The Five conflict – Handling modes “Thomas- kilmann Conflict mode Instrument (TKI)”

Assem AmerPCR – MSD Saudi 26th May 2016Batha sales office

Introduction

“Because no two individuals have exactly the same expectations and desires, conflict is a natural part of

our interactions with others”.

Johari window

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

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

What is TKI?

It is Thomas&

Kilmann Conflict Mode

Instrument

• Increase self awareness.

• Improve communication.

• Improve decision making process.

• Improve negotiation skills

Dimensions of Human Behavior in Conflict:• In conflict situations, we can describe a

person’s behavior along two basic dimensions:

cooperativeness Assertiveness

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.

Five methods of dealing with conflict

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.

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.

Compromisinglet’s make a deal

•Both assertiveness and cooperativeness

•Mutually acceptable solution.

•seeking a quick middle-ground

• give up something to win something.

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

Accommodating

•neglects his own concerns to satisfy the concerns of the other.

• self-sacrifice mode.

•selfless generosity or charity, obeying another person’s order.

• Neither of us win.compromising

• Both of us win.collaboratin

g

• I lose, you win.accommodating

competing• I win, you lose.

• Nobody wins.Avoiding

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

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

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.

Which one is best?

There is no BEST way to

handle conflict. Each conflict is

different and requires a

different response.

Note

Styles are rooted in personal beliefs, values, and motives that “push”

one’s conflict behavior in a consistent direction

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.

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

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

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

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

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

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.

THANK YOU