Conflict Resolution

The second operating rule deals with how the team resolves conflicts. Conflicts arise when two or more team members have a difference of opinion, when the customer takes issue with an action to be taken by the project team, or in a variety of other situations involving two parties with different points of view. In all of these examples, the difference must be resolved. Clearly conflict resolution is a much more sensitive situation than the decision-making rule because it is confrontational and situational, whereas the decision-making rule is procedural and structured. Depending on the particular conflict situation, the team might adopt one of three conflict resolution styles:

• Avoidant

• Combative

• Collaborative