The Most Appropriate Conflict Style Is Based on the Situation
LO 7. State when and how to use five conflict management styles.
The five conflict management styles are:
1. Forcing, the user attempts to resolve the conflict by using aggressive behavior. It should be used
2. Avoiding, the user attempts to passively ignore the conflict rather than resolve it. It should be used
3. Accommodating, the user attempts to resolve the conflict by passively giving in to the other party. It
4. Compromising, the user attempts to resolve the conflict through assertive give and take and
5. Collaborating, the user assertively attempts to jointly resolve the conflict with the best solution
WA 10- Give an example of a conflict situation you face/faced, and identify and explain the
appropriate conflict management style to use.
SA- An employee who has been told before to put on safety goggles when operating the machine is not
Application Situations
Selecting Conflict Management Styles, AS-6.3
11. C. Compromising. Every one can not get what they want, there is no clear solution. Everyone has a strong
14. E. Collaborating. The issues are critical, relationships are important, and they deal with peers.
15. D. Accommodating. Maintaining relationship is your prime concern. The decision is not important to you but is
16. A. Forcing. The conflict is probably of personal differences because it recurs. Time is critical to meet the
17. C. Compromising. The issues are complex. There is no superior machines, and people disagree.
18. E. Collaborating. The issue is critical. Forcing could result in the sales person doing a poor job, and losing the
19. B. Avoiding. The time restraint necessitates postponing action. Deal with it when you get back form the meeting.
20. D. Accommodating. Even though you would rather go after your own crises is resolved; your boss
VI. RESOLVING CONFLICTS WITH THE COLLABORATIVE
CONFLICT STYLES Model 6-2 Conflict Resolution, may be used to show the recommended steps to
follow in resolving conflicts in sections A-C below.
A. Initiating Conflict Resolution.
KT- Initiating conflict resolution steps:
BMV-6-1 Behavior Video Module 6, Initiating conflict resolution, may be shown in place of, or in
addition to, the following.
Step 1. plan to maintain ownership of the problem using the XYZ model, KT- XYZ
Model- it describe the problem in terms of behavior, consequences, and feelings.
WA 11- Use the XYZ model to describe a conflict problem you face/faced.
SA- When you make me work overtime (behavior), I’m late for my softball game (consequences), and
Step 2. implement your plan persistently,
Step 3. make an agreement for change.
SB 6.3 and 6.4 can be used to develop students skill at resolving conflicts.
B. Responding to Conflict Resolution.
KT- responding conflict resolution steps- they are:
Step 1. listen to, and paraphrase the problem using the XYZ model,
Step 2. agree with some aspect of the complaint,
Step 3. ask for, and/or give, alternative solutions,
Step 4. make an agreement for change.
C. Mediating Conflict Resolution.
BMV- Behavior Video Module 6-2, Mediating Conflict Resolution, may be shown in place of, or in
addition to the following steps. It is a follow-up to BMV-6-1.
KT- mediating conflict resolution steps:
Step 1. have each party state their complaint using the XYZ model,
Step 2. agree on a problem(s),
Step 3. develop alternative solutions,
Step 4. make an agreement for change, and follow up.
LO 7. List the steps of initiating, responding to, and mediating conflict resolutions.
-Initiating conflict resolution steps: 1. plan to maintain ownership of the problem using the XYZ
-Responding conflict resolution steps: 1. listen to, and paraphrase the problem, 2. agree with some
-Mediating conflict resolution steps: 1. have each party state their complaint using the XYZ model, 2.
WA 12- Describe a situation in which the initiating, response, and/or mediation conflict resolution
model would be appropriate.
SA- I am presently in conflict situation with my co-operative job. I am carrying 21 credit hours and
working 20 hours per week. My grades are suffering and I cannot handle it. I need to pass all my
VII. PUTTING IT ALL TOGETHER
Exhibit 6-6, Interpersonal Dynamics Styles, may be shown to tie the concepts of transactional analysis,
assertiveness, and conflict.
The adult, assertive, collaborating style has the most positive affects on behavior, human relations, and
performance.
LEARNING OBJECTIVE ANSWERS
NOTE: Below are recommend answers to the learning objectives. The learning objectives with answers also appear
in the test bank so that you can test students on them as short answer/essay questions.
