11. STAKEHOLDER CONFLICT
MANAGEMENT AND RESOLUTION
Defining conflict
Differentiating between functional and dysfunctional
stakeholder conflict
Identifying the causes/sources of stakeholder conflict
Indicators/warning signs of stakeholder conflict
Levels of stakeholder conflict
16. THE 4-STEP STAKEHOLDER
CONFLICT RESOLUTION PROCESS
Step 1: Identify sources of potential and actual
conflict
Step 2: Develop conflict resolution
strategies/techniques
Step 3: Apply conflict resolution
strategies/techniques
Step 4: Control and review the effectiveness of the
conflict resolution strategy/technique
18. STAKEHOLDER CONFLICT
MANAGEMENT GUIDING PRINCIPLES
Acknowledge that a difficult situation exists
Let individuals express their feelings
Define the problem
Determine underlying need.
Find common areas of agreement, no matter how small
Find solutions to satisfy needs
Determine follow-up you will take to monitor actions
Determine what you'll do if the conflict goes unresolved