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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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