PMI CAPM (Certified Associate in Project Management) Examination Content OutlineBusiness Analysis FrameworksMedium
A business analyst is facilitating a workshop with diverse stakeholders to gather requirements for a new customer relationship management (CRM) system. Several stakeholders have conflicting views on a critical feature, leading to a stalemate. Which of the following techniques should the business analyst employ to resolve this conflict and move forward?
- AExclude the conflicting stakeholders from future discussions.
- BFacilitate a negotiation session to find a mutually acceptable compromise.
- CUnilaterally decide on the feature based on their own judgment.
- DEscalate the decision to the project sponsor without further discussion.
Show answer & explanationAnswer & explanation
Correct answer: B. Facilitate a negotiation session to find a mutually acceptable compromise.
When stakeholders have conflicting views, facilitating a negotiation session is the most effective way to reach a mutually acceptable compromise. This approach respects all perspectives and aims for a solution that satisfies the most critical needs while maintaining stakeholder buy-in.
Why the other options are wrong
- A. Excluding stakeholders is counterproductive to eliciting comprehensive requirements and building consensus.
- C. Unilaterally deciding can alienate stakeholders and undermine trust.
- D. Escalating prematurely without attempting resolution can delay the project and indicate a lack of BA leadership.
Conflict Resolution (BA)
Conflict resolution in business analysis involves techniques used to address disagreements among stakeholders regarding requirements or proposed solutions to reach a consensus or acceptable compromise.
- Essential for managing diverse stakeholder needs.
- Aims for mutually acceptable solutions.
- Often involves negotiation and mediation techniques.
Memory trick: CAN'T AVOID CONFLICT, so COMPROMISE, ACCOMMODATE, NEGOTIATE, or COLLABORATE.