You may also want to limit the number of learning objectives that you expect students to know for the exams. For
example, you could select 2-5 from each chapter that you believe are the most important things that students should
know. Assume you have a total of 10 for an exam. You could tell students to know the answers to all 10 and that you
will select 3 of them for the exam.
After completing this chapter you should be able to:
LO 1. Describe the three ego states of transactional analysis.
The three ego states are:
-Parent. The critical parent is evaluative, while the sympathetic parent is supportive.
LO 2. Explain the three types of transactions.
The three types of transactions are:
-Complementary. They occur when the sender of the message gets the intended response from the
-Crossed. They occur when the sender does not get the expected response.
-Ulterior. They occur when the person appears to be in one ego state, but his or her behavior comes
LO 3. Identify the difference between passive, aggressive, and assertive behavior.
-Passive behavior is nonassertive. The passive person gives in to the other party without standing up
-Aggressive behavior includes the use of force to get one’s own way; often at the expense of violating
-Assertive behavior involves standing up for one’s rights without violating the rights of others.
LO 4. List the four steps of assertive behavior.
1. Set an objective. 2. Determine how to create a win-win situation. 3. Develop an assertive phrase. 4.
LO 5. State when and how to use five conflict management styles.
The five conflict management styles are:
1. Forcing, the user attempts to resolve the conflict by using aggressive behavior. It should be used
2. Avoiding, the user attempts to passively ignore the conflict rather than resolve it. It should be use
3. Accommodating, the user attempts to resolve the conflict by passively giving in to the other party. It
4. Compromising, the user attempts to resolve the conflict through assertive give and take and
5. Collaborating, the user assertively attempts to jointly resolve the conflict with the best solution
LO 6. List the steps of initiating, responding to, and mediating conflict resolutions.
-Initiating conflict resolution steps: 1. plan to maintain ownership of the problem using the XYZ
-Responding conflict resolution steps: 1. listen to, and paraphrase the problem, 2. agree with some
-Mediating conflict resolution steps: 1. have each party state their complaint using the XYZ model, 2.
COMMUNICATION SKILLS
The following critical thinking questions can be used for class discussion and/or as written assignments to develop
communication skills. The questions can also be used for exams.
Note: The questions are based on opinions and personal experiences, so there are no correct answers.
1. Some people say that Transactional Analysis was developed in the 1960s, so it is outdated. Do you agree, or do
you believe people still transact from the parent, child, and adult ego states so TA can help us to understand
behavior and improve human relations?
2. Some people intentionally use ulterior transactions to get what they want without others knowing it. Are ulterior
transactions ethical?
3. Some people have negative attitudes and use negative strokes that hurt others. Is giving negative strokes
unethical behavior?
4. Select a person you know who is consistently passive. Do people take advantage of this person, such as getting
them to do more work? Do you? Is it ethical to take advantage of passive people?
5. Select a person you know who is consistently aggressive. Do people let this person get his or her way? Do you?
What is the best way to deal with an aggressive person? What is the best way to deal with a passive-aggressive
person?
6. Select a person you know who is consistently assertive. Do people tend to respect this person, and does this
person have effective human relations? Do you? What will you do to improve your assertiveness?
7. Recall violence at school or work. Describe the situation. Were there signs that violence was coming? What can
you do to help prevent violence?
8. Which conflict management style do you use most often? Why do you tend to use this conflict style? How can
you be more collaborative?
9. How do you feel about the use of the forcing conflict style? Do you use it often? Is using the forcing style
ethical?
WORK APPLICATION SAMPLE ANSWERS
You may give these student answers below as part of your lecture before, after, or in place of
getting student answers. You may have students write out their answers and pass them in to be
graded. Another option is to use them on the exams.
All the work application questions appear in the test bank so that you can assess students’
ability to apply the concepts to their work world. However, because student answers will vary,
there are no answers in the test bank.
You may also want to limit the number of work applications that you expect students to pass in for grading and/or to
know for the exams. For example testing, you could select 2-5 from each chapter that you believe are the most
important things that students should be able to apply to their jobs. Assume you have a total of 10 for an exam. You
could tell students to have prepared answers to all 10 and that you will select 3 of them for the exam.
WA 1- Give an example of a complementary transaction you experienced. Be sure to identify ego
states.
