Conflict is an unavoidable part of life, especially when working in a group with other people. Whether it be a small group of two or three individuals or an entire department of employees, conflict is bound to arise sooner or later. One of the project manager’s most important responsibilities is to resolve this conflict when it appears. Not only is it important to resolve this conflict, but it is equally important that it is resolved quickly and in a manner that minimizes the damage to the team’s cohesion and morale.
Types of Conflict
Conflict comes in a various number of sizes, shapes, and forms and can arise over practically any topic related to the project. This can include, but are not limited to: Staff resources, equipment, working environment, individual responsibilities, and scheduling. It is worth noting that not all conflict is inherently bad. In fact, conflict can sometimes be extremely beneficial to the team. An example of this is when two members of the team come to a disagreement on the best way to solve a presented problem. In this case, both parties have the best interest of the team at heart and by allowing this conflict to occur and letting both parties state their case, the team will be able to develop a stronger, more flexible solution to the problem. While conflict can be extremely beneficial to the team, it can also be extremely detrimental, especially when the cause of conflict comes to a clash in personalities. In this case, the project manager will most likely have to intervene by mediating and proposing a solution to the conflict.
Resolution Strategies
First, the project manager should gather as much information as possible regarding the topic of conflict. This can possibly include meeting with both parties individually to allow them to present their case. Once the information has been gathered, the project manager must decide upon a strategy for resolving the conflict. Here are some strategies that should be considered when mediating a conflict:
Collaboration: Both parties meet face-to-face and focus on solving the problem as a team. This method is the most effective when the conflict type can be seen as beneficial, as in the example above.
Compromise: Develop a solution that allows both parties to partially receive what they want. This allows both parties to be somewhat satisfied with the outcome, rather than leaving one fully satisified while the other is disgruntled about the outcome. This method is most effective in cases where there is not a great deal of emotional conflict, as both parties will be more likely to agree to the proposed compromise.
Accomodation: Emphasize the areas where both parties agree to make both parties realize they are on the same side. Once this occurs, work towards smoothing out the areas in which both parties disagree. This method is most effective in conflicts where there is a great deal of emotion and some de-escalation is necessary before resolution.
Force: Sometimes, a resolution in which both parties feel satisfied is not possible. In cases like these, the project manager must determine which party proposed a better case and determine a victor. This method should be the project manager’s last resort.
Avoidance: Sometimes conflicts are simply not important enough to be worth the project manager’s time. Other times, the conflict may seem like it will resolve itself on its own. In cases like these, it is best to avoid addressing the conflict altogether, as the project manager has his/her own responsibilities as well and cannot always mediate every small conflict within the team/company.
8 Comments
Brandon Kresge · February 16, 2021 at 12:58 pm
Good post; I really like the layout. I also really like and agree with having to resolve conflicts, but also for them to be taken care of quickly and trying not to hurt feelings. I feel like being a project manager is difficult, since they have to deal with the problems of others, and not just their own. I find it interesting that not every conflict can be worked out. Granted members may not get what they want, but the end product can still turn out well.
Savannah Swartzel · February 16, 2021 at 1:41 pm
This was a really informative post. The types of resolution strategies are really interesting. I never would have thought of avoidance as a strategy but that is one way for the problem to be over. I also agree that force should always be the last resort to solving a problem.
Chris Kelly · February 16, 2021 at 1:41 pm
With all of these different strategies, it seems to me like a project manager needs to take a trial-and-error approach to resolving conflicts. What works with one team might not work with another. The PM should get to know their team’s personalities and work style in order to decide on the best course of action to resolve their conflicts. (It seems very stressful)
Trisha Badlu · February 16, 2021 at 2:17 pm
I like how you mention that conflicts are not always bad. When a conflict occurs, it gives the team a chance to get together and discuss how to resolve the conflict. During these discussions, it allows each team members and the project manager to gain a deeper understanding of how everyone sees the issue. Team members can benefit from this by learning about different ways to approach similar problems, which can hopefully lead to more efficient meetings when they occur.
Manogna Pillutla · February 16, 2021 at 3:07 pm
Very nicely put. I really liked the resolution strategies! It helps to understand the way a conflict, of a particular type, should be resolved. Options like force and avoidance are good to know because, in the practical-professional life, we often tend to forget those options to choose. And sometimes, they can be the best way of resolving the problem. Good one Griffin!
Connor Ellis · February 16, 2021 at 4:23 pm
Clean looking post Griffin. Very easy to read a follow along with. You were thorough with types of conflict. It’s not obvious that there are even different types of conflict in the work place. Thank you for pointing them out to us. Having a clash of personalities is a real problem. I have had this before in my management of esports club. I’ve found that the only way to properly avoid harsh conflict is to stay professional but honest with the person. It’s better if you speak with them privately first and make sure that they understand your position. Nicely laid out resolution strategies. Overall great post. This was very easy on the eyes.
Brandon Sutton · February 16, 2021 at 5:24 pm
Great take on the topic of conflict, Griffin. I agree that it’s important that people are prepared in some degree for the reality of conflicts in workplace situations. For many people it might feel startling or belittling to be involved in some kind of work conflict, but like you said there are healthy conflicts that benefit the overall project and are not meant personally. One mark of a good proj. manager seems to be weeding out the beneficial conflicts from the malevolent ones.
Sean Kinneer · February 22, 2021 at 7:44 pm
I like the organization of your post, Griffin. I liked how you had a section for different types of conflicts and gave an example of both positive and negative ways to look at the conflicts arising. A team all has the same end goal. Even though our approaches may be different at times, I think that was a good point to highlight. Not everyone will like each other’s personalities or interact outside of the working hours. This does not mean two or more people cannot work together. I like how you showed different resolution strategies as well. There are different strategies for different situations. Communication is always needed. Project managers may be able to get their teams to compromise on a solution. It is up to the project manager to be the mediator. As you stated, this leaves everyone walking away feeling a little better. Although there are also those times where there is only one way to solve a problem. A project manager will have to decide what is best for the team and explain the reasoning behind it. Not all team members may like the outcome, but they will at least have a direction to follow. The team will also be able to build more respect for their leaders for making the hard decisions. I like that you pointed out that there are times where some conflicts need to just be avoided due to being a trivial issue or waste of time. With that said, I do believe if some small issue persists, project managers should address how unimportant the issue may be and shut it down before more problems arise from it.