Exercise "Conflict Management"

Summary¶

Here you will find the definitions of the most important terms from this chapter.

Four-point conflict resolution list¶

The Four-point conflict resolution is a conflict resolution method executed in four steps: noticing a conflict, addressing the conflict, finding solutions, and implementing the proposed solution.

Objective conflict level¶

Can be divided into goal-related, evaluation-related and distribution conflicts.

Psychosocial conflict level¶

Psychosocial conflicts usually occur when different personalities and values clash.

Conflicts arise when different project participants pursue different goals in the same project.

These conflicts arise in a project when the participants evaluate facts differently because they perceive and process information in different ways.

Distribution conflicts¶

These conflicts arise when different project participants compete for the same resources.

Spiral of conflict¶

The spiral of conflict is a series of stages that a conflict goes through during an escalation. These are: misunderstanding, confusion, anger, blame, alienation and hostility.

Test yourself¶

Try to answer the following questions on your own. Take your time and think carefully before checking the solutions.

How can conflicts arise?

Conflicts are essentially characterised by the incompatibility of actions, motives, or behaviours. Different project team members may have different expectations of the project.
Many conflicts arise due to the personality or personal behaviour of project team members.

How can conflicts be resolved?

The participants come to a compromise.
The Scrum Master or Project Manager acts as a mediator.
An (external) consultant is called in.
It is escalated to a higher level in the company.

What measures can be taken to avoid a conflict?

An open information policy and transparency towards stakeholders.
Involve stakeholders in Sprint Retrospectives or feedback meetings.
Take concerns and fears seriously and encourage team members to discuss them openly.
Create a climate of trust.
Give and demand regular feedback.

What functions can conflicts have?

They indicate that change is necessary.
They point out opportunities.
They "clear the air" in unpleasant and obstructive situations.
They lead to a mature project culture.
They promote team spirit.
They enable team solutions.
They reveal issues and clarify ambiguities.
They promote personal development, as people learn from conflict situations.

Which causes of conflict can be found on which levels?

Objective level
- Goal-related conflicts - Evaluation-related conflicts - Distributional conflicts

Psychosocial level (= emotional level)