How can you resolve conflicts with team members who are not meeting customer needs?

Sometimes it’s essential to first understand that real reason before jumping into any conclusion. Doing an RCA is the best method in order to achieve that. This will provide us the exact gap that the team member and the customer expectations have and it will become much easier to solve it. In order to do an RCA one should: -Define the problem -Visualise the Data and use it as a backing -Identify the contributing factors -Prioritise -Implement changes

Some of my key takeaways from current SaaS firm are: 1. Understand Customer Needs & Goals: Not every need is necessasary, not every requirement needs to be built, build what's required by majourity 2. Optimizing Existing Features: Assess whether current features can fulfill customer needs or if minimal development is required to align with their goals. 3. If No, Lay Strategic roadmap: Where, How & What needs to be discussed with teams rather than your solution 4. Consider Constraints: Understand and acknowledge constraints from various teams involved in the development process to reach a state of equilibrium. This has been able to provide satisfactory results for me;

Understanding the problem is important, because it solves half of the problem. Kidlin’s Law says, “If you write the problem down clearly, then the matter is half solved.” Knowing the “Why?” or “What?” behind the problem will give you the directions you need in solving it with your team. The team is a Product manager’s super power, and empowering them is what’s gonna drive success altogether.

A quick simple approach is to pose the problem to the individul in objective terms without naming names and ask for thier input on how to resolve the issue.

Ditch blame, dig deeper! Unmask the hidden gremlins: communication glitches, skill gaps, or trust ghosts? Fix the root, not just the noise, for a team symphony & happy customers!

Identifying the Root Cause to the problem at hand based on various frameworks like Fishbone, 5Whys, etc. is the key to resolving the conflict between unmet customer needs and team mates. The solution is as effective as the problem defined.

🔍 Resolving Team Conflicts Related to Customer Needs: Identify Root Cause: Determine if issues stem from communication gaps, misaligned goals, skill deficits, or other professional/personal factors. Use Analytical Tools: Employ techniques like the 5 Whys or Fishbone Diagram to systematically uncover underlying issues. Address the Core Problem: Focus on solving the fundamental problem, not just the symptoms. 🚀 Key: Understanding and addressing the root cause is crucial for effective conflict resolution. #TeamDynamics #ProblemSolving

To resolve conflicts with team members who are not meeting customer needs, a product manager should start by fostering open communication, listening to concerns, and clarifying expectations. Identify the root causes behind the issues, offer necessary support and training, and set SMART goals for improvement. Delegate responsibilities, establish regular feedback mechanisms, and document progress. If conflicts persist, consider mediation and, if necessary, escalate the issue to higher management. The key is to create a collaborative environment where team members are aligned with customer requirements and work together to find effective solutions.

I usually follow 5 why technique to reach to the root cause. when we keep asking why and ruling out obvious pitfalls and loops we usually end up at actual root cause. eg lets say a corner case missed during testing why? it was not documented in test case Why? it was a security issue from back end team and concerned team member missed it why? Assumed that all existing security features by default would be part of all products. This assumption was wrong that all security features are understood by backend team and thy would implement these in all products in future. There was no check and balance of security test cases once all security related test cases are updated, this and all similar cases stoped occurring in live environment

Imagine you're a detective trying to solve a mystery. Begin by investigating the root cause of the issue. Engage in open and honest conversations with the team member to understand the challenges they are facing. It's like uncovering clues to get to the heart of the matter and figuring out why customer needs are not being met.

The importance to listening and empathizing cannot be stressed enough. We often forego this part of conflict resolution because we are strapped for time, we have prior experience dealing with a similar situation, etc. However, at the end of the day, it’s people who help create products come to life, and it is the same people who can destroy great products. Understanding the motive behind why people did something helps us take a step back and view the situation with a broader perspective.

Turn conflict into collaboration. Instead of blame, weave a narrative together: listen, empathize, co-create solutions. Uncover hidden needs, untapped skills. Surprise customers with teamwork symphony!

Trying to emphasise on the art of effective listening and User empathy and making your team mates adopt the same will help in bridging the Gap between team mates and unmet customer needs! User empathy and effective listening helps in identifying the User pain points making sure team is addressing the right customer needs while building a Product. MVP is a representation of those User painpoints being addressed and it acts as validation for the final version of the product.

👂 Listening and Empathizing in Conflict Resolution: Active Listening: Give full attention, ask open-ended questions, and paraphrase to demonstrate understanding. Show Empathy: Acknowledge their feelings and perspectives. Respect and appreciate their efforts. Build Rapport: Use listening and empathy to foster trust and understanding, avoiding assumptions or judgments. 🚀 Key: Effective listening and empathy are foundational for resolving conflicts and building stronger team dynamics. #ConflictResolution #EmpatheticLeadership

The art of listening and empathizing is often underestimated but profoundly impactful. When conflicts arise within your team, taking the time to truly listen means giving undivided attention, asking open-ended questions, and demonstrating understanding through paraphrasing. Moreover, empathy goes beyond acknowledging feelings and perspectives; it's about respecting and appreciating the unique contributions of each team member. By embracing these practices, you can foster rapport, trust, and deeper understanding within your team, steering clear of assumptions and judgments. Conflict resolution becomes not just a solution but an opportunity for growth and stronger collaboration. 🚀

Picture yourself in your team member's shoes. Listen actively to their concerns and frustrations. Empathize with their perspective, acknowledging the difficulties they may be experiencing. It's akin to offering a supportive ear, creating a space where they feel understood and valued.

