Business Analysis Best Practices: Conflict Resolution

Introduction

Conflict resolution is an important skill for business analysts, complementing their technical abilities. In the collaborative practice of business analysis, conflicts may arise naturally. The role of a business analyst is to anticipate potential conflicts, take proactive measures to prevent them, and, should conflicts occur, lead the resolution process.

🔊Active Listening:

One of the most effective conflict resolution practices is active listening. Before offering explanations or solutions, it's crucial to fully grasp the stakeholder's perspective and their perception of the issue.

Picture the stakeholder as a glass full of water – the issue they've encountered.

In negotiations, your first step is to let them speak. Just as you can't pour water into a full glass, you can't provide solutions until they've expressed their concerns fully:

✅encourage them to share their experiences,

✅confirm your understanding, and

✅ask clarifying and follow-up questions until their 'glass' is empty.

Though challenging, this approach pays off. Once you're certain they feel heard and understood, you can proceed with the next steps.

💡Understanding the Issue and Planning Resolution Steps:

✅Define the root causes of the problem;

✅Develop a clear understanding of what went wrong;

✅Outline a step-by-step plan to address the issue;

✅Identify work items needed for resolution;

✅Assign estimated timelines for each work item.

✅Regularly update stakeholders on the progress of each work item.

✅Propose strategies to prevent similar issues in the future.

✅Execute the agreed-upon resolutions effectively.

Conclusion

Conflict resolution is an essential skill for business analysts. By actively listening and understanding stakeholders' perspectives, analysts can anticipate and resolve conflicts, fostering stronger and more productive client relationships.