From conflict to constructive dialogue​

A Finnish, internationally operating, and publicly listed company with business in both the business-to-business and consumer markets.​​

Background and development needs

The client organization and its key customer had experienced collaboration difficulties from the start of a long-running project, which escalated over time from a conflict between key individuals into complaints and counter-letters between the organizations. The parties held strongly diverging and entrenched views of the situation and its causes. The project's value was significant, and the escalating situation threatened its continuation. The situation had affected the wellbeing of those working on the project, and more than 2 years of project time still remained.​

”The review process, the report, and the joint debrief session clearly helped in the situation."​

How the development process was designed and implemented​

The review to resolve the situation proceeded in stages and was structured as follows:​

1. Interviews with key individuals from both parties provided a well-rounded overall picture of the background to the conflict, its root causes, and the experiences and views of the different parties. The interviews were preceded by a review of the background to the conflict and the documentation gathered on it. The interviews with the project's key individuals were preceded by discussions with the management of both organizations.​

   
   

2. A written report on the findings included an analysis of the situation, identifying the root causes, as well as a synthesis of the parties' views and experiences. The report also provided clearly described recommendations for resolving the conflict, managing the project, and supporting collaboration as the project continued. The report was made available to everyone involved.​

   
   

3. Debrief session and next steps: An event was organized for everyone involved, providing an opportunity to share thoughts and feelings prompted by the report, build a shared understanding of the situation, and identify ways to ease and resolve it. This stage strengthened the lines of communication weakened by the conflict, along with a shared understanding of the situation, its causes, and possible solutions.​

Client Voice

”The report on the situation prepared by an outside party was important to us and brought the clarity we had hoped for. The review offered an impartial perspective on a situation that was strained and escalating. The consultant quickly took charge of the situation and offered concrete recommendations for action in the report. In particular, the open and participatory approach to the report clearly helped in the situation.

We got people to genuinely engage in the review process and to have a dialogue about the situation. This also helped build, together, a culture of success and open dialogue going forward.”​