Empower team members with differing views to try their methods, using project buffers to gauge results. As a democratic leader, build trust in your team and yourself. Celebrate their successes publicly, and if things don't work, privately help them understand why, emphasizing growth and future benefits. If a team member consistently refuses to learn and adapt, consider parting ways. In a corporate environment, adaptability and collaboration are key, outweighing individual expertise.

In favor: Customer compass: Ditch blame, navigate conflicts with the North Star of customer needs. Data, not egos, guide solutions. United team, thrilled customers! Against: One-size-fits-all trap? Customer-centric focus risks ignoring team dynamics. Uncover root causes, empower diverse solutions. Harmony starts within, then blooms for customers!

A strictly customer centric approach is to be adopted during Discovery, ideation and solutioning phase of the project, making sure the business goals are also in alignment to them. A customer first approach helps preventing conflict between team mates and customer needs!

Customer-Centric Alignment: Redirect discussions to center around customer needs, problems, and goals. Data-Driven Approach: Use data, feedback, and evidence to inform decisions rather than relying on opinions or emotions. Create Common Ground: Establish a shared vision and direction based on customer value. 🚀 Key: Steering focus towards the customer helps unify the team and resolve conflicts with clarity and purpose. #CustomerFirst #TeamAlignment

When conflicts arise, it's easy to get caught up in debates about right or wrong. But there's a powerful way to steer your team towards resolution and value creation. The third step is to center your discussions around the customer—those needs, problems, and goals that drive your mission. Use data, feedback, and concrete evidence as your allies, grounding your arguments in objective truth rather than opinions or emotions. By doing so, you pave the way for a shared vision and a clear path forward, uniting your team in their dedication to delivering exceptional value to your customers.

Envision the customer as the compass guiding your actions. Shift the focus from individual concerns to the impact on the customer. Discuss the customer's needs, expectations, and any feedback received. It's about aligning everyone's efforts towards a common goal – ensuring customer satisfaction.

Understand that customers can sometimes be wrong, and failing to correct them could lead to blame. Start by converting voice of customer to Critical to Quality (CTQ) elements, using existing surveys or conducting new ones to check if outcomes align with CTQs. If there's a mismatch, communicate these findings to your sponsor. If the sponsor is the client, be cautious as contradicting them risks the project. Suggest a presentation where experts analyze and present these findings, inviting the client to observe. Use this opportunity to tactfully highlight issues in their approach, focusing on constructive solutions.

Unleash the conflict unicorns! Skip boring solutions, spark creative chaos. Co-design with your team: sketch, prototype, test. Fail fast, learn fast, sprinkle customer delight! Win-win or win-win-win, it's a team victory dance!

Possible solutions can be explored based on the unmet customer needs! The solutions can be right only when the problem is correctly identified and defined. These conflicts between customer needs and team members can be sorted by curating potential solutions which require less effort and can create more impact based on Prioritization frameworks employed ensuring high CSAT scores.

Gather your team around a metaphorical brainstorming table. Encourage collaborative problem-solving. Explore various solutions together, drawing from the diverse skills and experiences within the team. It's like crafting a strategy that addresses the root cause while keeping the customer's best interests at heart.

Implementation of solution and regular following up after that actually closes the loop and bridges the gap between customer needs and team members. It is important to get regular updates and feedback to reiterate and improve the existing process making sure customer needs are met all at once.

Plant the seeds, watch them grow! Nurture solutions with clear roles, support, and open feedback. Celebrate wins, learn from bumps, and let team spirit bloom! Together, we'll harvest happy customers and a conflict-free garden.

Picture your team as a crew on a ship implementing a new course. Once a solution is agreed upon, guide the team through its implementation. Provide the necessary resources and support. Regularly check the compass – in this case, monitor customer feedback and outcomes – and adjust the sails if needed. Follow up to ensure that the implemented changes are effective.

In the quest to resolve conflicts, the sixth step is all about proactive prevention. To ensure future harmony within your team, focus on enhancing collaboration and communication. Start by defining clear roles, expectations, and goals for each team member, all aligned with customer needs and the product's vision. Cultivate a feedback-rich environment, offering regular recognition and coaching, while encouraging your team to reciprocate. Forge a culture of trust, respect, and open dialogue, fostering a growth mindset and a continuous learning attitude. By doing so, you lay the foundation for a more harmonious and productive team, minimizing future conflicts and maximizing shared success. 🌟

Imagine your team as a garden that requires constant care. Identify ways to prevent similar conflicts from arising in the future. This involves nurturing a culture of continuous improvement. Implement training, refine processes, and foster an environment where open communication and learning from experiences are encouraged. It's about planting seeds that grow into a resilient and conflict-resistant team.

Use data-driven insights to guide decisions and clarify goals, reducing ambiguity. Encourage innovation and diverse perspectives within your team, as this can lead to more robust solutions and preempt conflicts arising from a narrow viewpoint. Also, invest time in team-building activities to strengthen interpersonal relationships and understanding.

It's sometimes necessary to concede smaller battles to ultimately win the larger war. Building and strengthening relationships isn't just about achieving results; it also involves accommodating others' perspectives, even if it means allowing room for failure. This approach may be challenging, but it's essential for long-term success. Remember, teamwork is more akin to a marathon than a 100-meter sprint; it requires endurance, adaptability, and collaborative resilience.