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ACCA Applied Knowledge · Business and Technology · Sources of conflict and techniques for conflict resolution

A company must urgently recall a faulty product. A senior manager overrides objections from several departments and gives firm instructions without discussion. Which statement best assesses this use of the Thomas-Kilmann competing style?

Competing is appropriate in this case because emergencies and vital issues need quick, decisive action. It is high in assertiveness and low in cooperativeness, so it is win-lose, but each style has situations where it fits, and an urgent recall is one of them.

  1. AIt is inappropriate, because competing is always damaging to relationships and should never be used
  2. BIt is appropriate, because competing suits emergencies needing quick, decisive action on vital issuesCorrect
  3. CIt is appropriate, because competing is the only style that produces a win-win outcome

Explanation

Competing is high on assertiveness and low on cooperativeness, and it is justified when speed and decisiveness matter, such as in emergencies or on vital issues. The claim that it should never be used is wrong, as each style has suitable situations. Competing is win-lose, not win-win.

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