5. Assessing Conflict: What’s Really Wrong

“We really just needed ideas on the home page.” It came as a bit of a shock, showing up to a design review having spent hours on design concepts for several different screens. This was the client, sounding somewhat incredulous and annoyed: Just how much money had we wasted on screens way out of scope? Things hadn’t felt right on this project from the start, and while it was a relief to understand finally the disconnect, it was also disappointing to have gotten it so wrong.

Here’s the thing about conflict, healthy or unhealthy: in your first encounter with a situation, you may not really understand what’s going on. You may not have the right perspective to understand the factors at play leading to a situation. ...

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