101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 65. Crash Control: Conflict Management Styles

Conflict can be defined in many ways—from simple disagreement or disharmony to allout warfare. Conflict situations can arise on a variety of fronts each day, and there are five basic ways in which individuals tend to resolve issues. Understanding when it is appropriate to use these styles, and the possible negative consequences associated with each, prepares employees to relate to internal and external customers more successfully.

<source>Source: Adapted from Thomas, K. W. (1977). “Toward multi-dimensional values in teaching: The example of conflict behaviors.” Academy of Management Review, 2, table 1, p. 487.</source>

Style	Appropriate Uses	Negative Consequences
Avoiding Try to solve problem by denying its existence.	Issue is trivial, or more pressing issues exist. Issue seems irrelevant or attributed to other concerns. There is no chance of satisfying personal goals. Possible disruption outweighs benefits of resolution. Process allows people to calm down and regain perspective. There is a need to gather more information. Others can resolve issue more effectively.	Issue may build. Decisions are made by default. Person lacks credibility. Self-esteem is undermined.
Accommodating Play down differences; surface harmony exists.	Harmony and stability are particularly important. Issue is more important to others. Person can build “social credits” for later issues. Person can minimize loss when outmatched and losing. Avoiding disruption is important. Continued ...