MANAGING CONFLICTS IN CONSTRUCTION STAGE OF

BUILDING CONSTRUCTION IN SRI LANKA

S.M. Ashen Dulsara Subasinghe

BSc (Hons) Quantity Surveying

School of the Built Environment

Liverpool John Moores University

2021

BSc (Hons) Quantity Surveying – S.M.A.D. Subasinghe, 2021

Student ID - 932561
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Statement of Authorship

Statement of Authorship This Research Project was completed as part of the B.Sc. (Hons)
Degree in Quantity Surveying at Liverpool John Moors University. This is my own unaided
work. Where the work of others has been used or drawn on then it has been fully attributed
to the relevant source.

Signature: Ashen Dulsara

Date: 24.05.2021

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Contents
Figures & Tables ...................................................................................................................................... 5
Acknowledgments ................................................................................................................................... 6
Abstract ...................................................................................................................................................... 7
Chapter 01: Introduction ........................................................................................................................ 8
1.1 Background and Rationale........................................................................................................ 8
1.2 Research Question .................................................................................................................. 10
1.3 Aims ................................................................................................................................................. 10
1.4 Objectives ....................................................................................................................................... 10
1.5 Research Design approach & methodology .............................................................................. 10
1.6 Research Limitation....................................................................................................................... 11
1.7 Chapter Breakdown....................................................................................................................... 11
1.8 Chapter Summary ......................................................................................................................... 12
Chapter 02: Literature review ............................................................................................................. 13
2.1 Introduction................................................................................................................................ 13
2.2 Concept of Conflict ........................................................................................................................ 13
2.3 Classifications of conflicts ............................................................................................................ 14
2.4 Factors of Conflicts in Construction Industry ............................................................................. 14
2.2 Behavioural problems ................................................................................................................... 16
2.3 Contractual Problems ................................................................................................................... 16
2.4 Technical Problems ....................................................................................................................... 17
2.7 Summary ......................................................................................................................................... 18
Chapter 3 – Research Methodology .................................................................................................. 19
3.1 Introduction ..................................................................................................................................... 19
3.2 Research design ............................................................................................................................ 21
3.2.1. Data collection Techniques ..................................................................................................... 21
3.3 Research sample and participant................................................................................................ 21
3.5 Data analysis techniques ............................................................................................................. 22
3.5.1 Sample Data Analysis ............................................................................................................... 22
3.5.2 Mean Finding .......................................................................................................................... 23
3.5.3 Standard Deviation Finding .................................................................................................. 23
3.5.4 Mean – Standard Deviation (M-SD) .................................................................................... 24
3.5 Conclusion ...................................................................................................................................... 24
Chapter 04 - Data Analysis & Findings ............................................................................................ 25

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 4.1 Introduction ..................................................................................................................................... 25
4.2 Demographic Data ................................................................................................................... 26
4.2 Contractual Data ............................................................................................................................ 33
4.3 Behavioural Data ........................................................................................................................... 34
4.4 Technical Problems ....................................................................................................................... 35
4.5 Discussion....................................................................................................................................... 36
4.5 Findings ........................................................................................................................................... 37
Chapter 5 - Conclusion and Recommendation .............................................................................. 38
5.1 Introduction ..................................................................................................................................... 38
5.2 Conclusion ...................................................................................................................................... 38
5.2.1 Objective 1 - ............................................................................................................................ 38
5.2.2 Objective 2............................................................................................................................... 38
5.2.3. Objective 3 ............................................................................................................................. 39
5.2.4 Objective 04 ............................................................................................................................ 39
5.3 Recommendation........................................................................................................................... 39
5.4 Further Research Studies ............................................................................................................ 40
References .................................................................................................................................................. 41
Annexures ................................................................................................................................................... 45

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Figures & Tables

Figure 2.1 - Research and Sources...........................................................................................15

Figure 4.1 - Profession of Construction Industry........................................................................26
Figure 4.2 - Experience of the construction Industry .................................................................26
Figure 4.3 - Experience of the Building construction Industry ...................................................27
Figure 4.4 - Experience of Conflict Method ...............................................................................28
Figure 4.5 - Frequent of Facing Conflicts ..................................................................................28
Figure 4.6 - Facing Conflicts under Contractual Problems ........................................................29
Figure 4.7 - Facing Conflicts under Behavioral Problems ..........................................................30
Figure 4.8 - Facing Conflicts under Technical Problems ...........................................................30
Figure 4.9 - Impact of Contractual Conflicts to Quality of the Building Projects..........................31
Figure 4.10 - Impact of Behavioral Conflicts to Quality of the Building Projects .........................32
Figure 4.11 - Impact of Technical Conflicts to Quality of the Building Projects ..........................32

Table 1.1 - Chapter breakdown .................................................................................................12

Table 4.2 - Mean value and Standard Deviation of Contractual Problems .................................34
Table 4.3 - Mean value and Standard Deviation of Behavioral Problems ..................................35
Table 4.4 - Mean value and Standard Deviation of Technical Problems ....................................35

Abbreviation

Abbreviation Explanation
M Mean
SD Standard Deviation

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Acknowledgments

In order to obtain the final result of this research paper a lot of people gave their immense
support. First and foremost, I am thankful for each and every person who shared their
ides in this research and who dedicated their valuable time to give their ideas to this
research project.

Next I would like to convey my heartiest regards to my research supervisor Ms.

Priyanwada De Silva for her exceptional support and supervision in completion of this
project successfully. Moreover, it is a great honor to work and study under her
supervision. As well I also want to thank her for the friendship and empathy shared with
us all the time.

Next my special thanks goes to Mr. Thilanka Wijesinghe (the Head of Department) for
giving me an immense support as well I like to share my gratitude to the SLIIT's Quantity
surveying department and LJMU University for their service.

