Today we will discuss the five conflict resolution techniques that we use in project management to resolve conflict.
These techniques are universal to any type of workplace.
However, in project management, the work environment is dynamic and stressful, unlike the functional environment. Conflicts are common occurrences. If you are managing项目, you know how important it is to manage conflicts, and that is why you should understand the conflict resolution techniques.
Conflict Resolution Techniques
当两个或两个以上stakeholdershave different opinions or interests, conflict can occur.
Schedule priorities, scarce resources, technical reasons, and personal issues can all cause clashes. According to the American Management Association, managers spend 24% of their time managing conflicts.
Don’t panic; the situation is usually not as bad as you think. Resolving conflicts appropriately can build trust and sometimes bring new ideas and opportunities. This can make the difference between a positive and negative outcome.
If you don’t solve the conflict, your team members will lose trust. It will weaken your position as a project manager and the ability of your team to bond, which may affect your project’s success. You must deal with conflict before it is beyond resolution.
The following are a few consequences of improper conflict management:
- Low team morale
- Negative impact on the project manager’s authority
- 数量的增加个人clashes
- 低生产率和效率
- Low-quality work
If required, project managers must monitor and resolve conflicts as quickly as possible to keep them from becoming bigger issues.
现在,我们将讨论解决冲突的技术。
该博客遵循PMI指南和PMBOK指南。bob手机客户端这是五种技术:
- 提取/避免
- 光滑/容纳
- 妥协/调和
- Force/Direct
- Collaborate/Problem Solve
These conflict management strategies are also known as Thomas-Kilmann’s five approaches to resolving conflict.
让我们详细讨论每种技术。
#1. Withdraw of Avoid
在这种解决冲突的技术中,您避免了冲突或撤退,并允许冲突解决自己。这是因为赌注很低,冲突很可能自行消失。
在以下情况下使用此技术:
- 参与冲突的个人不是影响力相关者。
- The issue does not require a time investment.
- An intense argument has already happened, and the individuals need time to cool off.
- You do not have enough information to pursue other techniques.
优点
This technique saves time that you can invest elsewhere. It is a good conflict management strategy to apply to low-level disagreements and gives you enough time to prepare if the conflict re-emerges.
Disadvantages
撤回或避免并不是真正的解决方案,不能解决冲突,并且可能会削弱您的立场,因为当事方可能会认为您有不公平的偏见。团队成员可能认为您缺乏技能或没有权威。
Many experts don’t consider this technique as a conflict management strategy, that avoiding and escaping is not a solution.
#2. Smooth or Accommodate
In this conflict resolution strategy, you find areas of agreement and try to smooth out the situation and circumvent tough discussions.
The smoothing technique gives more consideration to one party than the other. You downplay the seriousness and behave as the conflict never existed.
This technique is helpful in the following cases:
- 您没有时间处理它。
- 您需要解决问题的临时解决方案。
- The conflict is minor and involves less influential stakeholders.
优点
This conflict resolution strategy does not require much effort. You can focus on essential issues by ignoring unimportant arguments. Situations can be potentially handled simply while bringing harmony, creating goodwill, and providing enough time to find a permanent solution.
Disadvantages
If you fail to bring a balanced approach, one party may take advantage since you are giving them more consideration. Other parties not being accommodated may question your authority or stop reporting conflicts.
This conflict resolution strategy is not recommended as it often weakens the project manager’s authority.
#3. Compromise or Reconcile
在这种冲突管理策略中,您可以从双方提出建议,并部分满足它们。当涉及的利益相关者持有同等权力时,此技术很有用。
您可以在以下情况下使用此技术:
- All parties involved need to win
- When you have an equal relationship with both parties
- Collaborative and forcing techniques have failed
- 当您需要临时解决方案时
优点
这种技术带来了快速的结果,降低了压力,并使所有各方都安抚了,直到您找到永久解决方案为止。您可以稍后冷却并重新审视情况。
Disadvantages
This conflict management technique does not generate trust in the long run; all parties remain unsatisfied, and the conflict could resurface at any time. Morals are not being strengthened. You may have to ensure all parties abide by the agreement.
#4。力或直接
In this conflict management strategy, you agree with one party’s viewpoint and enforce their wishes. This is a win-lose situation and risks demoralizing the team.
您可以在以下情况下使用这种冲突解决技术:
- When you need a quick solution
- When you know that one party is right
- You do not have time to investigate
- When the conflict is not very important
- When the relationship with stakeholders is not essential
优点
This technique provides a quick solution. It requires almost no effort from the project manager and it may help establish their authority.
