1. Roger Simmons
27th July 2016

2. Objective of the session
- Identify the four main personality types and understand how they relate to a person’s preferred style of behaviour
- Look at our own preferred characteristics and the benefits of variety when building a strong team
Think about how we can apply our knowledge to communicate with our customers effectively
Have some fun

3. What are personality characteristics?
- A person’s preferred style of behaviour
- We are “creatures of habit” who tend to be consistent over time and in similar situations
- Personality preferences can be measured through a number of well established systems
- Meyers-Briggs is possibly the best known of the personality “tests” – you have completed an adaptation of the Simpsons Character test by JP Bundle

4. Myers-Briggs Type Indicator
The MBTI:
Is based on the theory of Carl Jung
Measures our dominant preferences for taking in information and making decisions
Does allow preferences to be a bit of both
Helps explain our working style preferences
The MBTI isn’t:
A measure of abilities – it’s not a test
A defined measure – you can agree or disagree
There are no right or wrong answers

5. Meyers-Briggs v Simpsons
70 questions relate to your preferred behaviours
Pet names keep answers anonymously honest and add some fun
Your answers generate 4 letters from 4 pairs of opposing personality type indicators
Your 4 letters are cross matched to one of 16 Simpsons characters with whom your personality is most closely aligned
The characters are fictitious, but the characteristics are very real

6. The first pair – Direction of your Energy Force
You prefer to direct your energy to deal with people, things, situations.
- People
Expressive
- Speak to think
You prefer to direct your energy to study ideas, information, explanations or beliefs.
- Private
Contained
- Think to speak

7. The second pair – Information Processing
You prefer to deal with facts, what you know, to have clarity, a realist in the here & now.
- Present
- Practical
- Familiar
You prefer ideas and the unknown, generating new possibilities or to anticipate what isn't obvious.
Future
- Imaginative
New

8. The third pair – Making DecisionsF or
You prefer to decide on the basis of logic, using an analytic and detached approach.
- Head
Objective
- Analytical
You prefer to decide using values and/or personal beliefs, letting
- Heart
- Subjective
- Empathetic

9. The fourth pair – Organizing your LifeJ P or
You prefer your life to be planned in a stable and organised way
- Organised
- Scheduled
- Good Finisher
You prefer to go with the flow, to maintain flexibility and respond to events
- Flexible
- Spontaneous
- Good Starter

10. The Characteristics Extraversion (E) Introversion (I)
Sensing (S) Intuition (N)
Thinking (T) Feeling (F)
Judging (J) Perceiving (P)

11. You now have your 4 letter code
The Cross Match
You now have your 4 letter code

12. 4 Main Character Types
Protectors
Creators
Intellectuals
Visionaries

13. Protectors SJ Observant, cooperative, informative, and attentive.
Concerned with the security of others
Skilled at executing routines
Comfortable working alone
Try to do everything themselves when in charge
Very strong work ethic
Value traditional ways of doing things
Uninterested in experimentation or speculation
Dislike situations where the rules are constantly changing.

14. Protectors (SJ) ESTJ Chief Wigam ESFJ Ned Flanders ISTJ
Type
ESTJ
Chief Wigam
ESFJ
Ned Flanders
ISTJ
Principal Skinner
ISFJ
Marge Simpson
Character
Strength
Enthusiastic people who are driven to fulfil their obligations and duties. They are committed to relationships which they consider to be lifelong & unalterable – Good in a tight spot
Warm hearted individuals who highly value their relationships. Customer focused with the ability to bring out the best of people.
Honour their commitments, Able to take constructive criticism well
Warm, friendly and affirming by nature, Excellent organizational capabilities
Weakness
Tendency to always needing to be in charge and maybe controlling of friends & colleagues.
Can be self-sacrificing and may not pay enough attention to their own needs
Tendency to believe that they're always right, Their value for structure may seem rigid to others
Extreme dislike of conflict and criticism, , Unlikely to express their needs, which may cause pent-up frustrations
Click for more Info
ESTJ - Overseer
ESFJ - Supporter
ISTJ - Examiner
ISFJ - Defender

15. Protectors SJ
Protector 16
The overseer 5
The supporter 4
The examiner
The defender 2
Bailey, Bonnie, Charlie, Fumble, Joe Bun, Oscar, Sooty and Sweep, Whisky, Jem, Kusy, Bamba, Hampster, Tigger, Sugar, Tweet, Shep

16. Creators SP Observant and experiential Primarily driven by sensation
Flexible, aesthetically-aware, "here and now" people
Don’t miss an opportunity that may prove to be thrilling
Laid back, open-minded and love to feel alive
Have a tendency toward athletics and anything that involves creating or crafting.

