How can you use conflict resolution to build stronger relationships with clients in construction management?

1 Identify the source of conflict

The first step in resolving any conflict is to identify the source and the nature of the problem. Is it a misunderstanding, a disagreement, a mistake, or a breach of contract? Is it related to the scope, the budget, the schedule, or the quality of the project? Is it between you and the client, or between other parties involved in the project? By clarifying the issue, you can avoid assumptions, emotions, and biases that can escalate the conflict.

2 Communicate effectively

The second step in resolving any conflict is to communicate effectively with your client and other stakeholders. This means listening actively, asking open-ended questions, expressing your concerns and expectations, and seeking feedback. It also means choosing the appropriate channel, tone, and style of communication, depending on the situation and the relationship. For example, you might prefer a face-to-face meeting for a sensitive or complex issue, or a written report for a formal or technical issue.

3 Negotiate a solution

The third step in resolving any conflict is to negotiate a solution that satisfies both parties and preserves the relationship. This means finding common ground, exploring options, and compromising where necessary. It also means being respectful, flexible, and creative, and avoiding ultimatums, threats, or blame. For example, you might offer a discount, a change order, or a revised timeline to accommodate the client's needs, or ask for an extension, a payment, or a testimonial to meet yours.

4 Implement the agreement

The fourth step in resolving any conflict is to implement the agreement that you have reached with your client and other stakeholders. This means documenting the terms and conditions, assigning roles and responsibilities, and monitoring the progress and outcomes. It also means following up, providing updates, and addressing any issues that arise along the way. For example, you might send a confirmation email, a contract amendment, or a progress report to the client, or schedule a meeting, a site visit, or a review session to ensure the quality and satisfaction of the project.

5 Learn from the experience

The fifth step in resolving any conflict is to learn from the experience and improve your skills and processes. This means reflecting on what went well and what went wrong, identifying the lessons learned and the best practices, and applying them to future projects. It also means seeking feedback, acknowledging your mistakes, and celebrating your achievements. For example, you might conduct a post-mortem analysis, a survey, or a debriefing with your client and other stakeholders, or request a referral, a review, or a recommendation to enhance your reputation and credibility.

6 Strengthen the relationship

The sixth and final step in resolving any conflict is to strengthen the relationship with your client and other stakeholders. This means expressing your appreciation, gratitude, and respect, and maintaining regular and positive communication. It also means building trust, rapport, and loyalty, and creating opportunities for collaboration and growth. For example, you might send a thank-you note, a gift, or a newsletter to your client, or invite them to a networking event, a webinar, or a workshop to showcase your expertise and value.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?