Disadvantages
使用此技术可能会给您带来负面印象。您可能会从反对党的观点中失去机会。您不能与强大的利益相关者一起应用这项技术。它可能适得其反,并使冲突恶化。
#5. Collaborate or Problem Solve
In a collaborative conflict resolution strategy, you discuss the issue with all parties and agree on a solution while considering multiple viewpoints.
您可以在以下情况下使用此技术:
- When incorporating multiple views
- If influential stakeholders are involved
- When a consensus is required
- 如果您想分配责任
优点
This is a real problem-solving technique that provides a solution to the conflict. It brings consensus, commitment, and shared responsibility for the outcome. This technique creates a win-win situation, builds your team’s confidence, earns respect, and establishes your authority.
Disadvantages
当您需要快速解决方案时,您不能使用此技术,因为这需要时间和精力。它通常用于可能影响您项目的冲突,而不是所有问题
Which Conflict Resolution Technique Should I Use?
The PMI does not recommend using any specific technique for all conflicts; it all depends on the situation and the stakeholders involved.
例如,如果两个地面工人有冲突,您该怎么办?
You may ignore it.
但是,如果您看到一些重要的利益相关者有冲突,您将干预,解决冲突并免除项目的伤害。
尽管没有任何一种技术可以用于所有冲突,但通常认为“协作或问题解决”方法带来了最多的共识和承诺。
How to Prevent Conflict
You cannot keep all conflict from happening, but following a few rules can minimize it. These guidelines are:
- Establish Strict Ground Rules:These help discipline team members which result in less conflict.
- Have an Effective Communication Plan:这可以帮助您避免许多冲突。定义您将与利益相关者沟通的多少和频率。
- 有更好的利益相关者管理计划:Your project is successful if your stakeholders are happy. Project management is all about managing stakeholders’ requirements.
- Solve Conflict Early:这需要更少的时间和精力。确保以后未解决的冲突不会再次浮出水面。
The Role of the Project Manager in Conflict Resolution
I have explained all strategies to resolve conflicts and how you can use them. As a project manager, you have to respond rationally and reach a solution that best serves your objective.
While resolving a conflict, keep the following points in mind:
- Each participant deserves respect
- 保持冷静,理性。
- 人们与问题分开
- Each participant should be listened to patiently
- 总是有共识和分歧的领域
- You should explore all possible solutions.
- Mind your biases and don’t pick sides
- Don’t force or pressure participants
- 推迟冲突可能会恶化。
- Focus on the conflict, don’t let escalate the issue or generalize it.
Summary
As a project manager, you are responsible for keeping conflicts under control. You cannot use any single technique for all types of conflict. However, you should use a conflict resolution strategy that inspires consensus and commitment from team members.
This is where this blog post on conflict resolution techniques ends.
Below is my old blog post on conflict resolution strategies based on the fourth edition of the PMBOK Guide. Since I have re-written it based on the sixth edition of thebob手机客户端, the old blog post is no longer relevant but I am keeping it archived.
“解决冲突技术”是我在我的最喜欢的话题之一PMP certification exam preparation. Although, I observed a discrepancy between the PMP exam reference books and the PMBOK guide.
All the reference books suggested that confronting is the best conflict resolution technique and that a project manager should use this technique to resolve conflicts in all cases. However, the PMBOK Guide (fourth edition) favors the collaborative technique.
I have reviewed this edition of the PMBOK Guide repeatedly but I could not find any support for this.. To my surprise, nobody is discussing this discrepancy.
Therefore, I am launching my blog to address this issue, which is my first blog post.
Let’s get started.
Conflict happens while managing projects. The PMI recognizes this fact and they have incorporated conflict resolution techniques into the PMBOK Guide.
Sources of conflict include scheduling priorities, technical problems, personal issues, scarcity of resources, etc.
According to the PMBOK Guide (fourth edition), you can use six conflict resolution techniques to resolve conflicts:
- 提取或避免
- Smoothing or Accommodating
- Compromising
- Forcing
- Collaborating
- Problem Solving or Confronting
Now I will discuss each technique and the best conflict resolution, as per the PMBOK Guide.
- 撤回或避免:项目经理选择避免冲突,而参与人员找到解决方案。
- Smoothing or Accommodating: The project manager is involved in the conflict, tries to avoid areas of disagreement and tough discussions, and focuses on commonalities. Smoothing is a way to avoid tough discussions.
- Compromising: This is a mid-way approach. Here, everybody gains some but no one gets exactly what they want. This is a lose-lose approach.
