As an agile coach or a scrum master. We deal with conflicts almost daily. Conflicts are disagreements of two or more opposing parties.
In dealing with conflicts, there are no perfect response. Knowing the context and the interests of the personalities involved will come very handy.
In Thomas & Kilmann’s Conflict Resolution Model, there are 5 responses to conflict
| Avoiding | Not dealing with the conflict. Ignoring the conflict in the hope it will resolve itself. (lose-lose) |
| Accommodating | Putting the other parties needs before one’s own (lose-win) |
| Competing | One party stands firm and does not back down until they get their way (win-lose) |
| Compromising | Middle ground, concede some aspects to a solution both can agree on (lose-lose) |
| Collaborating | Time consuming but has long term results. Each party’s needs and wants are considered and a solution is found so that everyone leaves satisfied (win-win) |
You don’t have to aim for Collaborating and Compromising in every conflict. At the same time, you don’t want to be Accommodating all the time to win their friendship. Knowing when to apply specific responses to the person and team you are coaching will deepen trust and and teamwork. The right blend of assertiveness and cooperation in conflict situations is the key.
The chart below summarizes the Thomas & Kilmann’s Conflict Resolution Model. Let it be your guide in navigating conflicts within the team.
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