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Recent Blogs
- Bullying Behavior and Conflict Management
- Corporate Transformation Requires Personal Transformations
- Bringing Greater Consciousness into Organizations
- The Most Complex and Least Understood Mode: Collaborating
- Good and Bad Avoiding
- How to Use a Conflict-Handling Mode
- The Avoiding Culture in Many Organizations
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 Issues While Using an Online Product
4. Receiving TKI Results and More About the TKI
5. When to Take Our Online Courses
6. Exams, Certificates, and CEUs for Our Online Courses
7. Policies for Copyrights, Refunds, Privacy, and Expirations
1. PURCHASING AN ONLINE PRODUCT
Can I purchase the PAPER version of the TKI on your website?
We only provide the ONLINE version of the TKI, which automatically scores, graphs, and interprets your results. Moreover, there is no "shipping time" involved with taking the ONLINE TKI after you purchase it. And immediately after you complete your responses to the TKI assessment, you can download your personalized TKI Report.
To purchase the PAPER version of the TKI, which requires you to score, graph, and interpret your own results, you must go directly to the publisher's website: CPP, Inc.
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 use your existing (or create a new) PayPal account. You can also use your charge card (Visa, MasterCard, Discover Card, or Amex) as a “guest of PayPal” so long as you haven’t exceeded PayPal’s lifetime limit of $2,000, which PayPal imposes on every charge card that uses its “free” service. Since it can be a bit confusing to use a charge card on the PayPal system, we suggest you follow our SPECIAL PAYPAL INSTRUCTIONS.
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 (714) 271-6212. You can use Visa, MasterCard, or Discover Card (but not Amex) to make your payment, so long as the total amount of your order does not exceed $5,000 (or your credit card limit, if it's less than $5,000). We rely on PayPal's very secure "Virtual Terminal" to handle your transaction.
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. 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 one to ten participants are made right on our website, using a PayPal account or a charge card. Most purchases for larger groups (of more than ten members) are wired directly to our bank account or are completed on the phone with PayPal's "Virtual Terminal." For very large purchases, we sometimes 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 or online courses (or The Complete Program). 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 two discounted rates for the TKI, depending on whether you purchase 50–99 or 100 or more TKIs. These group rates are indicated on this webpage: TKI Assessment.
If you purchase an online course for 10 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, click on "Update cart" and the total charge will be based on the group discount for the TKI (or an online course).
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).
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 (OR FOR THE COMPLETE PROGRAM). 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 forty-eight 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.
3. TECHNICAL ISSUES WHILE USING AN ONLINE PRODUCT
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 browers (especially with PC-based computers), 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 Matters. For example, if you have (1) a very old computer with insufficient RAM memory, (2) an outdated version of an Internet browser, and (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 RAM memory can become increasingly fragmented over time; (3) close—or do not open—other software applications, so your available RAM 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 brower, your laptop computer, and/or your physical location (from home to 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 Internet Explorer, Firefox, or Google Chrome work the best 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.
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.
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.
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 (1) BASIC Training in Conflict Management, (2) ADVANCED Training in Conflict Management, (3) Culture Management, (4) Critical Thinking, and (5) Team 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 are already experienced with the TKI and conflict management, you can skip BASIC Training and begin with ADVANCED 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 are sure you want to take all our online courses, we offer a special price for 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?
If you are still new to the TKI and conflict management, we recommend you begin by taking 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 begin by taking our eight-hour ADVANCED Training in Conflict Management. It will be most important for you to then study all the lessons learned so you can pass the Final Exam in both courses, especially so you will receive the "Certificate for Advanced Training in Conflict Management."
The next step is to take the Culture Management Course, the Critical Thinking Course, and then the Team Management Course, all of which not only make further use of the TKI and conflict management, but will also enhance your knowledge of organizational change and improvement. We suggest you review all the lessons learned and then take the Final Exam in all three courses, especially so you will receive the "Certificate for the Critical Thinking Course."
If you purchase The Complete Program and then successfully complete the three required final exams, you'll then receive the "Certificate in Conflict Management and Change Management," which is our highest level of certification.
When you learn all this material (as demonstrated by your two or three certificates), 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 our online courses.
6. EXAMS, CERTIFICATES, AND CEUs 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 three certificates for our most rigourous (intellectually challening) material: (1) ADVANCED Training in Conflict Management, (2) the Critical Thinking Course, and (3) The Complete Program. 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 plus a third Final Exam for EITHER Culture Management OR Team 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).
Do you offer CEUs for your online courses?
Dr. Ralph Kilmann is certified by the State of California's Board of Behavioral Sciences to award CEUs for all our online courses. As summarized on our home page (just click on the KD logo on the top left of this page), you can receive 1 CEU for every hour of coursework (e.g., our eighty-minute BASIC Training offers 1 CEU, while the combined twenty-five hours of coursework for The Complete Program offers a total of 25 CEUs) After you complete an online course, take the Final Exam. You have five times to achieve a passing grade (at least 88%) on any exam. At that time, you can Contact Us to receive the stipulated CEUs for that online course.
7. POLICIES FOR COPYRIGHTS, REFUNDS, PRIVACY, AND EXPIRATIONS
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 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 for one or more persons, we don't offer any refund if they choose not to take the "free" TKI that is bundled with this package of all our 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 and downloadable products?
As soon as you purchase any of our online courses, Course Manuals, or other downloadable files, you’ll have instant access to these online services for a period of 90 days (except for The Complete Program, which has an expiration period of one year). Since it isn’t possible to return any of these intangible services to us (as would be the case for tangible products), we don't offer any refund "for returns" in whole or in part for any of our courses or downloads.
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 unsername 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 Complete Program of all our online courses is one full year (except for a 90-day expiration period for the TKI assessment that's bundled with The Complete Program). 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 an online course in the past, but it expired before I had a chance to complete it?
Even though most people have no trouble completing any of our individual courses in 90 days (especially since our longest course is eight hours), we will invoice you for 50% of the current fee of the course in order to extend its expiration date for another 90 days. Except for The Complete Program (which has an expiration period of one year), we don't invoice for less than or more than a period of 90 days.
If your question is not answered here, please Contact Us. You can also use the Search Engine at the top-right corner of our website in order to find additional information.