Steps and Types: How the MBTI Helped a Treatment Non-Profit Develop an Effective Volunteer Program
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ABSTRACT
Can fhe 12 steps of recoveryprogramsand the Myers-BriggsTypeIndicator(MBTI) comple-
ment oneanotherin a team-buildingeffortfor a diverse,in-recovery,volunteerteam?Thisarticle
examinesan urban, non-profitresidentialtreatmentcenter'screationof a structuredvolunteer
program,and the integrationof volunteersinto the treatmentprogramfor teenagersin recovery
from chemicaldependency.TheMBTI hadpreviouslybeenusedin theagencyto enhancerelation-
shipsamongpaidstaffteamsand management.Theauthorwas the human resourcesdirectorand
facilitatorfor the volunteerprograminitiativedescribedin this article.
Steps and Types: How the MBTI Helped a
Treatment Non-Profit Develop an
Effective Volunteer Program
Jane Henderson-Loney, Ed.D.
THE 12STEPS sponsibility for actions and to commit to a
The efforts of the community of recover- drug- or alcohol-free lifestyle.
ing alcoholics and addicts in the treatment A deep commitment to its adolescent
of adolescent chemical dependency can be population and to the tradition of service
quite remarkable. Of the employees at the found in the twelfth step drives the deliv-
Northern California urban, non-profit ery of treatment at ARH. Those who
treatment center, the Adolescent Recovery choose to work in this field are not moti-
Hospital (ARH), 70 percent are in recovery vated by high salaries or symbols of power,
either from chemical dependency or code- but often by a need to "give back" and to
pendency. They are actively engaged in a "make amends" for behavior in pre-recov-
12-step program such as Alcoholics Anon- ery lives. Deferment of personal gratifica-
ymous, Narcotics Anonymous or Code- tion in favor of service to others is highly
pendents Anonymous. valued at ARH. This is seen in the accep-
Each 12-step program is a fellowship of tance of low salaries for work which is
people who share their experiences with both physically demanding and emotion-
addictive behavior in the hope of sup- ally intense and which requires working
porting one another's recovery. There is unusual schedules. Although the same can
no formal structure and no membership be said of staff in a great many social serv-
procedure other than a desire to stop the ice settings, coeducational, residential,
addictive behavior. Twelve-step meetings, adolescent drug treatment is a unique, 24-
free of charge, are open to anyone with a hour environment of raging hormones,
desire to stop drinking and/ or using il- drug-seeking behavior, and verbal, physi-
licit drugs and to family members who. cal, and sexual acting out.
wish to gain insight into the disease of ad- Maintaining a compassionate treatment
diction. The 12 steps provide easy-to-un- atmosphere for this population is a chal-
derstand guidelines for behavior and atti- lenge. The tools learned working through
tude change. By following the steps, the the philosophy of the 12 steps helps to sup-
alcoholic or addict learns to accept re- port a step-by-step, in-the-moment style of
JaneHenderson-Loney,
Ed.D., is a management consultant and frequent San Francisco Bay Area speaker on the
subject of relationship-building for teams. She earned her doctorate in organization and leadership at the
University of San Francisco, and is a member of the Bay Area Organization Development Network, the Insti-
tute of Management Consultants, and other professional groups.
THE JOURNAL OF VOLUNTEER ADMINISTRATION 29
Fall 1996response when the teens' behaviors re-
TABLE I
quire correction. For example, Alcoholics
Explanation
ofthe16MBTIPersonality
Acronyms
Anonymous encourages the person in re-
covery to promptly admit when he or she ISTJ:INTROVERTED, SENSING, THINKING, JUDGING
Thesepeopleareserious,responsible, sensible,
is wrong. This behavior is both modeled trustworthy andmatter-of-fact.Theyaretheorganiz-
for the teens by the staff, who practice this ersof life'sdetails.
principle among themselves, and is taught ISFJ:INTROVERTED, SENSING, FEELING, JUDGING
to the teenagers at the time they are being Thesepeopleareloyal,devoted,compassionate,
corrected. andperceptive. Theyarecommitted to gettingthe
jobdone.
