Resolving Conflict

Based on your input during the last poll, Resolving Conflict is the topic I'll address in this update. 

Projects are about creating something new.  That requires creativity and innovation.  Most creativity derives from forcing conflicting or opposing ideas together into a new idea, concept, product or service.  It is key to remember that CONFLICT is NOT your ENEMY; unresolved conflict is.  So let’s consider strategies to resolve / manage conflict, and let's begin by recognizing that RESOLVING conflict does NOT mean that one wins at the expense of another.  Most resolution results from the creation of NEW ideas / methods / strategies with which differing parties can align.
 

The Need for Conflict:  In project work we are responding to change.  Solutions that once worked, no longer satisfy needs, so we must depart from what is known.  Rules that previously predicted no longer apply.  Risk is required.  New ideas / perspectives are necessary.  We enter a phase where everything should be challenged and nothing should be assumed.  Some level of conflict with existing processes, policies, standards, etc. is not only desirable but necessary.  However, most of us have worked in the more predictable hierarchal organization and risk and unpredictability in that environment are undesirable and extremely uncomfortable.  Challenging ideas / assumptions that belong to others or are well established is not acceptable behavior in the ongoing operations portion of any organization.  Thus it is important to recognize that your first challenge is to make conflict acceptable and as risk-free as possible for each of your core team members.

 

Managing Conflict:  Frequently perceived to be the enemy, our first instincts are usually to quell conflict and the associated discomfort.  Core team members and stakeholders alike dislike it.  To manage conflict we recommend the following 8-Step process:

1. Recognize it as necessary – ensure all team members recognize its importance to creativity and innovation
2. Point it out when invisible – many times conflict is allowed to boil under the surface.  When you see it, point it out and make it OK
3. Keep it in the open – conflict likes to go underground.  Don’t allow this.  Make it a healthy part of each core team meeting
4. Generate options / alternatives – brainstorm new options that consolidate opposing views / opinions / ideas
5. Hold critique / analysis until generation is complete – Remember, Prescription before Diagnosis is Malpractice!
6. Identify / List assumptions – challenging assumptions rather than positions allows barriers to stay down and consensus to be achieved / maintained
7. Consider consequences – once option generation is complete, then consider consequences of each option.  Challenge assumptions again!
8. Check for consensus – once viable options have been listed, check for consensus.  Consensus exists when everyone on the team agrees that:
• Their ideas / opinions have been HEARD,
• Their ideas / opinions have been CONSIDERED, and
• Everyone agrees to SUPPORT the selected option. 

Leveraging Conflict:  Encouraging / creating conflict early in the creative phases (Initiation and Planning Phases of the project) will do much to establish a healthy project environment.  Conflict is a necessary element of team formation (Storming Phase) and the absence of it will retard team development.  The project leader can do much to encourage healthy conflict by selecting team members with diverse interpersonal styles and perspectives.