Finally I like to give my special regards to both of my mother and father for their kindness,
love and backing up throughout the research process. Thank you very much both of you
for giving me the strength and support to reach my goal. And also, I will not forget to thank
for all my colleagues and collage staff for their great support.

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Abstract

Construction projects are very complex in nature. These temporary endeavors require a
high amount of human resources. A Construction project is a collective work and it is an
alliance of many different professionals with different personalities, cultures, attitudes etc.
with that conflicts have become a common thing in day today life of a construction project.
Moreover, in this industry conflicts can happen often as well this is very complex.
Therefore, managing conflicts is a crucial thing for a success of a building construction
project. Conflict is a natural phenomenon. This could take place in different ways as well
it can give either positive impacts or negative impacts. As well it affects significantly on
the quality of a construction project. Increments in project costs, reduced productivity,
loss of profits, delays in projects and damages in business relationships gives an
impression on the conflicts taken place in the construction industry. Main goal of this
research paper is to identify and manage the factors of conflicts occur in the construction
industry. Contractual problems, behavioral problems and technical problems are the three
highlighted factors in this research paper. Reluctant to check for constructability, poor
communication among the team members, frustrations and dissatisfactions, cultural
differences and more are discussed under behavioral problems where late giving of
possession, unclear contractual terms, delay in payments of the customers and more are
coming under the contractual problem while late instructions from the designer, lack of
required information, lack of skilled workers and more are coming under technical
problems. Conflicts management comes under all quantity surveyors, technical officers,
projects managers, architectures and engineers responsibility in construction projects.
So, therefore they should have a good knowledge about the conflict management
process. In this research a quantitative method is used to collect the data. A questioner
survey was conducted among 55 personnel in order to collect the data. Furthermore, to
investigate the key elements of conflict management and to find the levels of acquisition
literature review was done. Next the questioner survey was conducted to find those levels
of acquisitions among the architects, engineers, project managers, quantity surveyors
and technical officers in construction projects in Sri Lanka. Many gaps were found when
comparing the professional’s knowledge and the key elements of conflict management
according to the discoveries. This research paper will help to understand and manage the
conflicts in the future construction industry.

Keywords: Conflicts management, Contractual conflicts, Behavioral conflicts, Technical

conflicts, Construction

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Chapter 01: Introduction

1.1 Background and Rationale

Construction industry is a highly uncertain as well as very complex sector due to several
unique characteristics of its own. A construction project is identified as a temporary
endeavor with the diversified involvement of various kind of individuals such as
professionals, Contractors, Sub-contractors, Suppliers, Manufactures, Service providers,
Labors and etc. with different backgrounds, attitudes, Rituals, customs, and educational
levels (advantage-knowledge, 2019). A team work such as construction work such as
construction project, need the alliance of every project stakeholders during the process.
Therefore, construction industry is very much open for the occurrence of conflicts (Furst,
2012).

According to the nature of the construction industry conflicts can be categorized under
main three types as Contractual, Behavioral, and Technical problems. Furthermore,
Behavioural problems are interaction of people, personality of people, different cultures
and professional background within people who are joining with contract (Ismail, 2017).
Contractual problems associated with contract definition, contract interpretation and
contract clarification (Maemura, 2018). During the construction time technical problems
will be started. The main reason for the Technical problems is uncertainty of the project
nature (A.H. Abdul Tharim, 2011). Uncertainty identify as the difference between the
amount of information required to complete the work and the amount of information
already processed by the organization. Due to these types of conflicts construction
projects has delayed and project cost is going overuns and some of the projects have
been stopped (Cakmak, 2014).

On the other side, Conflicts are useful to identify new possible ideas of the persons
(Perich-Anderson, 2001). It might be one side of the conflicts. The conflict management
is identified as the path of deal with the conflicts and find out the decision for problems
(Ellise, 2018). Thus, process is the difficult because this should have done sequent. The
most of past researches and other data collections show the highlight about the conflicts

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and fights in the construction industry (sony, 2017). People believe that conflict arising
have disturb to the construction works. The old researches about the conflicts are limited
but present there are more researches able to find easily. Some conflicts are arising
among the project team members. As a result, this is direct combined with the total project
time, cost, and quality (Guan, 2017). Furthermore, these conflicts do not manage
accurately it will create future frustration and resentment. Those should have resolved as
soon as possible. But some authors pointed that conflicts might be dysfunctional effect to
the Stakeholders and other professionals (Irfan, 2019). So, this research helps to identify
the conflicts in the construction industry and to get a knowledge about how which are
manage.

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1.2 Research Question

What is the type of conflict that impact to the quality of the project most during construction
stage of Sri Lankan building construction industry?

1.3 Aims

This research aims investigate the Conflicts during construction stage of Sri Lankan
building construction industry.

1.4 Objectives

a) Review the types of conflict and the causes of conflicts during Construction stage.
b) Investigate the types of conflicts occur during Construction stage in Sri Lankan
context.
c) Investigate the impacts of conflicts to the quality of building projects.
d) Establish the relation between the conflict type and the quality of the building
projects.

1.5 Research Design approach & methodology

The purpose of this review is that to achieve the objectives which stated above and to
manage and minimize the conflicts which arise during the Construction stage in Sri Lanka.
To identify the types of conflicts and their impacts, a thorough literature survey was
conducted. The data collection was carried out through quantitative approach. As a result,
a questionnaire survey was conducted. Purpose of conducting a questionnaire survey is
to collect data and share people’s experiences. As well surveys are also used to analyses
responses and to find large picture trends. For this an open-ended questioner survey was
used as it gather lot of information. Survey involves close-ended questions and usually
designed to drive results. The questionnaire was distributed among the construction

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professionals who currently work in the construction as they interact with the problems
the most. In order to analyze the acquired data, Data analyzing tools like weighted
average and Likert scale was used. The collected data was analyzed to find out the impact
of the data through mean and standard deviation. Finally a relationship was established
between the conflict type and its impact on the quality of the project so that the strategy
can be used in future to minimize the conflicts during construction.

