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BIODATA - NIK ZAFRI




NIK ZAFRI BIN ABDUL MAJID, CONSULTANT/TRAINER
Email: nikzafri@yahoo.com, nikzafri@gmail.com
http://www.nikzafri.blogspot.my

Kelantanese, Alumni of Sultan Ismail College Kelantan (SICA), Diploma (Management), IT Competency Cert, Certified Written English Professional US. Has participated in many seminars/conferences (local/ international) in the capacity of trainer/lecturer and participant.

Affiliations :- Council Member of Gerson Lehrman Group NY, Institute of Quality Malaysia, Malaysian Institute of Management, Malaysian Occupational Safety and Health Professionals Association, Auditor ISO 9000 IRCAUK, Auditor OHSAS 18000 (SIRIM and STS) /EMS ISO 14000:2004 and Construction Quality Assessment System (CONQUAS, CIDB (Now BCA) Singapore),

* Possesses 26 years of experience/hands-on in the multi-modern management & technical disciplines (systems & methodologies) such as Knowledge Management (Hi-Impact Management/ICT Solutions), Quality (TQM/ISO), Safety Health Environment, Civil & Building (Construction), Manufacturing, Motivation & Team Building, HR, Marketing/Branding, Business Process Reengineering, Economy/Stock Market, Contracts/Project Management, Finance & Banking, etc. He was employed to international bluechips involving in national/international megaprojects such as Balfour Beatty Construction/Knight Piesold & Partners UK, MMI Insurance Group Australia, Hazama Corporation (Hazamagumi) Japan (with Mitsubishi Corporation, JA Jones US, MMCE and Ho-Hup) and Sunway Construction Berhad (The Sunway Group of Companies). Among major projects undertaken : Pergau Hydro Electric Project, KLCC Petronas Twin Towers, LRT Tunnelling, KLIA, Petronas Refineries Melaka, Putrajaya Government Complex, Sistem Lingkaran Lebuhraya Kajang (SILK), Mex Highway, KLIA1, KLIA2 etc. Once serviced SMPD Management Consultants as Associate Consultant cum Lecturer for Diploma in Management, Institute of Supervisory Management UK/SMPD JV. Currently – Associate/Visiting Consultants/Facilitators, Advisors for leading consulting firms (local and international) including project management. To name a few – Noma SWO Consult, Amiosh Resources, Timur West Consultant Sdn. Bhd., TIJ Consultants Group (Malaysia and Singapore) and many others.

* Ex-Resident Weekly Columnist of Utusan Malaysia (1995-1998) and have produced more than 100 articles related to ISO-9000– Management System and Documentation Models, TQM Strategic Management, Occupational Safety and Health (now OHSAS 18000) and Environmental Management Systems ISO 14000. His write-ups/experience has assisted many students/researchers alike in module developments based on competency or academics and completion of many theses. Once commended by the then Chief Secretary to the Government of Malaysia for his diligence in promoting and training the civil services (government sector) based on “Total Quality Management and Quality Management System ISO-9000 in Malaysian Civil Service – Paradigm Shift Scalar for Assessment System”

