Total Quality Management (TQM)

With Contributions

From

Don Bertucci, Chaffey JUHSD

And

True Colors http://www.truecolors.org/

True Colors Store http://web.true-colors.com/

Objectives: By the end of this lesson given information, activities and tools, scholars will be able to:

� Describe problem solving modalities and models � Discuss how applying modalities and models promote effective management

� Develop good working relationships with staff based upon strengths and weaknesses

� Discuss and apply effective management decisions through critical thinking skills

� Apply models and modalities to solve staff problems and resolve staff conflicts

� Develop an action plan for crisis management, emergencies and complaints

� Discuss and apply Total Quality Management (TQM) techniques in school operation

� Use resources for more information and tools about management modalities and models

Total Quality Management

(TQM)

�TQM is built upon meeting staff needs

�An administrator who focuses more on

meeting staff needs than on making their

jobs easier build loyalty

�A loyal staff will comply with management

requests in a positive manner even if the

task is a “necessary evil”

Management is a journey, not a

destination

� Evaluate the teacher needs

� Individual needs

� Collective needs

� Evaluate how to meet the needs

� Evaluate how effectively needs were met

through established feedback procedures

� Re-evaluate needs based on performance

outcomes

Approximate Comparison of

Management Style Systems (Miscisin, 2001)

Hippocrates Phlegmatic Choleric Melancholic Sanguine

Carl Jung Feeling Thinking Sensation Intuition

Myers/Briggs ENFJ, INFJ

ENFP, INFP

ENTJ, INTJ

ENTP, INTP

ESTJ, INTJ

SEFJ, ISFJ

ESFP, ISFP

ESTP, ISTP

Keirsey

Appolonian

Idealists

(NF)

Promethean

Rationals

(NT)

Epimethian

Guardians

(SJ)

Dionysian

Artisans

(SP)

Lowry Blue Green Gold Orange

What Is Your Management Style?

� Review the four True Color cards

� Place them in order of “most like you” to “least like you.”

� Assess the results to identify your style

� Is one color prevalent?

� Are you a combination?

� Is one color non-applicable?

� How will the result impact your management of each of the colors?

Reference: True Colors http://www.truecolors.org/

True Colors Store http://web.true-colors.com/

Showing Our True Colors, Mary Miscisin

Blue

YOUR CHARACTER

Gold

YOUR CHARACTER

I need to feel unique and authentic

Enthusiastic, Sympathetic, Personal

I look for meaning and significance in life

Warm, Communicative, Compassionate

I need to contribute, encourage and care

Idealistic, Spiritual, Sincere

I value integrity, and unity in relationships

Peaceful, Flexible, Imaginative

I am a natural romantic, a poet, a nurturer

AT WORK, I have a strong desire to influence others so

they may lead more significant lives. I often work in the arts, communication, education and helping professions.

I am adept at motivating and interacting with others.

IN LOVE, I seek harmonious relationships. I am a true romantic and believe in perfect love that lasts forever. I

bring drama, warmth, and empathy to all relationships. I enjoy the symbols of romance such as flowers,

candlelight, and music and cherish the small gestures of love.

IN CHILDHOOD, I was extremely imaginative and found

it difficult into the structure of school life. I reacted with great sensitivity to discordance or rejection and sought recognition. I responded to encouragement rather than

competition.

I need to follow rules and respect authority

Loyal, Dependable, Prepared

I have a strong sense of what is right and wrong in life

Thorough, Sensible, Punctual

I need to be useful and belong

Faithful, Stable, Organized

I value home, family and tradition

Caring, Concerned, Concrete

I am a natural preserver, parent and helper

AT WORK, I provide stability and can maintain

organization. My ability to handle details and to work hard makes me the backbone of many organizations.

I believe that work comes before play, even if I must work overtime to complete the job.

IN LOVE, I am serious and tend to have traditional

conservative views of both love and marriage. I want a mate who can work along with me, building a

secure, predictable life together. I demonstrate love and affection through the practical things I do for my loved ones.

