1. Styles of Conflict Resolution Competing AvoidingAccommodating Collaborating Compromising Assertive Unassertive Party’s Desire to Satisfy Own Concerns UncooperativeCooperative Party’s Desire to Satisfy Other’s Concerns Figure 9-8

2. What is Your Primary Conflict-Handling Style? For each item, circle a number to indicate how often you rely on that tactic. Rarely Always Rarely Always 1. I argue my case with my co-workers to show the 1 2 3 4 5 merits of my position. 2. I negotiate with my co-workers so that a 1 2 3 4 5 compromise can be reached 3. I try to satisfy the expectations of my co-workers. 1 2 3 4 5 4. I try to investigate an issue with my co-workers to 1 2 3 4 5 find a solution acceptable to us. 5. I am firm in pursuing my side of the issue. 1 2 3 4 5 6. I attempt to avoid being “put on the spot” 1 2 3 4 5

3. Rarely Always Rarely Always 7. I hold on to my solution to the problem. 1 2 3 4 5 8. I use “give and take” so that a compromise 1 2 3 4 5 can be made. can be made. 9. I exchange accurate information with my co-workers 1 2 3 4 5 to solve a problem together. to solve a problem together. 10. I avoid open discussion of my differences with my 1 2 3 4 5 co-workers. co-workers. 11. I accommodate the wishes of my co-workers. 1 2 3 4 5 12. I try to bring all our concerns out in the open so that 1 2 3 4 5 the issues can be resolved in the best possible way. the issues can be resolved in the best possible way. 13. I propose a middle ground for breaking deadlocks. 1 2 3 4 5 14. I go along with the suggestion of my co-workers 1 2 3 4 5 15. I try to keep my disagreements with my co-workers 1 2 3 4 5 to myself in order to avoid hard feelings. to myself in order to avoid hard feelings.

4. Conflict-Handling Style Scoring Key Add your scores on the items in each category. CollaboratingAccommodatingCompeting ItemsItemsItems 4. ____3. ____1. ____ 9. ____11. ____5. ____ 12. ____14. ____7. ____ Total ____Total ____Total ____ AvoidingCompromising ItemItem 6. ____2. ____ 10. ____8. ____ 15. ____13. ____ Your primary conflict-handling style is (the category with the highest total) Your backup conflict-handling style is (the category with the second highest total) Range of scores =3-15 Midpoint =9

5. Uses of Five Styles of Conflict Management Competing/Forcing Competing/Forcing –When quick, decisive action is vital (e.g. emergencies) –When unpopular actions need to be implemented (e.g. cost cutting, enforcing unpopular rules, discipline) –Against people who take advantage of noncompetitive behavior

6. Uses of Five Styles of Conflict Management Collaborating Collaborating –To find an integrative solution when both sets of concerns are too important to be compromised –To learn –To merge insights from people with different perspectives –To gain commitment

7. Uses of Five Styles of Conflict Management Compromising Compromising –When goals are important, but not worth the effort or the potential disruption of more assertive modes –When opponents with equal power are committed to mutually exclusive goals –To arrive at quick solutions –As a backup when collaboration is unsuccessful

8. Uses of Five Styles of Conflict Management Accommodating Accommodating –When you find you are wrong (show your reasonableness) –When issues are more important to others than to you –To build social credits for later issues –To minimize loss when you are outmatched and losing –When harmony and stability are especially important

9. Uses of Five Styles of Conflict Management Avoiding Avoiding –When an issue is trivial, or more important issues are pressing –When you perceive no chance of satisfying your concerns –To let people cool down and regain perspective –When gathering information supersedes immediate decision –When issues seem symptomatic of other issues