Practical Tips For Resolving Project Management Conflicts
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Transcript of Practical Tips For Resolving Project Management Conflicts
PRACTICAL TIPS
FOR RESOLVING
PROJECT
MANAGEMENT
CONFLICTSSATURDAY HALF DAY EDUCATION SESSION
LAKESHORE PMI CHAPTER
MISSISSAUGA SEPTEMBER 26, 2015
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
AGENDA
DEFINE CONFLICT
WHY STUDY CONFLICT?
WHO IS RESPONSIBLE?
SOURCES OF CONFLICT IN PROJECT MANAGEMENT
PERSONAL CONFLICT REACTION PROFILE
TYPES OF CONFLICT
EXERCISE AND DISCUSSION
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SCHEDULE
9:00 9:30 30 min presentation
9:30 10:00 30 min group work
10:00 10:30 30 min reports, discussion
10:30 10:45 15 min break
10:45 11:00 15 min test
11:00 11:15 15 min group work
11:15 11:30 15 min reports, discussion
11:30 11:50 20 min presentation
11:50 12:10 20 min group work
12:10 12:30 20 min reports, discussions, questionsPREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
DEFINE
CONFLICT
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
17 HORSES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
17 HORSES
3 SONS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2
1/3
1/9PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
17 HORSES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
17 HORSES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
CONFLICT
: THE PROBLEM BETWEEN OPPOSING FORCES IN
THE STORY:
- MAN VS. MAN
- MAN VS. NATURE
- MAN VS. SOCIETY
- MAN VS. SELF
LITERATURE CLASS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
CONFLICT
: A STRUGGLE FOR POWER, PROPERTY, ETC.
: STRONG DISAGREEMENT BETWEEN PEOPLE,
GROUPS, ETC., THAT RESULTS IN OFTEN ANGRY
ARGUMENT
: A DIFFERENCE THAT PREVENTS AGREEMENT
: DISAGREEMENT BETWEEN IDEAS, FEELINGS, ETC.
MERRIAM-WEBSTER
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
DICTIONARY.COM
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
TWO MAN IN THE
SAME COUNTY
MARK HORSTMAN,
CO-FOUNDER OF MANAGER TOOLS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
PROJECT
STAKEHOLDERS NOT
AGREED UPON GOALS
AND/OR PRIORITIES
VITALIY FURSOV
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
WHY STUDY
CONFLICT?
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
THE AVERAGE AMERICAN
WORKER SPENDS 2.8
HOURS A WEEK DEALING
WITH CONFLICT IN THE
OFFICE
A STUDY OF OVER 5,000 WORKERS COMPLETED BY
CONSAULTING PSYCHOLOGISTS PRESS IN 2014:
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
“CHRONIC UNRESOLVED
CONFLICT” IN THE OFFICE IS
THE DECIDING FACTOR IN 50%
OF CASES WHERE AN
EMPLOYEE CHOOSES TO LEAVE
THEIR JOB, AND IS ONE OF THE
PRIMARY CAUSES CITED IN 90%
OF TERMINATIONS
A STUDY OF OVER 5,000 WORKERS COMPLETED BY
CONSAULTING PSYCHOLOGISTS PRESS IN 2014:
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
49% OF WORKERS
SURVEYED AGREED THAT
DIFFERENCES IN
PERSONALITY TRIGGERED
MOST OF THE
INTERPERSONAL CONFLICTS
IN THE OFFICE
A STUDY OF OVER 5,000 WORKERS COMPLETED BY
CONSAULTING PSYCHOLOGISTS PRESS IN 2014:
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
42% OF EMPLOYEES FELT
THAT THEIR EMPLOYERS
NEEDED TO DO A BETTER
JOB OF ADDRESSING
PERSONAL CONFLICT IN
THE WORKPLACE
A STUDY OF OVER 5,000 WORKERS COMPLETED BY
CONSAULTING PSYCHOLOGISTS PRESS IN 2014:
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
WHO IS
RESPONSIBLE?