1.6 Research Limitation

The target group for this research is the personnel in Contractor Organization (Between
C1 – C9 CIDA Grading Scheme). This research is conducted to the building construction
in Sri Lankan construction industry.

1.7 Chapter Breakdown

Table 1.1 presents the chapter breakdown of the research

Chapter Chapter Heading Content

Introduction is presented through the
Chapter 1 Introduction background of the Research, Research
problem statement, Research Aims and
Objectives, research methodology and
chapter breakdown.
Provide a wide range of knowledge about
Chapter 2 Literature Review
the research topic

Researches Use to achieve objectives

Chapter 3 Research Methodology
through data collecting and analyzing
methods.

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 The collected data analysis through the
Chapter 4 Data Analysis and Discussion interviews and discussion with
professionals. Furthermore, the research
findings carried out by under the Research
discussion.
Provided by Research Conclusion,
Chapter 5 Conclusions and
Recommendation, and Limitation for
Recommendations
Research areas.
Table 1.1 - Chapter breakdown

1.8 Chapter Summary

This research will be overview the factors of the conflicts in construction industry
which is help to construction teams to minimize conflicts and complete projects without
conflicts. This research will be grouped conflict factors main three types which can be
identify as Behavioral conflicts, Contractual conflicts and Technical problems. Main
reasons for the Behavioral conflicts are poor Communication with each other, different
cultural people in the project team. As well as Contractual Problems are arising due to
client fail to complete Interim payments on time, delay of projects and client fail to
responses manner. Other problem of technical problems will arising due to uncertainty
coting, Contractors less quality works, unsuitable instructions of Engineers and
Architectures. Due to conflicts project may be delayed, cost overruns and there is less
quality works. The minimizing construction conflicts above disadvantages can be
decrease, as well as there are good relationship between the project team members.

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Chapter 02: Literature review

2.1 Introduction

This chapter discuss about the types of conflicts. As well there are two objectives whole
described. Under the first and second objectives reviewing the types of conflicts, the
causes of the conflicts and investigation of the types of conflicts occur during construction
stage. All of these information are have been collected through previously published
researchers and the statistical data which has been currently published. Therefore
through this research it is addressing all the conflicts types and causes of the conflicts of
the construction stage in Sri Lankan context.

2.2 Concept of Conflict

A conflict can be a doubt, opposition, questioning, incompatible behavior or a controversy

interaction (Chan, 2005). Conflicts in the construction industry conveys the impressions
of obstacles including loss of profits, increased project cost, reduced productivity
disagreements in business relationships (N. Jaffar, 2011). According to Maiti (2018)
construction industry experience a new trend of failure of meetings, the delivery due to
conflicts arise related with the various decisions taken by multiple stakeholders involved
in a specific project (Maiti, 2018). Smith clearly points out “occurrence of conflicts in the
construction industry is native as well the industry function as a results of the conflicts”
(Gameson, 1992). Countless number of literatures have been studied from early eras to
get an overview of the factors responsible for conflicts which effect on the construction
industry and construction projects (Conflicts and Disputes in Construction Projects, 2017)

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2.3 Classifications of conflicts

The occurrence of conflicts varies according to the different variables reflected to the
studies of each researcher. Therefore conflicts can be classified as follows. Williamson
has identified the root causes for these conflicts which will be based for this study
(Williamson, 2018). Those highlight conflicts which occur due to three (3) types of factors
which are behavioral, contractual and technical problems, respectively. According to
above explained factors of conflict types, conflicts due to contractual problems occur due
to delays in payment from the clients, late giving of possession, unclear of contractual
terms and so on. Moreover, conflicts due to behavioral factors occur due to poor
communication between the project team members, inability of the members to check for
constructability and so on. Furthermore, conflicts which arise due to technical problems
occur as a result when the contractor failed to work in an efficient manner and as well
delayed specification requirements from the engineers will also leads to conflicts due to
technical problems (N. Jaffar, 2011).

2.4 Factors of Conflicts in Construction Industry

Nirmal Kumar Acharya (2006), Young Dai Lee (2006), and Jung Ki Kim (2006) has found
six key factors which is responsible mainly for the occurrence of conflicts in the
construction industry. Furthermore, this literature study concludes that the owner’s party
is the most conflict creating party among all the other factors and secondly it is the
consultant’s party. They also mention that proper management from the owner’s side
results in a conflict free project which will also help in saving both money and time
improving the performance of the project (Maiti, 2018). According to Yiu and Cheung
(2006) occurrence of conflicts in the construction industry can be taken place due to
differences in decisions and interests within the stakeholders of the construction project
(Ejohwomu, 2016). Cakmak, and Pinar Irlayici Cakmak (2014) also conducted a literature
study which helps to find out four factors that results in occurrence of conflicts. Moreover,
they stated that the contract related factors play a major role in occurrence of conflicts in
the construction industry (Conflicts and Disputes in Construction Projects, 2017).

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Furthermore, the following table depicts few extra literatures conducted and the sources
of conflicts which had been discovered.

Research Sources of conflicts

Below areas were founded.

