Concepts
Especially in the field of Scrum — a framework within which people can address complex adaptive problems, while productively and creatively delivering products of the highest possible value. Specifically, as a Certified Scrum Professional-Product Owner (CSP-PO), mastering facilitation in contentious situations can be the difference between project success and failure.
I. Resolving Stakeholder Conflict
Stakeholder conflict can arise due to different goals, perceptions, or values. As a CSP-PO, your role is to navigate through these conflicts and facilitate amicable resolutions.
Example 1: Inconsistent Project Priorities
In a situation where stakeholders have inconsistent priorities about what features to develop next in a product, the Product Owner (PO) can utilize a technique known as the MoSCoW method. This technique categorizes all tasks as Must-haves, Should-haves, Could-haves, and Won’t-have (MoSCoW). With this method, stakeholders are better able to discuss and agree on priorities, leading to a shared understanding.
Improvement Strategy for Facilitation:
- Clearly Explain the MoSCoW Method: Make sure every stakeholder understands the method and its criteria. Providing visual aids or handouts can be helpful.
- Guide Discussions: As stakeholders discuss priorities, guide the discussion without imposing your views. Listen, summarize and reflect back their points to guarantee clarity and understanding.
Example 2: Competing Budget Expectations
In another scenario, stakeholders might be in conflict over budget allocations. As the PO, you can implement a budgeting matrix to provide a clear picture of the financial implications of each choice.
Improvement Strategy for Facilitation:
- Transparency: Share all necessary financial data accurately and openly. Transparency can build trust and promote an environment for constructive negotiation.
- Flexibility: Encourage stakeholders to be flexible and willing to compromise. Remind them that everyone shares a common goal – the project’s success.
II. Conflict Management Strategies
Successful facilitation primarily rests on the effective management of conflicts. Below are some strategies that can be useful:
- Collaboration: Encourages parties to find a mutually satisfying solution.
- Compromise: Both parties give up something to reach an agreement.
- Avoidance: Postpone conflict until a more opportune time.
- Accommodation: One party gives in.
The appropriate strategy will depend on the nature and severity of the conflict:
| Conflict Type | Strategy |
|---|---|
| Highly emotional | Collaboration |
| Minor disagreement | Compromise |
| Productivity-focused | Avoidance |
| One-sided issue | Accommodation |
As a CSP-PO, understanding these strategies and applying them accurately will ensure your effectiveness in managing stakeholder conflicts.
III. Practicing Active Listening
Active listening is another crucial facilitation skill. It involves fully focusing, understanding, responding and then remembering what’s being said. In a conflict situation, active listening can calm heightened emotions and enable all parties to feel heard.
Putting it together, addressing stakeholder conflict and facilitating towards a resolution is a fundamental aspect of the CSP-PO role. By utilizing effective strategies and techniques like the MoSCoW method and active listening, you can enhance your facilitation approach to ensure a more harmonious and productive project environment.
Answer the Questions in Comment Section
True/False: Facilitated sessions with stakeholders in conflict provide an opportunity to identify and understand different perspectives, and thereby improve the overall outcome of the session.
- True
- False
Answer: True
Explanation: Facilitated sessions are effective in reducing conflicts between stakeholders. They inspire open discussions, feedback sharing and help in understanding the various perspectives, leading to more informed and balanced decisions.
True/False: In a facilitated session, it is acceptable to let the stakeholders voice out their conflicts without any restrictions.
- True
- False
Answer: False
Explanation: While it is crucial to allow stakeholders to express their viewpoints and concerns, boundaries must be set to maintain professionalism and respect in the session.
In a facilitated session, if conflicts arise, what should be your immediate action as a facilitator?
- a. Give your opinion about the conflict
- b. Stop the session immediately
- c. Call a separate meeting for conflict resolution
- d. Direct the discussion back to the common goals of the session
Answer: d. Direct the discussion back to the common goals of the session
Explanation: As a facilitator, it’s essential to keep the discussion focused on the common goals to avoid getting derailed by personal conflicts.
Which of the following are ways to improve facilitation in a session with conflicting stakeholders? (Select all that apply)
- a. Active Listening
- b. Deflecting Responsibility
- c. Encouraging Open Communication
- d. Setting Ground Rules
Answer: a, c, d
Explanation: Active listening, encouraging open communication, and setting ground rules help maintain respect and focus in the facilitated session. Deflecting responsibility can create confusion and conflict.
True/False: In a facilitated session, one should avoid displaying bias towards a particular stakeholder or point of view.
- True
- False
Answer: True
Explanation: A facilitator should always remain neutral to avoid escalating conflicts. Displaying bias can undermine the effectiveness of the session.
As a facilitator, how can you manage escalating conflicts in a facilitated session?
- a. Taking sides to end the conflict
- b. Ignoring the conflict
- c. Redirecting the focus of the discussion
- d. Stopping the meeting immediately
Answer: c. Redirecting the focus of the discussion
Explanation: When conflicts escalate, the best approach is to redirect the focus of the discussion back to the common goals or objectives of the meeting.
True/False: The use of third-party mediation may be beneficial in a facilitated session with severe stakeholder conflict.
- True
- False
Answer: True
Explanation: In high-conflict scenarios, the use of a neutral third-party mediator can help balance the conversation and ensure all voices are heard.
Which of these are examples of a facilitated session improvement? (Select all that apply)
- a. Prioritizing Stakeholder’s needs
- b. Encouraging stakeholder’s to present their own solutions
- c. Engaging in direct conflict resolutions
- d. Commenting on stakeholder’s opinions
Answer: a, b
Explanation: Prioritizing needs and encouraging stakeholders to present their own solutions can foster better understanding and collaboration.
True/False: Taking breaks during lengthy stakeholder meetings is unnecessary and a waste of time.
- True
- False
Answer: False
Explanation: Breaks are necessary to prevent fatigue and can also diffuse tensions in a conflicting situation.
Which of the following is not a good practice during a facilitated session?
- a. Supporting one party’s idea
- b. Allowing everyone to share their thoughts
- c. Keeping the session focused on the end goal
- d. Encouraging respectful communication
Answer: a. Supporting one party’s idea
Explanation: A facilitator must remain neutral and promote open dialogue among all stakeholders, supporting one’s party idea may cause bias in the session.
True/False: Careful planning and design of the facilitated session can help manage conflicts and improve facilitation.
- True
- False
Answer: True
Explanation: A well-designed and prepared session will help control conflicts, set the pace, and contribute to effective facilitation.
Which of these are potential sources of stakeholder conflicts? (Select all that apply)
- a. Divergent Expectations
- b. Miscommunication
- c. Lack of Resources
- d. All of the above
Answer: d: All of the above
Explanation: Conflicts among stakeholders can arise due to differing expectations, unclear or misunderstanding communication, and resource limitations.
Great post! As a CSP-PO, I’ve found that setting ground rules can significantly ease conflict in facilitated sessions with stakeholders.
Thanks for sharing! I often struggle with stakeholders who have conflicting interests. Any tips on how to handle such situations effectively?
@User1, I agree. Establishing ground rules is key. Another technique I’ve used is to conduct one-on-one pre-meetings to understand each stakeholder’s concerns beforehand.
Any specific examples of ground rules that you’ve found effective?
This blog post just came at the right time. I’m about to facilitate a session and needed these tips!
In my experience, involving a neutral third-party facilitator can also be beneficial in high-tension situations.
Has anyone tried using visual aids during facilitated sessions? How effective are they in managing conflicts?
Good points here. What about time management during those sessions? Any strategies?