Among Nik Zafri’s clients : Adabi Consumer Industries Sdn. Bhd, (MRP II, Accounts/Credit Control) The HQ of Royal Customs and Excise Malaysia (ISO 9000), Veterinary Services Dept. Negeri Sembilan (ISO 9000), The Institution of Engineers Malaysia (Aspects of Project Management – KLCC construction), Corporate HQ of RHB (Peter Drucker's MBO/KRA), NEC Semiconductor - Klang Selangor (Productivity Management), Prime Minister’s Department Malaysia (ISO 9000), State Secretarial Office Negeri Sembilan (ISO 9000), Hidrological Department KL (ISO 9000), Asahi Kluang Johor(System Audit, Management/Supervisory Development), Tunku Mahmood (2) Primary School Kluang Johor (ISO 9000), Consortium PANZANA (HSSE 3rd Party Audit), Lecturer for Information Technology Training Centre (ITTC) – Authorised Training Center (ATC) – University of Technology Malaysia (UTM) Kluang Branch Johor, Kluang General Hospital Johor (Management/Supervision Development, Office Technology/Administration, ISO 9000 & Construction Management), Kahang Timur Secondary School Johor (ISO 9000), Sultan Abdul Jalil Secondary School Kluang Johor (Islamic Motivation and Team Building), Guocera Tiles Industries Kluang Johor (EMS ISO 14000), MNE Construction (M) Sdn. Bhd. Kota Tinggi Johor (ISO 9000 – Construction), UITM Shah Alam Selangor (Knowledge Management/Knowledge Based Economy /TQM), Telesystem Electronics/Digico Cable(ODM/OEM for Astro – ISO 9000), Sungai Long Industries Sdn. Bhd. (Bina Puri Group) - ISO 9000 Construction), Secura Security Printing Sdn. Bhd,(ISO 9000 – Security Printing) ROTOL AMS Bumi Sdn. Bhd & ROTOL Architectural Services Sdn. Bhd. (ROTOL Group) – ISO 9000 –Architecture, Bond M & E (KL) Sdn. Bhd. (ISO 9000 – Construction/M & E), Skyline Telco (M) Sdn. Bhd. (Knowledge Management),Technochase Sdn. Bhd JB (ISO 9000 – Construction), Institut Kefahaman Islam Malaysia (IKIM – ISO 9000 & Internal Audit Refresher), Shinryo/Steamline Consortium (Petronas/OGP Power Co-Generation Plant Melaka – Construction Management and Safety, Health, Environment), Hospital Universiti Kebangsaan Malaysia (Negotiation Skills), Association for Retired Intelligence Operatives of Malaysia (Cyber Security – Arpa/NSFUsenet, Cobit, Till, ISO/IEC ISMS 27000 for Law/Enforcement/Military), T.Yamaichi Corp. (M) Sdn. Bhd. (EMS ISO 14000) LSB Manufacturing Solutions Sdn. Bhd., (Lean Scoreboard (including a full development of System-Software-Application - MSC Malaysia & Six Sigma) PJZ Marine Services Sdn. Bhd., (Safety Management Systems and Internal Audit based on International Marine Organization Standards) UNITAR/UNTEC (Degree in Accountacy – Career Path/Roadmap) Cobrain Holdings Sdn. Bhd.(Managing Construction Safety & Health), Speaker for International Finance & Management Strategy (Closed Conference), Pembinaan Jaya Zira Sdn. Bhd. (ISO 9001:2008-Internal Audit for Construction Industry & Overview of version 2015), Straits Consulting Engineers Sdn. Bhd. (Full Integrated Management System – ISO 9000, OHSAS 1800 and EMS ISO 14000 for Civl/Structural/Geotechnical Consulting), Malaysia Management & Science University (MSU – (Managing Business in an Organization), Innoseven Sdn. Bhd. (KVMRT Line 1 MSPR8 – Awareness and Internal Audit (Construction), ISO 9001:2008 and 2015 overview for the Construction Industry), Kemakmuran Sdn. Bhd. (KVMRT Line 1 - Signages/Wayfinding - Project Quality Plan and Construction Method Statement ), Amiosh Resources - (1) Lembaga Tabung Haji - Flood ERP (2) WNA Consultants - DID/JPS -Flood Risk Assessment and Management Plan - Prelim, Conceptual Design, Interim and Final Report etc. (3) Tunnel Fire Safety - Fire Risk Assessment Report - Design Fire Scenario), Safety, Health and Environmental Management Plans leading construction/property companies/corporations in Malaysia. Timur West Consulting (1) Business Methodology and System (2) Information Security Management Systems (ISMS) ISO/IEC 27001:2013 for Majlis Bandaraya Petaling Jaya ISMS/Audit/Risk/ITP Technical Team

* Has appeared for 10 consecutive series in “Good Morning Malaysia RTM TV1’ Corporate Talk Segment discussing on ISO 9000/14000 in various industries. For ICT, his inputs garnered from his expertise have successfully led to development of work-process e-enabling systems in the environments of intranet, portal and interactive web design especially for the construction and manufacturing. Some of the end products have won various competitions of innovativeness, quality, continual-improvements and construction industry award at national level. He has also in advisory capacity – involved in development and moderation of websites, portals and e-profiles for mainly corporate and private sectors, public figures etc. He is also one of the recipients for MOSTE Innovation for RFID use in Electronic Toll Collection in Malaysia



Risk Based Thinking ISO 9001:2015

(The answers provided are not to be deemed as solutions but basic guidelines, please contact me for further details of consultancy and training)

Q : Do I issue NCR for Risk Identification/Assessment? (i.e. HIRARC)

A : Risk Identification/Asessment and even HIRARC itself is an assessment NOT an audit/inspection. Please do not confuse the two. When we talk about risk, the word "proactive" must always come into the picture. Risk Based Thinking in the new ISO 9001:2015 is previously known as "Preventive Action" but spoken in a wider sense.

If you are using HIRARC, then there are "marks" to denote severity and likelihood of the risk being identified. You can note suggestion or instruction for improvement based on your findings and discuss in your Management Review.

Q : I am a newbie in Risk Management, where to start on Risk Based Thinking during upgrading from the old version?

