Wie gehen Sie mit Konflikten und Meinungsverschiedenheiten in Service-Design-Teams um?

Critically, separate the people from the problem. Before breaking out tools, first simply focus on what the stakeholders are saying, and what they are leaving unsaid. Focusing on the substance of the disagreement, rather than the relationship, is a critical step in reaching agreement. ...and if you do complete a conflict map or stakeholder analysis, be very careful about what you write down (objectivity and truthfulness) and who has access to this information - lest you escalate your conflict.

You can also use tools such as "Evaporating Cloud", that addresses conflicts trying to reach an agreement without necessarily compromise.

Yo iniciaría con un tema de: - Empatía - Apertura - Recalcar que son sesiones objetivas y con respeto a cada idea que surge. Somos seres humanos, tenemos sentimientos, pero el recordatorio de las sesiones que la importancia de amparar la idea y cumplir el objetivo.

Prompt the intent or behavior trigger can help facilitator to understand the stakeholders. What are their goals? What makes them concerned? Why do they focus on certain details? Then, rephrasing it in a positive tone and linking to the common goal of completing the project. Summarizing the key tasks and listing next actions for the next meeting.

Empathy, transparency and trust are essential in laying the foundation of a strong team and involves all the stakeholders (internal as well as external). For a team it also very important to aim for a shared goal/vision which can help avoid assumptions or any confusions.

Tools and artifacts can help to bring alignment of the journey. Communication with different teams are much more than using the tools to do so. Build trust with your stakeholders and set expectations. Showing incremental progresses and involving them in the discussion process can help to bring mutual understanding.

When there is a difference in opinion, requesting supporting data or running pilots/user research to gather feedback to understand which ideas are more likely to work with the target audience is useful. Also having clear agreed design principles, objectives and KPIs can help ensure ideas are in line with them and can be scored to help prioritise against agreed KPIs.

Empathy would play a key role in situations where there are multiple point of views. Most often this occurs because each stakeholder has their own KPI to cater to. The role of a Service Designer would be to co-create so that decision is aligned to the business goal and each stakeholders' KRA. If not, ensuring that the conflict of alignment is addressed from top down than trying to address it within the team.

-finding top priorities from different stakeholders first is fundamental -think of the end game at a different levels and balance it out with your priorities, your team’s and department’s priorities and the organization as a whole.

You don't need to compromise. Basically you need to work with the underlying assumptions that drive the choices of each side. The Evaporating Cloud is very effective on this.

Focus on long term solutions. You're always going to face conflicts, so instead of focusing on the specific conflict that's on hand, try zooming out to see what larger changes can be made to ensure conflict resolution as a process is improved with each new conflict.

Conflict is not necessarily unhelpful. Just a chef's steel sharpens her knife, if managed well, conflict can help Service Design teams hone their products, ultimately improving what the team can produce.