- Forcing: The project manager makes a decision in favor of one party at the expense of the others. This technique risks demoralizing team members and may cause serious conflict in the future. This is a win-lose approach.
- 协作:项目经理与各方合作,找到涉及多个观点以创建最佳解决方案的决议。这种技术加强了相互信任和承诺。这是双赢方法的一个例子。
In the fourth edition of the PMBOK Guide, Collaborating and Problem Solving were different techniques. However, the fifth and sixth editions, they are the same technique. Also, problem-solving was known as confronting in the fourth edition, but it no longer appears in current PMBOK Guides.
有关解决问题或面对技术的注释
In confronting technique, the project manager must find a solution for a conflict. He will conduct a root cause analysis, provide a platform for all parties to express their disagreements and arrive at a solution.
So, Which is the Best Technique to Resolve a Conflict?
我已经回顾了许多书籍和互联网资源,以发现最佳的冲突解决技术。b0b体育app令人惊讶的是,我得到了相同的答案:面对或解决问题是解决冲突的最佳技术。
但是,我不同意这一点。
The job of a project manager is not an easy one; they must constantly deal with multiple conflicts. No two conflicts are the same, so why would you always use one technique?
项目经理必须使用他们的判断和擅长ience to decide which conflict resolution technique is most suitable for each situation. The technique selected depends on the situation, timing, and the individuals involved.
The primary objective of the project manager is to complete the project successfully.
A project manager is not a detective. It’s not their job to look for the root cause, dig every available detail and scraps of evidence, and then reach a conclusion.
有了解决问题的技术,一个人获胜,另一个人输了。这不是双赢的情况,即使他们错了,也会使一个政党不满意。
A prudent project manager will try to avoid this situation and look for a solution that keeps all parties satisfied. The collaborating conflict resolution technique, which is a win-win situation for all.
让我们看看PMBOK指南说什么:bob手机客户端
第239页,第二段:
“If conflict escalates, the project manager should help facilitate a satisfactory resolution. Conflict should be addressed early and usually in private, using a direct, collaborative approach.”
Page-229, last paragraph:
“… managing conflicts in a constructive manner, and encouraging collaborative problem solving and decision-making.”
No statement in the PMBOK Guide suggests using the problem solving/confrontation technique for all conflicts; however, I noticed that the PMBOK Guide recommends the collaborative technique.
PMI似乎也同意我!
我的看法
我不建议使用协作technique to solve all conflicts. However, it is the only technique that leads to consensus and commitment among all parties involved in the conflict.
冲突管理的策略取决于冲突。您可以使用您认为最适合解决冲突的技术。但是,我不同意面对面是最好的冲突解决技术,您不应该盲目使用它。
What conflict resolution techniques help you most to resolve conflicts? Please share your experience through the comments section.
您的更新何时基于第七版的预期?感谢您所做的良好工作。
主席先生,我真的赞成您的想法及其具有教育意义,请先生,先生,应使用哪种技术来解决土地上的冲突。
I am really impressed with the topics dealt with conflict resolutions
谢谢Elfatih。
what the role as the PM or team member if conflict start to effect core project or one constrains should i start interfere to solve it or ask them to solve it by them self.
or should i report it
If you are not PM, you should report to PM.
If you are a PM you should use your best judgement to handle the issue.
感谢您的笔记和问题库。bob官网竞彩足球您的笔记确bob官网竞彩足球实启发了我如何学习PMP考试,我昨天通过了它。
Congratulations Albert on passing the PMP exam.
Very informative,thanks.
不客气。
Hi Fahad,
I failed my first test and preparing for the second one.I prepared well with lot of material including PMBOK. But,i am unable to justify my weak areas.I purchased your 400 questions and scored 80% .Practiced well in all the areas.Can you advise me please?
Send me an email at[email protected]有了所有详细信息,我将回复您。
我是否必须再次向会员解释新要求,我应该使用哪种技术?当我们讨论选择哪一个?我发现博客很清楚,但是说实话,我无法区分何时使用协作和妥协。请你能帮我吗
Compromise is relatively quicker process where you take suggestion from both parties and reach on a conclusion.
In collaborative approach you have a detailed discussion with both parties to reach on a best solution.
may be you are right but in my opinion all strategy are for work and in my case the compromise is the best option for me. Thankyou for your material.
It depends on the situation and stakeholders involve with the conflicts.
Hello Fahad,
I successfully completed the exam and now Certified PM :) I want to thank you for these notes that really helped me understand the processes better in simpler terms. You are great teacher! I had purchased your formula guide and EVM guide as well which was immense help as well. Thank you and God bless you.
