Stop 09 · Stakeholder Management & CommunicationTopics · 5/9

Conflict Resolution

In short

Sales wants the feature tomorrow, Compliance wants three more checks, and both think you're on their side. Conflict is normal in projects. Handling it calmly is one of the most valued BA skills.

Disagreement between stakeholders (or between stakeholders and the delivery team) is normal — the skill is separating the disagreement from the people, and finding the underlying shared goal.

The purple blob holds an orange, with a glass of orange juice on one side and a small bowl of orange peel on the other.

Think of it like this

Two siblings, one orange

Two siblings fight over the last orange and finally cut it in half. Later you find out one wanted only the juice and the other only the peel for a cake. Had anyone asked why, both could have had all of what they wanted.

Watch it happen

From positions to an agreement

Listen

Positions

Interests

Options

Agree

1/5Hear each side separately first. Repeat back what you heard until they say 'yes, exactly'.

The big ideas

What you need to know

Problem, not people

Talk about the issue, not personalities. 'The deadline and the review clash' beats 'Sales is being pushy'.

Ask why, twice

Behind every position is an interest. Asking why usually uncovers a need you can actually meet.

Find the shared goal

Both sides usually want the project to succeed. Starting there lowers the temperature.

Stay neutral

Your value is being fair. Don't take sides in public, even if you privately agree with one.

Save yourself the pain

Common mistakes

Oops

Splitting the difference by reflex, so nobody gets what they need.

Do this instead

Explore interests first. Creative options often beat a 50-50 compromise.

Oops

Trying to resolve it in a big group meeting while emotions are high.

Do this instead

Talk one-on-one first, then bring people together once you understand both sides.

Your mission

Untangle a real disagreement

~20 min

Quick check

Two managers both insist their team's feature goes first. What should the BA do first?

Go deeper

1Recall a real disagreement you were part of and identify the underlying shared goal you both had.
2Practice restating the other person's position before responding to it.
3Learn when to escalate a genuine impasse versus when to facilitate a resolution yourself.