effective conflict management techniques for the...

“ If you can’t stand the heat, get out of the kitchen! ”

Effective Conflict Management Techniques for the Project Manager

Doc. ID: S4BSCC_PULSAW2072914v4

MARK HEHL SENIOR CONSULTANT, SOLUTIONS4BUSINESS, INC.

Your conflict challenge

Write down your biggest challenge relative to conflict

You should have a countermeasure strategy developed by the end of this program

www.solutions4business.consulting 2015. ALL RIGHTS RESERVED. SOLUTIONS4BUSINESS, INC. 2

Agenda • Why conflict exists during project execution

• Conflict is not always bad, a look at the beneficial aspects

• Negative aspects of conflict

• Project vs. line conflict

• Methods of resolving conflict with individuals

• Resolving conflict with groups on the project level

• Enhancing project team performance


The biggest challenge to Project Managers is:

The mastering and use of the various PM tools

or

Dealing with / managing people


Successful Project Managers

Possess and apply exceptional people (soft) skills


What are some of the underlying causes of conflict?

List some!

Answer the question: Why is there conflict within your project/s?


Incompatible Goals = Conflict • Interdependence • People • Departments

• Differences in Objectives

• Resource Competition

• Roles within Organizations

• Game Playing (Concealed Motivation)

• Differences • Personal / Personality • Cultural


Ponder This

“Conflict is inevitable, but combat is optional.”

- Max Lucade


How conflict ridden is your organization?

Kindly complete the questionnaire


Questionnaire Results

- 15 or more mostly agree = Conflict ridden environment

- 3 or fewer mostly agree = May be too complacent

- 4-14 mostly agree = blend of conflict and cooperation


Are there any benefits to conflict in organizations?

If so, name some:


There are some benefits to conflict • Innovation can be stimulated

• Psychological needs are satisfied

• Unity may be established in the aftermath

• Positive change may occur subsequent to a battle

• Exposes areas within the organization that need management attention


Conflict is detrimental to projects

List some harmful consequences


Conflict can be harmful to project success! • Demonstration of self interest at the expense of the project

• Negative effect on emotional and physical well being

• Energy and time diverted away from reaching project goals

• Financial and emotional costs in the aftermath

• Distortion of reality

• Falsification of data


Projects Involve Intergroup Conflict Project vs. Line Conflict

o Territorial Encroachment

o Conflicting Loyalties

o Authority vs. Knowledge

o Formal vs. Informal authority

o Personal Differences


What is your conflict resolution style?

o The tough battler

o The friendly helper

o The problem solver


The Tough Battler

Must win at all costs

Will be deadlocked when in a conflict situation with another tough battler

Relationships tend to suffer

Are you one?


The Friendly Helper

Overly concerned about how others feel about him/her

Motivation is to be accepted by others

Apt to give in and let others win

Gives in to the tough battler


The Problem Solver is Most Effective Profile of a problem solver:

◦ Sees conflict as natural / beneficial to the project, copes with and manages it maturely

◦ Demonstrates trust in team members

◦ Feels that everyone’s attitudes and positions need to be aired

◦ Sees everyone as having an equal role in resolving the conflict

Actively attempts to satisfy personal goals and the goals of others in a conflict situation


You cannot lose a battle that you do not fight!

Tips for avoiding conflict

•Avoid out and out fighting

• Control your temper oWait until you calm down

• Do not ignore emotions

•Work to preserve a positive relationship


You cannot lose a battle that you do not fight! • Avoid minimizing issues important to others

• Focus on workable items

• Depersonalize the issue

• Manage the perils of email o Avoid this as a conflict resolution method

o Use an oral method of communication


There are effective methods that a Project Manager can employ to resolve conflict

• Compromise

• Mild Confrontation

• Disarm your opponent

• Seek out an influential third party

• Role exchange

• Interpretation


A common form of conflict resolution

• Compromise o Each party agrees to do something

o Know what is important to the other side

oConsider leading with a concession


Mild Confrontation •Open discussion

•Non threatening

•Focus on the issue not the individual


Disarming the other side • Legitimate issue

o Fighting back will make it worse

o Non defensive response

• Agree with and take blame

• Possible responses o You might be right, tell me more

o Some people would agree with you

o What do you think should be done about this?


Avoiding a physical confrontation

A road rage story

Avoided the need to beat someone’s fist up with my face


This power tactic may be in order? • Bring in a powerful third party o Rank/organizational level o Knowledge o Respect

This is a win lose event! Resentment result Long term relationship effect - harmful


Interpret the Game

• “It sounds like ……..”

• “I could be wrong, but others may see this as……………….”

• Caution: There is a risk here if the interpretation is not accurate


Creating a non existent third party? How does one do it?

A powerful strategy!


Role Exchange

Put the opponent in your shoes ◦This is what I believe your situation is………………….. ◦My situation is……………….. What would you do if you were in my position?


The strategy you choose depends upon three variables

You The other/s involved The situation Plan your strategy Failing to plan is planning to fail!


Organizational Methods • Confrontation Meeting

• Exchange of Members

• Various Mediation Events

• There are many others

A trained and experienced facilitator is needed here!


Countermeasure Strategy

Develop and document your initial strategy to managing / reducing conflict relative to the biggest challenge that you identified at the beginning of this program.


Know your personality and that of others

Undergo personality testing

Know your Personality ◦ Strong points ◦ Weak points

Learn to recognize the personality of others ◦Strong points ◦Weak areas


Take the next step! • One day in-house training

◦ Conflict

◦ Dealing with difficult people

◦ Group facilitation

• Session mediation- intergroup conflict

• Optimize processes

• Conflict level assessment


Podcast Available

Go to the link below for a podcast on conflict management featuring Mark Hehl of Solutions4Business:

http://hubs.ly/y0H-qb0







Special Promotion for PMI attendees only!


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Instructions: Just log onto: http://hubs.ly/y0JtHP0 or http://knowledgON.solutions4business.consulting/ and use coupon code at checkout for PCM 3-month access. Or leave us your email and we’ll send you the code so you don’t have to write it down!

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Questions

Thank you for allowing me to be of service!

Mark Hehl

Solutions4Business Inc.

250 Pehle Ave Suite #200, Saddle Brook NJ 07663

Work: +1 (203) 263-4746 | Cell: +1 (203) 982-6231 | Fax: +1 (203) 263-4746

E-mail: [email protected] | Skype: markhehl | Web: www.solutions4business.consulting

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Discussion Question #1

Suppose your electric provider accused you of rigging your meter in order to reduce your bill.

Assuming that you are innocent, what technique would you use to resolve this issue?


Discussion Question #2

What is the biggest conflict at your place of work? Can it be resolved?


effective conflict management techniques for the...

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