Congratulations Hazra on passing the PMP exam.
Hello Fahad,
Your blog is great help. I am currently preparing for my PMP exam. Every time I am stuck or fail to understand a term/usage/formula, I come here and your explanation(s) helps me understand it. I want to thank you for that. And I also appreciate that you update your notes when there is a new edition of PMBOK. So this is a great reference site for people like me preparing to give their exams. Best
You are welcome Hazra. Now the six edition of the PMBOK is arriving next year, so I will have update them again.
Thanks for your comment.
Hey Fahad,
感谢您的很棒的笔记。bob官网竞彩足球我还购买了Kindle设置的问题。
Helped me clear the test on first attempt.
Regards,
Amol
Congratulations Anmol on passing the PMP exam, and I am glad that I could be of help to you.
I like your post, Thank you for the efforts in updating to latest PMBOK and helping the community.
Thanks
Qhayum
Thanks Qhayum.
Can I please ask this question?
Is problem solving the most effective, sustainable conflict resolution technique?
Please provide reasons to substantiate your response.
逐点讨论您的意见。谢谢
Please read the blog post again till end. This topic has been explained in detail.
Okay Ram, in future update I will try to include some scenario based examples.
Hi,
我确实看到了来自冲突解决技术的模拟考试中出现的3到5个问题。它们彼此之间非常相似。但是,我犯了平滑/适应性,妥协/对帐以及力量/直接,撤回/避免之间的错误。
Judgement becomes tough & above explanations are quite lengthy to recall/remember. In such case, is it possible to provide one scenario(Same people) with different situations that match the 5 conflict resolution techniques to understand?
非常感谢。
Regards,
拉姆·纳拉扬(Ram Narayan)
没有更多的冲突。这些技术很棒(撤回/避免,平滑/适应,妥协/调和,武力/直接,协作/问题解决)http://ku.ac.ke
Thanks James for visiting and leaving comment.
I checked the PMOBOK fifth ed. and as you mention, but I also noticed the word confront (in pencil) near the word collaborate. I remembered that our instructor told us they have same meaning.
“但是我也注意到(用铅笔)近在地的一词中,我不明白您是什么意思?
Fahad,
Another nice post. In fact, conflict management technique is a fav topic of mine as well.
但是,我无法获得 - 妥协是多么松散。即使暂时?
在妥协中,双方都必须放弃对共同共识达成的一些东西。
(请注意,本文基于第四版的第四版,第五版,PMI已合并了协作和解决问题的技术。)bob手机客户端
Hello All
Which one is the worst conflict resolution method? I think its :forcing/directing, but ive seen places which advocate that withdrawing/avoiding is the worst one. Please share your thoughts.
It depends on situation.
Hi,
In PMBook 5th edition, collaborating and problem solving are given as synonyms. As for confronting it disappeared, however I just did the exam and it is still the term they use for this. The way I see it, confronting is the same general ideology than collaborating and problem solving, all seeks win-win situation.
Here is an excerpt from 5th ed.:
“There are five general techniques for resolving conflict. As each one has its place and use, these are not given in any particular order”
[…]
“Collaborate/Problem Solve. Incorporating multiple viewpoints and insights from differing perspectives; requires a cooperative attitude and open dialogue that typically leads to consensus and commitment.”
I also think confronting/problem solving/collaborating leads to best solutions. As with many other things in life, we often have to select optimal result given the constrains rather than the very best one.
Confronting is not a win-lose, its aim at win-win. you confront ideas of both party and the aim (the very reason why it’s time consuming) is by sharing actively their point of view, a common agreement will emerge (which can be to agree about one or the other party position or on a new position). Since it must be common agreement, it can only be win-win (unless it is a disguised compromise because one of the party pretend to agree). It is really the equivalent of collaborating/problem solving.
In the fourth edition of the PMBOK Guide, confronting and collaborative approach were different, now they are synonyms….
I’m sorry. Read the PMBOK again, and your sources. The PMBOK and PMI reinforce that the book is a “best practices” book, every management book is; take great care to understand and internalize that because the real world is quite different. No credible source can provide us with the “one and only” way, or the best way for all management situations.
The PMBOK does not say (quoting you) “applying the same technique to all conflicts” would be justified.
It actually says the opposite, which ironically is the case your’re making. “…each one has its place and use,”. For example, avoiding a problem, can be VERY effective in certain situation; particularly on a “high functioning” team.
