Managing behavioural conflict workers training

Managing Behavioral Conflicts(Personality differences and conflict

management)RCCG WORKERS TRAINING

© 2015. The Redeemed Christian Church of God, Royal Generation Youth Parish , 1-5 Admiralty Road, Lekki Phase 1 22

COURSE OBJECTIVES

The objectives of this course are to:a) Enable workers learn about the characteristics of the various personality

types that may exist within their groups/ministries; and

b) Educate workers on the various techniques to handle conflicts which may arise in their groups/ministries.


TEMPERAMENTSINTRODUCTION TO TEMPERAMENTS

• As human beings, there are “reasons” for everything we do though we sometimes find it difficult to understand why we think like we think, feel like we feel, or act like we act in life.

According to the scientific analysis all human personalities are commonly divided up into four major categories and these four types are further broken down into two categories — Extroverts and Introverts.• Extroverted Personalities: are more “out-going,”

more sociable. (Choleric and Sanguine)• Introverted Personalities: are more shy and

“reserved”. (Melancholy and Phlegmatic)

This lecture is therefore important for us as workers as it helps us to fully appreciate and learn how to deal with our differences.


TEMPERAMENTSTHE FOUR CATEGORIES OF TEMPERAMENTS

Sanguine

Phlegmatic

Choleric

Melancholic



Strengths• Is warm, lively, never at loss of words

• Is responsive to people, enjoyable, optimistic, apologizes easily, engages in activities requiring energy

Weakness

• Is emotionally unpredictable

• Forgets promises and obligations

• Is sometimes disorganized

Strengths• Is confident, strong- willed, self

determined, self-sufficient, fearless and bold

• Is a good organizer and promoter

Weakness

• Is insensitive to the needs of others, sometimes disgusted by the tears of others and almost never cries

• Can be cruel, blunt, bossy, domineering

SANGUINE CHOLERIC



Strengths• Is calm, dependable, good-natured,

pleasant and peace-loving

• Has many friends because they are easy-going

Weakness

• Is sometimes too calm, slow and lazy, indecisive

• They don’t get involved, selfish and stingy, indifferent about others

Strengths• Though makes friends cautiously, they

can be very dependable

• Has strong perfectionist tendencies and likes detailed, intellectual work

• They love music and art; can be deep reflective thinkers

Weakness• Critical of other imperfections

• Can be very impractical, hesitant to begin a new project and over –analyses things

• Can be moody and gloomy

MELANCHOLYPHLEGMATIC


CONFLICTS

• The subsequent sections will give workers steps to practical conflict resolution processes that they can use to resolve conflict disputes of any size.

• Workers will also be provided a set of skills in solution building and finding common ground.

Given the uniqueness of our personalities even as workers, there is bound to be conflict when we work together...


• Conflict situations are an important aspect of the workplace/community. A conflict is a situation when the interests, needs, goals or values of involved parties interfere with one another.

• Conflicts are common. • Is conflict a bad thing? Not necessarily. Often, a conflict presents opportunities for

improvement. Therefore, it is important to understand (and apply) various conflict resolution techniques.

CONFLICT RESOLUTIONWHAT IS CONFLICT?

ForcingWin-Win

(Collaborating)Compromising

Withdrawing Smoothing

Conflict Management Techniques


CONFLICT RESOLUTIONCONFLICT RESOLUTION TECHNIQUES : WIN-WINCollaboration involves an attempt to work with the other person to find a solution to the problem in hand (the one that most satisfies the concerns of both parties).

• Examples of when Win-Win may be appropriate:o When consensus and commitment of other parties is importanto When a long-term relationship is importanto When it is required to address the interests of multiple stakeholders

• Possible Advantages:o Leads to solving the actual problemo Builds a foundation for effective collaboration in the futureo You earn the reputation of a good negotiator

• Caveats:o Requires a commitment from all parties to look for a mutually acceptable solutiono May require more effort and more time than some other methods.

