1. Identify the issues and characteristics of conflicts
Conflicts which the project manager must manage are those which present a risk to the achievement of the project's objectives, and which could turn into a crisis. Conflicts that cannot be resolved can lead to deadlock or even paralysis: this must not be allowed to happen!
Conflicts are part of the very life of projects, and sometimes predate them: project managers must accept this!
The success of a project depends on collaboration between divergent professional and personal cultures, areas of expertise and interests. This diversity is inevitably a source of tension between different perceptions!
So, because it draws attention to changes that could potentially improve collaboration and project results, conflict should be seen as an opportunity for the project...
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Identify the issues and characteristics of conflicts
Identifying the causes of conflict
Bibliography
Project Management Institute, Guide to the Project Management Body of Knowledge (PMBOK Guide) , Newton Square, PMI, 2009 (4th ed.): chap. 9 "Human resources management in projects" and 9.4 "Project team management and techniques".
Reference
IPMA-ICB Competence Chart, Chap. 26 ("Conflicts")
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