1. 1. PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS SATURDAY HALF DAY EDUCATION SESSION LAKESHORE PMI CHAPTER MISSISSAUGA SEPTEMBER 26, 2015 PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
2. 2. AGENDA DEFINE CONFLICT WHY STUDY CONFLICT? WHO IS RESPONSIBLE? SOURCES OF CONFLICT IN PROJECT MANAGEMENT PERSONAL CONFLICT REACTION PROFILE TYPES OF CONFLICT EXERCISE AND DISCUSSION PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
3. 3. SCHEDULE 9:00 9:30 30 min presentation 9:30 10:00 30 min group work 10:00 10:30 30 min reports, discussion 10:30 10:45 15 min break 10:45 11:00 15 min test 11:00 11:15 15 min group work 11:15 11:30 15 min reports, discussion 11:30 11:50 20 min presentation 11:50 12:10 20 min group work 12:10 12:30 20 min reports, discussions, questions PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
4. 4. DEFINE CONFLICT PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
5. 5. 17 HORSES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
6. 6. 17 HORSES 3 SONS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
7. 7. 1/2 1/3 1/9PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
8. 8. 1/2 1/3 1/9 17 HORSES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
9. 9. 1/2 1/3 1/9 17 HORSES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
10. 10. PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
11. 11. PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
12. 12. CONFLICT : THE PROBLEM BETWEEN OPPOSING FORCES IN THE STORY: - MAN VS. MAN - MAN VS. NATURE - MAN VS. SOCIETY - MAN VS. SELF LITERATURE CLASS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
13. 13. CONFLICT : A STRUGGLE FOR POWER, PROPERTY, ETC. : STRONG DISAGREEMENT BETWEEN PEOPLE, GROUPS, ETC., THAT RESULTS IN OFTEN ANGRY ARGUMENT : A DIFFERENCE THAT PREVENTS AGREEMENT : DISAGREEMENT BETWEEN IDEAS, FEELINGS, ETC. MERRIAM-WEBSTER PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
14. 14. DICTIONARY.COM PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
15. 15. TWO MAN IN THE SAME COUNTY MARK HORSTMAN, CO-FOUNDER OF MANAGER TOOLS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
16. 16. PROJECT STAKEHOLDERS NOT AGREED UPON GOALS AND/OR PRIORITIES VITALIY FURSOV PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
17. 17. WHY STUDY CONFLICT? PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
18. 18. THE AVERAGE AMERICAN WORKER SPENDS 2.8 HOURS A WEEK DEALING WITH CONFLICT IN THE OFFICE A STUDY OF OVER 5,000 WORKERS COMPLETED BY CONSAULTING PSYCHOLOGISTS PRESS IN 2014: PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
19. 19. CHRONIC UNRESOLVED CONFLICT IN THE OFFICE IS THE DECIDING FACTOR IN 50% OF CASES WHERE AN EMPLOYEE CHOOSES TO LEAVE THEIR JOB, AND IS ONE OF THE PRIMARY CAUSES CITED IN 90% OF TERMINATIONS A STUDY OF OVER 5,000 WORKERS COMPLETED BY CONSAULTING PSYCHOLOGISTS PRESS IN 2014: PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
20. 20. 49% OF WORKERS SURVEYED AGREED THAT DIFFERENCES IN PERSONALITY TRIGGERED MOST OF THE INTERPERSONAL CONFLICTS IN THE OFFICE A STUDY OF OVER 5,000 WORKERS COMPLETED BY CONSAULTING PSYCHOLOGISTS PRESS IN 2014: PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
21. 21. 42% OF EMPLOYEES FELT THAT THEIR EMPLOYERS NEEDED TO DO A BETTER JOB OF ADDRESSING PERSONAL CONFLICT IN THE WORKPLACE A STUDY OF OVER 5,000 WORKERS COMPLETED BY CONSAULTING PSYCHOLOGISTS PRESS IN 2014: PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
22. 22. WHO IS RESPONSIBLE? PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
23. 23. PROJECT MANAGERS MAY BE RESPONSIBLE FOR CAUSING CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
24. 24. SOURCES OF CONFLICT IN PROJECT MANAGEMENT PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
25. 25. SOURCES OF CONFLICTS IN PROJECT MANAGEMENT Knowledge Areas Project Management Process Groups PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
26. 26. SOURCES OF CONFLICTS IN PROJECT MANAGEMENT Knowledge Areas Project Management Process Groups Initiating Planning Executing Monitoring & Controlling Closing Project Integration Project Scope Mgmt Project Time Mgmt Project Cost Mgmt Project Quality Mgmt Project Human Resource Mgmt Project Communication Mgmt Project Risk Mgmt Project Procurement Mgmt Project Stakeholder Mgmt PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
