1. Managing Behavioral Conflicts
(Personality differences and conflict management)
RCCG WORKERS TRAINING

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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.

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TEMPERAMENTS
INTRODUCTIONTO 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.

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TEMPERAMENTS
THE FOUR CATEGORIESOF TEMPERAMENTS
Sanguine
Phlegmatic
Choleric
Melancholic

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TEMPERAMENTS
THE FOUR CATEGORIESOF TEMPERAMENTS
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

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TEMPERAMENTS
THE FOUR CATEGORIESOF TEMPERAMENTS
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

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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...

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• 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 RESOLUTION
WHAT IS CONFLICT?
Forcing
Win-Win
(Collaborating)
Compromising
Withdrawing Smoothing
Conflict Management Techniques

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CONFLICT RESOLUTION
CONFLICT RESOLUTION TECHNIQUES: WIN-WIN
Collaboration 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 important
o When a long-term relationship is important
o When it is required to address the interests of multiple stakeholders
• Possible Advantages:
o Leads to solving the actual problem
o Builds a foundation for effective collaboration in the future
o You earn the reputation of a good negotiator
• Caveats:
o Requires a commitment from all parties to look for a mutually acceptable solution
o May require more effort and more time than some other methods.
Win-Win
(Collaborating)

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CONFLICT RESOLUTION
CONFLICT RESOLUTION TECHNIQUES: WITHDRAWING
Also 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 effort
o When more important issues are pressing, and you don't have time to deal with it
o 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 response
o 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

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CONFLICT RESOLUTION
CONFLICT RESOLUTION TECHNIQUES: COMPROMISING
Compromising 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 issues
o As a first step when the involved parties do not know each other well
o 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 solution
o 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

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CONFLICT RESOLUTION
CONFLICT 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 person
o When you accept that you are wrong
o 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 ones
o 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.

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CONFLICT RESOLUTION
CONFLICT 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 ineffective
o 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 conflict
o 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 run
o May cause the opponent to react in the same way, even if the opponent did not intend
to be forceful originally

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CONFLICT RESOLUTION
CONFLICT 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.

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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.