Win-Win (Collaborating)


CONFLICT RESOLUTIONCONFLICT RESOLUTION TECHNIQUES : WITHDRAWINGAlso known as avoiding. This is when a person does not pursue her/his own concerns or those of the opponent. He/she does not address the conflict, sidesteps, postpones or simply withdraws.

• Examples of when Withdrawing may be appropriate:o When the issue is trivial and not worth the efforto When more important issues are pressing, and you don't have time to deal with ito When you are unable to handle the conflict (e.g. if you are too emotionally involved or

others can handle it better)

• Possible Advantages:o When the opponent is forcing, you may choose to withdraw and postpone your

response until you are in a more favourable circumstance for you to responseo Gives the ability/time to focus on more important or more urgent issues instead

• Caveats:o Not acting may be sometimes be interpreted as an agreement. o Sometimes withdrawing may negatively affect your relationship with a party that

expects your action

Withdrawing


CONFLICT RESOLUTIONCONFLICT RESOLUTION TECHNIQUES : COMPROMISINGCompromising looks for a mutually acceptable solution which partially satisfies both parties.

• Examples of when Compromising may be appropriate:o To reach temporary settlement on complex issueso As a first step when the involved parties do not know each other wello When collaboration or forcing do not work

• Possible Advantages:o Faster issue resolution.o Can provide a temporary solution while still looking for a win-win solutiono Lowers the levels of tension and stress resulting from the conflict

• Caveats:o May result in a situation when both parties are not satisfied with the outcome o May require close monitoring and control to ensure the agreements are met

Compromising


CONFLICT RESOLUTIONCONFLICT RESOLUTION TECHNIQUES : SMOOTHING

Smoothing

Also known as accommodating. Smoothing is accommodating the concerns of other people first of all, rather than one's own concerns.

• Examples of when Smoothing may be appropriate:o When the issue is not as important to you as it is to the other persono When you accept that you are wrongo When you have no choice or when continued competition would be detrimental

• Possible Advantages:o In some cases smoothing will help to protect more important interests while giving up

on some less important oneso Gives an opportunity to reassess the situation from a different angle

• Caveats:o There is a risk to be abused, i.e. the opponent may constantly try to take advantage of

your tendency toward smoothing/accommodating. Therefore it is important to keep the right balance and this requires some skill.


CONFLICT RESOLUTIONCONFLICT RESOLUTION TECHNIQUES : FORCING

Forcing

Also known as competing. An individual firmly pursues his or her own concerns despite the resistance of the other person. This may involve maintaining firm resistance to another person’s actions.

• Examples of when Forcing may be appropriate:o In certain situations when all other, less forceful methods, don’t work or are ineffectiveo When a quick resolution is required and using force is justified (e.g. in a life-

threatening situation, to stop an aggression)

• Possible Advantages:o May provide a quick resolution to a conflicto Increases self-esteem and draws respect when firm resistance or actions were a

response to an aggression or hostility

• Caveats:o May negatively affect your relationship with the opponent in the long runo May cause the opponent to react in the same way, even if the opponent did not intend

to be forceful originally


CONFLICT RESOLUTIONCONFLICT RESOLUTION TECHNIQUES

Forcing

Win-Win (Collaborating)

Compromising

Withdrawing Smoothing

Despite our different personalities proper application of the resolution techniques in their appropriate contexts and of course the help of the Holy Spirit always guarantees harmony in our groups/ministries even when conflicts arise.


COURSE SUMMARY

1. All human beings are unique in their behavior but can be classified into four major personality types – Sanguine, Choleric, Melancholic and Phlegmatic.

2. All personalities have their strengths and weaknesses which must be understood if we are to work together effectively.

3. Due to our personality differences, conflicts are bound to arise.

4. There are five techniques for resolving conflicts – Withdrawing, Forcing, Win-Win, Smoothing and Compromising.

5. Despite our different personalities proper application of the resolution techniques in their appropriate contexts and of course the help of the Holy Spirit always guarantees harmony.

Managing behavioural conflict workers training

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