How do you evaluate and learn from the outcomes of cross-functional conflict resolution?

1 Define the criteria

Before you can evaluate the outcomes of cross-functional conflict resolution, you need to define the criteria that will guide your analysis. These criteria should reflect the goals and expectations of the project, as well as the interests and needs of the parties involved. Some common criteria are: satisfaction, trust, communication, cooperation, innovation, quality, and efficiency. You can use quantitative and qualitative methods to measure these criteria, such as surveys, feedback, interviews, observations, and performance indicators.

2 Compare the results

Once you have defined the criteria, you need to compare the results of your conflict resolution process with the baseline situation before the conflict. How did the conflict resolution affect the project outcomes and the stakeholder relationships? What were the positive and negative effects? Did you achieve the desired goals and meet the expectations? Did you address the root causes and prevent the recurrence of the conflict? You can use tools like SWOT analysis, gap analysis, or cost-benefit analysis to compare the results and identify the strengths and weaknesses of your conflict resolution approach.

3 Gather the feedback

Another important step in evaluating the outcomes of cross-functional conflict resolution is to gather the feedback from the parties involved. This will help you understand their perspectives, opinions, and feelings about the process and the results. You can ask them to rate their satisfaction, trust, communication, cooperation, and innovation levels before and after the conflict resolution. You can also ask them to share their insights, suggestions, and recommendations for improvement. You can use methods like surveys, feedback forms, interviews, or focus groups to collect the feedback.

4 Analyze the feedback

After you have gathered the feedback, you need to analyze it and look for patterns, themes, and gaps. What are the common and divergent views among the parties? What are the main sources of satisfaction and dissatisfaction? What are the best practices and the pitfalls of your conflict resolution process? What are the opportunities and threats for your future cross-functional projects? You can use techniques like content analysis, thematic analysis, or sentiment analysis to analyze the feedback and draw conclusions.

5 Identify the lessons learned

Based on your analysis of the results and the feedback, you need to identify the lessons learned from your cross-functional conflict resolution experience. These are the key takeaways that will help you improve your skills, strategies, and methods for dealing with future conflicts. You can use questions like: What worked well and what didn't? What did you learn about yourself, your team, and your stakeholders? What did you learn about the conflict situation and the resolution process? What would you do differently next time? You can use tools like a lessons learned template, a matrix, or a report to document your lessons learned.

6 Apply the lessons learned

The final step in evaluating and learning from the outcomes of cross-functional conflict resolution is to apply the lessons learned to your next project. This will help you avoid repeating the same mistakes, enhance your performance and relationships, and foster a culture of learning and improvement. You can use actions like: updating your conflict resolution plan, revising your communication and collaboration protocols, providing training and coaching, sharing best practices and feedback, and celebrating successes. You can also monitor and measure the impact of your actions and adjust them as needed.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?