How do you resolve conflicting team roles and expectations?

1 What is the RACI model?

The RACI model is a tool that helps define and communicate the roles and responsibilities of each team member in a project or task. RACI stands for Responsible, Accountable, Consulted, and Informed. Responsible means the person who does the work, accountable means the person who approves the work, consulted means the person who provides input or advice, and informed means the person who needs to be updated on the progress or outcome. By using the RACI model, you can clarify who does what, who makes decisions, who needs to be involved, and who needs to be informed, reducing confusion and conflict.

2 How to use active listening?

Active listening is a skill that involves paying attention, showing interest, reflecting, summarizing, and asking questions to understand the other person's perspective and feelings. Active listening is essential for resolving conflict, as it helps you empathize, validate, and build rapport with your team members. When you listen actively, you can avoid misunderstandings, assumptions, and judgments that can escalate the conflict. You can also identify the underlying needs, interests, and goals of each party, and find common ground or solutions that satisfy everyone.

3 How to give and receive feedback?

Feedback is a constructive way of sharing your observations, opinions, and suggestions with your team members, and receiving their input and perspectives as well. Feedback can help you improve your performance, learn from your mistakes, and celebrate your achievements. However, feedback can also trigger negative emotions, such as defensiveness, resentment, or anger, if it is not delivered or received properly. To give feedback effectively, you should be specific, timely, respectful, and supportive. To receive feedback gracefully, you should be open-minded, curious, appreciative, and action-oriented.

4 How to negotiate and compromise?

Negotiation and compromise are strategies that can help you resolve conflict when there are competing or incompatible goals, preferences, or expectations among your team members. Negotiation is a process of dialogue and exchange that aims to reach an agreement that benefits all parties. Compromise is a form of negotiation that involves making concessions or trade-offs to reach a satisfactory outcome. To negotiate and compromise successfully, you should prepare well, communicate clearly, listen attentively, focus on interests rather than positions, explore options and alternatives, and seek win-win solutions.

5 How to follow up and monitor?

Follow up and monitor are steps that can help you ensure that the conflict is resolved and the agreement is implemented. Follow up means checking in with your team members to see how they are doing, how they feel about the resolution, and if they need any support or assistance. Monitor means tracking the progress and results of the actions and tasks that were agreed upon, and evaluating if they meet the expectations and goals. By following up and monitoring, you can reinforce trust and accountability, address any issues or challenges, and celebrate your team's success.

6 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?