A: ISO 9001:2015 do not make it "a must" to have a full risk management. Unless it's already part of your core business process (especially planning), e.g. using HIRARC, then that's different. Look at your core business process and identify/ brainstorm the possible risk associated with every process where applicable. Using the Risk Register would be a good idea.

The reason why "Risk Based Thinking" is introduced into ISO 9001:2015 is because to reduce non-conformance and customer complaints, to justify clearly (substantiated with evidence) the Department/Unit Objectives, KPI/KRA, Balance Scorecard etc. (not simply pick up a figure from 'the sky')

Note :


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ON THE"LABEL" SECTION BELOW (RIGHT SIDE COLUMN), YOU CAN CLICK ON ANY TAG - TO READ ALL ARTICLES ACCORDING TO ITS CATEGORY (E.G. LABEL : CONSTRUCTION) OR GO TO THE VERY END OF THIS BLOG AND CLICK "Older Posts"

Monday, June 09, 2008

Keunggulan Pedagogi - Menangani Krisis dan Konflik

(Panduan Psikologi Menangani Masalah Pelajar dan Pendidik)

Usahasama: Nik Zafri dan Tetty Henney Zulkifli


© 2000 - Kajian ini telah diambil daripada banyak sumber dan telah diolah kembali dengan mengambilkira faktor-faktor semasa termasuk pengalaman sidang pengarang. Sebarang penyalinan/aplikasi kembali harta intelek ini dalam apa juga bentuk tanpa kebenaran daripada sidang pengarang adalah salah disisi undang-undang.

1.0 MENANGANI KRISIS

Apabila perancangan dan teknik mempengaruhi tingkahlaku pendidik gagal untuk menangani kenakalan pelajar, pendidik perlu mewujudkan pelan pengurusan krisis yang terdiri daripada:-

  • Takrif khusus "krisis"
  • Strategi pencegahan
  • Prosedur yang melibatkan kerjasama berpasukan
  • Corak melaporkan krisis atau sesuatu insiden
  • Log atau folder pelajar
  • Sistem kakitangan sokongan

Suatu krisis biasanya terdiri daripada 5 fasa yang khusus dan mudah dikenali. Mengenalpasti tanda-tanda krisis akan membantu pendidik atau lain-lain kakitangan untuk mengambil tindakan dan membuat keputusan.

1. Fasa Trigger

Sesuatu perlakuan yang muncul atau menyebabkan tekanan fisikal dan mental. Ini menyebabkan pelajar tidak memberikan maklumbalas, berdiam diri, berwajah masam dan tidak menjawab walaupun ditanya guru beberapa kali. Cara menanganinya ialah pendidik perlu memberikan sokongan dengan bercakap dengan pelajar secara lemah lembut. Cuba tarik perhatian pelajar dengan jenaka ringkas, atau mungkin mengajak pelajar melihat pemandangan sekeliling.

  1. Fasa Semarak
  2. Pelajar menunjukkan tanda-tanda tekanan (distress) Tandanya dapat dilihat apabila otot-otot dilihat menegang, ketinggian suara atau bercakap dengan laju, tidak boleh duduk diam diatas kerusi, pandangan tidak tetap kadangkala kekiri dan kekanan, tapak tangan menggosok muka atau lain-lain gesture. Ini disebabkan oleh darah yang mengalir dengan pantas daripada otak ke bahagian otot yang menyebabkan berlakunya tekanan. Pendidik perlu memberikan ruang untuk pelajar merehatkan diri sejenak atau mungkin cuba mengajak pelajar-pelajar bangun dan bersenam/riadah ringkas.

  3. Fasa Meletup (Blow-Up)

Pelajar gagal mengawal kata-kata dan tindakan fisikal. Anjakan ke bawah (downshifting) akan berlaku dan adrenalin mula mengepam (dan akan berlaku selama 30 minit), dan pelajar menjadi agresif secara tiba-tiba serta gagal memproses atau sintesis maklumat. Keupayaan untuk memproses bahasa secara lisan atau tulisan termasuk mengenali corak juga akan mengalami kegagalan. Ketika ini, pelajar berpotensi bertindak tidak rasional, merbahaya dan destruktif. Pendidik perlu memastikan keselamatan dirinya, pelajar berkenaan dan pelajar-pelajar lain semasa krisis. Cuba memujuk dengan suara yang lemah lembut, jangan ada sebarang provokasi, stimuli, dan sasaran samada daripada pendidik atau pelajar-pelajar lain. Asingkan pelajar lain seberapa segera dan cuba berundur untuk meminta bantuan kakitangan lain jika gagal.

