Frequently Asked Questions (FAQs)

Click on the general topic that pertains to your specific question:

1. Purchasing an Online Product
2. Accessing an Online Product After Purchasing It
3. Technical Tips for Using Our Online Products
4. Receiving TKI Results and More About the TKI
5. When to Take Our Online Courses
6. Exams and Certificates for Our Online Courses
7. Policies for Copyrights, Refunds, Privacy, and Renewals

 

1. PURCHASING AN ONLINE PRODUCT

Can I purchase the PAPER version of the TKI on your website?

As an e-learning business, we naturally specialize in providing the ONLINE version of the TKI, which automatically scores, graphs, and interprets your results. Moreover, there is no shipping cost or time involved with taking the ONLINE TKI after you've purchased it. And immediately after you complete your responses to the TKI assessment, you can download your personalized TKI Report. Neverthess, if you wish to purchase 50 or more of the PAPER version of the TKI assessment, you can purchase this quantity on our website. Right after you complete the purchase process, Contact Us with your U.S shipping address (instead of sending us a completed spreadsheet). Please note: We do not ship outside the continental U.S. And if you wish to purchase less than 50 TKI paper booklets, we request that you go directly to the publisher's website, CPP, Inc., since we do not provide this special service for small-quantity orders.

Can I use a Purchase Order for the TKI (or an online course) so I can access that online product and then make my payment to you at a later time? Do you have any installment plans?

Kilmann Diagnostics does not make use of any purchase orders that would give you (or your clients) access to our online products before we receive full payment in advance. The only exception concerns our two course collections: (1) The Complete Program — Interest-Free Payment Plan and (2) The TKI Package — Interest-Free Payment Plan.

What payment methods can I use to purchase the TKI (or on online course)?

You have several payment options that are based on the dollar amount of your order and your preferred method of payment. To purchase directly on our website, first add the item(s) you wish to purchase to your shopping cart. You can then complete your purchase by using Visa, MasterCard, Discover Card, American Express, or a PayPal account.

To purchase any of our online products on the phone, you can call us seven days a week between 8 a.m. and 8 p.m. Pacific Time at (949) 497-8766 or (949) 478-4743. You can use Visa, MasterCard, Discover Card, or American Express to make your payment, as long as the total amount of your order does not exceed $5,000 (or your charge card limit, if it's less than $5,000).

For any size purchase (but especially for purchases over $5,000), you can e-mail your order to custserv@kilmanndiagnostics.com and wire your total payment directly to our bank account. You can also mail a personal or business check directly to Kilmann Diagnostics.

If you wish to purchase one of our course collections, we offer an Interest-Free Payment Plan: (1) The Complete Program — Interest-Free Payment Plan and (2) The TKI Package — Interest-Free Payment Plan. For all our other online products, you must first purchase these products entirely in advance before you can access them on our website.

See our Purchasing Options and Privacy Policy for further details.

What if my company (or university) requires an invoice before a purchase can be made?

If you need an invoice for any of our purchasing options, please Contact Us.

What payment options do most of your customers use?

Almost all purchases for 1 to 100 participants are made right on our website with a charge card. Most purchases for larger groups are wired directly to our bank account or are completed on the phone. For very large purchases, we usually receive a business check in the mail.

I want to purchase the TKI (or an online course) for another person for the purpose of conducting a coaching session (or providing some online training for someone else). What is the best way to do that?

After you have purchased the one TKI or online course, first download and then complete the KD_Spreadsheet.xls for just this one person. When we receive your Excel spreadsheet, we'll create a new account for that one person and place the link to the TKI (or the online course) in his or her username account. 

Can I purchase the TKI (or an online course) for several participants or a work group?

In your shopping cart, you can enter any quantity of TKIs, online courses, or course collections. After you've made your purchase, you need to download, complete, and send us your KD_Spreadsheet.xls. When we receive your completed Excel spreadsheet, we'll create a new username account for every member in your group and place the link to that purchased item in each account.

If I purchase the TKI (or an online course) for several people, are there group discounts?

There are several quantity discounts for the TKI, depending on whether you purchase 50–99, 100–499, 500–999, or 1000 or more TKI assessments. These discounted rates are indicated on this webpage: TKI Assessment.

If you purchase an online course for 5 or more people, the group discount is noted on the separate page for each course: Go to our green horizontal menu bar and hover over "Online Courses" to select the course of interest.

