Last updated on Apr 2, 2024

Your consulting team is in conflict with a client over project timelines. What’s the best way to resolve it?

As an IT consultant, you may face situations where your client disagrees with your project timelines or expects you to deliver faster than you planned. This can create conflict and frustration for both parties, and affect the quality and success of your project. How can you resolve this issue and maintain a positive and productive relationship with your client? Here are some tips to help you.

1 Understand the root cause

The first step to resolving any conflict is to understand the root cause of it. Why does your client have different expectations or opinions about the project timelines? Is it because they have a deadline, a budget constraint, a change in scope, or a lack of understanding of the technical complexity? Or is it because you have underestimated the time, resources, or risks involved in the project? Try to have an open and honest conversation with your client to identify the source of the problem and empathize with their perspective.

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2 Communicate clearly and frequently

The second step to resolving any conflict is to communicate clearly and frequently with your client. Don't assume that they know or agree with your project plan, milestones, deliverables, or dependencies. Instead, share your project status, progress, challenges, and risks regularly and transparently. Use visual tools, such as Gantt charts, dashboards, or reports, to show your client how you are managing the project and what you need from them. Also, listen to their feedback, concerns, and questions, and address them promptly and respectfully.

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Jesmitha T.

Process Coordinator
One thing I have found helpful is to communicate each and every aspect, details in writing. Rather than assuming they know what we need from them. Clear communication is the key to a successful association throughout the project.
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3 Negotiate and compromise

The third step to resolving any conflict is to negotiate and compromise with your client. Sometimes, you may have to adjust your project timelines to accommodate their needs or requests, as long as they are reasonable and do not compromise the quality or scope of your project. For example, you may prioritize some features over others, delegate some tasks to other team members, or use some shortcuts or workarounds. However, you should also set clear boundaries and expectations with your client, and explain the trade-offs and consequences of changing the project timelines. For example, you may ask them to extend the deadline, increase the budget, reduce the scope, or accept some risks.

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Giuseppe Sanero

✨Independent IT Consultant | 🏆50 Top Voice in Computer Science | 🍄Mycologist no. 3359 of the Italian Register | 🌍Bureaucrat of Wikipedia in Piedmontese
Resolving conflicts between a consulting team and a client over project timelines requires open communication, a mutual understanding of needs, and effective negotiation. First of all I would work with the client to identify priorities and focus on the most critical or urgent parts of the work. Furthermore, I would try to find common ground or a compromise that satisfies both parties. This might include redefining project timelines, reallocating resources, or revising expectations. Finally, if changes to project timelines result in changes to the contract, I would negotiate transparently and in good faith. The changes must be documented and approved by both parties.
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4 Seek external help

The fourth step to resolving any conflict is to seek external help if you cannot reach an agreement with your client. Sometimes, you may need a third party, such as a project manager, a mediator, or a senior executive, to intervene and facilitate the discussion. They can help you and your client to find a common ground, resolve any misunderstandings, and propose a mutually acceptable solution. They can also help you to document the agreement and follow up on the implementation.

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5 Learn and improve

The fifth step to resolving any conflict is to learn and improve from the experience. After you have resolved the conflict with your client, you should reflect on what went well and what went wrong, and how you can prevent or minimize similar conflicts in the future. You should also solicit feedback from your client and your team, and identify any areas for improvement. You should also celebrate your achievements and appreciate your client and your team for their cooperation and support.

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Valeriana Colón, Ph.D.

Learning Scientist | Future-proofing orgs with IT process innovation
Resolving conflicts over project timelines with a client involves a willingness to learn from the situation and seek improvements. In my experience, it's critical to first understand the client's concerns and perspectives fully. Open communication and negotiation can often lead to a compromise that satisfies both parties. One thing I've found helpful is to review the project plan together, identifying any areas where adjustments can be made or resources can be reallocated to meet critical deadlines without compromising quality. Discuss how similar issues can be avoided in the future, perhaps by setting more realistic timelines or improving status updates. A mistake to avoid is being rigid and refusing to adjust timelines or project scope.
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6 Maintain a positive relationship

The sixth and final step to resolving any conflict is to maintain a positive relationship with your client. Even if you have had some disagreements or challenges with your client, you should not let them affect your professional and personal rapport. You should express your gratitude, appreciation, and respect for your client, and acknowledge their contribution and value to your project. You should also keep in touch with your client, and offer your assistance, advice, or support if they need it. By doing so, you can build trust, loyalty, and satisfaction with your client, and enhance your reputation and credibility as an IT consultant.

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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?

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IT Consulting

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Your consulting team is in conflict with a client over project timelines. What’s the best way to resolve it?

1

2

3

4

5

6

7

1 Understand the root cause

2 Communicate clearly and frequently

3 Negotiate and compromise

4 Seek external help

5 Learn and improve

6 Maintain a positive relationship

7 Here’s what else to consider

IT Consulting

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Your consulting team is in conflict with a client over project timelines. What’s the best way to resolve it?

1

2

3

4

5

6

7

1 Understand the root cause

2 Communicate clearly and frequently

3 Negotiate and compromise

4 Seek external help

5 Learn and improve

6 Maintain a positive relationship

7 Here’s what else to consider

IT Consulting

Rate this article

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