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. 

 Conflict 

Management 

 

50 

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? 

 Conflict 

Management 

 

52 

Curriculum Training

 

 

 

AC13 – PROBLEM SOLVING 

 

 

 

Your Notes