5.3 Conflict Resolution Flashcards
1
Q
Sources of conflict during the concept phase
A
- Funding, investment, benefits
- User requirements, stakeholder influence, scope
2
Q
Sources of conflict during the definition phase
A
- Establishing components of PMP
- Alignment of project with objectives
- Agreeing and securing resources vs quality vs time
3
Q
Sources of conflict during the deployment phase
A
- Resources or supplier commitment
- Plan or governance not being followed
- Not delivering performance, progress, or deadlines
4
Q
Sources of conflict during the transition phase
A
- Acceptance criteria not met
- Expectations not met
5
Q
Sources of conflict during the adoption phase
A
Outcomes not intended in BAU
6
Q
Sources of conflict during benefits realisation
A
- Benefits measurement and realisation
- Changes to adoption of outputs to improve benefits realisation
7
Q
General sources of conflict
A
- Conflicting priorities
- Personal conflict
- Stakeholders influence / views
8
Q
Examples of positive conflict
A
- Meaningful discussion of an issue, collaboration, creativity
- Leads to greater idea generation
- Leads to improved engagement
- Positive conflict leads to positive outcomes
9
Q
Examples of negative conflict
A
- Natural expectation of outcome of issue
- Leads to lower morale, tension, reduced cohesion, poorer team performance
- Negative, unmanaged conflict leads to negative outcomes
10
Q
Resolving conflict
A
- Anticipate conflicts from differing opinions
- Proactively engage with conflict to manage positive outcomes
- Solution driven, no blame culture
- Encourage open, honest, transparent communication
- Facilitate discussions
- Keep conversations neutral
11
Q
Thomas Kilmann Model
A
- Model of conflict styles on axis of assertiveness and cooperativeness
- Avoiding - low assertiveness and cooperativeness
- Accommodating - low assertiveness, high cooperative
- Competing - high assertive, low cooperating
- Collaborating - high assertive and cooperative
- Compromising - moderate in assertive and cooperative
