Originally published September 1, 2009
We all know that conflict is a difference of opinion and therefore neutral – neither good nor bad. Right? But try telling that to a project manager or business analyst embroiled in conflict. Conflict can threaten to destroy the team and sabotage efforts to elicit requirements. But it doesn’t have to. Having a strong, neutral facilitator and a process for conflict resolution can reduce tensions and bring about a positive outcome.
Early in my career, I was a liaison representing the interests of a large branch of a national bank. I was on a committee that met monthly to prioritize requirements. Each month, I met with my branch management to determine their needs. Each month, I and liaisons from the other branches would argue about which new systems and enhancements should be given priority. There was no formal facilitator. Conflict was rampant and remained unresolved. I don’t remember much being accomplished in these meetings. Each branch came in with its personal agenda and each of us went away unsatisfied with the results. Time after time, I was in the unenviable position of having to tell my management that they weren’t going to get what they wanted. Again!
In retrospect, one of the things I should have done was to spend time understanding the problem management was trying to solve. That way, I could have presented a coherent set of recommendations at the monthly meetings.
Another thing I should have done was to meet individually with key representatives before each monthly meeting to discuss our concerns, find common ground, and build relationships. Instead of returning empty-handed each month, I should have returned with a recommendation that helped not just our bank, but the entire network of branches across the country. Everyone would have benefited.
For a deeper dive, see our course Conflict Management: The Art and Science.
Finally, and maybe most importantly, the meetings would have run more smoothly if we had had a facilitator to tell us where we were going and keep us on track.
Many years later, I learned that when conflict is preventing important tasks from completing, having a facilitator and a facilitation process is essential. Such a process might include:
These steps will not prevent conflict, which is a natural part of a project. But they will help keep the project on track and prevent ruined relationships.
Don’t forget to leave your comments below.
The Business Analysis Body of Knowledge (BABOK® Guide v3) is a comprehensive guide to the…
A certified Business Analyst (BA) has successfully passed an International Institute of Business Analysis (IIBA.org)…
A Business Analyst (BA) employs their skill sets to bring business value. The profession's foundational…
To successfully pass the International Institute of Business Analysis (IIBA.org) CBAP® or CCBA® certification exams, …
What is the BABOK® Guide? The ever-evolving business world requires reliable guidelines to assess and…
To advance your business analysis career through professional certifications like the CBAP, CCBA, and ECBA…