Communication: The Axioms for Achieving Quality

Article

Krobetzky, Dione A.; Spadafora, Jr., Michael   (1986, ASQC)   Ebasco Services Incorporated, New York, NY

40th Annual Quality Congress, May 1986, Anaheim, CA    Vol. 40    No. 0
QICID: 3184    May 1986    pp. 231-236
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Article Abstract

Communication today is a modern science; it is an advanced technology so sophisticated that it staggers even the wildest imagination. But, more basic to our everyday existence, is the communication we employ to convey our feelings or needs such as warmth, hunger, affection, fear, etc. Our daily routines and expressions like "who's taking out the garbage today," "are you going to the bank today," "thank God it's Friday" are examples of communication that largely impact the quality of our lives and work. Communication is the tool or mechanism that connects our inner selves to the outer world. Sophisticated personal communication skills are very much a matter of quality; it is the bridge between two worlds, our psyche and our environment.In the Quality Industry we all talk about fine workmanship and from time to time we've all echoed such cliches as "Pride in Workmanship." Yet many of us have asked ourselves, "What ever happened to that pride in ourselves and our work?" Certainly our economy is confusing right now. The dollar is strong but manufacturing and exports are slow and the international market is highly competitive. How do we compete and succeed in such an environment? One resounding answer is Quality Assurance which has come to mean not only the planned, systematic and the programmatic but, also the key to better business.Personal communication now becomes the key to quality. It is the ability to translate our thoughts into working viable quality programs, procedures, forms, statistical trends, etc. This paper disucsses the impact of various communication styles and methods on quality thereby demonstrating a key role of effective communication.An important ingredient of effective communication is the motivation factor. What are we trying to say? For what purpose? To whom are we communicating our thoughts? Another factor for the successful two-way communication process is the "Art of Listening." There are, however, barriers to effective communication, including: ambiguity of language, personal inner conflicts, subjectivity and emotional trigger words. The skill of communication encompasses all of the above and many other considerations and therefore is very much a quality matter.

Keywords

Human resources (HR),Quality communications


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