INFJ:INTROVERTED, INTUITIVE, FEELING, JUDGING
THE MYERS-BRIGGSTYPE Thesepeopleare very independent,original
INDICATOR (MBTI) thinkers. Theyarequietlyinspiring.
The human resources director at ARH INTJ:INTROVERTED, INTUITIVE, THINKING, JUDGING
was asked to coordinate the development Thesepeoplearelogical,perfectionists, andinge-
nious.Theyhavethevision.
of a volunteer program for persons in re-
ISTP:INTROVERTED, SENSING, THINKING, PERCEIVING
covery to enhance and support treatment Thesepeoplearestraightforward, honest,prag-
for the adolescents in residence. The vol- matic,reserved. Don'tdiscussit-just doit!
unteers would sponsor recovering adoles- ISFP:INTROVERTED, SENSING, FEELING, PERCEIVING
cents in 12-step programs, be partners in Thesepeople aregentle, caring,sensitive andmod-
est.Theybelieve actionspeakslouderthanwords.
supporting families after teens graduated
INFP:INTROVERTED, INTUITIVE, FEELING, PERCEIVING
from treatment, and provide transporta- Thesepeoplegreatlyvalueinnerharmonyand
tion to meetings, among other activities. areidealistic.Theymakelifekinderandgentler.
Sponsoring a newly recovering alcoholic INTP:INTROVERTED, INTUITIVE, THINKING, PERCEIVING
is an especially important tenet of Alco- Thesepeopleareconceptual problem-solvers and
contemplative. Theyarequietlycreative, intellectual.
holics Anonymous for people who have
*ESTP:EXTRAVERTED, SENSING, THINKING, PERCEIVING
been in recovery for a substantial period Thesepeopleareactive,easy-going, andsponta-
of time. The volunteer must be able to neous,preferringactionto talk. Theymakethe
meet or call a sponsored teen who is hav- mostofthemoment
ing trouble saying no to drug use or ESFP:EXTRAVERTED, SENSING, FEELING, PERCEIVING
drinking and guide a newly sober teen Thesepeople enjoythecompany of othersandhave
azestfor living.Theymakeworkfun.
through the 12-step process of self-exami-
ENFP:EXTRAVERTED, INTUITIVE, FEELING, PERCEIVING
nation and commitment to sobriety. Ac- Thesepeople arefullof enthusiasm andnewideas.
customed to activities that promote self- Theyputpeople first.
discovery, the 12-step volunteers were an ENTP:EXTRAVERTED, INTUITIVE, THINKING, PERCEIVING
ideal group with whom to implement the Thesepeopleloveexcitementanda challenge.
Theyarecleverandtalkative.
Myers-Briggs Type Indicator (MBTI), a
ESTJ:EXTRAVERTED, SENSING, THINKING, JUDGING
tool which also builds self-awareness. Thesepeopleareresponsible andconscientious.
The human resources director recom- Theyarenaturaladministrators.
mended to the executive director that the ESFJ:EXTRAVERTED, SENSING, FEELING, JUDGING
agency use the MBTI as a team-building Thesepeople arefriendlyandsympathetic.
Theyareeveryone's trustedfriend.
tool for the proposed group as was done in
ENFJ:EXTRAVERTED, INTUITIVE, FEELING, JUDGING
earlier team-building efforts at ARH. The Thesepeopleplacehighestimportanceon the
MBTI,a psychometric questionnaire devel- feelingsof othersandconsensus. Theyareengag-
oped by Katharine Briggs and Isabel ingpersuaders.
Myers, is considered the simplest and most ENTJ:EXTRAVERTED, INTUITIVE, THINKING, JUDGING
reliable tool to identify personality types. Thesepeoplearenaturalleadersanddecision-
makers. Theyareassured andconfident.
Table I describes sixteen personality types
based on a person's preferred style of solv- Adaptedfrom TypeTalkat Workby Otto Kroegerand Janet
Thuesen (1988).New York:DalacortePress.
ing problems and interacting with others.
