conflicts are inevitable (especially in an industry requiring precise tangible deliverables)
conflicts are intimidating (engaging in a conflict has most people in a frenzy)
unresolved conflicts have serious consequences (emotional / financial / personal)
Typical stakeholders in a project:
the corporation (client)
the consultant (desinger)
the general contractor (builder)
the community (owners of the building)
Why conflicts occur?
resources (money / time scarcity typically applies added pressure on the parties that may result in failure to achieve the set goals)
differing viewpoints (different backgrounds / work ethics / experiences are projected onto any required interaction may result in friction)
lack of information (when there is no clear definition of roles / responsibilities / scope "blurred lines" may cause disputes)
expectations (when expectations and benchmarks for acceptable deliverable are not clearly defined disputes may lead to conflict)
Conflict Resolution Strategies:
VERBAL COMMUNICATION
Tone
Select proper words for the audience
Ability to Actively listen - focus on dialogue
Clear concise speech
NON-VERBAL COMMUNICATION
Body Language - Posture / "Mirroring"
Eye Contact
Position in the Room
Self awareness.
Consistency with verbal communication cues.
MANAGING EMOTIONS
Self Awareness of your emotional state during dispute.
What disposition you bring to the discussion.
Control of your Emotions even in a heated debate.
Know your strengths / weaknesses and beliefs.
Know how others perceive you
PERSUASION AND NEGOTIATION
How to change people's mind through Persuasion (looking at it from your framework)
How to come to a mutually acceptable agreement (compromise). Need to understand the other persons position.
Ability to foresee and mitigate a potential conflict is achieved with:
EXPERIENCE (The more you deal with conflicts the easier it may become.)
CLEAR COMMUNICATION (Transparency and Clarity will mitigate a lot of misunderstanding)
ESTABLISHING BENCHMARKS (Setting clear expectations of deliverables using written communication / examples / photos / schedules / mock ups and samples.)
MANAGING EXPECTATIONS (Have the difficult conversations upfront. Be clear on what can or cannot be achieved and do not be intimidated by outspoken or forceful stakeholders.)
KNOWLEDGE (Know your rights, know your limitations, know when to call for help!)
INFORMATION Lack of understanding leads to uncertainty, leads to antagonism and conflict.)