December 22, 2006

Conflict Management Approaches

Approach Description When to use
Problem - Solving The problem-solving approach involves supporting the individuals involved in the conflict to help them consider all the options and find the best solution. Sometimes refered to as the Confrontation approach. This approach should be employed in situations where there is not a clear concise agreed to solution, and there is time to allow the parties to collaborate and innovate. For this approach to work, it is also important that the conflicting parties both bring ideas and creativity to the problem.
Comprise Comprise involves working out a middle ground that satisfies all parties to some degree. The compromising approach requires each of the conflicting members to accede in order to achieve a resolution. This approach should be employed in situations when both parties have a valid but different approach to resolve the problem or complete the task hand, or when there is not a best practice to be followed. By assuring everyone's perspective is considered and represented, this approach will allow a win-win situation to occur.
Smoothing Smoothing de-emphasizes the differences between points of view and focuses on commonalities. The smoothing approach involves minimizing the importance of the problem at the heart of the conflict in an effort to make the conflict seem pointless. This approach is particularly useful for minor or unimportant issues, or issues that are not critical to project success.
Forcing The forcing approach requires others to yield to the point of view of one side or another. It is also called the win-lose approach and can increase conflict. The forcing approach involves you, as project manager, using your influence and power within the project team to simply resolve the issue yourself, making a decision about the way to move forward. This approach should be used when time is a critical factor. It is imperative that the project manager provides the desired resolution to the conflict. This approach doesn't solve the conflict, but it does ensure that things get done.
Withdrawal Withdrawal involves avoiding or retreating from the conflict or potential conflict and allowing the involved parties to work out the conflict on their own. The withdrawing approach involves giving in to the conflict by simply refusing to acknowledge that there is a problem and declining to discuss it. Because this approach involves avoiding the problem, it should not be used very often. It can be a temporary solution to deal with heated and emotional conflicts, or it can be used if the issue isn't relevant to the work of the project team.
Posted by Elyse at December 22, 2006 6:27 AM
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