Read each of the following statements and rank each response (1 = first choice, 5 = last choice) according to your most probable action or choice in each case.

  1. You are about to go into a meeting in which a new policy will be offered. There has been much disagreement. Your perspective to this policy is quite different than the majority. Resistance to the majority will likely aggravate many of the planning team members. You are most likely to:
    1. stand fast for your position.
    2. look for some middle ground.
    3. go along with the wishes of the majority.
    4. remain silent during the meeting.
    5. try to reframe the issue so that all sides can be included in the solution.

  2. I would say the following about differences:
    1. Differences are to be expected and reflect the natural order: some have resources and others have none; some are right and some are wrong.
    2. Differences should be considered in light of the common good. At times parties are obliged to lay aside their own views in the interest of the majority.
    3. Differences serve only to drive people apart, and their personal implications cannot be ignored.
    4. Differences reflect the basic attributes of people and are largely beyond influence.
    5. Differences are a natural part of the human condition and are neither good nor bad.

  3. Regarding conflict:
    1. Ultimately, right prevails. This is the central issue in conflict.
    2. Everyone should have an opportunity to air feelings as long as they do not block progress.
    3. Conflict requires self-sacrifice, the placing of the importance of continued relationships above one's own needs and desires.
    4. Conflict is one of the evils in human affairs and should be accepted.
    5. Conflict is a symptom of tension in relationships, and when accurately interpreted, may be used to strengthen relationships.

  4. Regarding the handling of conflict:
    1. Persuasion, power, and force are all acceptable tools for achieving resolution, and most people expect them to be used.
    2. It is never possible for anyone to be satisfied. Resolving conflict means persuasion combined with flexibility.
    3. It is better to ignore differences than to risk open conflict. It is better to maintain the basis of relationship than to risk it.
    4. Impersonal tolerance is the best way to handle conflict.
    5. Conflict resolution requires confrontation and problem solving, often going beyond the apparent needs and opinions of the parties involved.

SUM YOUR RESPONSES FOR EACH OF THE FOLLOWING LETTERS.

A. _____     B. _____     C. _____     D. _____     E. _____

Instructions

  1. Distribute the quiz to students and have them complete it. This should take about 5–7 minutes.
  2. When all students have completed the quiz, explain the scoring: The category with the lowest score is the one that students are most likely to use during a conflict.
  3. After students have scored their work and have a sense of which styles they most intuitively choose, hand out the conflict resolution figure and present the following material:

Thomas and Kilmann (1974) studied supervisors in a variety of work situations in the work world and identified five different styles of conflict resolution (see figure). Underlying the choice of style are two personal dynamics (choosing between the importance of the issue or task versus the importance of the relationship with the other person, and choosing between assertiveness and cooperation). Neither dynamic is an either/or choice - we fall somewhere on the continuum between these two ideals, and that choice is played out by the conflict style that is used: avoidance (which says that neither dynamic is important), accommodation (which says that relationship is more important than task), competition (which says that task is more important than relationship), compromise (which recognizes the importance of both, and is willing to pay attention to both in a partial manner), and collaboration (which recognizes the importance of both, and demands a great deal of attention to both!). Collaboration, of course, is ideal and is most people's first choice. However, one cannot collaborate alone, and so the next important question is related to what styles are most effective when collaboration is impossible. Thomas and Kilmann's research found that accommodation and compromise are generally more effective than competition and avoidance because they do not ignore the relationship variables, which underlie most conflict situations.

NOTE: Students should be reassured that the styles they choose are not set in stone and that their answers to this quiz depend on their mood and the specific day, as well as what they really believe about conflict situations. In order to address conflict, we draw from each style. None of these styles is superior in and of itself. How effective they are depends on the context in which they are used.

  1. Facilitate a large group discussion in which students share their preferred conflict style and an example of when they used that style. In addition, you might ask that same student if they have examples of when they used the least preferred conflict style ranked by the quiz. After a number of students have shared their thoughts ask, "Do you think people can choose their behaviour according to what is effective or will they almost always act instinctually?"

Figure 4.4.2 Conflict Management Styles by Laura Underwood

Figure 4.4.2 Conflict Management Styles by Laura Underwood
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