Chapter 11: Effective Communication

Question 1

What is Communication?

Answer 1

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

Question 2

What is Effective Communication?

Answer 2

Effective communication is a higher order of communication. It means the message is received, understood, and being acted on in the desired manner.

Question 3

What is the role of communication in total quality?

Answer 3

Communication is the oil that keeps the total quality engine
running. Without it, total quality breaks down.
Communication plays the role of facilitating in a total
quality setting.

Question 4

What if the communication process?

Answer 4

Communication is a process that involves a message,
sender, receiver, and medium.

Question 5

What factors inhibit communication?

Answer 5

– Differences in meaning
– A lack of trust
– Information overload
– Interference
– Premature judgments
– “Kill the Messenger” syndrome
– Condescending tone
– Inaccurate assumptions
– Listening problems.