Chapter
9
CONFLICT MANAGEMENT SKILLS
Conflicts cannot be avoided; we need to manage them with passion, persistence, and patience.
—Alfonso Bucero
Complete project managers are not immune to conflict. Sometimes they may even welcome it, for it shows that people are engaged in their work. In this chapter we investigate sources of conflict, discuss how to deal with difficult people, focus on the people side of conflict, and use a reframing technique to achieve better outcomes from conflict. We also touch upon decision-making in times of conflict. ...
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