Here's how you can navigate conflicts between team members with diverse personalities.
In program management, navigating conflicts between team members with diverse personalities is as crucial as it is challenging. Conflict resolution is not about winning an argument but about finding a common ground where all parties can agree. You'll often find that conflicts arise from miscommunication or a lack of understanding of each team member's unique perspective. Your role is to facilitate a dialogue that acknowledges these differences and seeks a resolution that aligns with the project's goals. It's about creating an environment where everyone feels heard and respected, leading to a more cohesive and productive team.
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Manohar Prasad, PgMP, PMP, RMP, ACP, CAL, CSP, ACCCo-Founder at CoachPro Consulting | PMI ATP Instructor | Portfolio/Program/Project Management Professional
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Mohamed Hisham, MSc, PMP®, PMI-SP®, PMI-RMP®Corporate PMO Senior Manager
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Karuna KakResults-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver |…
The first step in managing conflict is to recognize the early signs before they escalate. Look for changes in communication patterns, such as team members becoming more reserved or aggressive in meetings. Pay attention to non-verbal cues like crossed arms or eye-rolling, which can indicate frustration or disdain. It's essential to address these issues promptly, as unchecked, they can lead to a toxic work environment that hampers productivity and morale.
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Manohar Prasad, PgMP, PMP, RMP, ACP, CAL, CSP, ACC
Co-Founder at CoachPro Consulting | PMI ATP Instructor | Portfolio/Program/Project Management Professional
The initial step in addressing conflict is to spot the early indicators before they escalate. For example, if a usually communicative team member becomes unusually quiet or another starts interrupting others during meetings, these are red flags. Non-verbal cues like folded arms or frequent sighing can signal underlying frustration. By catching these signs early, you can intervene before the conflict worsens, preventing a detrimental impact on team morale and productivity.
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Karuna Kak
Results-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver | CSPO Certified
Observation: Pay attention to verbal and non-verbal cues, such as changes in tone, body language, or facial expressions. Feedback: Encourage team members to voice concerns and provide feedback regularly. Behavior Changes: Notice any sudden changes in behavior, such as withdrawal or increased aggression. Work Performance: Monitor any drops in productivity or quality of work that might indicate underlying issues.
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Richard Bostock PMP, SAFe®
Partnerships Developer | Program & PMO Manager | Host of PPPM Behind The Scenes and C-Innovation podcasts
Look also for indirect signs such as missed handovers, forgotten deadlines, unclear communication. People affected by conflict will do nearly anything to avoid the other side. Address them from this perspective and follow the root cause analysis back to specific people.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Be vigilant in observing early signs of conflict among team members. Look for indicators such as decreased productivity, strained communication, or noticeable tension during meetings. Early recognition allows for timely intervention before conflicts escalate. Understanding the root causes of conflicts, whether they stem from personality clashes, miscommunication, or differing work styles, is crucial in addressing them effectively.
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Umer Wasi
Program Manager @ INVEXAL | Executive MBA in Marketing
Identifying early signs of conflict helps in addressing issues before they escalate. This can include tension, decreased communication, or visible frustration.
Once you've identified a conflict, encourage open dialogue between the involved parties. Create a safe space where team members can express their concerns without fear of retribution. Facilitate the conversation by ensuring that each person has the opportunity to speak and is listened to with respect. This process allows for the airing of grievances and can often lead to mutual understanding and the de-escalation of the conflict.
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Manohar Prasad, PgMP, PMP, RMP, ACP, CAL, CSP, ACC
Co-Founder at CoachPro Consulting | PMI ATP Instructor | Portfolio/Program/Project Management Professional
Once a conflict is identified, promote open communication between the conflicting parties. For instance, if two team members disagree on project priorities, arrange a meeting where they can discuss their views openly. Ensure the environment is non-judgmental, allowing everyone to speak freely and be heard. This approach helps air out issues and often leads to mutual understanding, reducing tension and fostering a collaborative atmosphere.
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Karuna Kak
Results-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver | CSPO Certified
Private Meetings: Arrange one-on-one meetings with each party to understand their perspectives. Neutral Ground: Hold a mediated discussion in a neutral setting where everyone feels comfortable. Active Listening: Practice active listening by acknowledging and validating each person’s feelings and viewpoints. Clear Communication: Ensure that everyone communicates their points clearly and respectfully, avoiding blame or accusations.
