Algorithm for resolving conflicts with clients by managers of architectural and construction companies
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Дата
2024
Науковий керівник
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Видавець
Видавничий дім «Гельветика», ДВНЗ «Ужгородський національний університет»
Анотація
The study is devoted to the development of an effective algorithm for resolving conflicts with clients for managers of architectural and construction companies. The relevance of the topic is that the ability to manage conflict situations
is a key success factor in the construction industry, where disputes between contractors and clients are common. The authors identify the main types of conflict that managers of architectural and construction companies may face, including conflicts over changes to project documentation, delays in completing work, problems with the quality of materials or workmanship, misunderstandings about the budget, communication barriers and differing expectations. These situations can significantly affect the financial performance of the organisation, the project schedule and the internal atmosphere within the team. The authors propose a structured algorithm consisting of six stages to resolve such conflicts: 1) Conflict identification – assessment of the situation, identification of the causes of the conflict and gathering of information from all parties. 2) Situation analysis – identification of the main interests and needs of the client, assessment of the possible consequences of the conflict. 3) Communication – organisation of a meeting with the client, use of active listening to identify emotions and needs. 4) Finding and choosing optimal solutions – generating problem-solving options with the client, assessing opportunities and compromise solutions. 5) Solution implementation – development of an action plan for the implementation of the agreed solution, identification of responsible people and deadlines. 6) Monitoring, evaluation and documentation – systematic monitoring of the implementation of the solution, assessing customer satisfaction, recording all discussions and decisions. The authors emphasise that the application of this algorithm can lead to an increase in customer satisfaction, a guarantee of timely project implementation and an improvement in the financial performance of the company. Furthermore, effective conflict management helps build positive internal team communication. The study also highlights the importance of developing the competencies and applied skills needed for conflict resolution, such as active listening, negotiation, emotional intelligence and stress management. These are critical to making the proposed algorithm work. Overall, this study offers a comprehensive approach to client conflict management that can be used by architectural and construction managers to improve their efficiency and competitive position in the marketplace. Keywords: conflicts, clients, architectural and construction managers, conflict resolution algorithm, stress management, active listening, negotiating, emotional intelligence.
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Бібліографічний опис
Yashchenko, O. Algorithm for resolving conflicts with clients by managers of architectural and construction companies / Yashchenko, O., Makatora, D., Kubanov, R. // Науковий вісник Ужгородського національного університету. Серія «Міжнародні економічні відносини та світове господарство». - 2024. - Випуск 52. - С. 212-219