Bristow and Vasilopoulous in (1995) 1 unrealistic expectations
2 contract documentations
3 lack of communications
4 lack of team spirit
5 occurrence of changes
Six areas were found:
Conlin et al. in (1996) 1 problems occurred in payment
process,
2 problems in performance
3 delay,
4 low quality of work
5 negligence of work
6 administration
Diekmann et al. (1994) Three areas were found:
1 people and product
2 Process
3 Product
Four areas were found:
Semple et al. (1994) 1 acceleration
2 access
3 weather
4 changes occur
Two areas were found:
Sykes (1996) 1 occurrence of misunderstandings,
2 unpredictability

Figure 2.1 - Research and Sources

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2.2 Behavioural problems

Behavioral problems in the construction industry include cultural differences, human

interactions between project team members and the personalities, professional
backgrounds of each members. Some of the other issues such as desire for growth, future
ambitions, frustrations and dissatisfactions, communication skills, fraud and faith of each
member will also cause of conflicts (Edgerton, 2014). The instincts about everything are
very strong in the people who is in the industry. They need all the things to be approved
because they have a need to emulate their leaders and their concepts. They just try to
make the other party feel that he belongs to that specific group and make them feel
special(Muhammad Umer Zubair, 2017). When self-respect exists between each other
conflicts can be easily resolved. Not only people try to protect their self-image, but also
they desire to extend the position and claim that it belongs to them. Every person needs
a better future, space and the possibility of increasing the self-recognition. Increasing
power and goal realization and aids in resolving conflicts (Edgerton, 2014). According to
Camicheal conflicts in the construction industry arise mostly due to the needs and wants
of people who involved in the building project (Camicheal, 2002). From the owner’s side
it is to have a space for certain purposes as well from the designer side he has the idea
of building a design his building or design which might help to build up his reputation, his
artistic career and money to fulfill his needs and wants (Muhammad Umer Zubair, 2017).
When unexpected situations took place then communication between members will broke
down moreover, money losses and refuses will also take place (Edgerton, 2014).

2.3 Contractual Problems

The participation of multiple stakeholders in a building project is governed through a

contract form which can also be defined as the services for money and exchange of the
materials used in a construction project. “A contract can be defined as a set of promises
for the breach of the performance of which the law in some way recognizes as a duty”
(Teubner, 2000). Definitions, interpretations and clarifications of the contract are included

16
in the contractual conflicts. These types of problems cause significant conflicts in many
building construction projects (Garza, 2021). Standard contract documents are guided by
the industry organization in project operation. This standard contract document guides
operations towards the standard practices. It recognizes everyone in the building project
such as owners, architects, contractors but a perfect set of standard contract documents
does not exist (Rauzana, 2016). All the drawings in contract documents have mechanical
drafting errors in somewhere or can be lack in an important dimension. Many of the errors
occur due to the human nature of the architect who design the plan. Not only the human
errors but also error can be undertaken when in design and construction process too.
Larger the project, drawings, stakeholders, designs and decisions the more errors, can
be taken place (Rauzana, 2016).

When a person who has a right to rely on the profession is hurt then the document errors
become liabilities. In addition, one more factor which effects on contractual conflicts is the
plan or drawings of the building project. “Another cause of conflicts in the design
deficiencies is that categorized under contractual conflicts is defective plans” (Chang,
2016). Though most of the people working with plans in the industry got a working idea
there is no proper standard method of measuring the defects in a plan. Every person who
works with plans and drawings knows that there are no complete drawings without errors.
There may be small errors like missing important dimensions and significant details,
wrong scales, errors in elevations and many more. Plans can be made better and can be
improved always but the conflicts will always stay between them. Main problem cause
through the use of defective plans is that taking place of unnecessary costs. Architect has
the advantage of the idea of the plan he has drawn. But sometimes pressure from the
client’s side, lack of details on drawings, lack of notes in the dimensions of the drawings
can be affected on the degree of performance (Rauzana, 2016).

2.4 Technical Problems

Technical conflicts which occur due to uncertainty are the most common issues happen
in the construction industry. Galbraith stated that “uncertainty is the difference between

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the amounts of details which already possessed by the company the details which
required more by the company. Here the required amount of information depends on the
complexity of the task depending on the time and budget” (Chang, 2016). Moreover, this
uncertainty can happen as a result of overdesigning, nature of the soil report, late
instructions from the designer and so on. Technical conflicts also include engineering
clarifications too. It is a part of the decision-making process in engineering. Conflicts can
also be arisen if some person has failed to count the cost where the cost should already
be defined (A. H. Abdul Tharim, 2011). Another significant issues which pave the way to
technical conflicts are lack of skilled workers, use of low-quality raw materials, scheduling
and etc. Lacking skilled workers is a big problem faced by the construction industry. Today
all the younger generation is pushed towards to the college not to vocational trades
(Biggest Problems in Constructon Industry, 2015). Therefore, they do not have the
practical knowledge. Furthermore, scheduling can also be another problem in
construction industry. Moreover, the contractors should be aware about all of these
aspects during the construction and should deliver the service accordingly (Castro, 2017).

2.7 Summary

This literature review significantly overviews the factors of conflicts such as behavioral
conflicts, contractual conflicts and technical conflicts related to construction industry
which covers the main objectives reviewing he types of conflict during construction stage,
investigating the impacts of conflicts to the quality of building projects and establishing
the relation between the conflict type and the quality of the building projects. Multi-cultural
team problem, lack of communication between the team members, clarity and etc. will
lead to behavioral problems whereas delays in payments from the client side, improper
project schedules, poor responds of the clients, and etc. lead to contractual problems.
Moreover, contractor’s performance, late instructions of the designers and etc. are the
factors lead to technical conflicts.

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Chapter 3 – Research Methodology

3.1 Introduction

This chapter consists the methodology of the research which is carried out in every part
of the research. In this section the main components are the research design approach,
Research sample and participants, Process of data collection, Data analysis technics.
The most important part of any research is the research methodology. It determines the
validity and the quality of the results from the data analysis. Igwenagu (2016) has stated that
theoretical and systematic methods which has been applied to this fields of this study is
known as research methodology (Igwenagu, 2016). The general research strategy which the
researcher has decided to use in his research can be described as the research
methodology.

Literature review of this project depicts an extensive set of data in order to identify the
conflicts types which occur in the construction industry and conflict management. A
certain gap was identified within the available literature reviews. Therefore, the target of
this literature review is to explore the systematic methods to eliminate the identified gaps.
The purpose of this methodology is to achieve the aims and objectives of the selected
research topic and to manage and minimize the conflicts which arise during the
Construction stage in Sri Lanka.

