What do you do if your project team is experiencing conflicts?

1 Identify the sources of conflict

The first step to resolving conflicts is to understand what is causing them. Conflicts can arise from miscommunication or misunderstanding of goals, roles, or responsibilities, differing values, beliefs, or perspectives, clashing interests, preferences, or styles, limited resources, time, or support, and unmet needs, expectations, or emotions. To identify the sources of conflict effectively, you must listen actively and empathetically to each party involved. Ask open-ended questions and clarify any assumptions or gaps in the information presented. Additionally, be mindful of your own biases, emotions, and triggers to avoid jumping to conclusions or blaming others.

2 Choose an appropriate conflict style

When deciding how to approach a conflict, it is important to consider the situation and your goals. There are five common conflict styles, each with its own advantages and disadvantages. Avoiding the conflict may be useful when stakes are low or the timing is not right, but can lead to frustration and resentment. Accommodating the other party's demands may show goodwill, but can also result in loss of respect. Competing for your position or interests can be effective in certain scenarios, but can damage relationships. Compromising can help reach a timely agreement, but can compromise quality. Collaborating to find a solution that satisfies both parties is optimal when wanting to enhance mutual understanding, respect, or innovation; however, it requires more time and effort. The best conflict style should match the importance and urgency of the issue, the relationship and expectations of the parties, and the potential outcomes and consequences of the conflict.

3 Apply effective conflict resolution techniques

The final step is to apply some proven techniques that can help you resolve the conflict in a constructive and respectful way. Framing involves using positive and neutral language to describe the conflict, focusing on the problem rather than the person, and the interests rather than the positions. Reframing restates or rephrases what the other party has said, to show that you have understood their point of view, and to highlight any commonalities or areas of agreement. Brainstorming involves generating and evaluating multiple possible solutions, without judging or criticizing them, and seeking input and feedback from the other party. Negotiating involves exchanging offers and concessions, based on criteria of fairness, feasibility, and acceptability, aiming for a win-win outcome that satisfies both parties. Mediating involves involving a third party who is neutral, impartial, and trusted, to facilitate communication, clarify issues, and suggest possible solutions. Escalating refers the conflict to a higher authority or a formal process when other techniques fail or when the conflict is too complex, serious, or risky to handle by yourself. Applying these techniques increases the chances of resolving the conflict in a way that preserves or enhances the relationship, performance, and morale of the project team.

4 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?