SA- Me, from the adult ego state, “pass me the Gramoldy file please” Karen, from the adult ego state,
WA 2- Give an example of a crossed transaction you experienced. Be sure to identify ego states.
SA- Rich, from the adult ego state- “please help me move the order out to the truck.” Ben, from the
WA 3- Give an example of an ulterior transaction you experienced. Be sure to identify ego states.
SA- My roommate asked me which outfit to wear, in an adult manner; but when I selected one, in an
adult manner, my roommate said it didn’t look good on. My roommate’s second response came from
WA 4- Identify your present/past boss’s life position, and use of stroking.
SA- My boss’s life position was I’m OK- You’re not OK. He always bragged about what a good worker
WA 5- Recall an example of when you used/observed passive-aggressive behavior. How did it affect
human relations?
SA- My boyfriend does this all the time. I do these little things that bother him but he doesn’t say
WA 6- Recall an actual situation you faced. Identify a passive, aggressive, and assertive response to the
situation.
SA- The situation I face is my roommate having his girl friend over all the time and it affects my
studying.
-Passive response. “I would say nothing, just do my best or go study somewhere else.
-Aggressive response. “Get Jean out of here and don’t bring her in here while I’m studying.”
-Assertive response. When the two of as are alone I could say something like, “I’m glad you and Jean
WA 7- Recall a situation in which someone was angry with you, preferably your boss. What was the cause of the
anger? Did the person display any signs of potential violence? If so, what were they? How well did the person deal
with his or her anger? Give specific tips the person did and did not following.
SA- My boss was made when I made an error. He did not display any signs of violence. He did a good job, as he did
WA 8- Recall a situation in which you were angry with someone. What was the cause of your anger? Did you
display any signs of potential violence? If so, what were they? How well did you deal with your anger? Give
specific tips you did and did not following.
SA- I got mad when a coworker agreed to do a report the same way I did it, but he did not. I did not show any signs
WA 9- Describe a conflict you observed in an organization, preferably one you have been associated
with. Identify the type of conflict in terms of the people involved and the reasons for the conflict.
SA- Conflict is abundant at the bank I work for. I have a conflict with my boss in the way we approach
things differently, it slows us down when we have to iron out how I will perform a task. The type of
WA 10- Give an example of a conflict situation you face/faced, and identify and explain the
appropriate conflict management style to use.
SA- An employee who has been told before to put on safety goggles when operating the machine is not
WA 11- Use the XYZ model to describe a conflict problem you face/faced.
SA- When you make me work overtime (behavior), I’m late for my softball game (consequences), and
I get angry about missing part of the game (feelings). Sometimes I have to miss playing additional
WA 12- Describe a situation in which the initiating, response, and/or mediation conflict resolution
model would be appropriate.
SA- I am presently in conflict situation with my co-operative job. I am carrying 21 credit hours and
working 20 hours per week. My grades are suffering and I cannot handle it. I need to pass all my
APPLICATION SITUATION ANSWERS
NOTE: There are multiple choice test questions in the test bank that are similar to the AS in
the text to assess application ability.
Transactional Analysis, AS 6-1
1. C. Ulterior. The responder, Karen, seems to be coming from an adult ego state, but is coming from a
2. B. Crossed. Sandy, it the child ego, is asking for help from Rob hoping for a sympathetic parent ego.
3. B. Crossed. Latoya is asking the question on an adult level. However, Shawn came back with an adapted child
4. A. Complementary. This is a child to child exchange; which is getting now where. An adult response would be
5. A. Complementary. This is an adult to adult transaction.
Assertiveness, AS-6.2
6. C. Assertive. This question addresses the legitimacy of the request and gives the supervisor a chance
7. A. Passive. The person is going to do the request, rather than stand up for the right to do the more
8. B. Aggressive. Calling the supervisor’s request stupid is aggressive behavior.
Selecting Conflict Management Styles, AS-6.3
11. C. Compromising. Everyone cannot get what they want, there is no clear solution. Everyone has a strong interest
14. E. Collaborating. The issues are critical, relationships are important, and they deal with peers.
15. D. Accommodating. Maintaining relationship is your prime concern. The decision is not important to you but is
16. A. Forcing. The conflict is probably of personal differences because it recurs. Time is critical to meet the
17. C. Compromising. The issues are complex. There is no superior machines, and people disagree.
18. E. Collaborating. The issue is critical. Forcing could result in the sales person doing a poor job, and losing the
19. B. Avoiding. The time restraint necessitates postponing action. Deal with it when you get back form the meeting.
20. D. Accommodating. Even though you would rather go after your own crises is resolved; your boss
CASE 6 ANSWERS
1. Using transacational analysis, describe the implied nature of the interaction between Meg and
her executive team, What do you believe led to these crossed transacations?
