What are the best ways to resolve conflicts in process automation projects?

1 Identify the root cause

The first step to resolving any conflict is to understand its root cause. Is it a communication problem, a requirement mismatch, a scope creep, or a technical glitch? By identifying the root cause, you can avoid blaming or jumping to conclusions, and focus on finding a solution. To identify the root cause, you can use tools such as the 5 Whys, the fishbone diagram, or the Pareto chart. These tools can help you analyze the problem, break it down into smaller parts, and prioritize the most important factors.

2 Involve the right people

The second step to resolving any conflict is to involve the right people. Depending on the nature and severity of the conflict, you may need to consult different stakeholders, such as the project sponsor, the process owner, the end-users, the IT team, or the external vendors. By involving the right people, you can ensure that you have a clear understanding of the expectations, needs, and constraints of each party, and that you have their buy-in and support for the solution. To involve the right people, you can use tools such as the RACI matrix, the stakeholder map, or the communication plan. These tools can help you define the roles and responsibilities, the interests and influences, and the frequency and format of communication for each stakeholder.

3 Explore multiple options

The third step to resolving any conflict is to explore multiple options. Rather than settling for the first or the easiest solution, you should consider different alternatives and evaluate their pros and cons. By exploring multiple options, you can avoid bias or tunnel vision, and find the best fit for your process automation project. To explore multiple options, you can use tools such as the brainstorming, the SWOT analysis, or the decision matrix. These tools can help you generate, assess, and compare different solutions based on criteria such as feasibility, cost, impact, and risk.

4 Negotiate and compromise

The fourth step to resolving any conflict is to negotiate and compromise. Sometimes, you may not be able to find a solution that satisfies everyone, and you may have to make trade-offs or concessions. By negotiating and compromising, you can avoid escalation or deadlock, and reach a mutually acceptable agreement. To negotiate and compromise, you can use tools such as the BATNA, the ZOPA, or the win-win strategy. These tools can help you determine your best alternative to a negotiated agreement, your zone of possible agreement, and your strategy to create value and share benefits for both sides.

5 Implement and monitor

The fifth step to resolving any conflict is to implement and monitor. Once you have agreed on a solution, you should execute it and track its results. By implementing and monitoring, you can ensure that the solution works as intended, that the conflict is resolved, and that the process automation project meets its objectives. To implement and monitor, you can use tools such as the project plan, the change management plan, or the KPI dashboard. These tools can help you define the scope, schedule, and budget of the solution, manage the change and the stakeholders, and measure the performance and the outcomes of the solution.

6 Learn and improve

The sixth and final step to resolving any conflict is to learn and improve. After you have implemented and monitored the solution, you should reflect on the lessons learned and the feedback received. By learning and improving, you can avoid repeating the same mistakes, enhance your skills and knowledge, and increase your confidence and credibility for future process automation projects. To learn and improve, you can use tools such as the after-action review, the feedback survey, or the PDCA cycle. These tools can help you identify what went well and what went wrong, collect and analyze the feedback from the stakeholders, and plan, do, check, and act on the improvements.

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?