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
PROJECT MANAGERS MAY BE RESPONSIBLE FOR
CAUSING CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SOURCES OF
CONFLICT IN
PROJECT
MANAGEMENT
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SOURCES OF CONFLICTS IN PROJECT MANAGEMENT
Knowledge Areas
Project Management Process
Groups
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SOURCES OF CONFLICTS IN PROJECT MANAGEMENT
Knowledge Areas
Project Management Process
Groups
Initia
tin
g
Pla
nn
ing
Exe
cu
tin
g
Monitoring
&
Co
ntr
olli
ng
Clo
sin
g
Project Integration
Project Scope Mgmt
Project Time Mgmt
Project Cost Mgmt
Project Quality Mgmt
Project Human Resource Mgmt
Project Communication Mgmt
Project Risk Mgmt
Project Procurement Mgmt
Project Stakeholder MgmtPREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1. DIFFERENT STAKEHOLDER INTERESTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
2. PROJECT MANAGER MANAGEMENT STYLE
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
3. PROJECT TEAM HISTORY
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
4. SCOPE CHANGES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
5. SCHEDULE CHANGES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
6. PROJECT FAILURE (OR CANCELLATION)
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
7. DECLINED CHANGE REQUESTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
8. DISAGREEMENTS WITH VENDORS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
9. DISPUTES OVER PROJECT MANAGEMENT
METHODOLOGY
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
10. DISAGREEMENT OVER COMMUNICATION
METHODS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
CONFLICT
REACTION
PROFILE
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
SELF-ASSESSMENT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1. _____ I CAN BE
SWAYED TO SOMEONE
ELSE’S POINT OF
VIEW.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
2. _____ I SHUT DOWN
PEOPLE WHO I
DISAGREE WITH.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
3. _____ I ADDRESS THE
ISSUE AT HAND
DIPLOMATICALLY AND
DO NOT ATTACK THE
INDIVIDUAL.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
4. _____ I THINK THAT
OTHERS TRY TO
“BULLY” THEIR WAY
WITH ME.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
5. _____ I EXPRESS MY
THOUGHTS AND
BELIEFS TACTFULLY
WHEN THEY DIFFER
FROM THOSE JUST
EXPRESSED.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
6. _____ RATHER THAN
OFFER MY OPINION
WHEN I DISAGREE
WITH SOMEONE, I
KEEP IT TO MYSELF.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
7. _____ I LISTEN TO
OTHER PEOPLE’S
POINT OF VIEW WITH
AN OPEN MIND.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
8. _____ I LET MY
EMOTIONS GET THE
BEST OF ME.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
9. _____ I RAISE MY
VOICE TO MAKE MY
POINT.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
10. _____ I TEND TO
BELITTLE OTHER
PEOPLE WHEN
MAKING MY POINT.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
11. _____ I LOOK FOR
WAYS TO NEGOTIATE
AND COMPROMISE
WITH OTHERS.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
12. _____ I HAVE BEEN
TOLD I AM TOO
PUSHY.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
13. _____ I MAKE SURE
I HAVE MY OPINION
HEARD IN ANY
CONTROVERSY.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
14. _____ I THINK
CONFLICT IN
MEETINGS IS
NECESSARY.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
15. _____ I AM THE
MOST VOCAL IN
MEETINGS WHEN
TRYING TO GET MY
POINT ACROSS.
1 = SELDOM
2 = SOMETIMES
3 = MOST OF THE TIME
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SCORING: ADD THE TOTAL SCORE FROM
QUESTIONS 1, 2, 4, 6, 8, 9, 10, 12, 13, 14, 15
SUBTRACT THE SUM OF THE SCORE FROM
QUESTIONS 3, 5, 7, 11
TOTAL:
A: 1-4
B: 5-10
C: 11+
CONFLICT REACTION PROFILE SCORE
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
GROUP
WORK
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SCORE 1-4
GROUP A
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1-4: "PASSIVE" YOU MAY BE SUCH A
PUSHOVER THAT YOU ALLOW
DIFFICULT PEOPLE TO WALK ALL OVER
YOU.
YOU MAY BENEFIT FROM LEARNING TO
STAND UP FOR YOUR IDEAS AND
OPINIONS IN A DIPLOMATIC AND
TACTFUL WAY.
WHAT DOES YOUR SCORE MEAN?
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SCORE 5-10
GROUP B
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
5-10: “ASSERTIVE”
YOU ARE PROFESSIONALLY ASSERTIVE
WHEN DEALING WITH PEOPLE,
PARTICULARLY DIFFICULT PEOPLE.
CONTINUE TO BE OPEN TO LISTENING
TO DIFFERENT POINTS OF VIEW, AND
EXPRESS YOUR IDEAS AND OPINIONS
APPROPRIATELY.
