Construction projects have become increasingly complex, requiring effective management strategies to navigate challenges related to project contexts, interdisciplinary integration, and procurement processes. The Dutch Ministry of Infrastructure and Water Management (Rijkswaterstaat) has introduced the two-phase model to address these complexities. This model emphasizes client-contractor collaboration and differs significantly from traditional project management strategies. Emotional Intelligence (EI), particularly the competence of empathy, has been recognized as a valuable factor in improving collaboration and project performance. Additionally, Early Contractor Involvement (ECI) has gained international recognition as a project delivery model involving the contractor earlier in the project. ECI in the Dutch construction sector corresponds to the two-phase model of which the Bouwteam is a known example. This research aims to explore the role of empathy in improving project performance through client-contractor collaboration in the first phase of the two-phase model and provide a practical framework for practitioners. The research approach consisted of selecting four cases to conduct 16 semi-structured interviews. Qualitative data analysis software is used to research the research variables: empathy, two-phase model, collaboration, and project performance.

The research findings reveal two key relationships: the relationship between client-contractor collaboration and project performance and the relationship between empathy and client-contractor collaboration.

The relationship between client-contractor collaboration and project performance: the study indicates that client-contractor collaboration significantly influences project performance in the first phase of the two-phase model. Collaboration affects the actual performance of quality criteria and the perception of time and cost criteria. Key differences in the collaborative process within the two-phase model are a shift towards process-focused outcomes, shared responsibility between the client and contractor, and flexibility in criteria. Affective trust, communication, and cohesion are identified as crucial factors for successful collaboration. Tools such as Project Start-Up and team-building sessions facilitate collaboration and should be utilized to enhance project performance.

The relationship between empathy and client-contractor collaboration: empathy plays a pivotal role in facilitating understanding at the team member and organizational levels, fostering relationships, and promoting collaboration. It is particularly important in project phases where unfamiliarity between client and contractor exists. Empathy influences factors essential to the collaborative process, such as trust, communication, and cohesion. The research identifies factors that influence the occurrence of empathic behavior, including the work environment, team relationships, communication, and team size. A proactive attitude towards empathy and continuous development of empathic behavior are recommended for project success.

The research findings support the hypotheses that client-contractor collaboration and empathy positively contribute to project performance in the first phase of the two-phase model. A practical framework is proposed, consisting of four strategies, to improve project performance through empathy and collaboration. The framework should be applied collectively by project managers at the start of the first phase and throughout the project. Future research should explore quantitative testing of the hypotheses, validate the framework in practice, and investigate additional relevant competencies...