Meg was unable to get her message across to the executives. The executives did not respond the
2. Which of the implied behaviors (passive, aggressive, and assertive) did Whitman exhibit.
Whitman chose to be assertive since she released the executives that did not support her being
3. What conflict management style is being exhibited in the case?
To resolve the conflict, Meg needed to use a forcing conflict management style. The executives
4. How was the conflict resolved? How would you have resolved the conflict between them?
Meg was able to remove the executives that didn’t agree with her leadership. In the long run,
Cumulative Questions
5. What role do perceptions (Chapter 2) atudes, and values (Chapter 3) play in the case?
Did the HP executives perceive Meg as a threat since she was successful as CEO at EBay? Did the
executives have an a0tude that Meg was a woman and she would not make a good CEO or
6. How might active listening (Chapter 5) have assisted Whitman and the executives in
understanding each other ‘s positions?
If the executives actively listened to Meg that would have heard an intelligent women with a
great deal of senior leadership experience at Ebay. If Meg had actively listened to the HP
Case Exercise and Role-Play
Preparation: The instructor assigns students to b either Meg Whitman or an HP executive. Assume the two of you
are going to try to work things out. Prepare for a meeting in which you will try to resolve your conflict. Both parties
Role-Play: Matched pairs of Whitman and an HP executive role-play the conflict resolution meeting. The role-play
may be done in small groups, or two people may role play before the entire class.
After the conflict meeting, the group or class discusses and critiques the effectiveness of the conflict
Hint: The HP Executive could be from the different divisions (Printers, HP PC’s, laptops, or software) or from
OBJECTIVE CASE ANSWERS
Bill and Saul’s Conflict
NOTE: There are no cases in the test bank. However, there are multiple choice test questions
in the test bank that are similar to case question 1-10 to assess application ability.
1. E. Adapted child. Bill was rebellious and blamed others.
2. C. Adult. Saul was rational and unemotional.
3. B. Crossed. Bill wanted Saul to be a sympathetic parent, but he wasn’t. 4. A. I’m OK-You’re not OK.
9. A. Forcing. Bill kept trying to force Saul, especially with his threat of Mr. Carlson.
10. B. Compromising. Saul is trying to compromise with four day, while Bill continues to use force to
11. The author would not have taken the order, then try to force Saul. He would have called Saul and
12. The author would bring the two of them together to work it out using the mediate conflict
resolution style. It’s not just this one order that needs to be decided. Bill and Saul must work together
Role Play. Have students role play being Bill and Saul during the conversation. Or have students role
play being Mr. Carlson bringing the two together to resolve this conflict.
VIDEOS
Hot Seat Videos and Behavior Model Videos are available to be used with this chapter. See separate Instructor
Resources Guide for each type of video.
SKILL BUILDING EXERCISE, SB-6.1
Transactional Analysis
Total time (5-50 minutes)
Select the time you want to allocate to this exercise and an option for its use. Option A may take about
5 minutes, unless students have several questions. Option B will vary with how much discussion you
have on the consequences of each alternative behavior. Option C can go for 50 minutes. Under option
C you can have them do more situations at a time, and only do some of them in groups.
Recommended Answers to TA situations (Note that the answers are in the SA Ex 6-1 grid)
sit. S R- a. b. c. d. e. answer(s)*
1. SP CP SP AC NC A e-b
2. CP AC A SP CP NC b-c
3. SP NC CP AC SP A e-d
4. A A NC CP AC SP a-e
5. A AC SP A NC CP c-d
6. NC CP SP A AC NC c-b
7. CP SP NC AC A CP d-a
8. AC A CP SP AC NC a
9. NC CP AC SP NC A d-e
10. A CP A AC NC SP b-e
*Either answer is acceptable