“I have been using the Thomas-Kilmann Instrument (TKI) with my students and corporate clients for many years…coaching/teaching them on how to approach conflict in a much more effective and satisfying manner. Reading Kilmann’s TKI book showed me the many ways in which conflict is not just between two people (as in interpersonal conflict), but all kinds of conflicts also occur between people and their organizations, what Kilmann refers to as systems and processes. These surrounding systems include the culture of the work units, the strategy and structure of the organization, the reward system, and the processes and procedures that flow within and across work units.

“But most inspiring in this new book was Kilmann’s discussion of the four foundational INNER conflicts that significantly affect how a person then approaches all their other, OUTER conflicts at home and at work. It was refreshing to see how the TKI Conflict Model can be used to resolve such INNER conflicts as: (1) Am I a physical body OR an energy body? (2) Is my behavior governed by my ego OR my soul? (3) Are my surrounding systems completely outside of me, OR are such systems an integral aspect of who I am? (4) Have I resolved my primal, past relationships (with parents, guardians, and any perpetrators) OR am I still living with unresolved wounds from those earlier traumas that interfere with my relationships in the present?

“I highly recommend this book for everyone who has ever used the TKI assessment tool and thus appreciates how we have to understand and manage conflict much better in today’s highly diverse, fast-paced, interconnected, chaotic, and increasingly conflicted world.” — Judy P. Strauss, Ph.D., former Professor of Business Administration, California State University, Long Beach

“I would like to begin by expressing my heartfelt gratitude towards Dr. Kenneth W. Thomas and Dr. Ralph H. Kilmann, who originally designed the Thomas-Kilmann Conflict Mode Instrument (TKI). Their work has revolutionized the field of conflict resolution, and this book is but a modest attempt to shed further light on their outstanding model.”‘Mastering the Thomas-Kilmann Instrument’ stands as a towering achievement in the study and practical application of conflict resolution. The author has breathed fresh life into the TKI model with insightful interpretations and usable strategies. It’s rare to find a guide so thorough and yet so accessible.

“This book is a testament to the enduring relevance of the Thomas-Kilmann Instrument. It’s gratifying to see our work so thoughtfully expanded upon. The author has delved deep into the complexities of conflict management and emerged with a book that is both practical and enlightening.” — Adriana Fellipelli, Owner and CEO, Fellipelli Instrumentos de Diagnóstico e Desenvolvimento Organizacional, Sao Paulo, Brazil

“I was introduced to Kilmann’s Thomas-Kilmann Instrument when studying for my Ph.D. at New York University. His conflict model is used internationally to demonstrate conflict resolutions. I found the model to be extremely useful to my career but also in my personal life. I have followed Kilmann’s writing ever since. This book is the culmination of all his research and consulting practice with the TKI tool. This book synthesizes all of his important and relevant TKI work and shows us how to approach conflict in all kinds of situations. This book introduces the reader to all of Kilmann’s techniques for negotiating conflict in all aspects of our lives. It also shows us how to improve our well-being.

“Dr. Kilmann gives the reader the tools necessary to improve how they manage conflict in their personal lives and at work in some organization. It also may be a model for creating change at a societal level, including how to reduce the conflicts that lead to civil wars and international wars.

“I highly recommend this book for everyone interested in handling conflict in a positive manner.” — Amy Hurley-Hanson, Ph.D. Professor of Management, Argyros School of Business & Economics, Chapman University, Orange, California.

“When I saw that Dr. Kilmann had just published his first book that focused entirely on the Thomas-Kilmann Instrument (TKI), it was important for me to see his new book on conflict management. I was delighted and thrilled to learn many additional applications of the TKI Conflict Model to organizations… now fully realizing that conflict management is not just about resolving interpersonal differences among people, but that our organizations as a whole regularly push employees into severe conflict with their surrounding systems and procedures. It was fascinating to see how Kilmann’s eight tracks to long-term success (culture, skills, teams, strategy-structure, reward systems, and the three process tracks) can adapt those organizational systems to purposely support effective conflict management in the workplace, which then can produce high performance and satisfaction for all key stakeholders. It’s one thing to focus my attention on marketing the sculptures and paintings in my art business. But, most important, I must also make sure that my organization’s systems and processes provide the kind of healthy environment that truly empowers employees to resolve their most important conflicts and problems, day in and day out.

“I highly recommend this book for all business owners and senior managers, since it will open your eyes to the systems that, in the end, produce the desired results, based on how well conflict is being managed, no matter what products or services your business provides to its customers and clients.” — Rich MacDonald, President, Dawson Cole Fine Art, Laguna Beach, California

“I was one of Ralph Kilmann’s doctoral students at the University of Pittsburgh, so I know him personally and have been following/utilizing his research for many years. As a university administrator and a consultant to organizations across many sectors, I have relied on Dr. Kilmann’s conflict instrument along with the TKI Conflict Model throughout my professional career. In his new book, Mastering the TKI, Dr. Kilmann continues to both refine and expand theory and practice for those of us seeking to better understand how to help people and organizations improve their conflict-handling behavior.

“In his most recent book, he has created a comprehensive blueprint that will help companies and people work through conflicts interfering with organizational effectiveness. Facing conflict and managing it well for all concerned has always been a challenge for both individuals and organizations, and never more so than at a time of unprecedented disruption of commonly accepted business practice and tradition.

“This book will be an important resource for individuals and organizations choosing to manage all kinds of conflicts in more effective ways.” — Teresa Joyce, Ph.D., former Professor of Management and Associate Vice Chancellor, Academic Affairs, Kennesaw State University, Georgia

“As the CEO of a $100 million wholesale company in Southern California I have found that creating a healthy culture and work environment is crucial to our success. One of the key factors of creating this healthy culture is recognizing and having the tools to deal with the conflict that is present every day in business.

“I find that this book gives a deeper understanding of the TKI instrument and will give you a practical and condensed working tool for not only your business, but also your personal relationships.” —  Paul A. Villa, CEO, Great West Produce