Relationship related conflicts, process related conflicts, task related conflicts, behavioral
related problems, contractual related problems and technical related problems are some
of the conflict types that arise during the construction stage. Out of them Behavioural
related, Contractual related and Technical related conflicts are the most commnly seen
conflict classification types in Sri Lankan context because they involve the main factors
such as human interaction, contract interpretation and the project nature.

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3.2 Research Process

In order to establish the Aim, Objective and the Research problem a background study
was carried out. After that to get an understanding of the impact of this occurring conflicts
and prevailing conflicts a literature review has been carried out. Furthermore, Literature
Review helps to identify the impacts of conflicts handling methods in construction dispute
resolution. Moreover, an empirical investigation was done to gather evidences for the
research question. This empirical evidence is gathered through a quantitative method.
The figure 3.1 below demonstrate the steps taken to facilitate the investigation.

Figure 3.1 - Research Process

Background Study

Identifying Research Area and Problems

Literature Review

Establishing Research Aim and Objectives

Develop Research Methodology, Data collection and Analysis

Conclusion & Recommendation

Figure 3.1 - Research Process

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3.2 Research design

In order to find out solutions the best possible way would be going to a quantitative
approach rather going to a qualitative or mix approaches. In here we cannot identify the
problems that will arise in the future. Therefore, qualitative method is not good. As well
mix method is a combination of both qualitative and quantitative approaches so that it will
also not suitable. As a result, questionnaire surveys can be conducted. Purpose of
conducting a questionnaire survey is to collect data and share people’s experiences. As
well surveys are also used to analyze responses and to find large picture trends. For this
I would choose the open-ended questioner survey. Because I can find out lot of
information. Survey involves close-ended questions and usually designed to drive results.

3.2.1. Data collection Techniques

A pilot study will be carried out to get the current situation about the selected research
topic. It will be done by interviewing the construction professionals in the field. This
method helps to find out current tendencies within the market as well as give competitive
intellect. Furthermore, it also helps to find out where the company stands in the industry
as well what customers think about the business. Moreover, I am going to collect extra
data can be collected through books, journal papers, domestically collected data,
accurate websites such as Research Gate, google scholar, Government records,
previous research papers and Government website not only from our country but also
from other countries. After that in order to analyze all the data collected I use deductive
approach which depicts as the rising hypothesis which is based on the existing theory
and after that planning a research strategy to test the hypothesis.

3.3 Research sample and participant

My focus group for this questioner survey will be the people who currently work in the
construction field because they are the ones who interacts with the problems most of the

21
time. Therefore, consultants can be removed since this research is conducted during the
construction period. So, I will be asking 11 questions each from citizens and
professionals. My sample group would be 55 personnel including quantity surveyors,
project managers, architectures, engineers and technical officers.

3.5 Data analysis techniques

The data collected from quantity surveyors, engineers, architectures, project managers
and technical officers are analyzed using mean finding, standard deviation finding in order
to find out the obtained data gives a positive impact or a negative impact. First the mean
of the collected data will be found by dividing the sum of all the responses by number of
responses received with respect to the contractual, behavioral and technical conflicts.
Then the standard deviation would be calculated by getting the square root of the square
of the sum of mean subtracted by the set of responses and dividing it by the size of the
set of responses. Finally, the standard deviation will be subtracted from the mean in order
to find out the impact caused from the responses as explained above.

3.5.1 Sample Data Analysis

A close ended questioner survey was designed in order to gather data through the survey.
This survey was shared among 55 professionals in the field via email in order to gather
data. The background of their profession is used to identify their roles and responsibilities
in managing a construction project. As well the questionnaires were provided to the
quantity surveyors, engineers, architectures, project managers and technical officers of
the construction industry. Here the scale is used where the responders respond to the
questions by the scale of very low-1, low-2, moderate-3, high-4 and very high-5
respectively with the minimum value of 1 and maximum value of 5. Structured questioners
have been designed by the researcher as the main instrument of data collection.

22
3.5.2 Mean Finding

Mean is the sum of set of data divided by number of data. This is used to compare the
performances during two different time periods. Here the mean is calculated by getting
the sum of each response multiplied by the scale values accordingly and dividing them
by the number of responses received. In contractual conflicts highest mean of 38 is
acquired by inability of the members to check for constructability where the lowest mean
of 34.2 is acquired by the unclear contractual terms, in behavioral conflicts highest mean
of 37.6 is acquired by communication skills where the lowest mean of 28.8 is acquired by
cultural differences and in technical conflicts the highest mean of 39.2 was acquired by
lack of skilled workers where the lowest mean of 36 is acquired by late instructions from
the designer.

3.5.3 Standard Deviation Finding

Standard deviation is used to identify the shape of the distribution or to identify how close
the individual data values are from the mean value. Standard deviation is calculated by
getting the square root of the square of the sum of mean subtracted by all the set of values
and dividing it by the size of the set.

23
3.5.4 Mean – Standard Deviation (M-SD)

Through mean-standard deviation we can get a better knowledge about the positivity and
negativity of the obtained data. If the mean-standard deviation is plus (+) a positive impact
is taken place while if the mean-standard deviation is minus (-) we can consider it as a
negative impact. This is depicted by the below tables 4.1, 4.2, 4.3.

3.5 Conclusion

In the beginning of this chapter an introduction to what is meant by a research methodology

was given. The research design approach of this is recognized as a quantitative method.
From the mean of this we can compare the different performances within the behavioral,
contractual and technical conflicts. From the standard deviation we can identify how close the
individual data values are from the mean value. Finally by subtracting the standard deviation
from the mean, if it is plus there is a positive impact and if there is a minus it is a negative
impact.