After you enter a qualifying number for "Quantity" in your shopping cart, the total charge for your purchase will be based on the group discount for the TKI (or an online course).

I already purchased an online course, but I now see that I could have purchased a collection of courses at a considerable discount. Is there any way I can upgrade my previous course(s) to The Complete Program or The TKI Package?

We have a cost-effective, risk-free Upgrade Path for our series of online courses: If you have already purchased one or more courses (regardless if these courses are still active or have expired), we'll give you full credit for what you previously paid toward the purchase of a course collection: The Complete Program or The TKI Package. If you would like to take advantage of our Upgrade Path, please Contact Us.

I plan to purchase the TKI (or an online course) as part of a grant from the U.S. government. Do you have a DUNS Number, which is required for such purchases? 

The DUNS Number for Kilmann Diagnostics is 968707351. It is registered with CCR (Central Contractor Registration of the U.S. Government).

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2. ACCESSING AN ONLINE PRODUCT AFTER PURCHASING IT

I just purchased the TKI (or an online course). How do I access it?

First make sure you are logged in to your account at Kilmann Diagnostics—just in case you logged out after you completed your purchase. On the top left of our website (directly above the navigation panel), locate your username panel. Click on "My TKI" or "My Online Courses" to access your recently purchased item. If you purchased a downloadable file (for example, Workbook Volume I or Logistics Manual), click on "My Downloads."

Someone purchased the TKI (or an online course) for me. When can I take the TKI (or watch the online course)?

You will receive an e-mail from KILMANN DIAGNOSTICS [info@kilmanndiagnostics.com] with one of these subjects: To Log In for Your TKI Assessment or To Log In for Your Online Course(s). That e-mail will include a computer-generated username and password, which you can then use to log in to our website. After you log in, you'll see a panel on the top left of our website, with either of these two tabs: "My TKI" or "My Online Courses." Clicking on that tab will forward you to a new page where you can take the TKI, an online course, or The Complete Program.

What if I don't receive an e-mail with my pre-assigned username and password? What if my client (for whom I purchased an item) doesn't receive his username information?

The best way to ensure that you'll receive our e-mail is to add info@kilmanndiagnostics.com to your Contact Folder or Address Book. Otherwise, if the Firewall setting for your company is very sensitive, your INBOX might not receive our e-mail. Just in case you didn't add us to your Address Book, please check your SPAM Folder (also called "junk" mail) if you haven't received our e-mail with your username information. If thirty-six hours have passed since an item was purchased for you and you still haven't received your username information (after having checked your SPAM Folder), please contact: custserv@kilmanndiagnostics.com.

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3. TECHNICAL TIPS FOR USING OUR ONLINE PRODUCTS

The Course Manual opens in my browser after I insert the password, but why do all the pages come out blank when I print the manual?

For some Internet browsers, it may be necessary to download the pdf Course Manual to your desktop BEFORE you can print it: Don't try to print the manual when it first opens in your browser.

I have been watching an online course, but am repeatedly distracted by having to wait for the videos to download on my computer. What can I do about these interruptions?

First, it's important that you address the three alerts for watching any online course on your computer (hardware, software, and Internet alerts), which are explained on this page: Technical Tips. For example, if you have (1) a very old computer with insufficient memory (RAM), (2) an outdated version of an Internet browser, or (3) slow and inconsistent Internet service, our online courses cannot possibly download in a continuous manner.

Second, if you have already addressed the three alerts, then try these technical tips:(1) Reboot your Internet router, which can get "clogged" if you haven't done that in a long while; (2) reboot your computer, whose memory can become increasingly fragmented over time; (3) close—or do not open—other software applications, so your available memory won't be drained by other open programs; (4) empty the cache on your Internet browser, so its saved history doesn't confuse the current video; (5) use an ethernet cable between your computer and Internet router, which might be more stable than the whims of a wireless connection; and (6) if all else fails, try switching your Internet browser, your laptop computer, and/or your physical location (from home or office to Starbucks, etc., which thereby changes your router and Internet service).

Which Internet browsers do you recommend for taking the TKI (or an online course)?

Based on customer feedback, the latest version of Chrome, Safari, Firefox, and Internet Explorer work well for all our online products. CAUTION: Safari (Version 5.1) can freeze the link for taking the TKI (once you have purchased it), unless you refresh your webpage BEFORE you click on a button that links you to the publisher's site for taking the TKI.

