1
Project Management – PMBOK®
This Lecture:
Conflict Management
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Some project
managers say that
90% percent of their
job is
communicating.
Good
communicatio
n
management
is
Many experts agree
that the greatest
thread to the
success of any
Some
project
is aproject
failure to
managers say Even
that
communicate.
90%
percent
their
having
a planofdoes
job is
communicating.
Therefore it is
important to
address concepts
related to
Marc Conrad
Because project
communication is so
important, every project
manager should include a
communications
management plan – a
document that guides
project communications.
The communication
management plan will vary
with the needs of the
project.
Office: D104 – Park Square
Marc.Conrad@beds.ac.uk
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Oh
my
God!
M
i
l
k
Marc Conrad
University of Bedfordshire
1
2
On Previous Slides:
•
•
•
•
Cultural Tensions
Motivation
Staff Management
Role of the Project Manager
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Some project
managers say that
90% percent of their
job is
communicating.
Good
communicatio
n
management
is
Many experts agree
that the greatest
thread to the
success of any
Some
project
is aproject
failure to
managers say Even
that
communicate.
90%
percent
their
having
a planofdoes
job is
communicating.
Therefore it is
important to
address concepts
related to
Because project
communication is so
important, every project
manager should include a
communications
management plan – a
document that guides
project communications.
The communication
management plan will vary
with the needs of the
project.
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Oh
my
God!
•
Note that communication must be managed!

•
See Kath Schwalbe’s book for Communication
Management Plan.
Conflict Management.
M
i
l
k
Marc Conrad
University of Bedfordshire
2
3
Conflict Resolution Strategies
According to Robert Blake and Jane Mouton (1964)
See Kathy Schwalbe’s book for details.
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Some project
managers say that
90% percent of their
job is
communicating.
Good
communicatio
n
management
is
Many experts agree
that the greatest
thread to the
success of any
Some
project
is aproject
failure to
managers say Even
that
communicate.
90%
percent
their
having
a planofdoes
job is
communicating.
Therefore it is
important to
address concepts
related to
Because project
communication is so
important, every project
manager should include a
communications
management plan – a
document that guides
project communications.
The communication
management plan will vary
with the needs of the
project.
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Oh
my
God!
Confrontation
Compromise
Smoothing
Forcing
Withdrawal
Importance of
Relationship
•
•
•
•
•
smoothing
confrontation
compromise
withdrawal
forcing
M
i
l
k
Importance of Task
Marc Conrad
University of Bedfordshire
3
4
Methods of Conflict Resolution
• Confrontation

• Compromise
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Some project
managers say that
90% percent of their
job is
communicating.
Good
communicatio
n
management
is
Many experts agree
that the greatest
thread to the
success of any
Some
project
is aproject
failure to
managers say Even
that
communicate.
90%
percent
their
having
a planofdoes
job is
communicating.
Therefore it is
important to
address concepts
related to
Directly facing a conflict with focus on a win-win
problem-solving approach. Most effective
method.

Give-and-take approach to bring some degree of
satisfaction to all the parties.
• Smoothing
Because project
communication is so
important, every project
manager should include a
communications
management plan – a
document that guides
project communications.
The communication
management plan will vary
with the needs of the
project.
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Oh
my
God!

De-emphasizing areas of differences.
• Forcing

Win-lose approach.
• Withdrawal

To withdraw from an actual or potential
disagreement. Least desirable method.
M
i
l
k
Kathy Shwalbe: Introduction to Project Management, Thomson 2006
5
Summary
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Some project
managers say that
90% percent of their
job is
communicating.
Good
communicatio
n
management
is
Many experts agree
that the greatest
thread to the
success of any
Some
project
is aproject
failure to
managers say Even
that
communicate.
90%
percent
their
having
a planofdoes
job is
communicating.
Therefore it is
important to
address concepts
related to
Because project
communication is so
important, every project
manager should include a
communications
management plan – a
document that guides
project communications.
The communication
management plan will vary
with the needs of the
project.
• Project Management includes
Communication Management
• Conflicts must be managed
• Confrontation, Compromise, Forcing,
Smoothing, Withdrawal
Good
communication
management is
crucial to project
execution.
Information
distribution is the
main
communications
management task
Oh
my
God!
M
i
l
k
Marc Conrad
University of Bedfordshire
5