Last updated on Mar 2, 2024

Your team is in the middle of a conflict. How can you resolve it?

Conflict is inevitable in any team, especially when you are working on complex and challenging projects. However, if left unresolved, conflict can damage trust, morale, and productivity. As a practice manager, you need to know how to handle conflict effectively and constructively. Here are some tips to help you resolve team conflict and foster a positive work environment.

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1 Identify the source

The first step to resolving conflict is to understand the root cause of the problem. Is it a clash of personalities, values, or opinions? Is it a lack of communication, feedback, or clarity? Is it a result of stress, pressure, or unrealistic expectations? By identifying the source of the conflict, you can address the underlying issues and avoid superficial or temporary solutions.

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Loujaimar Santos

Experienced and proactive professional from process analysis and modeling to the development of automated and innovative technological solutions focused on data transformation, datavis and agile methods.
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Entendo que nessas circunstancias, o Scrum Master possa desempenhar um papel crucial nesse processo. Aqui estão os principais pontos: Compreensão dos conflitos: O Scrum Master deve estar atento aos conflitos entre os membros da equipe. Os conflitos podem surgir de diferenças de opinião, divergências de interesses ou problemas interpessoais. A transparência das cerimônias é uma ferramenta facilitadora e inibe a escalada de possíveis conflitos.

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Gustavo Alves

MBA | Startups | Digital Business | Digital Transformation | Product Delivery
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Utilizando a técnica dos 5 porquês, você pode facilmente encontrar a raiz do problema. O método dos 5 porquês é uma ferramenta poderosa de investigação de causas fundamentais, que se baseia na formulação repetida da questão "por quê?" em resposta a cada situação observada, até que se revele a raiz do problema. Essa abordagem foi desenvolvida inicialmente pela Toyota, como parte de sua estratégia de alcançar a excelência em seus processos produtivos, ganhando destaque e adoção generalizada nos anos 70. Essencialmente, o processo envolve a exploração profunda de causas e efeitos através de uma série de cinco questionamentos ou mais, até que se desvende o motivo principal de um determinado problema.

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2 Listen actively

The second step to resolving conflict is to listen to each party involved with an open mind and empathy. Listening actively means paying attention to what they say, how they say it, and what they feel. It also means asking questions, clarifying points, and summarizing key messages. By listening actively, you can show respect, build rapport, and gain insight into the different perspectives and needs of your team members.

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Loujaimar Santos

Experienced and proactive professional from process analysis and modeling to the development of automated and innovative technological solutions focused on data transformation, datavis and agile methods.
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Ainda na abordagem Scrum, escuta ativa é uma ferramenta crucial no contexto do Scrum. Ela envolve ouvir com interesse genuíno, fazer perguntas e demonstrar curiosidade. A escuta ativa fortalece relacionamentos, constrói confiança e promove um ambiente propício à inovação. Aplicá-la durante reuniões e cerimônias do Scrum para desenvolver empatia e colaboração entre os membros da equipe é uma estratégia que agrega valor.

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3 Communicate effectively

The third step to resolving conflict is to communicate effectively with your team members. Communication is not only about talking, but also about listening, understanding, and responding. Effective communication means using clear, concise, and respectful language, avoiding blame, accusations, or judgments, and expressing your own thoughts, feelings, and expectations. It also means acknowledging the other person's point of view, finding common ground, and offering constructive feedback and suggestions.

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Loujaimar Santos

Experienced and proactive professional from process analysis and modeling to the development of automated and innovative technological solutions focused on data transformation, datavis and agile methods.
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A escuta ativa é uma ferramenta crucial no contexto do Scrum. Ela envolve ouvir com interesse genuíno, fazer perguntas e demonstrar curiosidade. A escuta ativa fortalece relacionamentos, constrói confiança e promove um ambiente propício à inovação. Lembre-se de aplicá-la durante reuniões e cerimônias do Scrum para desenvolver empatia e colaboração entre os membros da equipe.

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4 Collaborate on solutions

The fourth step to resolving conflict is to collaborate on solutions with your team members. Collaboration means working together to find a mutually acceptable and beneficial outcome that meets the goals and interests of everyone involved. Collaboration also means involving your team members in the decision-making process, brainstorming ideas, evaluating options, and agreeing on actions and responsibilities. By collaborating on solutions, you can foster a sense of ownership, commitment, and accountability among your team members.

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Loujaimar Santos

Experienced and proactive professional from process analysis and modeling to the development of automated and innovative technological solutions focused on data transformation, datavis and agile methods.
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No contexto Scrum, a colaboração é essencial no . Concentre-se na Meta da Sprint, gerencie o fluxo, entregue valor e busque melhoria contínua. A colaboração impulsiona a qualidade do trabalho e a resolução ágil de problemas . As cerimônias diárias (daylis) podem ser checkpoints para propositura de melhorias do Scrum master em colaboração ao time de desenvolvimento.

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5 Implement and monitor

The fifth step to resolving conflict is to implement and monitor the agreed solutions with your team members. Implementation means putting the solutions into action, following through on the tasks and deadlines, and providing support and resources. Monitoring means tracking the progress and results, measuring the impact and effectiveness, and collecting feedback and suggestions. By implementing and monitoring the solutions, you can ensure that the conflict is resolved and prevent it from recurring.

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Mohit Singh

Media activation manager at Havas Media Group
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Understanding the core reasons of conflict A consideration individual inputs for all team members Coming to a collective conclusion

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Loujaimar Santos

Experienced and proactive professional from process analysis and modeling to the development of automated and innovative technological solutions focused on data transformation, datavis and agile methods.
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implementação bem-sucedida do Scrum requer: Treinamento e Conscientização: Proporcionar treinamento sobre os princípios e práticas do Scrum para todos os membros da equipe. Garantir que todos compreendam os valores, papéis e cerimônias do Scrum. Planejamento do Sprint: Realizar uma reunião de Sprint Planning para definir o que será entregue no próximo sprint e como será realizado. Estabelecer metas claras para o sprint. Início do Sprint: Após o planejamento, iniciar efetivamente o sprint e trabalhar nas tarefas definidas. Monitorar o progresso diariamente durante as reuniões diárias do Scrum. Retrospectiva do Sprint: Ao final do sprint, realizar uma retrospectiva para avaliar o que funcionou bem e identificar oportunidades de melhoria.

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6 Learn and improve

The sixth step to resolving conflict is to learn and improve from the experience with your team members. Learning means reflecting on what went well and what went wrong, identifying the lessons and insights, and recognizing the achievements and challenges. Improving means applying the learning to future situations, making changes and adjustments, and enhancing your skills and knowledge. By learning and improving from the conflict, you can grow as a practice manager and as a team.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your team is in the middle of a conflict. How can you resolve it?

1

2

3

4

5

6

7

1 Identify the source

2 Listen actively

3 Communicate effectively

4 Collaborate on solutions

5 Implement and monitor

6 Learn and improve

7 Here’s what else to consider

Practice Management

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Your team is in the middle of a conflict. How can you resolve it?

1

2

3

4

5

6

7

1 Identify the source

2 Listen actively

3 Communicate effectively

4 Collaborate on solutions

5 Implement and monitor

6 Learn and improve

7 Here’s what else to consider

Practice Management

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