IN CHILDHOOD, I wanted to follow the rules and regulations of the school. I understood and respected authority and was comfortable with academic routine.

I was the easiest of all types of children to adapt to the educational system

Orange

YOUR CHARACTER

Green

YOUR CHARACTER

I act on a moments notice

Witty, Charming, Spontaneous

I consider life as a game, here and now

Impulsive, Generous, Impactful

I need fun, variety, stimulation and excitement

Optimistic, Eager, Bold

I value skill, resourcefulness and courage

Physical, Immediate, Fraternal

I am a natural trouble-shooter, performer, competitor

AT WORK, I am bored and restless with jobs that are

routine and structured and satisfied in careers that allow me independence and freedom, while utilizing my physical

coordination and my love of tools. I view any kind of tool as an extension of myself. I am a natural performer.

IN LOVE, I seek a relationship with shared activities and

interests. With my mate, I like to explore new ways to energize the relationship. As a lover, I need to be bold and I

thrive on physical contact. I enjoy extravagant gifts that bring obvious pleasure to my loved ones.

IN CHILDHOOD, of all types of children, I had the most

difficulty in fitting into the academic routine. I learn by doing and experiencing, rather than by listening and reading. I need physical involvement in the learning process and am

motivated by my own natural competitive nature and sense

of fun.

I seek knowledge and understanding

Analytical, Global, Conceptual

I live life by my own standards

Cool, Calm, Collected

I need explanations and answers

Inventive, Logical, Perfectionist

I value intelligence, insight, fairness and justice

Abstract, Hypothetical, Investigative

I am a natural non-conformist, visionary, problem solver

AT WORK, I am conceptual and an independent

thinker. For me, work is play. I am drawn to constant challenge in careers, and like to develop models, explore ideas, or build systems to satisfy my need to

deal with the innovative. Once I have perfected an idea, I prefer to move on, leaving the project to be maintained

and supported by others.

ΙN LOVE, I prefer to let my head rule my heart. I dislike repetition, so it is difficult for me to continuously

express feelings. I believe that once feelings are stated, they are obvious to a partner. I am uneasy when my emotions control me. I want to establish relationships,

leave it to maintain itself, and turn my energies back to my career.

IN CHILDHOOD, I appeared to be older than my years and focused on my greatest interests, achieving in subjects that were mentally stimulating. I was impatient

with drill and routine. I questioned authority, and found it necessary to respect teachers before I could learn

from them.

• Review the four True Color cards

• Place them in order of most like to least like you

• Identify and record your

• Strengths

• Values

• Needs

• Joys

•True Colors Personality Test

•Reference: True Colors Solutions http://www.truecolors.org/programs_solutions.html

Reference: Become A Facilitator/Trainer

http://www.truecolors.org/facilitator_trainer.html

With a Bright Green By:

•Recognizing their need for independence

•Valuing their abstract thinking

•Helping them with day-to-day details

•Preserving their privacy to think and read

•Accepting their lack of romantic gestures

•Realizing their stress comes from the fear of appearing foolish

•Allowing them to be self critical

•Understanding they esteem themselves by being competent

•Praising with ingenuity

Reference: Meaning Behind the Colors

http://www.truecolors.org/color_meanings.html

With a Bright Orange By:

•Recognizing their need for freedom

•Valuing their playfulness

•Helping them to think before they act

•Spontaneously playing with them

•Realizing their stress comes from lack of excitement

•Reinforcing their optimism

•Praising their skills

•Responding to their generosity

Reference: Meaning Behind the Colors http://www.truecolors.org/color_meanings.html

With a Bright Blue By:

•Making romantic gestures

•Having intimate talks

•Recognizing their need to contribute

•Providing a caring atmosphere

•Expressing your feelings

•Being open and responsive

Reference: Meaning Behind the Colors

http://www.truecolors.org/color_meanings.html

With a Bright Gold By:

•Caring about their need for security

•Doing some reasonable planning

•Praising their responsible actions

•Remembering sentimental moments

•Acknowledging their stability

•Responding to important dates

Reference: Meaning Behind the Colors

http://www.truecolors.org/color_meanings.html

Take the Keirsy Temperament Sorter http://www.advisorteam.com/temperament_sorter/register.asp?partid=1

• Review the four personality types • What is the best way to work with each personality type?

