Resolving Team Member Conflicts
Conflicts are a part of any project team and can occur more often with virtual teams as it is sometimes easier to have a conflict with someone that is not working alongside you. I have found that conflicts occur more often on those virtual project teams that have not had the opportunity to get to know each other beforehand (a bit of socializing before getting down to project work!)
When a conflict cannot be resolved by the two or more individuals who are having a conflict, it is essential that the project manager step in to help resolve the conflict. For virtual meetings to resolve conflict I prefer to use a virtual meeting platform where we can (ideally) see each other rather than just talking over a phone.
Follow these best practice steps to collaboratively resolve conflicts on the virtual project team:
- Set ground rules for the conflict resolution discussion.
- State the conflict to be resolved in clear, concise, non-judgmental language. Keep the description of the conflict neutral.
- Clarify that there is understanding among all team members involved as to what is the conflict.
- Discuss areas of agreement (what is already resolved) and areas of disagreement (what needs to be resolved still).
- Begin discussion. Use a round robin technique to manage virtual conflict resolution meetings ensuring everyone involved has an opportunity to speak without interruption.
- Ensure that all participants listen carefully to each other’s point of view and ask for clarification as needed to ensure understanding.
- Should conversations get heated, take a break and, when you restart, restate ground rules and begin again.
- Develop, in conjunction with those having the conflict, alternatives to resolve the conflict to the satisfaction of all parties.
- Evaluate win-win solutions and agree upon a solution.
- Establish an action plan to implement the solution.
Be prepared to not fully resolve the conflict in one virtual meeting. If necessary, compile all information and share with all team members to ensure the information is complete and accurate. Schedule another meeting for a decision to be made based on the data gathered and after team members have a chance to review the information.
If necessary, for particularly troublesome conflict situations, ask the team sponsor to assist in resolving the conflict. Don’t ignore conflict or hope it will just go away on its own. If the team members cannot resolve conflict between them in a timely manner, it is up to the project manager to help sort it out and get the team back on track and working effectively together.