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4. RECEIVING TKI RESULTS AND MORE ABOUT THE TKI

I just completed the TKI. When will I receive my results?

You can download your TKI report right after you complete it. Just follow these instructions: Once you've responded to all 30 items on the TKI, click "Done." When the next page opens, click "View Results." A new page, Generate Reports, will then appear. On the last column on the right, it will say, "Download." Underneath that label, click on the DOWN ARROW. Your TKI report will open in Acrobat Reader. You can now save it (with the "Save As..." command) and print it. NOTE: If someone else purchased the TKI for you (for example, as part of a group purchase), that person may have asked you to forward your TKI report to him or her (for a training workshop, coaching session, or another type of educational program). Please remember to do so!

I just purchased the TKI for several participants. What's the best way for me to get a copy of each person's results? 

Ask your group members to forward their TKI Report to you as soon as they receive it.

I have a number of questions about the TKI. How can I get more information?

On our website, we have more than ten full-length articles that discuss specific aspects of the TKI, including its history and validity: Optional Reading for Our Online Courses. One of these articles might be particularly helpful in answering your questions: Frequently Asked Questions About the TKI.

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5. WHEN TO TAKE OUR ONLINE COURSES

I want to further develop my skills for interpreting other people's TKI reports. Which online course will help me do that?

To get a solid understanding of the TKI Conflict Model, the five conflict-handling modes, and the TKI assessment itself, consider taking BASIC Training in Conflict Management. During this 80 minute recorded course, not only will Dr. Kilmann explain the underlying dimensions of conflict management, but you'll also learn how to interpret your own and other people's results.

If you plan on using the TKI assessment in groups, then consider taking GROUP Training in Conflict Management. This course focuses on learning how to develop and interpret a Group TKI Profile, once you've learned how to develop and interpret individual TKI Profiles in either our BASIC or ADVANCED Training in Conflict Management.

If you want to develop your skills for using the TKI with individuals, groups, AND organizations, consider taking all three of our TKI-based courses at a considerable savings: The TKI Package.

I already purchased an online course, but I now see that I could have purchased a collection of courses at a considerable discount. Is there any way I can upgrade my previous course(s) to The Complete Program or The TKI Package?

We have a cost-effective, risk-free Upgrade Path for our series of online courses: If you have already purchased one or more courses (regardless if these courses are still active or have expired), we'll give you full credit for what you previously paid toward the price of a course collection: The Complete Program or The TKI Package. If you would like to take advantage of our Upgrade Path, please Contact Us.

Can I take any online course at any time or do you recommend a particular sequence?

The ideal sequence for taking our online courses is (00) Expanding Consciousness, (0) Quantum Transformation, (1) BASIC Training in Conflict Management, (2) GROUP Training in Conflict Management, (3) ADVANCED Training in Conflict Management, (4) Culture Management, (5) Critical Thinking, (6) Team Management, (7) Strategy-Structure, (8) Reward Systems, and (9) Process Management. Technically, you can take any course whenever you like. But just so you know, every later course in the sequence builds upon—and assumes knowledge of—each earlier course. Nevertheless, if you want to initially skip the one or both of our foundational courses (Expanding Consciousness and/or Quantum Transformation) and proceed with the more "hands-on" courses, you can always return to those foundational courses later (so you can then tie all the pieces together). And if you are already experienced with the TKI and conflict management, you can skip BASIC Training and begin with ADVANCED Training and then take GROUP Training. Under special circumstances, you might take Critical Thinking before you take Culture Management. To help you decide what sequence is best for you, a more thorough discussion can be found here: Unique Features and Ideal Sequence of Our Online Courses. If you want to take all our online courses, we offer a discounted price when you purchase The Complete Program, which presents each course on the same webpage—in the recommended sequence.

I purchased an online course for my entire work group. How can I be sure that my employees actually take the course and learn all the material?

Since each of our online courses includes a Final Exam (consisting of twenty-five, multiple-choice questions), you have the option of ensuring that your group members learn all the key principles and practices by requiring them to pass the exam (by achieving a score of 88 or more out of a possible 100 points). NOTE: The Final Exam on any course can be taken as many as five times, since we wish to encourage all participants to learn the material—not to add stress to their life. But we won't inform you if any of your group members score less than 88 points on any occasion. We'll only inform you when your group members pass the Final Exam. 