24
Chapter 04 - Data Analysis & Findings

4.1 Introduction

This section is deployed on the discoveries that are acquired through the collection of
data. The questionnaire Survey was conducted in order to recognize the Conflicts take
place in the Construction phase of building project. The survey consisting of 11 questions
was conducted among 55 personnel who are working within the construction field.
Acquired raw data are analyzed with the support of bar charts and pie charts for graphical
illustration. Collected data has paved the path to reach a conclusion by discussing the
findings of the questionnaire survey. Data is collected based on the literature review
related to the managing conflicts in the construction stage of building construction. Here
the conflict types and key elements of conflict management is identified. As well the data
of acquisition process of key knowledge areas are found through the literature survey. In
order to acquire those key elements this questioner survey was conducted among the
Project Managers, Engineers, Architectures, Quantity Surveyors and Technical officers.
Relevant information was obtained from 55 personals to carry out this project.

25
 4.2 Demographic Data

Figure 4.1 - Profession in the Construction Industry

Figure 4.1 - Profession of Construction Industry

Figure 4.2 - Experience in the construction Industry

Figure 4.2 - Experience of the construction Industry

26
Figure 2.3 - Experience in the Building construction Industry

Figure 3.3 - Experience of the Building construction Industry

In this research, demographic data gives an idea about the profession and the years of
experience within the construction industry. According to figure 4.2 majority of 61.8% out
of the responses are quantity surveyors, 12.7% are engineers, and 10.9% are project
managers whereas a minority of 7.3% are technical officers and no architectures. When
considering the years of experience in the field, according to the figure 4.3 and 3, 44.2%
has 6-10 years of experience, 32.7% has an experience of below 5 years while 9.6% out
of the responders have more than 11 years of experience. Neither of the responders have
above 16 years of experience. Furthermore 92.7% of the responders do have experience
in building construction industry in Sri Lanka. Considering all the data collected, it is clear
that all the responders were responsible personnel in field who are having a good
knowledge on the subject.

27
Figure 4.4 - Experience of Conflict Methods

Figure 4.4 - Experience of Conflict Method

Figure 4.5 - Frequency of Facing Conflicts

Figure 4.5 - Frequent of Facing Conflicts

Figure 4.4 and 4.5 gives the contextual data which refers to the data that includes the
subject matter which is to be analyzed in order to achieve the research objectives.
According to the figure 5 more than 40 responders have faced contractual problems and
more than 30 responders have faced behavioral problems. Moreover, the majority of 50

28
responders have faced technical problems during the construction process. Furthermore,
according to the figure 6 technical problems are the most often faced conflicts whereas
contractual problems are the second and behavioral problems are the third. As well there
is no person who have not faced any conflict. This is an evidence that each and every
personnel had to face different conflicts even the well experienced people when working
in the construction industry.

Figure 4.6 - Facing Conflicts under Contractual Problems

Figure 4.6 - Facing Conflicts under Contractual Problems

29
Figure 4.7 - Facing Conflicts under Behavioral Problems

Figure 4.7 - Facing Conflicts under Behavioral Problems

Figure 4.8 - Facing Conflicts under Technical Problems

Figure 4.8 - Facing Conflicts under Technical Problems

Figures 4.6, 4.7, 4.8 refers to the conflicts that has to face under contractual, behavioral
and technical conflicts. Under contractual problems about 50 of the responders have
faced conflicts due to delays in payments from the clients, more than 40 responders have

30
faced conflicts due to poor communication between the project team members, more than
25 have faced conflicts due to unclear contractual terms and inability of the members to
check for constructability, whereas about 25 responders have faced conflicts due to late
giving of possession. Furthermore, under the behavioral problems about 50 of the
responders have faced conflicts due to human interactions between project team
members, more than 40 responders have faced conflicts due to communication skills and
frustrations and dissatisfactions, more than 25 due to the professional backgrounds of
each member and less than 30 of the responders have faced conflicts due to cultural
differences. Moreover, under technical problems about 50% of the responders have faced
conflicts due to lack of required information, more than 40% of the responders have faced
conflicts due to lack of skilled workers, use of low quality raw-materials and not having
the practical knowledge and more than 30 responders have faced conflicts due to the late
instructions given by the designer.

Figure 4.94 - Impact of Contractual Conflicts to Quality of the Building Projects

Delays in Unclear Poor Inability of the Late giving of

payment from the contractual terms communication members to possession
clients between the check for
project team constructability
members

Figure 4.95 - Impact of Contractual Conflicts to Quality of the Building Projects

31
Figure 4.10 - Impact of Behavioral Conflicts to Quality of the Building Projects

Cultural Human Professional Frustrations Communicati

differences interactions backgrounds and on skills
between of each dissatisfaction
project team member s
members
Figure 4.10 - Impact of Behavioral Conflicts to Quality of the Building Projects

Figure 4.11 - Impact of Technical Conflicts to Quality of the Building Projects

Lack of Late Not having Lack of skill Use of low-

required instructions the practical workers quality raw
information from the knowledge materials
designer

Figure 4.11 - Impact of Technical Conflicts to Quality of the Building Projects

32
Figure 4.9, 4.10, 4.11 figures depict the impact of contractual, behavioral and technical
conflicts make to the quality of the building project. Under the contractual conflicts most
of the responders have selected moderately for the factors like delays in payment from
the clients, unclear contractual terms, poor communication between the project team
members and late giving of possession which affect for the quality of the building project
while whereas 16 responders has selected high in inability of the members to check for
constructability. Furthermore, under behavioral problems most of the responders have
selected moderately for the factors human interaction between project team members,
Professional backgrounds of each members, frustrations and dissatisfactions whereas 21
has choose cultural differences and 21 has choose communication skills. Moreover,
under technical problems 20 and 18 responders have selected moderate for lack of
required information, late instructions from the designer respectively while 20 and 21
responders have chosen high for lack of skill workers, use of low-quality raw material
whereas equal amounts of responders have chosen high and moderate for not having the
practical knowledge.

