FORMS & SIGNS OF CONFLICT

Conflict can be caused by a lot of different reasons in the workplace. Regardless of what causes conflict, it is important to resolve it immediately.
When conflict is left to simmer instead of being addressed, it can result in negative morale as staff take the conflict to heart. While it may not seem
like a big deal to you particularly, it is important to think of how others may feel and address it to prevent the morale slump that will inevitably
spread between staff.

Common Causes of Conflict Include:

 Conflict Resolution
Thomas-Kilmann Model

COMPETING COLLABORATING
WIN : LOSE WIN : WIN
I’m right, you’re wrong Let’s work together
Assertiveness
Concern for own needs

COMPROMISING
WIN : WIN or LOSE : LOSE
Let’s find the middle ground

After you, no after you You’re right, I’m wrong

LOSE : LOSE LOSE : WIN

AVOIDING ACCOMODATING

Cooperativeness
Concern for others needs
THOMAS-KILMANN CONFLICT MODEL
The Thomas-Kilmann Conflict Model—developed by Dr. Kenneth W. Thomas and Dr. Ralph H. Kilmann—outlines five strategies for conflict
resolution:
1. Avoiding: Unassertive, Uncooperative
2. Competing: Assertive, Cooperative
3. Accommodating: Unassertive, Cooperative
4. Compromising: Moderately Assertive, Moderately Cooperative
5. Collaborating: Assertive, Cooperative

These fall on a graph, with assertiveness on the y-axis and cooperativeness on the x-axis. In the Thomas-Kilmann model, “assertiveness” refers
to the extent to which you try to reach your own goal, and “cooperativeness” is the extent to which you try to satisfy the other party’s goal.

Alternatively, you can think of these axis labels as the “importance of my goal” and the “importance of this
relationship.” If your assertiveness is high, you aim to achieve your own goal. If your cooperativeness is high, you
strive to help the other person reach theirs to maintain the relationship.
RESOLVING CONFLICT AS A LEADER
As a leader, it is your responsibility to help mitigate conflict among your team. Conflict is a natural part of group dynamics and proper
resolution is integral in maintaining a healthy work environment.

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SOURCES
“5 Strategies for Conflict Resolution in the Workplace.” Business Insights Blog, 7 Sept. 2023, online.hbs.edu/blog/post/strategies-for-
conflict-resolution-in-the-workplace.

Gurchiek, Kathy. “How to Identify and Address Conflict in the Workplace.” SHRM, SHRM, 15 Apr. 2022,
www.shrm.org/resourcesandtools/hr-topics/employee-relations/pages/talent-2022-address-workplace-conflict.aspx.