Mazda Training manual — part 119

Conflict Management

Curriculum Training

49

The Collaborator: Assertive / Cooperative

Teamwork and cooperation help everyone achieve their goals – and maintain relationships.

Useful when:
• you need to find a solution when both sets of concern are too important to compromise
• your objective is to learn – understanding the views of others
• you need commitment from everyone
• it would be useful to overcome any hard feelings that have arisen.

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Management

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Curriculum Training

COMPETITOR

I WIN – YOU LOSE

COLLABORATOR

I WIN – YOU WIN

COMPROMISER

YOU BEND – I BEND

ASSERTIVE

UNASSERTIVE

AVOIDER

NO WINNER – NO LOSER

ACCOMMODATOR

I LOSE – YOU WIN

UNCOOPERATIVE

COOPERATIVE

ASSERTIVENESS

COOPERATION

The act of working together to reach a solution suitable for us both:
• Give and take
• Teamwork.

Your Notes

Conflict Management

Curriculum Training

51

4.3 Problem

Solving

Annoyed customers present you with problems – and they need to be solved.

In addition, problems may arise that you need to tell the customer about – such as a delay,
or extra work that will take more time to complete.

In either case, the customer wants solutions, not problems.

1.

Understand the problem

• What are you trying to do?
• What are the unknowns?
• What information is available, missing or irrelevant?

2.

Devise a Plan

• Look for a pattern.
• Can we use a technique we used elsewhere?
• Devise and assess the plan, and decide if it will work.

3.

Carry out the Plan

• Communicate the plan and get agreement for it
• Implement the plan, and perform any necessary actions.
• Check each step of the plan as you proceed.
• Keep an accurate record of your work.

4. Look

Back

• Check the results.
• Does your answer make sense? Is it reasonable?
• Could we have used a better method?

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Management

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Curriculum Training

AC13 – PROBLEM SOLVING

Your Notes