Comment gérez-vous les conflits ou les différends lors de la livraison d’un projet?

Many conflicts in construction projects arise out of Poor Procurement! - Contractors nailing a sub-contractor to a lump-sum price, knowing that the price is incomplete. - Race to the bottom tendering with the cheapest price winning, with poor vetting of prices to determine best value instead of lowest price. - Tendering on the basis of poor and/or incomplete design and forcing unnecessary risk into the contract. Reviewing your tender documents thoroughly and seeking clarifications on lacking design is a must, as is collaboratively discussing programme, risks and expectations with the purchaser throughout the tender process. By the time a contract is signed incorporating any of these issues it is often too late, and conflict will ensue.

Sources: Conflicts can arise from various sources such as differing project objectives, miscommunication, changes in scope, resource constraints, or contractual disagreements. Types: Conflicts can manifest in different forms including technical disagreements, interpersonal conflicts, contractual disputes, or schedule conflicts.

Quantity surveyors play a crucial role in recognizing potential areas of disagreement, whether they stem from differences in project goals, communication breakdowns, resource allocation, or other factors. Quantity surveyors can address conflicts at their root, preventing escalation. It is essential to categorize conflicts into types such as interpersonal, procedural, or substantive, as each may require a distinct resolution strategy. Open communication and a willingness to listen to all parties involved are key components of successful conflict resolution. Quantity surveyors can implement targeted solutions, whether through conflict resolution mechanisms, maintaining positive stakeholder relationships.

It's important that the first step of conflict resolution is to avoid even needing it... Open honest dialogue is essential, the most difficult projects I've worked on are where everyone is playing games... Talk openly.... if you're hiding things chances are the other side is too!

Negotiation: Attempting to resolve conflicts through discussions and compromise between parties involved. Mediation: Involving a neutral third party to facilitate discussions and help parties reach a mutually acceptable solution. Arbitration: Agreeing to submit the conflict to a third-party arbitrator who will make a binding decision based on the evidence presented. Litigation: Resolving conflicts through legal proceedings in a court of law, which is typically considered a last resort due to its time-consuming and costly nature.

For interpersonal conflicts, open communication and mediation might be effective, fostering a collaborative resolution. Procedural conflicts may benefit from a structured negotiation process, clarifying roles and responsibilities. Substantive conflicts, rooted in disagreements over project goals or technical aspects, may require more formal methods such as arbitration or legal intervention. By considering the specifics of each conflict, quantity surveyors can tailor their approach, ensuring that the chosen resolution method aligns with the nature of the dispute and facilitates a fair and timely resolution, ultimately safeguarding the project's progress and maintaining positive relationships among stakeholders.

Key skills include active listening, empathy, assertiveness, clarity, respect, rapport, persuasion, and problem-solving. Active listening entails attentively hearing the other party without interruption or judgment, while empathy involves understanding their feelings and perspectives. Assertiveness is about expressing needs and interests without aggression or passivity, while clarity ensures clear articulation of positions and expectations. Respectful treatment fosters professionalism, while building rapport cultivates trust. These skills help navigate conflicts constructively, promoting successful project outcomes and maintaining positive relationships with stakeholders.

Active Listening: Listen carefully to all parties involved to understand their perspectives and concerns. Empathy: Acknowledge the emotions and viewpoints of others involved in the conflict. Problem-Solving: Collaboratively identify potential solutions that address the underlying issues causing the conflict. Clear Communication: Clearly articulate proposals, expectations, and potential outcomes to ensure mutual understanding. Conflict Resolution Techniques: Utilize techniques such as principled negotiation, interest-based negotiation, or win-win negotiation to reach a satisfactory resolution.

Agreement Documentation: Document the agreed-upon resolution, including any changes to project scope, timelines, or contractual terms. Follow-Up: Ensure that all parties adhere to the agreed-upon resolution and address any issues that may arise during implementation. Lesson Learned: Document the conflict resolution process and outcomes for future reference and learning purposes.

Post-resolution, it is essential to conduct a thorough analysis of the conflict, examining its root causes, the effectiveness of the chosen resolution method, and the overall impact on the project. This reflective process allows quantity surveyors to identify patterns, refine communication strategies, and implement preventive measures for similar issues in subsequent projects. Embracing a culture of learning from conflict experiences promotes ongoing professional development, equipping quantity surveyors with the skills to navigate challenges more adeptly and contribute to the continuous improvement of project delivery processes.

Post-Conflict Analysis: Reflect on the root causes of the conflict and identify strategies to prevent similar conflicts in future projects. Continuous Improvement: Incorporate lessons learned from conflict resolution experiences into project management processes and procedures.

Firstly, prioritise open communication and active listening to understand all parties' perspectives and concerns. Next, seek common ground and focus on finding mutually beneficial solutions through collaboration and compromise. By addressing conflicts constructively, you can foster improved relationships, build trust, and enhance collaboration among project stakeholders. Additionally, resolving conflicts effectively can mitigate risks, optimize costs, improve quality, and accelerate project delivery, resulting in increased satisfaction for all involved. Demonstrating your ability to navigate conflicts demonstrates your value and expertise as a quantity surveyor, contributing to the success and reputation of your project and organisation.

Improved Relationships: Successfully resolving conflicts can strengthen relationships and foster a collaborative project environment. Enhanced Project Delivery: Addressing conflicts efficiently can minimize disruptions and contribute to the successful delivery of the project. Client Satisfaction: Demonstrating effective conflict resolution skills can enhance client satisfaction and trust in the QS's ability to manage projects effectively.

Before a conflict occurs, a QS must be certain that conflict avoidance methods such as clear scope definition, effective management (client, project, contract, design, construction, team, etc.), record keeping, robust cash flow, monitoring and controlling, and proactive communication are sufficiently addressed. The most appropriate conflict avoidance and dispute resolution method depending on nature of project and parties should be well-structured in the contract. When a conflict first arises, the parties should communicate each other to seek an amicable resolution and prevent any dispute. If an agreement cannot be reached, litigation / ADR (mediation, conciliation, adjudication, arbitration) steps can be followed for resolution of dispute.