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Exercises "Conflict Management"


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

Four-point conflict resolution list

  1. Identify the conflict
  2. Address the conflict
  3. Find a solution
  4. Implement the 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

  1. Misunderstanding
  2. Confusion
  3. Anger
  4. Blame
  5. Alienation
  6. Resentment

Test yourself

Please answer the following questions independently. Take your time and think carefully about what you want to answer before having a look at the solutions.

How can conflicts arise?
  • Conflicts are basically characterised by the incompatibility of actions, motives or behaviours. Different project team members may have different expectations of the project.

  • Many conflicts arise because of the personality or personal behaviour of the project team members.

How can conflicts be resolved?
  • The participants come to a compromise.
  • The Scrum Master / Project Manager acts as 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?
  • Open information policy and transparency towards stakeholders.
  • Involve stakeholders in the Sprint Retrospective or in feedback meetings.
  • Take fears and concerns seriously and encourage team members to talk openly about them.
  • 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)