Conflict often feels inevitable in a project environment. Perhaps it’s the nature of delivering something new. However, when conflicts escalate, there is a chance that they may result in formal complaints. This may even go as far as jeopardising the success of the project. Managing project conflict in an effective manner is crucial to maintain cohesion within the team. Proper conflict management can also ensure that you deliver your project on time whilst also fostering a work environment that is positive for all of your team members. However, project conflict is a complex issue.
Let’s take a look at how to manage project conflict, and deal with complaints that may arise because of it.
Understanding conflict in project management
Conflict in your projects can arise from a number of different sources. These include differing expectations, resource allocation, leadership styles, and also communication breakdowns. Some of the common triggers include:
- Miscommunication – When there are clear instructions or goals that are misunderstood this can lead to disputes.
- Resource constraints – Limited budgets, time or workforce can create tension amongst your stakeholders.
- Stakeholder misalignment – When there are differing interests amongst the members of your team, your clients, and the executives of your project, this can generate friction.
- Role ambiguity – If there are unclear responsibilities within your project this can cause confusion and also frustration.
- Personality clashes – It is fair to say that different members of the team are likely to have different working styles, values, and even interpersonal relationships. Many of these things can contribute towards conflicts within your team.
Complaints within project management
When these conflicts are not managed in an effective manner they can often escalate to the point where they become formal complaints. This can have a negative effect on your workflow and can also hinder your productivity and even damage relationships. Common project complaints may include:
- Unrealistic deadlines – If you have deadlines that do not consider the full workload then your employees may protest against these. Unrealistic deadlines are those where you try to cram too much work into too short spaces of time. This can lead to stress amongst your project team and also may result in mistakes being made.
- Lack of clear leadership – When there is a poorly defined hierarchy within your project team this can lead to frustration.
- Unfair work distribution – As part of any good project plan, it is important that all of the work for the project is distributed between the team, this distribution should be based on their skills and availability. However, if this workload is not distributed evenly amongst the team, it can cause resentment to build.
- Poor communication – As you will learn during any project manager courses communication is the keystone of good project management. If there is a lack of transparency within your team this can effectively read the trust that your team may have.
- Change management issues – If there are frequent scope changes within your project without proper consultation this can result in dissatisfaction.
How do you address complaints effectively and fairly?
Within any project team there is the potential for conflict. As a project manager it is important that you mitigate any touchpoints to allow the project to flow as smoothly as possible. This can be done by considering the following strategies, but clearly takes time and experience:
1. Encourage open communication – This can be done by promoting a culture of transparency within your project team. This allows the various members of your team to express any concerns they might have before these concerns escalate into major complaints.
2. Conflict resolution framework – It is important to establish a clear dispute resolution mechanism that ensures any conflicts are handled in a professional manner. This might involve mediation, escalation procedures or even direct negotiations.
3. Stakeholder engagement – It is important to establish regular check-ins with your stakeholders. These will help you to align any expectations, address any grievances as early as possible and also foster collaboration.
4. Balanced workload distribution – All tasks should be fairly assigned in order to prevent friction occurring within your team. This will also ensure that everyone contributes equally to the success of the project.
5. Effective leadership – When there is strong project leadership, this encourages teamwork. It also ensures accountability whilst maintaining clear objectives.
6. Proactive risk management – It is important to anticipate any potential disputes and implement any preventative measures possible. This will help to avoid escalating tensions within your team.
Addressing complaints on a case-by-case basis
How you address each individual complaint will depend to an extent on what the actual complaint is. Also how it arose from the conflict. However, it is important as a project manager that you find solutions to address any underlying issues that have occurred. That way, you can prevent future conflicts. Ask questions, find out what has happened and work towards finding the root of the issue. That way you can find the best method of resolving it. Not necessarily easy but no one ever promised being a project manager would be a walk in the park. At least not to me!
Training can help
You may also want to consider measures like training and development for your team. This will help to develop professional skills for everyone, at all levels. Once you have found methods that work, remember to regularly review and improve on your processes. We can all benefit from continuing professional development.
Conflicts and complaints in a project environment are unfortunately all too inevitable. However, with effective strategies in place, they can be managed in ways that are constructive. Strong leadership, open communication, and of course proactive problem-solving are all essential. They support smooth project execution and a productive working environment for all.
