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ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

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ISYS90045 Professional IS Consulting

Seminar 11

Dealing with Problems,

Conflict and Difficult People

Dr Rod Dilnutt

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

• Dealing with problems, conflict and difficult

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Teaming and team management

Recall concepts from previous lectures…

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

What is conflict?

Conflict refers to:

Some form of friction and disagreement, arising within a group when the

beliefs or actions of one or more members of the group are either resisted

by or unacceptable to one or more members of another

can arise between members of the same group, known as intra-group

can occur between members of two or more groups and can cause

interpersonal discord and psychological tension, known as intergroup

A classic behavioural interview question:

• Describe a time when you were in a team and had to

resolve a conflict

• What was the situation?

• Did you successfully defuse the situation?

• What was the outcome?

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

How do we manage conflict?

Conflict is resolved when the inconsistency between wishes and

actions of parties is resolved

Negotiation is an important part of conflict resolution

 Any design of a process that tries to incorporate positive conflict

from the start needs to be cautious not to let it degenerate into the

negative types of conflict.

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Tools to manage conflict

When you’re in trouble, ask for help…

Keep in mind:

…and do your best to manage emotions.

Gain perspective
Help others gain

perspective

Analysis first, solution

Focus on the path forward

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Gaining Perspective

How important is this problem – really?

What will happen if it’s not solved?

Reality check with someone else

Same thing if you’ve messed up already

Be careful not to ‘over-function’

 ‘Doing too much’ – can be seen as being ‘controlling’

What advice would you give to someone else in your position?

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Help others get it in perspective

As the Consultant, they’re looking to you to do this

 Managing emotions

 Call ‘time out’: get the team out of the environment or

create some space

Analysis first, respond second: That’s what we’re

good at, right?

 Don’t react – respond

 Don’t send that email

 Deliver bad news verbally first.

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Keep the focus on the path forward

 Assigning blame seldom helps the consultant

 Will this build respect in you?

 Focus for a client needs to be on solving the problem.

If you have to investigate causes, wait until the

problem’s solved

 Solving is usually higher priority

 Once solved, the impact is known.

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Managing emotions and people

 You can’t hope to change them

 Complaining probably won’t help

 There are two components to a personality clash.

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Attempt to diffuse the conflict

Avoid arguing your point of view

 Ask your opponent to explain why they believe their point of view

is best – how will it achieve their objective(s)?

 Many people hold opinions with only superficial understanding –

getting them to elaborate can expose this and make them more

likely to change

Remain self-aware:

 Avoid putting the team in situations that will trigger the

 Consider our friends in Myers-Briggs

 We’re all different in how we perceive the world.

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

When the problem is…

Conflict usually stems from a root cause:

 Overload

 Deadline

 Lack of knowledge

 Personal issues

 Just not coping

This isn’t always obvious

Will this change how you handle conflict?

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

And finally: Learn from the experience

 Wait for the pain to recede

 How much did I contribute to the problem?

 What would I do differently next time?

 What have I learned?

 You can’t change the client/ your boss/ your co- workers/ the

vendor but…

What have you learned?

ISYS90045 Professional IS Consulting ©2022 The University of Melbourne

Managing conflicts

The end of a project does not mean the end of the client

relationship!

• Establish trust and understanding – you are on your way to being a

trusted advisor!

Slide 1: ISYS90045 Professional IS Consulting Seminar 11 Dealing with Problems, Conflict and Difficult People
Slide 2: Agenda
Slide 3: Teaming and team management
Slide 4: What is conflict?
Slide 5: How do we manage conflict?
Slide 6: Tools to manage conflict
Slide 7: Gaining Perspective
Slide 8: Help others get it in perspective
Slide 9: Keep the focus on the path forward
Slide 10: Managing emotions and people
Slide 11: Attempt to diffuse the conflict
Slide 12: When the problem is…
Slide 13: And finally: Learn from the experience
Slide 14: Summary

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