Total Quality Management (TQM). EVOC 509. With Contributions From Don Bertucci, Chaffey JUHSD And True Colors http://www.truecolors.org/ True Colors Store http://web.true-colors.com/.
Don Bertucci, Chaffey JUHSD
True Colors http://www.truecolors.org/
True Colors Store http://web.true-colors.com/
Keirsy Temperament Sorter II
Reference: True Colors http://www.truecolors.org/
True Colors Store http://web.true-colors.com/
Showing Our True Colors, Mary Miscisin
With a Bright Green By:
With a Bright Orange By:
With a Bright Blue By:
With a Bright Gold By:
Take the Keirsy Temperament Sorter
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)
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)
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)
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)
Isolate and Identify the Problem - Clarify the issue
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
PLAN – DO – STUDY - ACT
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.
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.
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.
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.
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.
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.
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.
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.
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.
Mary Miscisin, (2001), Showing Our True Colors: A Fun, Easy Guide for Understanding and Appreciating Yourself and Others, True Colors, Inc., Publishing, Riverside, CA
True Colors on-line Personality Test,
True Colors Sample Report (PDF File)
The Myers/Briggs Foundation
Take the Myers/Briggs Instrument
David Keirsey, (1998), Please Understand Me II: Temperament Character Intelligence, Matrix Books, Inc. ISBN 1-885705-02-06
Keirsey Temperament Sorter On-line
Situational Leadership On-line
Kenneth Blanchard, Patricia Zigarmi, Drea Zigarmi (1985), Leadership and the One Minute Manager: Increasing Effectiveness Through Situational Leadership, William Morrow and Company, NY,
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,
Kenneth Blanchard, Paul Hersey, (1988), Management of Organizational Behavior: Utilizing Human Resources, 5th Ed., Prentice Hall, Englewood Cliffs, NJ,
Kenneth Blanchard, Spencer Johnson, (1983), The One Minute Manager, William Morrow and Company, Inc., NY, NY,
Spencer Johnson, (1998), Who Moved My Cheese, G.P. Putnam and Sons Publishing, NY, NY, ISBN 0-399-14446-3
George J. Thompson, Ph.D., Jerry B. Jenkins, (1993), Verbal Judo: The Gentle Art of Persuasion, William Morrow and Company, Inc., NY, NY
Stephen R. Covey, (2004), The 8th Habit: From Effectiveness to Greatness, Free Press, Ny, Ny