• Which personality type are you?

• Compare your personality type with your True Color • How will the result impact your management of each of the

four types?

Idealists

As Abstract Cooperators, Idealists speak

mostly of what they hope for and imagine

might be possible for people, and they want

to act in good conscience, always trying to

reach their goals without compromising their

personal code of ethics.

More about Idealists (Click Here)

Artisans

As Concrete Utilitarians, Artisans speak mostly

about what they see right in front of them,

about what they can get their hands on, and

they will do whatever works, whatever gives

them a quick, effective payoff, even if they

have to bend the rules.

More about Artisans (Click Here)

Rationals

As Abstract Utilitarians, Rationals speak mostly

of what new problems intrigue them and what

new solutions they envision, and always

pragmatic, they act as efficiently as possible

to achieve their objectives, ignoring arbitrary

rules and conventions if need be.

More about Rationals (Click Here)

Guardians

As Concrete Cooperators, Guardians speak

mostly of their duties and responsibilities, of

what they can keep an eye on and take good

care of, and they're careful to obey the laws,

follow the rules, and respect the rights of

others.

More about Guardians (Click Here)

How does this help us work with

people? � Compare the Keirsey Personality Types with

the True Colors Personality Types

� In what ways is your personality type

compatible with the other personality types?

� In what ways is your personality type

diametrically opposed to the other personality

types?

� Are there shades or your personality in any of

the other personality types?

Some Effective Strategies

Isolate and Identify the Problem - Clarify the issue

Avoid generalizations

Be specific

The real problem may not be the complaint

Address the problem

Do not attack the person

Avoid intimate words (you) and say (it, them)

Empathize - Use echo technique to understand points-of-view

Address, don’t avoid emotions - Emotions generate barriers

Adopt non-threatening open posture/expressions

Ask Question, don’t give orders

Use contracts, involve them in solutions and accountability

Regardless and Nevertheless are powerful words

Total Quality Management

PLAN – DO – STUDY - ACT

PLAN

DO STUDY

ACT

Considerations and Compliance

� Politics - Internal and External

� Working with School Site Staff

� Working within District Guidelines

� Multi-Site Supervision

� Performance Evaluations

� Unity/Morale

� Communication

� Recognition

� Support

Develop an Action Plan

Based on the information from True Colors and

the Keirsey Temperament Sorter II, how

would you develop an effective working

relationship with each of the following

problematic personality types?

Develop an action plan for each problematic

personality type.

Bulldozer / Attack Tanks

Traits/Methods - Threatening, bullying, loud,

physically intimidating, argumentative, intrusive.

Goals - Dominance, control, winning.

Techniques to defuse - Don’t be intimidated. Keep

eye contact, open posture, isolate and seat them

close to you. Don’t react to trigger words. Clarify

the problem and possible solutions.

Sniper/Guilt Master

Traits/Methods - Snide remarks, double meaning,

rumors, labeling, quick to lay blame.

Goals - “Scoring” without being seen, shifting

blame, lowering others self-esteem to elevate their

own. Passive-aggressive behavior.

Techniques to defuse - Take away their

camouflage. Ask what they mean, tell them how it

made you feel. Clarify what you will not tolerate.

Isolate them, tell them you intend them to confront

them in the future, give them alternative ways to

approach you.

Nay Sayers

Traits/Methods - “I can’t”, nothing works, never

supplies solution, constant questioning of rules and

procedures, brings up negatives in all proposals.

Goals - Avoidance, passive aggressive anger

expressed toward authority figures.

Techniques to defuse - Challenge and identify their

negativism. Ask them to identify positives. Put

them in a responsible position.

Complainers/Whiners

Traits/Methods - Never satisfied, “yes-but’s”,

repeated complaints, presents no-win situations.

Rebuts all solutions, doesn’t take positive action,

uses “never” and “always”, projects hopelessness.

