The Five conflict – Handling modes
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The Five conflict – Handling modes “Thomas- kilmann Conflict mode Instrument (TKI)”
Assem AmerPCR – MSD Saudi 26th May 2016Batha sales office
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Introduction
“Because no two individuals have exactly the same expectations and desires, conflict is a natural part of
our interactions with others”.
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Johari window
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S.M.Israr
What is conflict?• A battle, contest or opposing forces
existing between primitive desires and moral, religious or ethical ideas .
• A state of incompatibility of ideas between two or more parties or individuals
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Why conflict emerges?
• Scarce Resources.• Conflicting attitude , Goals or roles.• Ambiguous jurisdiction.• Communication barriers.• Need for consensus.• Fear & stress.• Frustration.• Unresolved prior conflicts.• Lack of Knowledge of self and others.
S.M.Israr
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What is TKI?
It is Thomas&
Kilmann Conflict Mode
Instrument
• Increase self awareness.
• Improve communication.
• Improve decision making process.
• Improve negotiation skills
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Dimensions of Human Behavior in Conflict:• In conflict situations, we can describe a
person’s behavior along two basic dimensions:
cooperativeness Assertiveness
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Individual Behavior
Assertiveness
The degree to which the person attempts to
satisfy his own concerns
cooperativeness
The degree to which the person attempts to satisfy
the other person's concerns.
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Five methods of dealing with conflict
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Competing my way or the highway
•assertive and uncooperative.
•a power-oriented mode. • Seeking his or her own
concerns at the other person’s expense, using whatever power.
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AvoidingI’ll think about it tomorrow
• unassertive and uncooperative.
• Doesn’t seek his own concern nor help the other reach his goal.
• Withdrawal, step siding, postponing.
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Compromisinglet’s make a deal
•Both assertiveness and cooperativeness
•Mutually acceptable solution.
•seeking a quick middle-ground
• give up something to win something.
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Collaborating“Two heads are better than one”
• Both assertive and cooperative.
• Try find a solution that fully satisfies the concerns of both.
• Dig down to understand the concern of the other person
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Accommodating
•neglects his own concerns to satisfy the concerns of the other.
• self-sacrifice mode.
•selfless generosity or charity, obeying another person’s order.
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• Neither of us win.compromising
• Both of us win.collaboratin
g
• I lose, you win.accommodating
competing• I win, you lose.
• Nobody wins.Avoiding
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Behaviors of Each Type
Competitor:Monopolizing, attacking, not
listening, exaggerating
Collaborator:Over analyzing,
risk sharing, continue to
problem solve when it is not
working Compromiser:
settling, sub optimizing,
middle groundAvoider:
Withdrawing, foot stepping,
missing contact
Accommodator:
Sacrificing, appeasing
others needs , go with the flow
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How each type reacts
Competitor:Great at standing up for what they
believe in. fighting for their
team needs
Collaborator:Great at Seeing
both sides of discussion.
Empathetic and allow others to have opinion.
Compromiser: Great at making fast decision that meets the needs of both parties
partiallyAvoider:Great at side stepping and
allowing others to run with this
topic
Accommodator:Great at allowing
other to have their own way and
tolerating decisions they
don’t like
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Style • Benefit costcompeting • Asserting Your Position
• Possibility of Quick Victory• Self-Defense
• Decreased Initiative and Motivation
• negotiation deadlock.• Suboptimal Decisions
Avoiding • Reducing Stress.• Saving Time.• Steering Clear of Danger.
• Declining Working Relationships
• Resentment• Delays• Degrading
Communication and Decision Making
compromising
• Speed and Expediency.• Fairness.• Pragmatism.• Maintaining Relationships.
• Partially Sacrificed Concerns
• Superficial Understanding
accommodating
• Helping Someone Out• Restoring Harmony
• Building Relationships
• Sacrificed Concerns.• Loss Of Respect• Open room for
exploitation• Loss Of Motivation.
collaborating • Reaching win-win situations.• Provide long term resolution to
conflict• Open communication and aid
diversity.• High-Quality Decisions( innovative
and from different views
• Time and energy• Trivial issues.• Psychological
Demands.
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Which one is best?
There is no BEST way to
handle conflict. Each conflict is
different and requires a
different response.
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Note
Styles are rooted in personal beliefs, values, and motives that “push”
one’s conflict behavior in a consistent direction
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Note 2
Whether a relationship is healthy or unhealthy depends not so much on the no. of conflicts, but on how the conflicts are resolved.
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What mode to be used in the following situations:
•Quick and decisive action should be taken ; emergency.
•Discipline issue.
•Someone making advantage of you.
•Breaking ethical rules.
Competing
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What mode should be used to handle these situation?
• unresolved conflict, • you want to achieve a temporary settlement
of a complex issue .• You and your opponent with equal power.• When there are limited alternatives.
Scenario: A customer does not want to go for a conference after confirming attendance due to workload on that day. You can’t change the date for the conference.
compromise
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What mode to be used in the following situations:
• There is a room for integrative solution.
• test your assumptions and understand others' views.
• merge insights from people with different perspectives on a problem
Scenario: A customer refuses to prescribe your product because he has many concerns regarding your company.
collaborating
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What mode to be used in the following situations:
• you realize that you are wrong—to allow a better solution to be considered.
• the issue is much more important to the other person than it is to you.
• you want to build up social credits .
• you are outmatched and losing and more competition would only damage your cause
• preserving harmony .
For example : dealing with legitimate customer needs e.g. visit best timing, promotional material, timing for meetings and samples
Accommodate
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What mode should be used to handle these situation?• an issue is unimportant or when other, more
important issues are pressing.
• When you perceive no chance of satisfying your concerns—for example, when you have low power
• When others can resolve the issue more effectively.
• When the issue seems tangential or symptomatic of another, more basic issue
• Example : avoid conversations about football, religion and politics
avoiding
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Conclusion
•Different conflict management styles may be used when faced with different situations.
•Knowing yourself and fully understanding each situation will help you understand the conflict management style needed.
•Try a scenario-based approach to test the effectiveness of different approaches to specific situations.
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THANK YOU