*Spelling idiosyncraticto the MBTI. Extrovertedis spelled
Used in a variety of ways, the MBTI has "extraverted"in all of Myers'work.
helped people explore career paths, im-
30 THE JOURNAL OF VOLUNTEER ADMINISTRATION
Fall 1996prove communication skills, and build staff and volunteers, would be an addi-
more effective teams in the workplace. tional bond to support the training. All of
ARH had been committed to team- these conditions supported the continuing
building over time. Four years previously, use of the MBTI as a foundation for creat-
the agency's clinical management team and ing a cohesive volunteer team.
the executive director observed that not ARH was committed to diversity in re-
only were increased culturally-sensitive, cruitment of paid staff and volunteers to
collaborative strategies needed in the treat- serve a diverse, urban community. The
ment of adolescents and families, but also MBTI was chosen because of its innate re-
in the management, supervision, and de- spect of differences and its everyday, easy-
velopment of paid staff and, ultimately, to-leam language with which previously
the organized volunteer group. It was at unacquainted individuals bond, identify a
this time that the first MBTI interventions shared mission, and become a team. Even
took place, first with the management in culturally diverse settings, they learn to
team, and then with the entire ARH staff, value differences in work styles through an
team by team. ARH had chosen a certified explanation of the 16 personality types.
MBTI trainer, experienced in working with When the members of a team learn the dif-
clients in the 12-step and non-profit ferences in their individual communication
worlds, to facilitate training. The staff and problem-solving styles, they recognize
clearly had become more cohesive and fo- areas of potential misunderstanding and
cused as a result of the intervention. conflict which help them anticipate and
The use of the MBTI in creating a com- avoid some of the common obstacles en-
mon understanding and way of communi- countered by newly formed groups. For ex-
cating was so successful that when ARH ample, conflicts often arise in the manner in
began a structured volunteer program, the which information is shared. A simple so-
decision was easily reached that all volun- lution is to discover through the MBTIhow
teers be trained in the MBTI to more many in a team are extroverted and how
quickly integrate them into the delivery of many are introverted, in order to help the
treatment to the adolescents housed at the group process information more efficiently
facility.It was believed this shared commu- and move ahead more quickly. Introverts
nication approach would also greatly facil- prefer to think things through in advance
itate the acceptance of the volunteer pro- of discussions; providing them written in-
gram by paid staff and more quickly break formation before meetings will help them
down potential interpersonal barriers in- prepare their comments and not feel frus-
evitably encountered in such a diverse set- trated that the extroverts are talking things
ting. Continuing to use the resources of the through too quickly.
MBTI also demonstrated the consistent The MBTI provides a tool by which to
commitment of the agency's executive di- redefine conflict into preferred styles of be-
rector to enhance participative manage- havior by explaining each communication
ment and shared leadership. style's merit and exposing the differing in-
Like the departmental work teams, it terests expressed by each in a safe and re-
was anticipated that the volunteer teams spectful way. This approach allows each
would have a similar character, mission, person to step back and consider their own
and purpose and would be racially and and each other's preferred style and find
ethnically diverse. They also would vary common understanding.
widely in levels of education and life expe- It was anticipated that building the new
rience, including sentences served in the volunteer team would present the chal-
criminal justice system. The desire to lenges and obstacles inherent in all start-up
"carry the message" of recovery (Alco- activities. The MBTI parallels the develop-
holics Anonymous's twelfth step) to the mental stages of group growth described
teens and their families, shared by paid by Tuckman as "storming, forming, norm-
THE JOURNAL OF VOLUNTEER ADMINISTRATION 31
Fall 1996ing, performing, and adjourning" (Tuck- consultant and human resources director
man and Jensen, 1977).Each stage of group met with the director of aftercare services.
development has its own particular emo- The director of aftercare services would co-
tional, behavioral, and cognitive demands. ordinate the new volunteer program, and
The MBTI enhances communication, re- plan the training and follow-up meetings
duces misunderstanding, and encourages for the next twelve months. The volunteer
cooperation, keys to the formation of a suc- team, like the paid staff teams, was racially
cessful team. and ethnically diverse and of widely rang-
ing ages and levels of education.
