CT 310: Organizational
Communication
Conflict 2
Kilmann and Thomas
Conflict Management Model
assertion compete
concern
for self
collaborate
compromise
non-assertion avoid
non-cooperation
accomodate
cooperation
concern
for other
avoiding = little concern for self
or other
• ignore conflicts
• invoke slow procedures
• put problems on hold
• secrecy
When to avoid:
• issue is trivial
• no chance of winning
• negative potential outweighs
benefits
• cool off to regain perspective
accomodating = giving in
• submission
• compliance
• going along with
• obedience
when to accomodate:
• when you are wrong
• when it is more important to
others
• build credit for later
• when harmony is crucial
competing = trying to get
your way.
• win-lose
• lose-lose
• forcing submission
when to compete:
• you are right
• quick action is needed
• unpopular action is needed
• when you are up against people
who take advantage of
cooperative behavior
compromise = get part of what
you want
is this glass half
full, or half
empty?
compromising behaviors:
• negotiation
• looking for deals
• tradeoffs
when to compromise:
• people are equal in power and
have mutually exclusive goals
• temporary settlement
• deal with time pressure
• when goals are important but
so are the relationships
• as a backup to compromise or
collaboration
collaboration is the team approach
• problem solving
• confront differences by
sharing ideas and information
• search for integrative solutions
• win-win
collaborate when:
• both sets of concerns are too
important to be compromised
• to merge insights from people
with different perspectives
• to gain commitment thru
consensus
• to work through problems
which have interefered with a
working relationship
Personality and conflict management
• win-lose battler = internal
control, takes risks, aggressive
• friendly helper = external
control, no risks, trusting
• problem solver = internal
control, trusting, respectful
WL
WL
FH
PS
stalemate
FH
PS
WL WL
stalemate
PS
consensus