现在,您对面对最佳成果的行业共识是正确的,通常是作为有利的方法……是!您只需要知道何时有机会使用它以及如何使用它。
(I’m a PMP and a “seasoned” Construction PM) Good luck to you!
我应该添加;合作和面对面是从相似之处交叉的。那可能会让你困惑。如果您阅读Thomas-Kilman冲突模式工具;协作的定义非常接近面对面。正确诊断问题并齐头并进。
但是,由于需要时间,协作就不那么最佳。每次发生冲突时;并不总是时间有篝火和烤棉花糖。我认为PMBOK试图表明找到根部问题,这并不总是协作的结果。
Hello eh,
你之前这么说:
‘没有可靠的来源可以为我们提供所有管理情况的“唯一”方式,也可以为我们提供最佳方法。’
I am agree with you on it.
再次您说:
The PMBOK does not say (quoting you) “applying the same technique to all conflicts” would be justified.
我在这里再次完全同意您的观点,实际上,为了证明这一点,我写了这篇博客文章。在这篇博客文章中,我只是想说PMBOK并不是说您应该在所有冲突上应用一项技术。
我同意协作是最好的解决方案,最终也涉及根本原因,并且在每个人中都可以买到,这是一个永久的解决方案,而不是面对/解决问题。
为了获得很少的分数,我们必须选择面对面!
Thanks for agreeing with me.
I feel Fahad is right. Collaborating is the best technique to resolve the conflicts. In most of the real situations , we need all the team members to get along / participate without any grudges. This technique generally helps to take all the team members towards goals without hurting individual’s self esteem. Confronting can not be win – win always. I feel usage of techniques depends upon situation and project managers understanding.
Hello,
thank you for this post.
我真的很喜欢它。
Although I am still not sure I fully understand the difference between confonting and collaborating. Are there any specific features of these techniquest that can help differentiate them clearly?
Currently, I have a feeling that Confronting and Collaborating are almost the same thing
在协作中,您将多个观点结合在一起,并协商最佳解决方案。这是一种胜利方法,另一方面,面对问题的技术。在面对问题时,您会找到问题的根本原因,然后到达其解决方案。面对胜利的情况。
Hello Fahad,
我正在仔细阅读上述评论,您提到面对面是胜利的情况。但是,如果丽塔·穆尔卡希(Rita Mulcahy)去,她提到面对双赢的情况。
Even in some of the multiple choice questions is it considered as win-win situation. can you please help to understand this better. Thanks in advance.
Regards,
Gagan
In problem solving one loses and other wins regardless of who is on right path.
Not exactly. 2 people may be, dont have any right path, they go to discussion/argument to figure out what is the best way to deal with the conflict.
Confronting/problem solving includes:
- 找到问题的根本原因,而不是向您提出的原因或似乎是问题的原因
– Analyze the problem
– Identify solution
- 选择解决方案
– Implement a solution
- 查看解决方案并确认解决方案可以解决问题。
因此,面对双赢的情况。获胜情况是指强制解决方案(1胜,1输)
Two team members are having conflict, most of the time one is correct and other is wrong.
在这种情况下,如果你去面对,那么obviously the person who is in right path will win and other loses.
协作不一定解决问题并可能再次出现,只有面对面才能实现“根本原因”
Yes, you are right but it does not mean that the project manager should always go for confronting.
项目经理必须决定哪种技术最适合这种情况。
I see your point thank you.
You are welcome.
当PM向团队成员建议对当前问题做出各自的利弊,然后建议他们讨论它们时,使用了哪种技术。这是协作还是面对面?
这取决于他最后采取的决议。如果他结合了多个观点并找到最佳的解决方案,那么它将是协作的。而且,如果他仅根据事实解决冲突,那么它将面临。
I think confronting will work here because PM trying to go to the root cause of this problem
You may be right but only discussion does not mean that he will chose the confronting. He may also go with the collaborative technique or try to smooth the situation. All depends on the situation and problem at the hand.
Yes you are absolutely right ! good
Thanks for agreeing with me!
:)
I like your post very much and am in a project management class right now. Although confronting has a negative connotation, it is not always such. Confronting a problem and dictating how it should be resolved is the PM's job and if the other techniques do not work this approach should be taken. PM'S will run into personalities that will have a conflict with everything or everyone. Taking a direct confrontational approach may be required and should not be seen as a negative componant. Your assessment is great and accurrate.
谢谢for liking my post.
My point is—there is no single universal technique which applies to all conflicts and the PMBOK Guide does not recommend using conflict resolution technique every time a conflict occurs.
good I appreciate yourwork I using as a projects references
谢谢Nasry。