Cqe preparation | communication skills

CQE EXAM
PREPARATION COURSE
Part 1
Management and Leadership
By :
Eng : Hosam Abd El-Galeil

Chapter 1 A. Quality Philosophies and Foundations
Chapter 2 B. The Quality Management System
Chapter 3 C. ASQ Code of Ethics for Professional Conduct
Chapter 4 D. Leadership Principles and Techniques
Chapter 5 E. Facilitation Principles and Techniques
Chapter 6 F. Communication Skills
Chapter 7 G. Customer Relations
Chapter 8 H. Supplier Management
Chapter 9 I. Overcoming Barriers to Quality Improvement
Content

Objective :
Chapter 6
F. Communication Skills
Analyze (Analysis Level)
Break down information into its constituent parts and recognize their
relationship to one another and how they are organized; identify
sublevel factors or salient data from a complex scenario.
3

The Need For Communication Skills
In the quality field, effective communication is essential in order for
everyone to understand and have a sense of ownership of the common
vision.
Every employee must be aware of objectives and necessary actions that
are required for successful quality initiatives within the organization.
Communication is a key to leadership. Leaders must establish a vision,
communicate that vision to those in the organization, and provide the
tools and knowledge necessary to accomplish the vision.
Remember that leadership is needed at all levels of the organization.
6

Creating a shared vision
In order to accomplish a stated goal, all members involved in reaching that goal
must understand and be committed to achieving that goal.
One way to achieve understanding and commitment is to include all members in the
complete process.
To create understanding and commitment, leaders employ skills such as clear
formulation of a concept, emphasis of key points, repetition, and summarization.
Every successful quality engineer will master both
discussion skills and presentation skills.
7

Communication Process
When we communicate we try to establish a coming together or common ground
with someone.
The greater the areas of common experience and understanding that the
sender and the receiver share, the greater the possibility for successful
communication.
This means that communication is greatly enhanced by repetitive contact
and sharing.
Human communication is dynamic and ever changing.
 It is irreversible in that once it is transmitted and received it can never be
totally forgotten or erased from memory.
It is interactive in that it must be shared. It exists within a context both
social and cultural, never in a vacuum.
9

The three interrelated and equally important dimensions of the rhetorical process
are ethos, logos, and pathos.
Understanding the three basic rhetorical principles as set forth by this ancient Greek
scholar can help quality professionals communicate.
These principles are equally important to both oral and written communication.
Ethos, Logos, Pathos (credibility, logic, and emotion)
Ethos :
Often defined as credibility and the dimensions of credibility are competence,
character, goodness, decency and trustworthiness, composure, sociability,
dynamic extroversion, and a sense of purpose.
(Effective communication is deep, subtle, and complex!)
Logos:
Logic, evidence, sequence of thought, building up of the case in a pleasing
manner that enhances comprehension. It means giving an idea order and form.
Pathos:
The appeal to emotions. It implies a reaching out to our common bond of
feelings and our innate sense of being human.
The use of pathos has the ability to create in us a deeply felt response.
10

Active Listening
The receiver decides to listen closely to gain information, obtain direction,
understand others, solve problems, share interests, see how another feels,
show support, and so on.
Active listening means to listen with purpose and concentration
11

Dimensions of Active Listening
Listening to understand
will not always mean agreement. Rather it means trying to grasp fully what is
being sent from the point of view, feelings, and experiences of the sender.
It involves paraphrasing and perception checking, which includes saying in your
own words how you have interpreted the other person’s ideas and feelings and
asking if your statement is correct.
This is done to ensure that your understanding is accurate.
Listening to confirm
Includes behavior that indicates to the sender that you are attending to the
message and accepting the point of view expressed even though you may not
agree.
Your actions indicate that you value the person and the message that is being
transmitted.
This is frequently done while the message is being sent by nonverbal means such
as looking at the sender, nodding, and positive facial expressions.
12

Diminishing defensiveness
As a listener also is accomplished nonverbally while the message is being sent by
refraining from turning away, closing your eyes, agitated movement of your
body, or negative facial expressions.
Immediate verbal evaluations or interruptions of the message also will create
defensiveness in the sender and should be avoided.
Dimensions of Active Listening
Active listening requires the listener to hear the
message, understand the meaning, and then verify
the meaning by offering feedback both verbally and
nonverbally.
13

Feedback
There are five main categories of feedback, listed following in the order in
which they most frequently occur in communication exchanges:
1.Evaluation.
Making judgment about the worth, goodness, or appropriateness of the
statement.
2. Interpretation.
Paraphrasing or perception checking as a means of clarification.
3. Support.
Confirming behavior that encourages the sender to continue to communicate.
4. Probing.
Attempting to gain additional information, continue the discussion, or clarify a
point.
5. Understanding.
Trying to discover completely what the sender of the message intends or means
by the message.
15
It provides the opportunity for clarification and in-depth understanding.

There are several ways for the listener to diminish this
potential defensiveness:
1. Limit negative evaluations
2. Keep evaluations honestly positive
3. Postpone specific evaluations
4. Keep evaluations tentative
5. Own your own statements
6. Ask for responses to your evaluations
Evaluation is the one that must be used with the most care.
Insensitive evaluation will create defensiveness in the sender
and may break the communication process.
Being an active listener and supplying adequate feedback provide the important
other half of the communication process.
16
It holds equal responsibility with the sender for the successful transaction.
It is what allows the message to be accepted and the unifying vision to be
implemented.

C Q E Exam Prep. Course
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