2.7 Chapter Summary
Key Takeaways
- The Thomas-Kilmann model highlights the five approaches to conflict: avoiding, accommodating, collaborating, compromising, and competing.
- Empathy is essential for Human Resources professionals when dealing with workplace conflict and problem-solving.
- Preparation and practice are vital to the conflict resolution process.
- You may resolve the conflict yourself or coach a people leader to resolve the conflict.
Check Your Knowledge
Now that you have completed Chapter 2 reflect on what you have learned and see if you can complete these tasks.
- Define the 5 Thomas-Kilmann approaches to conflict.
- List the pros and cons of each of the Thomas-Kilmann conflict resolution approaches.
- Describe how a Human Resources professional can utilize empathy when resolving a workplace conflict.