BUILDING THE TEAM A session to introduce the MBTI was
Once a commitment to creating a super- held for the volunteers, all of whom had
vised volunteer program was made and completed the MBTI questionnaire mailed
planning for it completed, the director of to them with a letter briefly explaining its
aftercare and the human resources director history and purpose. Instructions to com-
began recruiting volunteers by sending an plete the questionnaire and send it to the
announcement to everyone on the agency's consultant for scoring before the introduc-
mailing list. Staff involved in 12-step tory meeting were included. At the meet-
groups spoke of the opportunity at meet- ing the volunteers were told how the MBTI
ings. The aftercare department told gradu- was used throughout ARH to support
ates from the treatment program and their work teams and enhance understanding
families. Response from the families of and communication.
successful graduates of the treatment pro- The volunteers were separated into
gram was strong. A small core group of "type alike" groups. A series of exercises
treatment graduates, 18-years-of-age or demonstrated how differences can lead to
older, with at least one year of recovery misunderstanding in a group. An added
from chemical dependency was identified. benefit of the session was that the group
Interested adults-some of whom were members not only learned new informa-
family members who had completed after- tion about one another, but also they had
care, as well as other supporters of fun! They were reminded at the end of the
ARH-were invited to a meeting at which first four-hour training session that they
the executive director, the director of after- would have to attend two one-hour fol-
care, and the human resources director de- low-up sessions using MBTI tools.
scribed the goals and responsibilities of The profile of the volunteer team as a
volunteering for the agency. whole was dominated by ENFJs (see
After this meeting 11 young adults and Table I). This personality type, character-
26 adult family members and ARH sup- ized by an engaging and persuasive style
porters committed themselves to volunteer of communication, was predominant
for one year. They were told that a screen- among ARH' s paid staff as well. This was
ing and training process was required to consistent with expectations and, in fact,
satisfy agency licensing standards, to bode well for the success of integrating the
which all agreed. volunteer team with ARH's management
To support the process of developing a style and paid staff teams. It also rein-
new volunteer program for ARH, the forced a belief that some care-giving insti-
human resources director, the director of tutions are dominated by people who fit
the aftercare program, and the executive the ENFJ type: people who recognize the
director contacted the MBTI certified con- impact of their behavior upon others, are
sultant who had trained the agency's paid nurturing, and able to empathize. Building
staff. She understood the culture of the a team of such caring types can be a re-
agency and the goal of the management warding experience, but is sometimes
team to build a collaborative and consen- complicated by its members' avoidance of
sual decision-making environment. The constructive conflict and resolution.
32 THE JOURNAL OF VOLUNTEER ADMINISTRATION
Fall 1996The volunteer group went through Throughout the year the volunteers
growing pains in its "storming phase" as it worked to define their role and build rela-
formed an identity within ARH and tionships within the group and with the
sought to become cohesive. Trust among paid staff. They made quarterly presenta-
the team members was a most significant tions to all paid staff describing their activi-
issue. Racial tensions arose. Interpersonal, ties and growth, cementing their position as
class and economic issues, and concerns an important component of treatment for
about access to treatment and post-treat- the teens in residence and for families after
ment services for poor and minority teens graduation from treatment. Volunteers at-
were discussed. Voices were raised and tended worlshops in the larger community
tears shed especially around race and gen- that addressed issues faced by volunteers in
der differences. Driven by a majority of other non-profit settings. Some took classes
ENFJs, a high value was placed on identi- to improve their understanding of sub-
fying and respecting feelings. The volun- stance abuse clinicalissues. Of the 37 volun-
teer team survived because of the commit- teers who started the year 33, or 90 percent,
ment of this non-profit service community remained active at the end of the year (see
to allow feelings to be expressed in a safe Table m.Attrition resulted because two vol-
setting without fear of reprisal, and because unteers moved away to attend college, one
of the insights provided by the MBTI work- left to care for an ill parent, and another
shops. The agency's paid staff, also heavily withdrew from the program.