  1. Fasa Stabil dan Recovery

Walaupun pelajar mula tenang tetapi tekanan masih ada dalam dirinya dan jika beliau terasa "diancam" dengan provokasi; walaupun secara lemah-lembut; akan menyebabkan ia "meletup" kembali. Nafasnya juga pendek dan warna wajahnya akan berubah menjadi tenang dan otot akan menurun. Pendidik perlu bertenang dan cuba bantu menenangkan pelajar. Jangan mengugut dengan denda atau hukuman dan lain-lain tekanan. Tunjukkan keprihatinan terhadap pelajar berkenaan.

5. Selepas Krisis/Depresi

Dalam fasa terakhir, apabila kimia badan menurun ketahap normal, pelajar mungkin penat, mengantuk atau tidak berapa berminat melibatkan diri dalam aktiviti selanjutnya. Ada juga pelajar yang seperti "terlupa" dengan apa yang telah berlaku dan cuba untuk mengelakkan sebarang perbincangan atau memberi pandangan berbentuk sinis mengenai insiden berkenaan. Rasa malu yang berlebihan, merasa dipandang rendah oleh rakan-rakan dan sebagainya akan menyebabkan tindakan pelajar kembali agresif. Jika perlu, pelajar berkenaan harus diberikan cuti.

Cuba berbincang kembali dengan pelajar bermasalah secara bersendirian dan pelajar-pelajar lain secara berasingan. Bincangkan apa yang berlaku dan apakah reaksi jika ianya berlaku lagi. Insiden berkenaan perlu direkodkan untuk mencari tindakan pembetulan dan pencegahan secara proaktif dan reaktif.

2.0 MENANGANI KONFLIK

Pelajar bergantung kepada pendidiknya sebagai "orang dewasa" sebagai role-model atau contoh. Pendidik perlu mengawal suara, body language dan kata-kata yang dikeluarkan. Emosi pendidik dibayangkan menerusi suara dan gerak badan.

Suara Rendah, Terkawal dan Terhormat

pitch: sentiasa bertukar tetapi tidak terlalu tinggi dan tidak terlalu rendah/perlahan. Terlalu tinggi boleh menyebabkan elemen hilang kawalan dan jika terlalu rendah/perlahan - mungkin menyebabkan keletihan atau mengantuk.

resonan: dari dada ke kepala

irama: gabungan pitch dan resonan serta "kemas"

suara: bernafas seperti biasa, steady dan mudah didengari.

kelajuan: normal, jika terlalu laju akan menyebabkan kebosanan.

Gerak Badan secara Minima dan Dimana Perlu

gerakan: perlahan dan tidak panik atau membayangkan jiwa bermasalah.

Kedudukan/jarak dengan pelajar: lebih kurang 3 kaki, tidak terlalu dekat "muka dan muka", tidak terlalu "mengerumuni" dan sebagainya.

Tahap-mata: sentiasa memandang terus kepada mata pelajar-pelajar secara rawak.

Memek muka: ceria dan tersenyum - bukan ketawa terbahak-bahak.

Postur yang rileks: tangan tidak digenggam, kaki/sendi yang rileks dan lain-lain. Kurangkan menunjuk dengan jari telunjuk. Cuba gunakan nama pelajar dan angguk serta senyum sedikit selepas pelajar bangun untuk menjawab.

Penggunaan Perkataan

  • Gunakan nama pelajar
  • Berinteraksi kurang dari seminit semasa sesi tanya jawab.
  • Terikat kepada apa yang sedang dipelajari dan tidak terlalu terbawa-bawa kepada apa yang tidak berkaitan dengan pelajaran atau contoh yang sepatutnya berkaitan dengan topik dibawa-bawa kepada sub-topik yang tidak penting kepada topik yang sedang dipelajari.
  • Elakkan sindiran terlalu sinis atau terbuka terhadap pelajar bermasalah.

Membuat Permintaan/Memberikan Arahan

  1. Membuat permintaan/arahan secara bersopan - jangan menggunakan soalan - hanya satu permintaan/arahan pada setiap masa - memberikan panduan untuk pelajar membuat dan bukannya yang tidak boleh dibuat - gunakan perkataan "tolong" atau "please" pada arahan permintaan pertama.
  2. Berikan 5-10 saat pelajar untuk memberikan maklumbalas - jangan mendesak
  3. Jika jawapannya positif, jelaskan rasional disebalik permintaaan/arahan berkenaan secara ringkas supaya pelajar memahami dan ikhlas melakukannya kerana ingin membantu gurunya dan bukannya kerana dipaksa.
  4. Ucapkan terima kasih dan tunjukkan penghargaan pendidik dengan senyuman atau tidak keterlaluan jika membelanja pelajar di kantin/kafeteria.

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