Chapter 4 - Conflict

Question 1

Pros and cons of conflict

Answer 1

Pros
Helps raise, clarify and address problems
Can raise energy levels
Helps people recognise and learn from differences

Cons
If avoided/ swept under carpet can cause more problems
Negative impact on morale & productivity
Conflict can increase conflict
Can cause inappropriate behaviours

Question 2

7 causes of conflict

Answer 2

1. Leadership style
2. Responsibilities not clear
3. Competition - perceived fairness
4. Goals - team and individuals clearly aligned?
5. Lack of / missing info
6. Method / approach differences
7. Values or personal chemistry

Question 3

What is the Thomas-Kilmann Conflict Mode Instument?

Answer 3

Graph like the urgent vs. important matrix, but it has 5 boxes & cooperation and assertiveness on the axes.

1. Avoid - Low cooperation & low assertiveness
2. Accommodate - High Cooperation and low assertiveness
3. Compromise - medium cooperation and medium assertiveness
4. Compete - Low cooperation and high assertiveness
5. Collaborate - High cooperation and high assertiveness

Question 4

Thomas Kilmann Conflict Mode instrument - Avoid examples & advantages & disadvantages

Answer 4

Examples
Avoiding people you find troublesome
Ignoring issues you regard as not important
Avoiding issues that fall into the category “too difficult to deal with”

Advantages
Saves time
Reduces stress
Circumstances may change making things more favorable
If emotions running high, leaves time to cool down

Disadvantages
Does not solve anything
Could make things worse - ongoing resentment, poor relationships
Adversely affect relationships, communication & performance
Could be seen as weak leadership

Question 5

Thomas Kilmann Conflict Mode instrument - Accomodate examples & advantages & disadvantages

Answer 5

Doing someone a favour
Deferring to someone else’s expertise
Appeasing someone

Advantages
Helps someone out
Restores harmony/avoids conflict
Speedy if don’t mind losing the battle

Disadvantages
Not great strategy unless what you concede is not important to you
Loss of self respect
Set the wrong tone for the relationship going forward

Question 6

Thomas Kilmann Conflict Mode instrument - Compete examples & advantages & disadvantages

Answer 6

Imposing a decision when quick, decisive action is required
When consensus fails and when under attack

Advantages
Asserts your position
Imposes decisions important to you
Can be quick
People know where they stand

Disadvantages
Reduces cooperation
Could increase conflict
Could make others resentful
Assumes your position is right or best option

Question 7

Thomas Kilmann Conflict Mode instrument - Collaborate examples & advantages & disadvantages

Answer 7

Where team working and commitment are important and where both concerns are important.

Advantages
Collaborative and achieves consensus
High quality results and new insights
Relationships strengthen

Disadvantages
Takes time, not good if quick decision needed
Requires trust, flexibility and strong relationships
Requires mutual interests and goals

Question 8

Thomas Kilmann Conflict Mode instrument - Compromise examples & advantages & disadvantages

Answer 8

Where each party is flexible & trades consessions to reach an outcome both party can live with.

Advantages
Saves time
Achieves outcome that otherwise would not be possible
Fair - each side gives up same amount

Disadvantages
Neither gets what they want
Compromise may not meet the required outcome
May not be possible on vital issues