You're facing a difficult conflict in program management. What's the best way to resolve it?

1 Identify the source

The first step to resolving conflict is to understand its root cause and nature. Conflict can arise from different sources, such as miscommunication, unclear expectations, competing interests, personality clashes, or resource constraints. Some conflicts are substantive, meaning they involve disagreements over the content or outcome of the program. Others are relational, meaning they involve emotions, values, or personal styles. To identify the source of conflict, you need to gather information from all parties involved, listen actively, and ask open-ended questions.

2 Assess the impact

The next step is to evaluate how the conflict affects your program and its stakeholders. Not all conflicts are equally important or urgent. Some conflicts may have a significant impact on your program's scope, schedule, quality, or budget. Others may have a minor or negligible impact, or even a positive one if they stimulate creativity and innovation. To assess the impact of conflict, you need to consider the following factors: the severity, frequency, and duration of the conflict; the number and influence of the people involved; the alignment or divergence of the goals and interests of the parties; and the potential risks or opportunities for your program.

3 Choose a strategy

The third step is to select an appropriate strategy to resolve or manage the conflict. There is no one-size-fits-all solution for conflict resolution. Different strategies may be more or less effective depending on the situation and the people involved. Some common strategies are: avoiding, accommodating, compromising, collaborating, and competing. To choose a strategy, you need to balance the importance of the issue and the relationship, as well as your own style and preferences.

4 Implement the solution

The final step is to execute the chosen strategy and monitor its results. Depending on the strategy, this may involve negotiating, mediating, facilitating, or arbitrating the conflict. The goal is to reach a mutually acceptable or beneficial outcome that meets the program's requirements and satisfies the stakeholders' needs and expectations. To implement the solution, you need to communicate clearly, respectfully, and assertively; focus on interests rather than positions; generate and evaluate alternatives; and document and follow up on agreements.

Conflict is unavoidable in program management, but it does not have to be destructive or detrimental. By following these steps, you can turn conflict into an opportunity for learning, improvement, and collaboration. Remember, conflict is not a sign of failure, but a challenge to overcome.

5 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?