Khóa học Nân cao Kỹ năng Quản lý cấp trung

1. Vai tro Quan ly cap trung (Middle Manager)

Middle Manager la cau noi giua Lanh dao cap cao (Strategic) va Nhan vien thuc thi (Operational). Vai tro quan trong:

• Chuyen giao muc tieu: Thong bao & giai thich muc tieu tu Ban Giam doc cho nhan vien.
• Quan ly va chi dao: Giam sat cong viec, ho tro, giai quyet van de, danh gia hieu suat.
• Phien dich & Giai thich: “Dich” cac quy trinh, chinh sach cua CT tu tieng Anh sang tieng Viet cho nhan vien.
• Dong vien & Phat trien nhan vien: Tao dong luc, phan hoi, training, mentor.
• Bao cao & Tham van: Bao cao ket qua, rui ro cho cap tren. Dua ra y kien chuyen mon.
• Duy tri ky luat & Van hoa: Dam bao nhan vien tuan thu quy dinh, van hoa cong ty.

Thach thuc cua Middle Manager: Nhieu ap luc tu hai phia, bi “kep giua”, it duoc dao tao bai ban.

2. Lean Management Basics – Khac biet voi Lean Manufacturing

Lean Manufacturing focus vao San xuat (May moc, Quy trinh, Chat luong, Chi phi, Giao hang).

Lean Management focus vao Con nguoi & Quy trinh: Áp dụng nguyen ly Lean vao cac bo phan Van phong, Ban hang, Dich vu, HR, Finance, IT.

Nguyen ly Lean ap dung cho Quan Ly:

• Value (Gia tri): Khach hang can gi? -> Dich vu nhanh hon, Chat luong tot hon, Chi phi thap hon.
• Value Stream: Tu khi Khach hang yeu cau -> Khi ho nhan duoc Gia tri. Vi du: Quy trinh ban hang, Quy trinh tuyen dung, Quy trinh giai ngan.
• Flow: Lam cho quy trinh chay lien tuc, khong bi ngat quang (Cho doi, Phe duyet cham, Nhieu buoc khong can thiet).
• Pull: Lam khi co yeu cau, khong lam truoc.
• Perfection (Kaizen): Cai tien lien tuc.

Cong cu Lean cho Manager:

• VSM (Value Stream Mapping): Ve quy trinh van phong -> Tim Muda (Cho doi, Nhap lieu thua, Duyet cham).
• 5S: Sap xep ban lam, tai lieu -> Giam time search, Giam stress.
• Standard Work: Quy trinh lam viec dung cach, on dinh.
• Visual Management: Kanban dat hang, Andon bao loi quy trinh, KPI dashboard.
• Problem Solving: 5 Why, 8D cho van de nhan vien, Quy trinh.

3. 7 QC Tools – Giai quyet van de hang ngay

Manager lien tuc doi mat voi van de nhan vien, quy trinh. 7 QC Tools giup phan tich va giai quyet.

• Fishbone Diagram: Tim nguyen nhan cua van de (VD: Nhan vien cham deadlines, Khieu nai khach hang tang).
• Check Sheet: Thu thap thong tin lien tuc (VD: So gio lam them, So khieu nai theo loai).
• Pareto Chart: Xep thu tu nguyen nhan theo muc do anh huong (VD: 3 ly do khien nhan vien cham deadlines).
• Histogram: Hieu phan bo cua du lieu (VD: Distributed cua thoi gian xu ly don hang).
• Scatter Diagram: Moi quan he giua 2 yeu to (VD: So gio training vs Performance).
• Control Chart: Theo doi quy trinh on dinh khong (VD: So khieu nai theo ngay).
• Flow Chart: Hieu ro quy trinh hien tai.

CiCC co khoa hoc 7 QC Tools chuyen sau, co file Excel template de thuc hanh.

4. Problem Solving – 8D, 5 Why, Ishikawa

Manager can giai quyet van de nhu mot Project.

• 8D: Giai phap co cau truc cho van de nghiem trong, co huong dan tuan thu theo 8 buoc.
• 5 Why: Tim nguyen nhan goc de giai quyet triet de (Khong bao gio xay ra lai).
• Ishikawa (Fishbone): Tim nhieu nguyen nhan tiem nang, phan loai theo nguon (4M/5M/6M).
• PDCA Cycle: Plan-Do-Check-Act. Lam moi thu theo chu trinh.

5. Communication Skills – Noi va Nghe

Giao tiep hieu qua = Nghe tot + Noi ro rang.**

• Active Listening (Nghe chu dong): Tap trung, Dat cau hoi lam ro, Phản hồi (Paraphrase, Summarize). Khong ngat loi, khong phan xet.
• Clear & Concise Message: Dung tu ngu chinh xac, ngan gon. Structure: Message -> Reason -> Action.
• Feedback: Give & Receive. Dung cau truc SBI (Situation-Behavior-Impact). Khong dung cau truc “You always…” -> “You sometimes…”.
• Meeting Management: Co Agenda, CoMuc tieu, Dung gio, Ghi bien ban, Theo sat Action item.
• Non-verbal Communication: Ngon ngu co the, Giao tiep mat, Gio bay.

6. Leadership Skills – Tu duy lanh dao

Manager khong chi la nguoi quan ly -> ma la nguoi Lanh dao (Leader).

• Vision & Goal Setting: Dat muc tieu SMART cho team, Vision ro rang.
• Empowerment & Delegation: Trao quyen, giao viec phu hop nang luc nhan vien.
• Coaching & Mentoring: Huong dan, chia se kinh nghiem, giup nhan vien phat trien.
• Decision Making: Dua ra quyet dinh dung luc, dua tren data & logic.
• Conflict Resolution: Giai quyet xung dot noi bo team.
• Change Leadership: Dan dat team vuot qua thay doi.
• Emotional Intelligence (EI): Hieu ve cam xuc cua minh & nguoi khac -> Quan ly tot hon.

7. Performance Management – Quan ly hieu suat nhan vien

Quan ly hieu suat lien tuc, khong phai chi cuoi nam.**

• Set Clear Expectations: Job Description (JD), Performance Goals (SMART).
• Regular Check-ins: 1-1 meeting (weekly/bi-weekly). Feedback, Coaching, remove obstacles.
• Performance Appraisal: Dat diem theo muc tieu, theo hanh vi.
• Performance Improvement Plan (PIP): Cho nhan vien co hieu suat kem -> muc tieu ro, ho tro, thoi gian.
• Recognition & Reward: Khen thuong cho ket qua tot, no luc vuot troi.
• Discipline: Khi co vi pham -> Can xu ly dung quy trinh, cong bang.

8. Template & Tool cung cap

1. Middle Manager Skills Assessment (Excel: Self-assessment vs Best practice)
2. Lean for Office Basics Checklist (Excel: Muda identification in office process)
3. 7 QC Tools Application Guide (Excel: Tool, When to use, Example)
4. 8D Problem Solving Report Template (Word)
5. Communication Style Assessment (Online test link)
6. Feedback SBI (Situation-Behavior-Impact) Template (Word)
7. SMART Goal Setting Worksheet (Excel)
8. Performance Review Form (Word/Excel)
9. Coaching Conversation Planner (Word)

9. Lien he tu van

Hotline: 098 905 1920 (Chi Dung)

Email: dung.truong@lean.vn

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