Mastering Conflict: Strategies for Effective Conflict Management

Mastering Conflict: Strategies for Effective Conflict Management

Learning Objective

At the end of the lesson, you will be able to understand the five conflict-handling modes and apply them in role-play scenarios.

What do you already know about different conflict management styles?

Key Theory: TKI Model

Thomas-Kilmann Conflict Mode Instrument (TKI) provides an overview of the five conflict-handling modes: Competing, Collaborating, Compromising, Avoiding, Accommodating.

Conflict-Handling Modes

Competing, Collaborating, Compromising, Avoiding, and Accommodating are the five conflict-handling modes outlined in the TKI model.

Role-Play Activity: Conflict Scenarios in Retail

Participants will be paired and given a conflict scenario to role-play, utilizing different conflict management styles.

Role-Play Session

Pairs will role-play conflict scenarios such as scheduling conflicts and disagreements between team members, using different conflict management styles.

Debrief: Effective Styles

Discuss which conflict management styles were effective and why, linking back to the TKI model.

Facilitator Input

Provide insights on selecting the appropriate conflict management style based on the situation.

Q&A and Feedback

Engage participants in a question-and-answer session and gather feedback on the role-play activity and facilitator input.

Write down 3 things you learned in this lesson.

Write down 2 things you want to know more about.

Ask 1 question about something you haven't quite understood yet.