading the desire to listen• Asking the right question• Judging what is really being said• Eliminating listening errors• Body factors and proximity must also be

managed carefully to listen well

Verbal CommunicationVerbal Communication

Verbal Communication can be improved by:

• Showing interest• Being friendly• Being flexible• Being courteous• Dropping your defenses• Stating your purpose• Acknowledging emotions• And using carefully phrased open-ended

questions.

Written CommunicationWritten Communication

Written Communication can be improved by:

• Being brief, direct, accurate, and practicing self-editing

Step by step strategy to write good reports• Define the problem• Develop a work plan• Gather relevant data• Process findings• Develop conclusion• Make recommendation

How to Improve Communication SkillsHow to Improve Communication Skills

• Keep up to date• Prioritize and determine time constraints• Decide whom to inform• Determine how to communicate• Communicate and follow-up• Check understanding• Get feedback

Interpersonal SkillsInterpersonal Skills

Interpersonal skills are those needed for people to work together in a positive manner that is conducive to both personal and corporate success.

To ensure that employees have good interpersonal skills, managers should recognize the need for them, select personnel carefully, provide training, measure skill, and reward it.