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
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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
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 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?
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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
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 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.
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
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.
IN 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.
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.
• 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
ACT
STUDY
PLAN
DO
Considerations and Compliance
 Politics - Internal and External
 Working with School Site Staff
 Working within District Guidelines
 Multi-Site Supervision
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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 ParisiCarew, (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