At the ASQ 2013 Service Conference, The Pauleys will be presenting Seizing the Competitive Advantage with Service Quality on Monday, October 7, 2013 at 2:30 – 3:30 p.m. Participants in this fun filled session will learn how to apply the concepts of Dr. Taibi Kahler’s Process Communication Model with their clients in building a positive relationship with each individual with whom they interact while providing quality service, thereby seizing the competitive advantage and building for the future. On Tuesday afternoon, I have the honor to be presenting at the same conference, Session T06: Lean Service Design.
Podcast at bottom of post.
The Process Communication Model (PCM) was developed by Dr. Taibi Kahler and Judy and Joe Pauley have been teaching and implementing this model for over twenty years. The Six Personality Types of the Process Communication Model identified by Dr. Kahler are; Reactor, Workaholic, Persister, Dreamer, Rebel, and Promoter. From the Kahler Communication is an introduction on how PCM and Lean relate to each other:
Lean has been referred to as a common sense organization of effort and people wonder why they haven’t always done things that way. People who apply the concepts of Process Communication say that the concepts “make sense” and wonder why they only now are being made aware of the concepts.
Judy and Joe Pauley have written several books demonstrating the use of PCM:
- Teaching; Here’s How to Reach Me: Matching Instruction to Personality Types in Your Classroom
- Healthcare: Establishing A Culture of Patient Safety: Improving Communication, Building Relationships, and Using Quality Tools
- Leadership: Communication: The Key to Effective Leadership
Judith Ann Pauley, PhD, is the CEO of Process Communications Inc., an international management communications training and development company. She also is an Adjunct professor in the graduate education departments of 7 universities from New Hampshire to California, including the Education Leadership Program at George Mason University in Virginia and the Education Department at California State University San Marcos.
Joseph F. Pauley is the President and COO of Kahler Communications (Washington, D.C.) and is an Adjunct professor at the same universities as Judith Ann. Mr. Pauley served in a variety of leadership positions in the navy during the Korean War. After his naval service, he had a very successful 34-year leadership career with the U.S. government. Twenty-one of those years he and his wife lived in Asia where he became an authority on managing, communicating with, and motivating people from other cultures.
Lean Sales and Marketing: Learn about using CAP-Do
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