Conflict Management

Intended Audience: Shared Services Project Management Organization (Internal) 

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Conflict Management

Summary

Conflict management is the practice of being able to identify and handle conflicts sensibly, fairly, and efficiently. It is the process of dealing with (perceived) incompatibilities or disagreements arising from diverging opinions, objectives, and needs. Conflicts can be an opportunity to enhance clarity and alignment.

When

When stakeholders are having a hard time working together and are affecting the project progress

Requirement

Recommended

Procedure

Meet with the conflicting parties separately

  • Define the root cause of the conflict and discover how the issue got to this point
  • Ensure you get both sides of the story and identify if the problem is easy to address or will require a more detailed response
  • These meetings should happen in a private, neutral setting and make sure you are actively listening to obtain as much information as possible to help them come to a reasonable solution

Investigate the conflict following the meeting

  • Investigate the integrity and the validity of each party's explanation of how the conflict started

Investigate the integrity and the validity of each party's explanation of how the conflict started

  • Brainstorm ways to manage, deescalate the situation and come to a conclusion that benefits everyone and ultimately resolves the issue 
  • This may require additional communication (meeting with the stakeholders again, investigation, and planning)

Develop a conclusion

  • Gather all the information you have found out, and make a determination on the extent of the issue
  • Make sure you understand how the conflict began, how it escalated, and what everyone can do to resolve it
  • Develop a clear plan of action to find common ground and focus on the project 
  • Once this plan is in place, communicate it with the individuals and guide them through the process

Decide on preventative strategies for the future

  • Evaluate the situation to see if this conflict has the possibility of occurring again.
  • If so, create an action plan to  avoid this kind of  conflict and measures to quickly address them in the future if they do occur

Escalation

  • Should both parties not come to a resolution the PM/PC should escalate it to their supervisor and involved parties supervisor


Additional Resources 

If you need a neutral part to help with facilitating the meetings you can reach out to the Ombuds office they have a fully trained facilitator to help with this .

PMI does have a Code of Ethics which is in our charter PMI Ethical Standards

The International Ombudsman Association Reporting Categories 
 

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