Stakeholder conflicts are inevitable in any project, especially when there are multiple perspectives, interests, and expectations involved. How you handle them can make a big difference in your project outcomes, your professional reputation, and your relationships with others. In this article, you will learn some tips and strategies to deal with stakeholder conflicts effectively and constructively.
Before you can resolve a conflict, you need to understand what is causing it. Is it a misunderstanding, a disagreement, a competing priority, a personality clash, or something else? Try to gather as much information as possible from all parties involved, and listen to their perspectives without judgment or bias. Use open-ended questions, paraphrasing, and summarizing to clarify the issues and confirm your understanding.
It is important to have open communication between stakeholders. Set up a meeting to discuss the conflicts, and ask them to share specific examples but focus on the main points: what are we looking for, and what will this person do when they join? As long as everyone understands they are working towards the same goal, it is easier to compromise.
To understand the root cause of the problem, the key would be to establish clear communication with the stakeholders based on facts of the incident occurred to better understand the problem for next steps to solve it.
To make this easier, create a consistent scorecard for all interviewers so that the top priorities for the role are clear. This way, you can quickly identify where the disagreement lies and talk it through as a data point and not a general value judgment. For example, it's much easier to come to a consensus on whether a candidate has strong project management experience vs. overall "fit" when fit can mean different things to different stakeholders.
I've found that in a lot of these situations, there is a miscommunication or misalignment in skills needed or how a candidate presents themself. The key is defining what's important and what we are trying to achieve in the initial kick-off recruiting strategy meeting. To many people breeze through these and don't spend the needed time in the beginning to define what a successful hiring process should look like.
Identifying the root cause requires very deep analytical thinking and high level of awareness of business context, and carefully crafting corrective and preventive actions.
Communication is key to resolving any conflict, but it has to be done in a respectful and assertive way. Respect means acknowledging the other person's feelings, needs, and opinions, even if you don't agree with them. Assertiveness means expressing your own feelings, needs, and opinions, without being aggressive or passive. Use "I" statements, avoid blaming or accusing, and focus on the facts and the solutions. For example, instead of saying "You always miss the deadlines and ruin the project", say "I feel frustrated when the deadlines are not met, because it affects the quality and the timeline of the project. How can we work together to improve this situation?"
The goal of resolving a conflict is not to win or lose, but to find a mutually acceptable solution that meets the needs and interests of all stakeholders. To do this, you need to seek common ground and compromise. Common ground is the area where you share similar goals, values, or concerns with the other person. For example, you may both want the project to succeed, to maintain a good relationship, or to avoid further escalation. Compromise is the process of giving and taking, where you are willing to make some concessions in exchange for some benefits. For example, you may agree to adjust the scope, budget, or timeline of the project, as long as the quality and the value are not compromised.
Sometimes, despite your best efforts, you may not be able to resolve a conflict on your own. In that case, you may need to involve a third party who can act as a mediator, facilitator, or arbitrator. A third party is someone who is neutral, impartial, and trustworthy, who can help you and the other person communicate better, understand each other's perspectives, and reach a fair and reasonable solution. Depending on the situation, the third party can be someone from within your organization, such as a manager, a colleague, or a human resources representative, or someone from outside your organization, such as a consultant, a coach, or a lawyer.
One of the best ways to handle stakeholder conflicts is to engage professionals, like Topgrading, to facilitate getting to common ground. If stakeholder differences are not addressed in the beginning of a search, for example, the rest of your process will be fruitless, and end up costing you in the long run.
The last step in handling stakeholder conflicts is to follow up and monitor the progress of the resolution. This means checking in with the other person regularly, providing feedback, acknowledging improvements, and addressing any issues that may arise. It also means evaluating the effectiveness of the solution, measuring the results, and making any adjustments if needed. By following up and monitoring the progress, you can ensure that the conflict is truly resolved, and that the relationship is restored and maintained.
Couldn’t agree more, proactive communication, understanding perspectives, and a commitment to collaboration are key in navigating and resolving stakeholder conflicts.