PMI CAPM (Certified Associate in Project Management) Examination Content OutlineBusiness Analysis FrameworksHard
A business analyst is facilitating a workshop with diverse stakeholders to gather requirements for a new customer relationship management (CRM) system. During the session, several stakeholders express conflicting priorities, making it difficult to reach a consensus on critical features. Which stakeholder engagement technique would be most effective in resolving these conflicting priorities and moving forward?
- ABrainstorming
- BObservation
- CDocument analysis
- DConflict resolution and negotiation
Show answer & explanationAnswer & explanation
Correct answer: D. Conflict resolution and negotiation
When conflicting priorities arise, the business analyst needs to actively employ conflict resolution and negotiation techniques to facilitate discussion, identify underlying interests, and work towards a mutually acceptable solution or compromise.
Why the other options are wrong
- A. Brainstorming is used for generating ideas, not for resolving conflicts over existing priorities.
- B. Observation is used to understand current processes, not to mediate conflicting stakeholder priorities.
- C. Document analysis is a passive technique for reviewing existing materials, not for direct stakeholder interaction to resolve conflicts.
Conflict Resolution & Negotiation (BA)
Techniques used by business analysts to manage disagreements among stakeholders, identify common ground, and facilitate consensual decisions or acceptable compromises.
- Crucial for managing diverse stakeholder interests.
- Involves active listening, mediation, and establishing common goals.
- Aims to achieve consensus or an acceptable solution for the project.
Memory trick: Engage to CONFLICT, then RESOLVE to connect.