Data is analyzed in accordance with the responses obtained from the 55 personnel
through the questionnaire survey conducted to identify the conflicts occur in the
construction stage of the building construction in Sri Lanka.

4.2 Contractual Data

The responders have given comprehensive information regarding the causes of

contractual conflicts taken place in the construction industry. Table 4.2 represents the
calculated values of standard deviation and mean value of contractual conflict causes.

33
 Impact Maximum Minimum M SD M - SD Effect

Delays in payment from 5 1 37.2 25.86 11.34 Positive

the clients

Unclear contractual 5 1 34.2 22.99 11.21 Positive

terms

Poor communication 5 1 36.8 26.11 10.09 Positive

between the project
team members

Inability of the members 5 1 38 25.86 12.14 Positive

to
check for
constructability

Late giving of possession 5 1 37 26.46 10.54 Positive

Table 4.2 - Mean value and Standard Deviation of Contractual Problems

4.3 Behavioural Data

The responders have given comprehensive information regarding the causes of

behavioral conflicts taken place in the construction industry. Table 4.3 represents the
calculated values of standard deviation and mean value of behavioral conflict causes.

Impact Maximum Minimum M SD M - SD Effect

Cultural differences 5 1 28.8 20.63 8.17 Positive

Human interactions 5 1 36.8 26.45 10.35 Positive

between project team
members

34
 Professional 5 1 33.6 19.93 13.67 Positive
backgrounds of each
member
Frustrations and 5 1 35 24.8 10.2 Positive
dissatisfactions
Communication skills 5 1 37.6 26.78 10.82 Positive

Table 4.3 - Mean value and Standard Deviation of Behavioral Problems

4.4 Technical Problems

The responders have given comprehensive information regarding the causes of technical
conflicts taken place in the construction industry. Table 4.4 represents the calculated
values of standard deviation and mean value of technical conflict causes.

Impact Maximu Minimu M SD M - SD Effect

m m
Lack of required 5 1 37 25.77 11.23 Positive
information
Late instructions from 5 1 36 24.86 11.14 Positive
the designer
Not having the 5 1 39 29.24 9.76 Positive
needed practical
knowledge
Lack of skilled workers 5 1 39.2 35.44 3.76 Positive
Use of low-quality raw 5 1 37.8 32.19 5.61 Positive
materials

Table 4.4 - Mean value and Standard Deviation of Technical Problems

35
4.5 Discussion

According to the research findings from contractual conflicts, delays in payment from the
clients, unclear contractual terms, poor communication between the project team
members, inability of the members to check for constructability, late giving of possession
are positive. It is found that among these conflicts most occurring contractual conflict is
inability of the members to check for constructability, secondly is the delays in payment
from the clients, thirdly is the unclear contractual terms, fourthly is the late giving of
possession and finally is the poor communication between the project team members.
Similarly, same behavioral conflict in Malaysian context of construction industry was
found by Jaffar (2011). Furthermore, Teubner (2002), Rauzana (2016), Garza (2021) has
found the similar contractual problems in the foreign context of the construction industry.

According to the findings from behavioral conflicts taken place in the construction industry
of Sri Lankan context communication skills, cultural differences, professional
backgrounds of each member, frustrations and dissatisfactions, human interactions
between project team members are positive. It is found that among these conflicts most
occurring behavioral conflict is professional background of each member secondly is the
communication skills, thirdly is the human interaction between project team members,
and finally is the frustrations and dissatisfactions. Similarly, same contractual conflict in
Malaysian context of construction industry was found by Jaffar (2011). Furthermore,
Camicheal (2002) has also found behavioral conflicts in the New South Wales context of
construction industry, Edgerton (2014) and Muhammad Umer Zubair (2017) has found
the similar behavioral conflicts in foreign context.

According to the findings from technical conflicts taken place in the construction industry
lack of skilled workers, late instructions from the designer, not having the needed practical
knowledge, lack of required information, use of low-quality raw materials are positive. It
is found that among these conflicts most occurring technical conflict is lack of required
information secondly is the late instructions from the designer thirdly is the not having the
needed practical knowledge fourthly is the use of low-quality raw materials and finally is
the lack of skilled workers. Similarly, same technical conflict in Malaysian context of

36
construction industry was found by Jaffar (2011). As well Castro (2017) and Chang (2016)
has found the similar problems related to the technical conflicts in the foreign context of
construction industry. So according to the responds collected from the professionals of
the industry we can come to a conclusion in which manner the contractual conflicts,
behavioral conflicts and technical conflicts affect the building construction field in Sri
Lanka.

4.5 Findings

As explained above Bristow and vasilopoulous (1995) has categorized the conflict types
into six areas as unrealistic expectations, contract documentations, lack of
communications, lack of team spirit and occurrence of changes. Colin (1995) also has
categorized the conflict types into six areas as payment problems, performance problems,
delays, negligence of work, low quality of work and administration. Diekmann (1994) has
categorized the conflicts into three types as people, process and product. As well Semple
has categorized the conflicts into four types as acceleration, access, whether and
changes occur. Sykes (1996) has divided the conflict types into two types as occurrence
of misunderstanding and unpredictability. All of these researches are age old ones so the
need of a new research on the managing conflicts in the construction industry immerged.
Acharya and Lee in (2006) have investigated the conflict factors which is in the Korean
construction industry. Therefore, accordingly through this research paper it has divided
the conflicts types into three categories as behavioral conflicts, contractual conflicts and
technical conflicts which is in the Sri Lankan construction industry.

37
Chapter 5 - Conclusion and Recommendation

5.1 Introduction

Development of final conclusions based on the findings of the research are focused on this chapter.
As well the archived the objectives from the results of the research will also be discussed under this.
Moreover, this research will aim to provide recommendations for the future generation who are
having any idea to continue on researches under the same area.