populated by ENFJs, were already edu- Both before and during the promised
cated in the communication tools provided second and third one-hour follow-up
by the MBTI and were ideal role models for meetings with the MBTI trainer, which oc-
the volunteer team. Further modeling for curred at three-month intervals, volun-
this style of communication was provided teers used the acronyms they learned in
by the executive director, an ENFP (putting the training as a special shorthand to re-
people first), who placed a high priority on solve problems and for team-building
relationship-building and visioning. He and cohesiveness. In other words, they
took every appropriate opportunity to in- were "talking type." They worked hard to
clude the volunteers in agency planning integrate the volunteer program into
sessions with paid staff and respectfully en- ARH' s day-to-day mission. The follow-up
tertained their suggestions and contribu- meetings reinforced the principles of the
tions, just as he did those from his manage- MBTI and provided experiential exercises
ment team and staff. to illustrate how individual differences
TABLE II
Volunteersat ARH by Type
ISTJ ISFJ INFJ INTJ
1 2 4 0
ISTP ISFP TNFP INTP
0 0 1 0
ESTP ESFP ENFP ENTP
0 1 9 0
ESTJ ESFJ ENFJ ENTJ
3 3 13 0
THE JOURNAL OF VOLUNTEER ADMINISTRATION 33
Fall 1996strengthen a team's ability to achieve its teractions with others in order to better de-
purpose. An interface, consisting of peri- liver critically needed help.
odic meetings and a monthly volunteer
newsletter, was created between the vol- ANNOTATED BIBLIOGRAPHY
unteer and paid staff teams using com- AlcoholicsAnonymous. 3d ed. (1976) New
munication tools learned throughout the York: Alcoholics Anonymous World
MBTI training to accelerate the process of Services, Inc.
acceptance. This is the guidebook to the fundamental
By the end of the year the volunteer steps and traditions of Alcoholics
group was a respected and valued part of Anonymous used by all participants in
the agency's treatment team. Not only the various 12-step programs.
were the volunteers able to provide more Kiersey, David, and Bates, Marilyn. (1978)
chaperones and transportation to 12-step PleaseUnderstandMe. Del Mar, Califor-
meetings and events for the adolescents in nia: Prometheus Nemesis.
treatment, but they were role models and This book restates the principles intro-
offered moral support to the teens and the duced by Isabel Briggs Myers and offers
staff. Further, some of the volunteers were an alternative, briefer inventory.
given additional training by the aftercare Kroeger, Otto, and Thuesen, Janet M.
department in peer-to-peer dispute resolu- (1988) Type Talk at Work. New York:
tion, peer counseling, and group dynamics. Delacorte Press.
This training permitted some volunteers to This book focuses on the usefulness of
help the adolescents in residence to peace- the MBTI for improving understanding
fully resolve disputes as they occurred dur- and communication in the workplace.
ing the treatment day and to participate in Myers, Isabel Briggs. (1987)Introductionto
selected group counseling sessions for Type. Palo Alto, CA: Consulting Psy-
teens and their family members. chologists Press.
This is required initial reading for prepar-
SUMMARY ing to use the MBTI in any setting.
The amount of time and attention paid Myers, Isabel Briggs, with Myers, Peter.
to team-building and valuing differences (1980) Gifts Differing. Palo Alto, CA:
in this non-profit treatment community is Consulting Psychologists Press.
to be commended. The families for whom This is a seminal work which under-
services are designed all share the need for scores the importance of respecting indi-
competent and sensitive interventions. vidual preferences for problem-solving
Stereotypes and misconceptions within an and communicating.
agency between paid staff and volunteers Tuckman, B. W., and M. Jensen. (1977)
and between volunteers themselves must Stages of small group development revis-
be addressed in order to meet the mission ited. GroupandOrganizational Studies,2.
-!
of service to which all have pledged. The This article updates Tuckman's stages of
MBTI provides the tools to value differ- team development introducing the "ad-
ences, and allows for more productive in- journing" phase.
34 THE JOURNAL OF VOLUNTEER ADMINISTRATION
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