What is the best way to learn your integrated approach to conflict management and change management, so I can improve my skills for organizational development?

First take Expanding Consciousness and Quantum Transformation, which will give you the big-picture understanding of conflict management and change management. Next, if you are still new to the TKI and conflict management, we recommend you next take our eighty-minute course on BASIC Training in Conflict Management. If, however, you are already well versed in the TKI and its uses, you can proceed with our eight-hour ADVANCED Training in Conflict Management. Once you've completed either BASIC and/or ADVANCED Training (so you are skilled at interpreting individual TKI Profiles), take GROUP Training in Conflict Management (when you'll learn how to interpret the more intricate Group TKI Profiles). Then it will be most important for you to study all the lessons learned so you can pass the Final Exam in each course, especially so you will receive the "Certificate for Advanced Training in Conflict Management."

The following step is to take the Culture Management Course, the Critical Thinking Course, the Team Management Course, the Strategy-Structure Course, the Reward Systems Course, and then the Process Management Course, all of which not only make further use of the TKI and conflict management, but will also enhance your growing knowledge of change management and quantum transformation.

If you purchase The Complete Program and then successfully complete the required final exams, you'll then receive the "Certificate in Conflict Management and Change Management," which is our highest level of certification. For more details on this option, see: CERTIFICATION.

When you learn all this material (as demonstrated by your passing the relevant final exams), and combine this knowledge with your skills and experience in working with organizations, you'll be in an excellent position to help your clients go through the same learning process. We recommend you study the guidelines for using our Online Courses for Work Groups, which outline how you can use our approach to conflict management and change management with organizations. Lastly, we suggest you study our Optional Readings, since they reinforce all the principles and practices covered in all our online courses.

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6. EXAMS AND CERTIFICATES FOR OUR ONLINE COURSES

Am I required to take the Final Exam?

If you purchase any of our online courses for yourself, the Final Exam is strictly optional: After you complete any course, it's your choice whether to take the exam so you can test your knowledge of the subject matter. However, if someone else purchased a course for you (your employer, for example), your sponsor might require you to take the Final Exam—just to make sure you completed the course and learned all the material. But keep the following in mind: You have a total of five times to take any exam and receive the necessary 88 out of 100 points to pass it. In case you don't pass an exam on any occasion (if you receive less than a score of 88), you're the only one who receives these results. Kilmann Diagnostics will only inform your sponsor when you pass a Final Exam.

Do you provide sample questions from your final exams?

To give you an idea of the exam questions we ask for each of our online courses, visit: Sample Questions on Our Final Exams.

How can I receive a certificate of achievement (or certification) for an online course?

Although each of our online courses includes a Final Exam, we currently offer four certificates for our most rigorous (intellectually challenging) material: (1) ADVANCED Training in Conflict Management, (2) the Critical Thinking Course, (3) The Complete Program, and (4) The TKI Package. To receive a personalized "certificate of achievement" for (1) ADVANCED Training or (2) Critical Thinking, you must pass the Final Exam after completing the course. To receive our highest level of certification, you must first purchase The Complete Program and then pass those two mentioned exams and five additional exams: EITHER Expanding Consciousness OR Quantum Organizations, GROUP Training, EITHER Culture Management OR Team Management, EITHER Strategy-Structure OR Reward Systems, and Process Management. To receive the Certificate in the Thomas-Kilmann Conflict Mode Instrument, you must take The TKI Package and complete the exams for GROUP Training and ADVANCED Training in Conflict Management. You have as many as five times to pass any exam (receiving at least 88 out of 100 possible points on twenty-five, multiple-choice questions). For more details, see: CERTIFICATION.

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7. POLICIES FOR COPYRIGHTS, REFUNDS, PRIVACY, AND RENEWALS


What is your Copyright Policy for your online products?

When you create a username account on our website or log in to your account for the very first time, you must accept all the terms and conditions of our Copyright, Use, and Hold-Harmless Agreement. And then, every time you make a purchase on our website, you must also agree to these same terms and conditions. Our intellectual property allows us to offer unique online services to our customers, so we ask you to accept—and honor—our policies.

What is your Refund Policy for the TKI?

As soon as you purchase the TKI for yourself, you have 90 days to complete this online assessment and download your TKI Report. Within 30 days from the purchase date, if you happen to change your mind for any reason, just contact us and you’ll receive a full refund so long as you have not yet completed the TKI. But we do not offer any refund, in whole or in part, once this initial 30-day period has elapsed or if you have already taken the TKI. NOTE: If you have access to the TKI as part of The Complete Program, we don't offer any refund if you choose not to take the "free" TKI that is bundled with this package of all our online courses.