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Richard Bostock PMP, SAFe®
Partnerships Developer | Program & PMO Manager | Host of PPPM Behind The Scenes and C-Innovation podcasts
As the PM you need to act impartially, and prove you've done so. Start with individual conversations to get each person's opinion. Move onto a joint meeting with the involved people. Then get the whole team involved to agree the way forward, and show you've dealt with the matter.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Encourage an open dialogue among team members to discuss their concerns and perspectives. Create a safe and neutral environment where individuals feel comfortable expressing their viewpoints without fear of judgment. Facilitate these discussions with active listening and empathy, ensuring that each team member’s voice is heard. Open dialogue helps in uncovering underlying issues and fosters mutual understanding.
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Umer Wasi
Program Manager @ INVEXAL | Executive MBA in Marketing
Encouraging open communication is key. Allowing team members to express their perspectives and concerns creates a space for understanding and finding common ground.
Embrace the diverse perspectives within your team. Different backgrounds and experiences can lead to varied approaches to problem-solving, which, while potentially a source of conflict, can also be a strength if harnessed correctly. Encourage team members to share their viewpoints and consider how these differing perspectives can contribute to a more innovative and comprehensive solution.
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Karuna Kak
Results-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver | CSPO Certified
Encourage Openness: Promote a culture where diverse opinions are welcomed and respected. Identify Strengths: Recognize the unique strengths and contributions of each team member. Common Goals: Emphasize shared objectives and the benefits of diverse approaches in achieving them. Collaborative Mindset: Foster a collaborative environment where team members see each other as allies rather than adversaries.
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Manohar Prasad, PgMP, PMP, RMP, ACP, CAL, CSP, ACC
Co-Founder at CoachPro Consulting | PMI ATP Instructor | Portfolio/Program/Project Management Professional
You should leverage the diverse viewpoints within your team to your advantage. For example, if there's a conflict between a detail-oriented engineer and a big-picture strategist, highlight how their different approaches can complement each other. Encourage them to share their perspectives and brainstorm together. This can turn potential conflict into an opportunity for innovation, as diverse ideas often lead to more robust solutions.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Acknowledge and value the diverse perspectives that each team member brings to the table. Highlight the benefits of diversity, such as increased creativity, innovation, and a broader range of solutions to problems. Encourage team members to see conflicts as opportunities to learn from one another. Emphasizing the strengths of diverse perspectives helps in reducing biases and promoting a collaborative mindset.
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Umer Wasi
Program Manager @ INVEXAL | Executive MBA in Marketing
Acknowledging that each team member brings unique viewpoints and strengths fosters respect and inclusivity. This step emphasizes the value of diversity in problem-solving.
Finding common ground is key to resolving conflicts. Focus on the shared goals and objectives of the project to realign team members' priorities. Remind them of the bigger picture and how each person's work contributes to the overall success of the program. By emphasizing collaboration over competition, you can foster a sense of unity and purpose that transcends individual differences.
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Manohar Prasad, PgMP, PMP, RMP, ACP, CAL, CSP, ACC
Co-Founder at CoachPro Consulting | PMI ATP Instructor | Portfolio/Program/Project Management Professional
To resolve conflicts, focus on common goals. For instance, if two team members clash over methodology, remind them of the project's ultimate objective. Emphasize how their combined efforts are crucial for the project’s success. By shifting the focus to shared goals, you can realign their priorities and foster a spirit of cooperation over competition, uniting them in pursuit of a common aim.
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Karuna Kak
Results-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver | CSPO Certified
Shared Interests: Highlight common goals, values, and interests. Mutual Benefits: Emphasize how resolving the conflict benefits all parties involved. Compromise: Encourage willingness to compromise and find mutually acceptable solutions. Problem-Solving: Use collaborative problem-solving techniques to explore options and reach agreements.
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Richard Bostock PMP, SAFe®
Partnerships Developer | Program & PMO Manager | Host of PPPM Behind The Scenes and C-Innovation podcasts
Common ground should be the best interest of the company. If any team member goes against this, you might have to consider asking them to leave, especially if they are the source of the toxicity.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Work with the team to identify common goals and shared values that everyone can agree upon. Focus on these commonalities to unite the team and redirect their efforts towards achieving collective objectives. Finding common ground helps in reducing friction and creating a sense of unity. It also provides a foundation for resolving differences constructively.
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Umer Wasi
Program Manager @ INVEXAL | Executive MBA in Marketing
Actively seeking commonalities among differing opinions helps in bridging gaps and reaching mutually acceptable solutions. It promotes collaboration over competition.
