Manage conflict

Enablers

• Interpret the source and stage of the conflict. (ECO 1.1.1)
• Analyze the context for the conflict. (ECO 1.1.2)
• Evaluate/recommend/reconcile and track effectiveness. (ECO 1.1.3)
• Identify the root cause of the misunderstanding. (ECO 1.10.1)
• Investigate potential misunderstandings. (ECO 1.10.4)

Deliverables, and Tools

The Project Manager's Role

• Managing conflict is a responsibility of all stakeholders.
• The PM heavily influences the direction and handling of conflict.
• Interpersonal and team skills help to ensure positive results when handling conflict.
• In agile projects, the project manager may assist in conflict resolution while the team is empowered to resolve conflicts.
• As a servant leader, a project manager can assist in the removal of impediments or sources of conflict to support the team’s performance.

Causes of Conflict

• Competition.
• Differences in objectives, values, and perceptions.
• Disagreements about role requirements, work activities, and individual approaches.
• Communication breakdowns.

Conflict Management

• Application of one or more strategies for dealing with disagreements.
• Effective conflict management can lead to improved understanding, performance, and productivity.
• Ineffective or nonexistent conflict management can lead to:
• Destructive behavior
• Animosity
• Poor performance
• Reduced productivity
• Use various conflict resolution methods

Change Management Theory

Refer to useful organizational change management models:

• McKinsey 7-S Model
• Kotter’s Theory

Managing changes in project and organizations requires different strategies depending on circumstances, people involved, and timing.

Important to have a robust theory and approach to change management to support the business goals and needs.

Embracing change as a strategy helps organizations balance investment and risk, be more flexible, and ensure maximum ROI.

Change management is an essential capability and a significant professional practice it its own right.

Conflict Management Approaches

Team Charter

A team charter is defined as a document that records the team values, agreements, and operating guidelines as well as establishing clear expectations regarding acceptable behavior by project team members.