27. 27. 1. DIFFERENT STAKEHOLDER INTERESTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
28. 28. 2. PROJECT MANAGER MANAGEMENT STYLE PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
29. 29. 3. PROJECT TEAM HISTORY PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
30. 30. 4. SCOPE CHANGES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
31. 31. 5. SCHEDULE CHANGES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
32. 32. 6. PROJECT FAILURE (OR CANCELLATION) PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
33. 33. 7. DECLINED CHANGE REQUESTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
34. 34. 8. DISAGREEMENTS WITH VENDORS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
35. 35. 9. DISPUTES OVER PROJECT MANAGEMENT METHODOLOGY PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
36. 36. 10. DISAGREEMENT OVER COMMUNICATION METHODS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
37. 37. CONFLICT REACTION PROFILE PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
38. 38. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME SELF-ASSESSMENT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
39. 39. 1. _____ I CAN BE SWAYED TO SOMEONE ELSES POINT OF VIEW. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
40. 40. 2. _____ I SHUT DOWN PEOPLE WHO I DISAGREE WITH. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
41. 41. 3. _____ I ADDRESS THE ISSUE AT HAND DIPLOMATICALLY AND DO NOT ATTACK THE INDIVIDUAL. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
42. 42. 4. _____ I THINK THAT OTHERS TRY TO BULLY THEIR WAY WITH ME. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
43. 43. 5. _____ I EXPRESS MY THOUGHTS AND BELIEFS TACTFULLY WHEN THEY DIFFER FROM THOSE JUST EXPRESSED. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
44. 44. 6. _____ RATHER THAN OFFER MY OPINION WHEN I DISAGREE WITH SOMEONE, I KEEP IT TO MYSELF. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
45. 45. 7. _____ I LISTEN TO OTHER PEOPLES POINT OF VIEW WITH AN OPEN MIND. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
46. 46. 8. _____ I LET MY EMOTIONS GET THE BEST OF ME. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
47. 47. 9. _____ I RAISE MY VOICE TO MAKE MY POINT. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
48. 48. 10. _____ I TEND TO BELITTLE OTHER PEOPLE WHEN MAKING MY POINT. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
49. 49. 11. _____ I LOOK FOR WAYS TO NEGOTIATE AND COMPROMISE WITH OTHERS. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
50. 50. 12. _____ I HAVE BEEN TOLD I AM TOO PUSHY. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
51. 51. 13. _____ I MAKE SURE I HAVE MY OPINION HEARD IN ANY CONTROVERSY. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
52. 52. 14. _____ I THINK CONFLICT IN MEETINGS IS NECESSARY. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
53. 53. 15. _____ I AM THE MOST VOCAL IN MEETINGS WHEN TRYING TO GET MY POINT ACROSS. 1 = SELDOM 2 = SOMETIMES 3 = MOST OF THE TIME PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
54. 54. SCORING: ADD THE TOTAL SCORE FROM QUESTIONS 1, 2, 4, 6, 8, 9, 10, 12, 13, 14, 15 SUBTRACT THE SUM OF THE SCORE FROM QUESTIONS 3, 5, 7, 11 TOTAL: A: 1-4 B: 5-10 C: 11+ CONFLICT REACTION PROFILE SCORE PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
55. 55. GROUP WORK PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
56. 56. SCORE 1-4 GROUP A PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
57. 57. 1-4: "PASSIVE" YOU MAY BE SUCH A PUSHOVER THAT YOU ALLOW DIFFICULT PEOPLE TO WALK ALL OVER YOU. YOU MAY BENEFIT FROM LEARNING TO STAND UP FOR YOUR IDEAS AND OPINIONS IN A DIPLOMATIC AND TACTFUL WAY. WHAT DOES YOUR SCORE MEAN? PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
58. 58. SCORE 5-10 GROUP B PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
59. 59. 5-10: ASSERTIVE YOU ARE PROFESSIONALLY ASSERTIVE WHEN DEALING WITH PEOPLE, PARTICULARLY DIFFICULT PEOPLE. CONTINUE TO BE OPEN TO LISTENING TO DIFFERENT POINTS OF VIEW, AND EXPRESS YOUR IDEAS AND OPINIONS APPROPRIATELY. WHAT DOES YOUR SCORE MEAN? PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
60. 60. SCORE 11+ GROUP C PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