5.2 Conclusion

5.2.1 Objective 1 – Review the types of conflict and the causes of conflicts during
Construction stage

Factors of conflicts and the causes of conflicts prevailing in the construction industry is
significantly overviewed by the literature review of this paper which will give a clearer
understanding to the project team. It has been explained about the different
categorizations of conflicts in different countries such as Bristow and vasilpoulous’s
(1995) six categorizations of conflicts, Conlin’s (1996) six categorizations of conflicts,
Pinar Irlayici Cakmak’s (2018) four categorizations of conflicts, Diekmann’s (1994) three
categorization of conflicts, Semple’s (1994) four categorizations of conflicts and more.

5.2.2 Objective 2 – Investigate the types of conflicts occur during Construction

stage in Sri Lankan context.

This paper categorize the conflicts happening in the construction industry of Sri Lanka
mainly into three as contractual conflicts, behavioral conflicts and technical conflicts.
Conflict can be arise due to behavioral problems such as Cultural differences, Human
interactions between project team members, Professional backgrounds of each member,
Frustrations and dissatisfactions, Communication skills. Conflicts can also be arise under

38
the factors of contractual problem such as unclear contractual terms, delays in payment
from the clients, inability of the members, poor communication between the project team
members to check for constructability, late giving of possession. Furthermore, Use of low-
quality raw materials, lack of skilled workers, not having the needed practical knowledge,
late instructions from the designer, Lack of required information which is due to technical
problems.

5.2.3. Objective 3 – Investigate the impacts of conflicts to the quality of building

projects.

According to the conflicts explained above which occurred in the construction industry of
Sri Lanka there are many impacts which can be affected to the construction industry
internally and as well externally. They are loss of professional reputation, loss of
profitability, reduction of work efficiency, quality degradation, project cost overruns,
additional expenses in managerial and administration, interruption in work process,
delays in project durations, extra time for rework and many more.

5.2.4 Objective 04 – Establish the Relation between the conflict type and the
quality of the building project

The relationship between the conflict type and the quality of the building projects built
through the through the mean-standard deviation. From this we can get a better
knowledge about the positivity and negativity of the obtained data. Here if the mean-
standard deviation is plus (+) a positive impact is taken place while if the mean-standard
deviation is minus (-) we can consider it as a negative impact.

5.3 Recommendation

Construction industry is one of the most famous industry in Sri Lanka. Moreover, it was
an extending from early ages until now when compared with other industries. There are

39
many available ongoing construction projects in Sri Lanka.Due to the complexity within
this industry more conflicts can happen. Therefore, proper conflict management is needed
in order to succeed a project. Though it is needed in Sri Lanka it seems to be a lack of
interest in conflict management. Conflict management comes under all engineers,
quantity surveyors, Architectures, Technical Officers and Project managers. But they also
lacked the interest in this area. Finally, due to all these findings this research paper will
provide a productive references on managing conflicts in the future for project teams.

Limitations

• 55 Persons in the industry were selected for the study.

• Questionnaire survey was limited to professionals in Sri Lanka construction industry

• All the respondents were occupied in between C1 – C9 CIDA Grading Scheme.

5.4 Further Research Studies

 Effect on the quality and time management of construction projects due to lack of
proper understanding on conflict management.
 Effect on the project cost due to inappropriate conflict management.

40
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44
Annexures

The Purpose of this questionnaire Survey is to identify the Conflicts in Construction

Stage of Building Construction.
The following survey will be conducted to fulfill the requirement of the final year
research project of the quantity surveying degree Program at Sri Lanka Institute of
Information Technology (SLIIT). Therefore, your Participation in the questionnaire
survey will be highly appreciated for taking your valuable time to share your
experiences.
All your responses to the survey will be kept confidential and anonymous.
Thank You.
If you have further inquiries of information related to the study, feel free to contact me
using the following e - mail: qs18747928@my.sliit.lk

1. What is your profession in construction industry?

o Project Manager
o Engineer
o Architecture
o Quantity Surveyor
o Technical officer

2. Years of Experience within the Construction Industry?

o 0-5
o 6 – 10
o 11 – 15
o 16 – 20
o 20+

3. Do you have experience in Building construction industry in Sri Lanka?

o Yes
o No

4. Do you have experience following types of conflict in the Building construction in

Sri Lanka?
o Contractual Problems
o Behavioral Problems

45
 o Technical Problems

5. How frequent you face following conflicts in Construction Stage of Building

Construction in Sri Lanka?
o Contractual Problems
o Behavioral Problems
o Technical Problems

6. Do you face following conflict under Contractual Problems from the given list?
o Delays in payment from the clients
o Unclear contractual terms
o Poor communication between the project team members
o Inability of the members to check for constructability
o Late giving of possession

7. Do you face following conflict under Behavioral Problems from the given list?
o Cultural differences
o Human interactions between project team members
o Professional backgrounds of each member
o Frustrations and dissatisfactions
o Communication skills

8. Do you face following conflict under Technical Problems from the given list?
o Lack of required information
o Late instructions from the designer
o Not having the practical knowledge
o Lack skill workers
o Use of low-quality raw materials

9. What source of an impact these contractual conflicts make to the quality of the
building project?
o Delays in payment from the clients
o Unclear contractual terms
o Poor communication between the project team members
o Inability of the members to check for constructability
o Late giving of possession

46
10. What source of an impact these Behavioral conflicts make to the quality of the
building project?
o Cultural differences
o Human interactions between project team members
o Professional backgrounds of each member
o Frustrations and dissatisfactions
o Communication skills

11. What source of an impact these Technical conflicts make to the quality of the
building project?
o Lack of required information
o Late instructions from the designer
o Not having the practical knowledge
o Lack of skill workers
o Use of low-quality raw materials

47