1.3.B Conflict Management Techniques

Question 1

In the Thomas-Kilmann Conflict model, what are the 2 axes?

Answer 1

Assertiveness and Cooperativeness

Question 2

In the Thomas-Kilmann Conflict model, which mode (box) seeks to partially satisfy all participants?

Answer 2

Compromising

Question 3

In the Thomas-Kilmann Conflict model, which mode is the best in handling conflict?

Answer 3

None, it depends on the situation.

Question 4

For Conflict Resolution Strategies, is it recommended to use “I” messages, or “You” messages?

Answer 4

“I” messages

Question 5

In the Thomas-Kilmann Conflict model, which mode neglects their own concerns to satisfy the concerns of other people?

Answer 5

Accommodating

Question 6

What are some strategies TD professionals should model and use when responding to conflict?

Answer 6

• using “I-messages” rather than “you-messages”
• addressing conflict directly
• avoiding the words “always” and “never,” which are exaggerations and rarely true
• considering what is known about the other person in terms of behaviors and personality
• thinking about their relationship and history with the individuals, their communication style, and general behavior patterns, which will help them anticipate potential reactions
• focusing on what they need to talk about and communicating concerns in a clear, specific, and neutral way; for example, identifying the central issue maintains focus and prevents one from slipping into other matters
• making sure to focus on behavior, not personality.

Question 7

What are some tactics one might use to diffuse conflict situations? (Possible 9 answers)

Answer 7

• Stay calm.
• Listen to all perspectives.
• Identify points of agreement and disagreement.
• Manage one’s own response.
• Set limits and ground rules.
• Handle challenging questions.
• Confront negative feelings.
• Prioritize the main points of conflict.
• Prevent a physical confrontation.

Question 8

What are some steps to help identify conflict and gain some clarity about the situation when a team is in conflict?

Answer 8

• Identify the root cause of the conflict.
• Identify what’s at stake for the team.
• Assess how the team is currently managing the situation.
• Listen to both sides—or more.
• If necessary, speak with individuals separately.
• Ask the team to gather the facts.
• Bring the individuals together.
• Find a common ground.
• Be clear about outcome expectations.
• Create a plan of action as a team.

Question 9

In which mode of the Thomas-Kilmann Conflict model, do individuals do not address conflict?

Answer 9

Avoiding

Question 10

In which mode of the Thomas-Kilmann Conflict model, do the individuals seek to satisfy their own needs without regard to, and often at the expense of, others involved?

Answer 10

Competing

Question 11

In which mode of the Thomas-Kilmann Conflict model, do individuals work with others to find a solution that fully satisfies all interests?

Answer 11

Collaborating

Question 12

In the Thomas-Kilmann Conflict model, what is the x-axis defined as?

Answer 12

Cooperation

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Question 13

In the Thomas-Kilmann Conflict model, what is the y-axis defined as?

Answer 13

Assertiveness

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Question 14

In the Thomas-Kilmann Conflict model, which of the five responses is superior?

Answer 14

None of the five responses to conflict is inherently superior or inferior. However, one response may be more effective than another depending on the situation.

Question 15

What are some tactics for diffusing conflict situations?

Answer 15

• stay calm
• listen to all perspectives
• manage your own response

For more, see 1.3.5.4 Ways to Diffuse Conflict Situations