WHAT DOES YOUR SCORE MEAN?
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SCORE 11+
GROUP C
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
11+: "AGGRESSIVE"
YOU MAY BE SO COMBATIVE THAT
PEOPLE MIGHT AVOID INTERACTING
WITH YOU.
YOU MAY BENEFIT FROM LEARNING TO
LISTEN AND EXPRESS YOUR OPINIONS
MORE EFFECTIVELY.
WHAT DOES YOUR SCORE MEAN?
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
TYPES OF
CONFLICT
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
4 TYPES OF CONFLICT
Conflicts
Interpersonal
Process
Direction
External
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
HOW MUCH DO MY PERSONAL BIASES AND PREJUDICES
AFFECT THIS SITUATION?
INTERPERSONAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
IDENTIFY 3 BEHAVIOURS THAT YOU COULD CHANGE -
COMMIT TO FOLLOWING THROUGH ON THESE CHANGES
FOR AT LEAST 3 MONTHS
INTERPERSONAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
ASK THE OTHER PERSON INVOLVED HOW YOU COULD
DEFUSE THE EXISTING CONFLICT THAT MIGHT SEEM
BRUTALLY HONEST
INTERPERSONAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
HOW DO YOU THINK THEY VIEW YOUR COMMITMENT TO
REDUCING CONFLICT? WHY?
INTERPERSONAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
5 STRENGTHS OF THE OTHER PERSON & 5 WAYS THAT
IMPROVING THIS RELATIONSHIP WOULD BENEFIT YOU
INTERPERSONAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
HOW MUCH CONTROL DO I HAVE OVER
THIS 'PROCESS CONFLICT'?
PROCESS CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
IDENTIFY THE ROOT CAUSE OF THE PROBLEM
AND ANALYZE THE IMPROVEMENT
OPPORTUNITY
PROCESS CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
TALK TO THE "OWNER" OF THE PROCESS AND
CLARIFY THE PROBLEM
PROCESS CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
SUGGEST A WORKABLE SOLUTION AND
ACTION PLAN
PROCESS CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
FOLLOW-THROUGH ON THE PLAN AND
EMPOWER THE "OWNER" OF THE PROCESS
PROCESS CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
AM I CLEAR ON THE DIRECTION OR VISION?
DIRECTION CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
CLARIFY THE DISCREPANCY TO BE EASILY
DESCRIBED IN NEUTRAL WORDS AND TAKE
ACTION
DIRECTION CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
ASK PERMISSION TO ADDRESS THE
DISCREPANCY WITH THE OTHER SIDE IN A
FRIENDLY, NON-CONFRONTATIONAL WAY AND
GAIN AGREEMENT
DIRECTION CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
USE "I" AND "WE" MESSAGES RATHER THAN
"YOU" MESSAGES
DIRECTION CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
MAKE AUTHENTIC COMMITMENTS
DIRECTION CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
HOW MUCH CONTROL DO I HAVE OVER THIS
FACTOR?
EXTERNAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
CHOOSE TO FIGHT BATTLES THAT ARE WORTH
THE PRICE
EXTERNAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
PUT YOUR ENERGY INTO THINGS YOU "CAN
DO" RATHER THAN COMPLAIN ABOUT WHAT
YOU "CAN'T DO"
EXTERNAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
DO SOMETHING GOOD FOR OTHERS
EXTERNAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
MAINTAIN PERSPECTIVE AND A SENSE OF
PURPOSE
EXTERNAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
TALK TO SOMEONE YOU TRUST
EXTERNAL CONFLICT
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
EXERCISE
AND
DISCUSSION
PRACTICAL TIPS FOR RESOLVING PROJECT
MANAGEMENT CONFLICTS
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
17 HORSES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
17 HORSES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
18 HORSES
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
18 HORSES
9 6 2
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
1/2 1/3 1/9
18 HORSES
9 + 6 + 2
17PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
THE ATTITUDE OF NEGOTIATION AND
PROBLEM SOLVING IS TO FIND THE
PROVERBIAL "18TH HORSE" OR
"COMMON GROUND"
ONCE THE "COMMON GROUND" IS
FOUND, THE ISSUE IS RESOLVED
MORALE
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015
TO REACH A SOLUTION, THE FIRST
STEP IS TO BELIEVE THAT THERE IS A
SOLUTION
MORALE
PREPARED BY VITALIY FURSOV
© THE NORNS LABORATORIES, 2015