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    The Thomas-Kilmann Conflict Mode Instrument (PDFDrive)

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    faisal ali khan

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    The Thomas-Kilmann Conflict Mode Instrument (PDFDrive)

    Uploaded by

    faisal ali khan
    111 views28 pages

    Original Title

    The Thomas-Kilmann Conflict Mode Instrument ( PDFDrive )

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    Copyright:

    © All Rights Reserved
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    Download as pdf or txt
    111 views28 pages

    The Thomas-Kilmann Conflict Mode Instrument (PDFDrive)

    Uploaded by

    faisal ali khan

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
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    Welcome to Managing Conflict

    Skills
    Anthony Rees
    Causes of
    conflict
    Causes of Conflict
    • Different points of view
    – See a situation differently
    – Want different outcomes
    – Different idea of what to do
    • Multiple/conflicting priorities
    • Personalities
    • Background, culture, gender
    • Changes (too many, too fast)
    • Strong feelings / frustration
    The Thomas‐Kilmann Conflict
    Mode Instrument
    A general description of
    the model
    Discover your conflict profile, then
    seek positive outcomes through
    your best conflict-handling
    techniques:
    – Competing
    – Collaborating
    – Compromising
    – Avoiding
    – Accommodating
    The goals for using the Thomas-
    Kilmann Conflict Mode Instrument
    are to:

    • Help you learn the five common modes for


    handling conflict
    • Identify your preferred mode, along with its
    pros and cons
    • Understand how and when to use all five
    modes and when to use the most effective
    mode for any conflicts
    • Expand the participant’s repertoire of
    conflict management skills based on
    Thomas-Kilmann
    An individual’s behaviour
    has two basic dimensions
    Assertiveness - the extent
    to which the individual
    attempts to satisfy his/her
    own concerns

    Co-operativeness - the
    extent to which the
    individual attempts to
    satisfy the other person’s
    concerns
    Thomas-Kilmann Conflict
    Model
    Assertive Competing Collaborating

    Compromising

    Unassertive Avoiding Accommodating


    Uncooperative Cooperative
    Competing

    • Competing is assertive and unco-operative


    • An individual pursues their own concerns at
    the other person’s expense
    • This is a power-oriented mode, in which one
    uses whatever power seems appropriate to
    win one’s own position—one’s ability to
    argue, one’s rank, economic sanctions
    • Competing might mean “standing up for your
    rights,” defending a position which you
    believe is correct, or simply trying to win
    Competing

    Assertive

    “My way or the highway”

    Useful for:
    •Quick action
    •Unpopular decisions
    •Vital issues
    •Protection
    Unassertive

    Uncooperative Cooperative
    Accommodating
    • Accommodating is unassertive and
    cooperative—the opposite of competing
    • When accommodating, an individual neglects
    their own concerns to satisfy the concerns of
    the other person
    • There is an element of self-sacrifice
    • Accommodating might take the form of
    selfless generosity or charity, obeying
    another person’s order when one would
    prefer not to, or yielding to another’s point of
    view
    Accommodating

    Assertive
    Useful for:
    •Creating good will
    •Keeping the peace
    •Retreating
    •Low importance

    “It would be my pleasure”

    Unassertive

    Uncooperative Cooperative
    Avoiding

    • Avoiding is unassertive and uncooperative


    • The Individual does not immediately pursue
    their own concerns or those of the other
    person
    • They do not address the conflict
    • Avoiding might take the form of
    diplomatically sidestepping an issue,
    postponing an issue until a better time, or
    simply withdrawing from a threatening
    situation
    Avoiding

    Assertive Useful for:


    •Issues of low importance
    •Reducing tensions
    •Buying time
    •Low power

    “I’ll think about it tomorrow”

    Unassertive

    Uncooperative Cooperative
    Collaborating
    • Collaborating is both assertive and cooperative—the
    opposite of avoiding
    • Collaborating involves an attempt to work with the
    other person to find some solution which fully satisfies
    the concerns of both persons
    • It means digging into an issue to identify the
    underlying concerns of the two individuals and to find
    an alternative which meets both sets of concerns
    • Collaborating between two persons might take the
    form of exploring a disagreement to learn from each
    other’s insights, concluding to resolve some condition
    which would otherwise have them competing for
    resources, or confronting and trying to find a creative
    solution to an interpersonal problem
    Collaborating

    Assertive

    “Two heads are better than one”

    Useful for:
    •Integrating solutions
    •Learning
    •Merging perspectives
    •Gaining commitment
    •Improving relationships
    Unassertive

    Uncooperative Cooperative
    Compromising
    • Compromising is intermediate in both assertiveness
    and cooperativeness
    • The objective is to find some expedient, mutually
    acceptable solution which partially satisfies both
    parties
    • It falls on a middle ground between competing and
    accommodating
    • Compromising gives up more than competing but less
    than accommodating
    • Likewise, it addresses an issue more directly than
    avoiding, but does not explore it in as much depth as
    collaborating
    • Compromising might mean splitting the difference,
    exchanging concessions, or seeking a quick middle-
    ground position
    Compromising
    Assertive
    “Let’s make a deal”

    Useful for:
    •Moderate importance
    •Time constraints
    •Temporary solutions
    •Equal power & strong
    Unassertive commitment

    Uncooperative Cooperative
    How to
    manage
    anger
    Managing anger

    • Anger is an emotion that can be a


    result of a conflict situation
    • Learning to express anger without
    harm to others is essential to happy
    living & productive work
    • Suppression of anger is unhealthy and
    leads to illness
    • Ask “Do I want to control my
    emotions, or shall they control me??”
    Choices about anger

    • Only YOU can make yourself angry!!


    • Others may contribute to conditions which provoke
    anger, but only YOU can produce anger
    • Anger is a response to what happens in your
    environment…
    –An event
    –Something that someone does or says
    –Something that happens

    ANGER IS A CHOICE (even at times it feels as if


    we have no control over it!)
    Dealing with angry
    people

    Since anger is an emotion, it


    is necessary to deal with
    the feelings as well as the
    situation
    HEAT – a
    technique to
    manage
    anger
    HEAT
    Hear the person out Listen – actively
    H
    HEAT
    Hear the person out Listen – actively
    H
    Empathise Acknowledge that you
    E have heard
    HEAT
    Hear the person out Listen – actively
    H
    Empathise Acknowledge that you
    E have heard
    Ask questions Ask questions to
    A clarify your
    understanding
    HEAT
    Hear the person out Listen – actively
    H
    Empathise Acknowledge that you
    E have heard
    Ask questions Ask questions to
    A clarify your
    understanding

    Take action Do something to


    T move the problem
    forward.
    Welcome to Managing Conflict
    Skills
    Anthony Rees

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