Conflict Resolution

Question 1

Sources of conflict in concept phase

Answer 1

sponsore and org to secure funding (competing with other projects). Sponsor and end user over high-level scope. sponsor and stakeholder - balancing stakeholder influence

Question 2

Sources of conflict in definition phase

Answer 2

pm vs team or stakeholders, agreeing the PMP. sponsor and PM, scope in line with budget, other priorities, resourcing, requirements

Question 3

Sources of conflict in deployment phase

Answer 3

Pm vs supplier or work package owner over resources. PM and team members if plans/processes not being followed, not meeting deadlines, not delivering progress. PM and suppliers resource availability and commitment

Question 4

Sources of conflict in transition phase

Answer 4

PM and end user - acceptance criteria, end user expectations not met

Question 5

Sources of conflict in adoption phase

Answer 5

sponsor and end user - outputs not adopted as intended by BAU.

Question 6

Sources of conflict in benefit realisation phase

Answer 6

sponsor and org over measurement and realisation of benefit

Question 7

Sources of conflict across lifecycle

Answer 7

personal conflict between individuals (ways of working), stakeholders perspective, time devoted to project and other work, differing technical ability, pressure with deadlines, different experience

Question 8

The model of dealing with conflict

Answer 8

Thomas Kilmann Conflict Model Instrument. 1. competing low coop, high assert, appropriate when quick action is vital (critical, H&S, legal etc). 2 Accommodate high coop, low assert, appropriate when trying to build long term relationship, not going to impact project end (wrong ideas could be developed) goals. 3. Avoiding, low coop and assert, problem will remerge but appropriate when people not in right mood, other person better to resolve etc. 4. compromising in the middle. apprproiate when both sides have equal power but goals are mutually exclusive. collaborate = high assert, high coop. building long term relationship appropriate when both sets of concerns are too important to compromise, work together to find a creative solution win win

Question 9

Conflict resolution process

Answer 9

1. Anticipate (different agendas, outcomes, perceptions) 2. Acknowledge (both sides need to do so) 3. Resolve (avoid placing blame and come to solution that benefits project and majority). 4. encourage (open and honest dialogue, see others perspectives). 5. facilitate (encourage to talk through own concerns, ask questions to help explore resolution. 6. neutral (body language, tone etc.)

Question 10

Conflict positives

Answer 10

1. shows feeling, 2. creates open convos for debate, generating greater discussion,. 3. can lead to improved outcomes ignoring conflict not productive.

Question 11

Conflict negatives

Answer 11

1. impact morale and motivation. 2. impact project success. 3. negative results in negative feeling