Project Management Professional (PMP)® Examination Content OutlinePeopleMedium
During a critical phase of a project, the project manager observes that two key team members are consistently clashing over technical approaches, leading to delays and a decrease in morale. The project manager needs to address this conflict effectively to ensure project success. Which conflict resolution technique should the project manager prioritize to achieve a lasting solution while fostering team collaboration?
- AFacilitating a direct discussion between the team members to understand underlying issues and find a mutually acceptable solution.
- BWithdrawing one of the team members from the task to avoid further confrontation and reassigning their responsibilities.
- CSmoothing over the conflict by emphasizing areas of agreement and downplaying the differences.
- DForcing a decision based on the project manager's authority to quickly resolve the disagreement.
Show answer & explanationAnswer & explanation
Correct answer: A. Facilitating a direct discussion between the team members to understand underlying issues and find a mutually acceptable solution.
Facilitating a direct discussion, also known as confrontation or problem-solving, is the most effective conflict resolution technique as it addresses the root causes and leads to a lasting, mutually agreeable solution, thereby fostering collaboration.
Why the other options are wrong
- B. Withdrawing is a lose-lose approach that avoids the conflict and does not address the underlying issues, potentially causing resentment.
- C. Smoothing is a temporary solution that does not resolve the underlying conflict and may lead to recurrence.
- D. Forcing is a win-lose approach that can damage morale and trust, and doesn't address underlying issues.
Confrontation/Problem-Solving Conflict Resolution
A conflict resolution technique that involves bringing the conflicting parties together to discuss the issues directly and find a mutually acceptable solution.
- Addresses the root cause of the conflict.
- Aims for a win-win outcome.
- Requires open communication and willingness to compromise.
Memory trick: Solve problems by talking it out, not shutting it down.