17. Creators (SP) ESTP Bart ESFP Homer ISTP Sideshow Bob ISFP Smithers
Type
ESTP
Bart
ESFP
Homer
ISTP
Sideshow Bob
ISFP
Smithers
Character
Strength
They love action and always seem to be doing something. Clear-headed when dealing with emergencies. Enjoy lavishing loved ones with big gifts. good to have on your side, corporate suit
Generous & will go out of their way to help a colleagues. Live for the moment & know how to make the most of each moment.
Usually self-confident, are not threatened by conflict or criticism
Flexible and laid-back, usually willing to defer to their mates, Warm, friendly and affirming by nature
Weakness
Get bored easily. Enjoys lavishing loved ones with big gifts
Can take conflict personally. Resist relationships that require them to function on a high intuitive or thinking level
They thrive on action and excitement, and may stir things up to create it
Extreme dislike of conflict and criticism, Tendency to hold back their thoughts and feelings, unless drawn out
Click for more Info
ESTP - The Persuader
ESFP - The Entertainer
ISTP - The Craftsman
ISFP - The Artist

18. Intellectuals NT Introspective, logical
On a constant quest for knowledge
Practical and unsentimental in their approach to problem solving
The actions of an NT are precise and systematic
Abstract, theoretical and technically adept
Naturally inventive
Often described as being analytical, intellectual, inquisitive, independent and complex

19. Intellectuals (NT) ENTJ Krusty the Clown ENTP Kent Brockman INTJ
Type
ENTJ
Krusty the Clown
ENTP
Kent Brockman
INTJ
Mr Burns
INTP
Prof Frink
Character
Strength
Enjoys lively intellectual conversations - welcoming such interactions as a learning opportunity
Laid back and can get along with almost all other types of people. Enjoy dicussing & debating theories and concepts that interests them.
Not threatened by conflict or criticism, Able to leave relationships which should be ended,
Approach things which interest them very enthusiastically, Richly imaginative and creative ,
Weakness
Can be direct & confrontational
Can initiate arguments because they enjoy the debate.
May be insensitive at times, Tendency to be unwilling or unable to accept blame
Tend to be suspicious and distrusting of others, Tend to "blow off" conflict situations by ignoring them, or else they "blow up" in heated anger
Click for more Info
ENTJ - The Chief
ENTP - The Originator
INTJ - The Strategist
INTP - The Engineer

20. Intellectuals NT Buster, Kitty, Murphy Intellectual 3 The chief 1
The originator
The strategist 2
The engineer
Buster, Kitty, Murphy

21. Visionaries NF Introspective, intuitive and highly idealistic.
Subjective, compassionate "feeler" people
Desire to contribute goodness and meaning to the lives of others
Nurturing, insightful and encouraging in nature
Despise conflict – encouraging harmony
Imaginative, creatively inclined and passionate about their choice causes.

22. Visionaries (NF) Type ENFJ Apu ENFP Barney Grumble INFJ Lisa Simpson
INFP
Ralph Wigam
Character
Strength
Warm sociable people who are keenly in tune with other’s feeling & perspectives
See the best in people and likely to bring out the best in people. Put a lot of effort into making thing work out between people
Have very high expectations for themselves and others (both a strength and weakness) , Sensitive and concerned for others' feelings
Have Driven to meet other's needs, Strive for "win-win" situations
Weakness
Well defined value systems can make them inflexible in some areas
Extreme dislike of conflict and criticism
May tend to be shy and reserved , Perfectionist tendencies may cause them to not give themselves enough credit
Click for more Info
ENFJ - The Mentor
ENFP - The Advocate
INFJ - The Confidant
INFP - The Dreamer

23. Benjy, Dougie, Sooty, Lazer
Visionaries NF
Visionary 4
The mentor 2
The advocate 1
The confidant
The dreamer
Benjy, Dougie, Sooty, Lazer

25. Individual Profile

26. Individual Profile

28. UK Population ISTJ 13.7% ISFJ 12.7% INFJ 1.7% INTJ 1.4% ISTP 6.4% ISFP
6.1%
INFP
3.2%
INTP
2.4%
ESTP
5.8%
ESFP
8.7%
ENFP
6.3%
ENTP
2.8%
ESTJ
10.4%
ESFJ
12.6%
ENFJ
ENTJ
2.9%

29. Recap on Customer Service
Benefits of mixed personality types within the team
challenges of low levels of variation
Benefits of identifying personality types within our customers
how we might adjust responses to demands and queries