If you purchase the TKI for someone else (for one client) or for several other persons (for a training program), the TKI’s 90-day expiration period begins as soon as we import your KD_Spreadsheet (which includes the required account information for one or more persons). Within 30 days from the purchase date, if you change your mind for any reason (if, for example, your training program gets cancelled), just contact us and you’ll receive a full refund for any unused TKIs. But we do not offer any refund, in whole or in part, once this initial 30-day period has elapsed or for any group members who've already taken the TKI. NOTE: If you purchased The Complete Program or The TKI Package for one or more persons, we don't offer any refund if they choose not to take the "free" TKI that is bundled with a program or package of several online courses.

Because making a group purchase allows you to submit fewer names on your KD_Spreadsheet than the number of TKIs that you purchase, there might be a number of open, unassigned TKIs in your account. At a later date, these open TKI slots can be assigned to additional group members through a new KD_Spreadsheet. But if one year has elapsed since the date of purchase and your account still has unassigned TKIs, those open slots officially expire and can no longer be assigned to any persons.

Some of your assigned members might drop out of a training program before their TKI expires. For this case, you have the option of asking us to reassign those unused (but still active) TKIs to your next group purchase—if that purchase is made within that same 90-day period. An initially assigned TKI, however, can be reassigned to another person only once.

What is your Refund Policy for your online courses, assessments, and downloadable products?

As soon as you purchase any of our courses, assessments, or downloads for yourself or for others, you or your clients will have instant access to these online services. Since it isn’t possible to return any of these intangibles to us, we don't offer any refunds in whole or in part—nor do we allow any product transfers or participant substitutions—for any of our courses or downloads.

If you purchase any of our online courses, assessments, or downloadable files for someone else (or for several participants), the expiration period begins as soon as we import your KD Spreadsheet. If you have purchased an online course for more people than are listed on your initial spreadsheet, those unassigned courses are valid for one year from the date of purchase. Those open slots can subsequently be assigned to additional members with a new KD Spreadsheet. But if one year has elapsed since the date of purchase and your account still has unassigned online courses or assessments, those open slots officially expire and can no longer be assigned to any persons.

What is your Privacy Policy for creating a username account and making purchases?

Your privacy is important to us. To better protect your privacy, the following notice explains the information we collect, how it is used, and how it is safeguarded:

As part of the purchasing process and keeping your purchases secure in your username account, we require your first name, last name, e-mail address, company (optional), home or business address, phone number, and charge card or PayPal information.

We use this information for establishing your username account, processing your payments, making refunds (if necessary), handling your billing questions, informing you of discounts and price changes, and asking for your feedback about our online products and services.

We will not supply any of the information we collect from you to any other persons or source whatsoever. We only use this information to process your orders and better serve your needs.

I just purchased the TKI (or an online course). When will it expire?

You have access to the TKI for a period of 90 days, starting from the date of purchase (or when your group account was established). The expiration period for any of our separate online courses is also 90 days. The expiration period for The TKI Package of our three courses on conflict management is six months (except for a 90-day expiration period for two TKI assessments). The expiration period for The Complete Program of all our online courses is one full year (except for a 90-day expiration period for two TKI assessments). The same expiration periods apply whether you purchased the item for yourself, made a group purchase, or if someone else purchased it for you.

What if I purchased one of your online products in the past, but it expired before I had a chance to complete it?

If you would like to extend the expiration period for our online courses or course collections, or extend the expiration period for group accounts of two or more TKI assessments (or other assessment tools), for 50% of the current price of these online products, you can renew your private access (or your clients' private access) for our website's stipulated expiration period. However, single TKI purchases (or single purchases of our other assessment tools) are strictly excluded from renewal. 

As indicated on our website, online courses and assessment tools (including the TKI) expire in 90 days—once they've been activated in a private account. Regarding our two course collections, the TKI Package of three online courses in conflict management expires in 6 months, while The Complete Program of all our online courses expires in 1 year—both from the date of activation. Regarding group purchases of our online products, all unassigned slots in a group account (not yet activated in any private account) expire in 1 year from the date of purchase.

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If your question is not answered here, please Contact Us.

 

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