The document discusses conflict resolution and the Thomas-Kilmann Conflict Mode Instrument. It describes conflict as the result of differences in needs, values, and motivations. There are two views of conflict - the traditional view that sees it as something to avoid, and the alternative view that sees it as inevitable and sometimes necessary for change. The document outlines five conflict modes or behaviors assessed by the Thomas-Kilmann instrument: competing, collaborating, compromising, avoiding, and accommodating. Each mode has potential benefits and costs described in the document.

1. CONFLICT RESOLUTION
The Thomas – Kilman Conflict Mode Instrument

2. Conflict comes about from differences - in needs, values and
motivations. Sometimes through these differences we complement
each other, but sometimes we will oppose each other. Conflict is not a
problem in itself - it is what we do with it that counts.*
CONFLICT – the result of differences
* from the Conflict Resolution Network

3. Traditional:
• Should be avoided
• Caused by troublemakers
• Someone is to blame
• Is always bad
Alternative:
• Is inevitable and necessary for change
• Minimal level is desirable
• Is inherent in all human situations
• Can be a good thing to assist change and improvement
TWO VIEWS OF CONFLICT

4. Destructive when:
• The value of conflict is not understood
• Conflict is not channelled constructively
• Negative feelings dominate
• Stalemate is the end result
Constructive when:
• Both parties share a common goal or problem
• Both parties seek win-win solutions
• Creative thinking is used to identify possible alternatives
• Both parties are committed to the decisions
Conflict Can Be
DESTRUCTIVE or CONSTRUCTIVE:

5. Emotional:
• * A situation where emotion has become the focal point
• * Anger or frustration clouding the “real” issue(s)
Values:
• * A disagreement over beliefs and attitudes
Needs:
• * Two parties want something; but there
seems to be only enough for one
• * Individual’s expectations are not being met
SOURCES OF CONFLICT

6. THOMAS – KILMANN CONFLICT INSTRUMENT

7. CONFLICT BEHAVIOURS – what is your
preferred mode?

8. THE MODES AND THEIR POTENTIAL OUTCOMES
ASSERTIVENESS
UnassertiveAssertive
COOPERATIVENESS
Uncooperative Cooperative
COMPETING
Win-Lose
COLLABORATING
Win-Win
AVOIDING
Lose-Lose
COMPROMISING
Win-Lose
ACCOMMODATING
Win-Lose

9. • Taking a position that would satisfy your concerns, but not the other
person, and you try to prevail. You use some form of power to win your
position, often against resistance from the other person.
• Benefits:
• Asserting your position
• Possibility of quick victory
• Self-defence
• Testing assumptions
• Costs:
• Strained work relationships
• Suboptimal decisions
• Decreased initiative and motivation
• Possible escalation and deadlock
COMPETING (I win, you lose)

10. • Trying to find a position that would fully satisfy your own and the other
person’s concerns. Together, you create an integrated solution.
• Benefits:
• High quality decisions
• Learning and communication
• Resolution and commitment
• Strengthened relationships
• Costs:
• Time and energy required
• Psychological demands
• Possibility of offending
• Risk of vulnerability
COLLABORATING (I win, you win)

11. • When you settle for a position that only partially satisfies your concerns
and those of the other person. You meet half way – giving up something
in order gain some partial satisfaction.
• Benefits:
• Expediency
• Fairness
• Maintaining relationships
• Costs:
• Partially sacrificed concerns
• Suboptimal solutions
• Superficial understandings
COMPROMISING (I win & lose, you win & lose)

12. • When you try not to engage in a conflict issue with the other person.
You decide not to pursue neither your or the other person’s concerns.
• Benefits:
• Reducing stress
• Steering clear of danger
• Saving time
• Buying time to set up more
favourable conditions
• Costs:
• Declining working relationships
• Resentment
• Delays
• Degraded communication and decision making
AVOIDING (I lose, you lose)

13. • When you seek or accept a position that would meet the other person’s
concerns at the expense of your own. You neglect or sacrifice your own
concerns in favour of the other’s.
• Benefits:
• Helping someone out
• Restoring harmony
• Building relationships
• Choosing a quick ending
• Costs:
• Sacrificed concerns
• Loss of respect
• Loss of motivation
ACCOMMODATING (I Lose, You Win)