Thrown into a construction dispute: The personal toll of aggressive claims management

Grosse, Henning ORCID: 0000-0002-2523-0756 (2023) Thrown into a construction dispute: The personal toll of aggressive claims management. In: PROCEEDINGS OF THE 39TH ANNUAL CONFERENCE. Association of Researchers in Construction Management (ARCOM), London, pp. 579-588. ISBN 9780995546370

Preview

Text 14409 Grosse, Henning (2023) Thrown into a construction dispute - The personal toll of aggressive claims management.pdf - Published Version Available under License All Rights Reserved. Download (825kB) | Preview

Abstract

This practitioner research investigates the impact of aggressive claims management on project team members. I autoethnographically explore experiences on a construction project. While I maintained a cooperative relationship with the client and design team, another contractor employed aggressive claims management. The unfolding conflict provides the material - observations and experiences for this autoethnography. In addition, I use Heidegger's thrownness as a theoretical lens to understand the unfolding processes. The investigation shows that aggressive claims management raises stress levels in the team members resulting from the need to justify and defend oneself. Tactfulness mitigates the effects but is often insufficient due to robust economic necessities and raised emotional involvement. The stress and pressure almost inevitably lead to counter-aggression and the erosion of moral standards and values for economic survival, resulting in a vicious circle of even more severe conflict. I provide no answer to how to deal with the conflict, but I show its effects by using Heidegger's thrownness to explore where it originates.

Item Type:	Book Section
Article Type:	Article
Uncontrolled Keywords:	Autoethnography; claims management; emotions; Heidegger; stress
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD61 Risk in industry. Risk management
Divisions:	Schools and Research Institutes > School of Business, Computing and Social Sciences
Depositing User:	Kamila Niekoraniec
Date Deposited:	02 Oct 2024 15:04
Last Modified:	02 Oct 2024 15:15
URI:	https://eprints.glos.ac.uk/id/eprint/14409

University Staff: Request a correction | Repository Editors: Update this record