After finding common ground, work together to implement solutions that address the root cause of the conflict. Develop a plan that incorporates feedback from all parties and clearly defines each person's role and responsibilities moving forward. Ensure that the resolution is fair and sustainable, and establish mechanisms for ongoing communication to prevent future conflicts.
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Manohar Prasad, PgMP, PMP, RMP, ACP, CAL, CSP, ACC
Co-Founder at CoachPro Consulting | PMI ATP Instructor | Portfolio/Program/Project Management Professional
After establishing common ground, collaboratively develop solutions to address the conflict’s root cause. For example, if there's a dispute over task assignments, involve the team in redistributing tasks based on strengths and preferences. Create a clear plan outlining roles and responsibilities, ensuring fairness and sustainability. This collective approach not only resolves the conflict but also enhances team cohesion and accountability.
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Karuna Kak
Results-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver | CSPO Certified
Action Plan: Create a clear action plan outlining the steps to resolve the conflict. Role Clarification: Define roles and responsibilities to prevent future misunderstandings. Agreement: Ensure all parties agree on the proposed solutions and their implementation. Follow-Up: Schedule follow-up meetings to review progress and make necessary adjustments.
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Richard Bostock PMP, SAFe®
Partnerships Developer | Program & PMO Manager | Host of PPPM Behind The Scenes and C-Innovation podcasts
Work with the protagonists first to identify options, then put them to the team. Get the team involved in deciding, so there's that all-important buy-in to the solution.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Develop and implement strategies to address the specific issues causing the conflict. This might include redefining roles, improving communication channels, or setting up team-building activities. Ensure that the solutions are practical and agreed upon by all parties involved. Providing clear action plans and timelines for implementation helps in maintaining accountability and ensuring that conflicts are resolved effectively.
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Umer Wasi
Program Manager @ INVEXAL | Executive MBA in Marketing
Once consensus is reached, implementing agreed-upon solutions ensures that changes are put into practice, addressing the root causes of conflict.
Finally, monitor the progress of the resolution to ensure that it is effective and that the conflict does not reoccur. Keep an open line of communication with all team members and check in regularly to gauge the team's dynamics. Adjust the resolution plan as necessary to maintain a harmonious work environment and keep the team on track towards achieving their goals.
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Karuna Kak
Results-Driven Project Manager & Business Analyst | Specializing in Financial Services | Passionate Problem Solver | CSPO Certified
Regular Check-Ins: Conduct regular check-ins with team members to gauge the ongoing effectiveness of the solution. Feedback Loop: Establish a continuous feedback loop to address any emerging issues promptly. Adjustments: Be prepared to make adjustments to the action plan as needed. Long-Term Solutions: Focus on long-term relationship building and trust restoration.
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Richard Bostock PMP, SAFe®
Partnerships Developer | Program & PMO Manager | Host of PPPM Behind The Scenes and C-Innovation podcasts
Monitor progress directly and indirectly, via 1:1's and group meetings. Ask for feedback outside your team, and beware of some people's hidden agendas.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Regularly check in with the team to monitor the progress of conflict resolution efforts. Assess the effectiveness of the implemented solutions and make adjustments as necessary. Provide ongoing support and mediation if needed to ensure that the team remains cohesive and productive. Continuous monitoring helps in preventing the recurrence of conflicts and promotes a positive team dynamic.
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Umer Wasi
Program Manager @ INVEXAL | Executive MBA in Marketing
Regularly assessing the effectiveness of implemented solutions allows for adjustments if needed, ensuring sustained resolution and preventing recurring conflicts.
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Mohamed Hisham, MSc, PMP®, PMI-SP®, PMI-RMP®
Corporate PMO Senior Manager
It is crucial to consider and allow more team building activities that allow team members to interact and communicate in non-related work activities. This facilitates the resolution process and increases the harmony between the team members.
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Christopher Thorpe
Senior Telecoms Leader providing operational excellence and fantastic results
Consider investing in conflict resolution training and professional development for your team. Equipping team members with the skills to manage conflicts constructively can lead to a more harmonious and efficient work environment. Additionally, fostering a culture of respect, inclusion, and open communication from the outset can prevent many conflicts from arising. Encourage team members to provide feedback on the conflict resolution process to identify areas for improvement and ensure that the strategies remain effective over time. Regularly revisiting and refining your approach to conflict management will help maintain a positive and collaborative team culture.
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