Goals - Sympathy, attention, avoidance.

Techniques to defuse - Don’t apologize, ignore

generalizing, ask for specifics. Write down

problem solving steps, don’t allow tangents,

involve them in the solution. Set accountability and

review dates.

The Quiet

Traits/Methods - Indirect, passive, difficult to read,

won’t give information or opinions. They hook you

in to carrying the conversation.

Goals - Same as Indecisive: Avoidance, fear of

failure or success, let others solve problems and

take responsibility.

Techniques to defuse - Use active listening, open

ended questions, go into a silent position and wait

them out.

Know It All

Traits/Methods - Controls discussion, supplies

solutions before asked. Answers their own

questions, attacks and scorns other opinions.

Quotes questionable sources for support of

positions. Rigid

Goals - Dominance, control, adulation and

attention.

Techniques to defuse - Feedback what they say,

bring up challenges, ask question. Give them

credit, reframe and modify.

Over-Agreeable

Traits/Methods - Passive, dependent, agrees to

anything, won’t make decisions or give honest

opinions. Nods head a lot.

Goals - Acceptance, approval, avoidance.

Techniques to defuse - Tell them you appreciate

honesty. Be directive.

References

The information in this slide show was compiled

from the following references. All of the

books cited were reading assignments in

other EVOC courses at CSUSB. If you have

not taken the other EVOC courses you should

obtain and read the books listed. You are

encouraged to add them to your reference

library.

References Cont’

Mary Miscisin, (2001), Showing Our True Colors: A Fun, Easy Guide for Understanding and Appreciating Yourself and Others, True Colors, Inc., Publishing, Riverside, CA

ISBN 1-893320-23-5

True Colors on-line Personality Test, http://www.true-colors-test.com/?OVRAW=true%20colors&OVKEY=true%20colors&OVMTC=standard

True Colors Sample Report (PDF File) http://www.true-colors-test.com/true-colors-personality-test.pdf

References Cont’

The Myers/Briggs Foundation http://www.myersbriggs.org/

Take the Myers/Briggs Instrument http://www.capt.org/take-mbti-assessment/mbti.htm

David Keirsey, (1998), Please Understand Me II:

Temperament Character Intelligence, Matrix Books, Inc.

ISBN 1-885705-02-06 https://www.matrixbooksinc.com/page2.html

Keirsey Temperament Sorter On-line http://www.advisorteam.com/temperament_sorter/register.asp?partid=1

References Cont’

Situational Leadership On-line

http://www.getfeedback.net/sitlead.php

Kenneth Blanchard, Patricia Zigarmi, Drea

Zigarmi (1985), Leadership and the One

Minute Manager: Increasing Effectiveness

Through Situational Leadership, William

Morrow and Company, NY,

ISBN 0-688-03969-3

References Cont’

Kenneth Blanchard, Donald Carew, Eunice Parisi-Carew, (2000), The One Minute Manger Builds High Performing Teams: Excellence Through Team Building, William Morrow and Company, Inc., NY,

ISBN 0-688-17215-6

Kenneth Blanchard, Paul Hersey, (1988), Management of Organizational Behavior: Utilizing Human Resources, 5th Ed., Prentice Hall, Englewood Cliffs, NJ,

ISBN 0-13-551268-9

References Cont’

Kenneth Blanchard, Spencer Johnson, (1983),

The One Minute Manager, William Morrow

and Company, Inc., NY, NY,

ISBN0-425-09847-8

Spencer Johnson, (1998), Who Moved My

Cheese, G.P. Putnam and Sons Publishing,

NY, NY, ISBN 0-399-14446-3

References Cont’

George J. Thompson, Ph.D., Jerry B. Jenkins, (1993), Verbal Judo: The Gentle Art of Persuasion, William Morrow and Company, Inc., NY, NY

ISBN 0-688-13786-5

Stephen R. Covey, (2004), The 8th Habit: From Effectiveness to Greatness, Free Press, Ny, Ny

ISBN 0-684-84665-9