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How can you effectively resolve conflicts with a stakeholder?

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Conflicts with stakeholders are inevitable in any IT project, whether they are internal or external, technical or non-technical, formal or informal. However, not all conflicts are bad. Some can lead to constructive feedback, improved communication, and better solutions. The key is to know how to effectively resolve them without damaging the relationship or compromising the project goals. In this article, you will learn some tips and strategies to handle conflicts with stakeholders in a professional and respectful way.

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Asha Kanta Sharma

Manager - Finance & Accounts @ Opendoors Fintech | Financial Accounting

1 Identify the source

The first step to resolve a conflict is to identify its source and understand the perspective of the stakeholder. Sometimes, conflicts arise from misunderstandings, miscommunication, or mismatched expectations. Other times, they stem from different interests, values, or goals. By asking open-ended questions, listening actively, and empathizing with the stakeholder, you can clarify the issue and avoid assumptions or judgments. You can also use tools like the RACI matrix (Responsible, Accountable, Consulted, Informed) to define the roles and responsibilities of each stakeholder and avoid confusion or overlap.

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Asha Kanta Sharma

Manager - Finance & Accounts @ Opendoors Fintech | Financial Accounting
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Addressing conflicts with stakeholders is crucial for maintaining positive relationships, ensuring project success, and fostering a collaborative environment. To handle conflicts effectively, maintain calmness, actively listen, seek understanding, express empathy, define the problem, identify common ground, engage in collaborative problem-solving, propose solutions, establish clear communication, set realistic expectations, involve neutral third parties, document agreements, follow up, learn and improve, and focus on building long-term relationships. Addressing conflicts proactively can lead to stronger partnerships and improved relationships.

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2 Focus on the problem

The second step is to focus on the problem, not the person. Conflicts can trigger emotional reactions, such as anger, frustration, or defensiveness. However, these emotions can cloud your judgment and escalate the situation. Instead of blaming, criticizing, or attacking the stakeholder, try to address the problem objectively and constructively. Use facts, data, and evidence to support your point of view and explain the impact of the problem on the project. You can also use techniques like the 5 Whys or the Fishbone Diagram to analyze the root cause of the problem and find solutions.

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Makis Marmaridis

Founder & CEO @Thanexa | Managing Director @IMTG | Work Management & Collaboration Expert
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Good suggestions for sure to use the 5 Whys and the Fishbone diagram. But do that stuff in your office / at your desk. Not in front of the stakeholder you're meeting. What you want to do when you are talking to this person (and notice I said _talking_ and _person_ not emailing a group, or texting 2 people at the same time); is to find out what is the problem _to them_. In other words, have them define the reason that the situation is problematic. Many times you'll be amazed at how far off you were to what they see as the actual problem. Also you'll be amazed at how fast you can regain consensus when you give them a simple solution to their problem. Listen and listen well - and always, always assume good intent at first.

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3 Seek common ground

The third step is to seek common ground and collaborate with the stakeholder. Conflicts are not always zero-sum games, where one side wins and the other loses. Often, there are areas of agreement, shared interests, or mutual benefits that can be leveraged to find a win-win solution. By acknowledging the stakeholder's needs, interests, and concerns, you can show respect and build trust. You can also use techniques like brainstorming, prioritizing, or negotiating to generate and evaluate options and reach a consensus.

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4 Communicate effectively

The fourth step is to communicate effectively and transparently with the stakeholder. Communication is essential to prevent, manage, and resolve conflicts. By communicating clearly, timely, and respectfully, you can avoid misunderstandings, clarify expectations, and provide feedback. You can also use different channels and formats, such as emails, calls, meetings, or reports, to suit the stakeholder's preferences and needs. You can also use tools like the Stakeholder Communication Plan to document and track your communication activities and outcomes.

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5 Follow up and monitor

The fifth step is to follow up and monitor the resolution of the conflict. Resolving a conflict does not mean that it is over. Sometimes, conflicts can resurface or escalate if they are not properly addressed or implemented. By following up and monitoring the progress and results of the resolution, you can ensure that the stakeholder is satisfied and the problem is solved. You can also use tools like the Issue Log or the Change Request to document and manage any changes or issues that arise from the resolution.

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6 Learn and improve

The sixth step is to learn and improve from the conflict. Conflicts are not only challenges, but also opportunities to learn and improve. By reflecting on the causes, processes, and outcomes of the conflict, you can identify what worked well and what did not, and how to prevent or handle similar conflicts in the future. You can also use tools like the Lessons Learned or the Feedback Survey to capture and share your learnings and feedback with the stakeholder and the project team.

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Natalia Rayner
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Fear of conflicts hinders the development of partnerships. Fearing conflict situations, steakholders do not express their point of view, and this, on the contrary, increases the risk of conflict situations, although it seems to them that they are successfully avoiding them. It is understatement/anything left unsaid that is the main cause of corporate conflicts. Therefore, removing the fear of voicing an opposing a point of view or disagreement helps prevent acute situations. Be emotionally brave, show emotional intelligence. Conflict is one of the elements of the system that simply helps to develop and is an integral part of any cooperation

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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?

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How can you effectively resolve conflicts with a stakeholder?

1

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3

4

5

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1 Identify the source

2 Focus on the problem

3 Seek common ground

4 Communicate effectively

5 Follow up and monitor

6 Learn and improve

7 Here’s what else to consider

Information Technology

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How can you effectively resolve conflicts with a stakeholder?

1

2

3

4

5

6

7

1 Identify the source

2 Focus on the problem

3 Seek common ground

4 Communicate effectively

5 Follow up and monitor

6 Learn and improve

7 Here’s what else to consider

Information Technology

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