工程项目管理英文课件：class14-conflicts

Conflicts1CONFLICTSNormalpartofProjectManagementMostconflictsoccurearlyinaprojectwhenobjectivesarebeingdeveloped.Objectiverelatedconflictscanberesolvedwithawelldefinedprocesstocaptureallthestakeholderideasandwants.Othersourcesofconflictsinclude:manpowerresources,expenditures,facilities,costs,technicaltrade-offs,priorities,procedures,scheduling,responsibilitiesandpersonalities.2ObjectivesObjectivesmustbespecific,measurable,attainable,realisticandtangible.SMARTObjectivesmustbeconsistentwithinaproject.Forexample,onavehicleprogram,thefueleconomyobjectivemustbeconsistentwiththeweight,aerodynamics,performanceandhardwareassumptions.Projectsrequireaplantodefinealltheassumptionsacrossfunctionstodelivertheagreed-toobjectives.3Example:VehicleProgramsStartbydefining“Targets”basedoncompetitiveanalysis,anticipatedregulatoryrequirements,spendingbudgets,marketingwants,technologyforecasts,resourceavailability,timehorizon,supplierconstraintsandmanufacturingstrategy.Establishaseriesofmilestonestoreviewtheproposedtargetsandgetseniormanagementagreement.Finally,establishaseniorlevelmeetingwherethetargetsbecometheobjectives.Communicatetheobjectivesthroughouttheprojectteam.4ConflictManagementTheeffectivemanager:KnowstheorganizationListenswithunderstandingratherthanevaluationClarifiesthenatureoftheconflictUnderstandsthefeelingsofothersSuggestsproceduresforresolvingtheconflictsMaintainsrelationshipswithdisputingpartiesFacilitatescommunicationandseeksresolution5ConflictResolutionModesKerznerdescribesfiveconflictresolutionmodesConfrontingorCollaboratingCompromisingSmoothingorAccommodatingForcingorBeingAssertiveAvoidingorWithdrawing6ConfrontingorCollaboratingBothpartiesmeetface-to-facetosolvetheproblemThismethodshouldbeused:WhenthereistrustWhenthereisenoughtimeWhenyouhaveconfidenceintheotherperson’sabilityTocreateacommonpowerbaseToreducecostToattackacommonfoeWhenskillsarecomplimentary7CompromisingCompromiseisa“giveandtake”approach.Compromiseshouldbeusedwhen:BothpartiesneedtobewinnersWhenyoucannotwinWhenothersareasstrongasyouWhenyouhavenottimetowinTomaintainyourrelationshipwithyouropponentWhenyouarenotsureyouarerightWhenyougetnothingifyoudonotToavoidgivingtheimpressionof“fighting”8SmoothingorAccommodatingThisapproachisanattempttoreduceemotionsbyhighlightingwherethereisagreement.Partiesneedtostayatthetablebecauseasolutionispossible.Smoothingshouldbeused:WhenthestakesarelowTomaintainharmonyToreachanoverarchinggoalTocreateobligationforatrade-offatalaterdateTogaintime9ForcingForcingiswhenonepartyforcesasolutionontheotherForcingshouldbeused:WhenyouarerightWhenado-or-diesituationexistsWhenthestakesarehighWhenimportantprinciplesareatstakeWhenyouarestrongerandcanwinWhenaquickdecisionmustbemadeTogainstatusandpower10AvoidingorWithdrawingAvoidingisatemporarysolutionAvoidingshouldbeused:WhenyoucannotwinWhenthestakes