ABSTRACT

This chapter aims to improve our understanding of conflict management, explain how this is different from conflict resolution, and list the things people can do to improve our ability to deal with conflict in a multitude of project situations. Dictionary definitions of the word conflict reflects struggle and clash between opposing forces. Managing conflict in a way that protects project objectives implies and needs to be managed in a way that protects relationships with key stakeholders. People's approach might even result in a short-term negative outcome, which in many ways contradicts the ideal of holistic conflict management. There are many conflict management models and associated diagnostic tools but the best known is the Thomas-Kilmann model. The collaborating style is the only one that is truly focused on trying to resolve the conflict, rather than manage it. The chapter also discusses empathetic assertion that is best used where an individual, team or organisation is in an emotionally sensitive position.