How would you address a conflict between team members that affects your relationship with the client?

Sempre devemos entender a origem do conflito para mitigar a causa, imediatamente. Tranquilidade no trato é essencial para o problema não escalar.

To address a conflict between team members affecting your relationship with the client, hold a meeting to understand their perspectives and find common ground. Emphasize teamwork and how their disagreement impacts the client. Facilitate a solution-focused discussion to resolve the issue. Then, update the client on the steps taken to reassure them that the situation is under control and their service won't be affected. Example: When two team members disagreed on a project approach, I mediated a meeting to blend their strategies and restore smooth progress, then informed the client of our proactive steps, reassuring them of our commitment.

Además, facilita una conversación abierta entre las partes involucradas, asegurando que cada miembro tenga la oportunidad de expresar sus preocupaciones y sugerencias. Establece reglas claras para el diálogo, promoviendo el respeto y la empatía. Considera la posibilidad de mediar en la discusión para mantener el enfoque y evitar escaladas. Trabaja junto con el equipo para encontrar soluciones que sean mutuamente beneficiosas y que alineen con los objetivos del proyecto y de la organización. Una vez resuelto el conflicto, revisa regularmente la dinámica del equipo para prevenir futuros desacuerdos y fomentar un ambiente de colaboración y respeto continuo.

When updating your boss, adopt a solution-focused mindset. Instead of just highlighting problems, suggest potential solutions or seek specific guidance. This proactive approach demonstrates your commitment to tackling challenges and fosters a collaborative, team-oriented environment. By inviting your boss to contribute to solutions, you drive innovation and effective problem-solving. This not only showcases your initiative but also builds trust, encouraging mutual support in overcoming obstacles.

In my experience, conflict resolution can make or break your rapport with internal and external stakeholders. While the conflict fumes, someone needs to dial down and neutralize the situation. An elevated conflict can impact the brand at large. In these situations, having a broad spectrum of vision is important as it is easy to lose sight. Being proactive in communicating remediation, updating project leads, and being polite are some cornerstones of conflict resolution. It might be infuriating to the client that his/her deliverables have been tampered with or under-met expectations, but normalizing the situation is more important than scurrying to make another deliverable. Remember, being professional and polite goes a long way.

Open Dialogue: Fostering open dialogue is essential after identifying issues. Encourage conflicting parties to express their concerns and feelings respectfully. This creates a safe space for team members to discuss differences without fear of judgment. Open communication clarifies misunderstandings and helps find common ground, promoting a more harmonious and productive workplace. Through respectful dialogue, trust is built, and conflicts are resolved effectively, leading to a stronger, more cohesive team.

Setting clear expectations is crucial for effective conflict resolution. Establishing ground rules for professional behavior and team interactions, including communication methods and handling personal disagreements, ensures smooth client work. This framework fosters a productive environment, preempting potential conflicts and enhancing team cohesion and client satisfaction.

Start by listening attentively to both team members' concerns and perspectives. Avoid taking sides or getting bogged down in personal differences, and instead, focus on finding a mutually beneficial resolution.