61. 61. 11+: "AGGRESSIVE" YOU MAY BE SO COMBATIVE THAT PEOPLE MIGHT AVOID INTERACTING WITH YOU. YOU MAY BENEFIT FROM LEARNING TO LISTEN AND EXPRESS YOUR OPINIONS MORE EFFECTIVELY. WHAT DOES YOUR SCORE MEAN? PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
62. 62. TYPES OF CONFLICT PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
63. 63. 4 TYPES OF CONFLICT Conflicts Interpersonal Process Direction External PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
64. 64. HOW MUCH DO MY PERSONAL BIASES AND PREJUDICES AFFECT THIS SITUATION? INTERPERSONAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
65. 65. IDENTIFY 3 BEHAVIOURS THAT YOU COULD CHANGE - COMMIT TO FOLLOWING THROUGH ON THESE CHANGES FOR AT LEAST 3 MONTHS INTERPERSONAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
66. 66. ASK THE OTHER PERSON INVOLVED HOW YOU COULD DEFUSE THE EXISTING CONFLICT THAT MIGHT SEEM BRUTALLY HONEST INTERPERSONAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
67. 67. HOW DO YOU THINK THEY VIEW YOUR COMMITMENT TO REDUCING CONFLICT? WHY? INTERPERSONAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
68. 68. 5 STRENGTHS OF THE OTHER PERSON & 5 WAYS THAT IMPROVING THIS RELATIONSHIP WOULD BENEFIT YOU INTERPERSONAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
69. 69. HOW MUCH CONTROL DO I HAVE OVER THIS 'PROCESS CONFLICT'? PROCESS CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
70. 70. IDENTIFY THE ROOT CAUSE OF THE PROBLEM AND ANALYZE THE IMPROVEMENT OPPORTUNITY PROCESS CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
71. 71. TALK TO THE "OWNER" OF THE PROCESS AND CLARIFY THE PROBLEM PROCESS CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
72. 72. SUGGEST A WORKABLE SOLUTION AND ACTION PLAN PROCESS CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
73. 73. FOLLOW-THROUGH ON THE PLAN AND EMPOWER THE "OWNER" OF THE PROCESS PROCESS CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
74. 74. AM I CLEAR ON THE DIRECTION OR VISION? DIRECTION CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
75. 75. CLARIFY THE DISCREPANCY TO BE EASILY DESCRIBED IN NEUTRAL WORDS AND TAKE ACTION DIRECTION CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
76. 76. ASK PERMISSION TO ADDRESS THE DISCREPANCY WITH THE OTHER SIDE IN A FRIENDLY, NON-CONFRONTATIONAL WAY AND GAIN AGREEMENT DIRECTION CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
77. 77. USE "I" AND "WE" MESSAGES RATHER THAN "YOU" MESSAGES DIRECTION CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
78. 78. MAKE AUTHENTIC COMMITMENTS DIRECTION CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
79. 79. HOW MUCH CONTROL DO I HAVE OVER THIS FACTOR? EXTERNAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
80. 80. CHOOSE TO FIGHT BATTLES THAT ARE WORTH THE PRICE EXTERNAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
81. 81. PUT YOUR ENERGY INTO THINGS YOU "CAN DO" RATHER THAN COMPLAIN ABOUT WHAT YOU "CAN'T DO" EXTERNAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
82. 82. DO SOMETHING GOOD FOR OTHERS EXTERNAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
83. 83. MAINTAIN PERSPECTIVE AND A SENSE OF PURPOSE EXTERNAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
84. 84. TALK TO SOMEONE YOU TRUST EXTERNAL CONFLICT PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
85. 85. EXERCISE AND DISCUSSION PRACTICAL TIPS FOR RESOLVING PROJECT MANAGEMENT CONFLICTS PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
86. 86. 1/2 1/3 1/9 17 HORSES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
87. 87. 1/2 1/3 1/9 17 HORSES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
88. 88. 1/2 1/3 1/9 18 HORSES PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
89. 89. 1/2 1/3 1/9 18 HORSES 9 6 2 PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
90. 90. 1/2 1/3 1/9 18 HORSES 9 + 6 + 2 17 PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
91. 91. PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
92. 92. THE ATTITUDE OF NEGOTIATION AND PROBLEM SOLVING IS TO FIND THE PROVERBIAL "18TH HORSE" OR "COMMON GROUND" ONCE THE "COMMON GROUND" IS FOUND, THE ISSUE IS RESOLVED MORALE PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015
93. 93. TO REACH A SOLUTION, THE FIRST STEP IS TO BELIEVE THAT THERE IS A SOLUTION MORALE PREPARED BY VITALIY FURSOV THE NORNS LABORATORIES, 2015