Project Management Professional (PMP)® Examination Content OutlinePeopleMedium
A project manager is overseeing a complex IT infrastructure upgrade. During a critical phase, two key system administrators, usually highly collaborative, begin to openly disagree on the technical approach for migrating a legacy database. Their arguments are becoming disruptive to other team members and are delaying progress. The project manager needs to address this conflict effectively to restore team harmony and ensure project continuity. Which of the following conflict resolution techniques is the most appropriate for the project manager to employ in this situation?
- AConfrontation/Problem-Solving, by bringing the administrators together to discuss the root causes and find a mutually acceptable solution.
- BSmoothing, by downplaying the differences and emphasizing areas of agreement to move forward quickly.
- CForcing, by making a unilateral decision on the technical approach and directing the administrators to comply.
- DWithdrawing, by allowing the administrators to resolve the issue themselves, believing they will eventually come to an agreement.
Show answer & explanationAnswer & explanation
Correct answer: A. Confrontation/Problem-Solving, by bringing the administrators together to discuss the root causes and find a mutually acceptable solution.
Confrontation/Problem-Solving directly addresses the conflict by encouraging open discussion and seeking a win-win solution, which is ideal for technical disagreements among experts. This technique aims to resolve the root cause, leading to a more sustainable resolution.
Why the other options are wrong
- B. Smoothing temporarily reduces tension but does not resolve the underlying issue, which is likely to resurface.
- C. Forcing might resolve the immediate issue but can lead to resentment and disengagement among skilled team members, potentially impacting future collaboration and project quality.
- D. Withdrawing avoids the conflict, allowing it to fester and potentially escalate, further delaying the project and damaging team morale.
Confrontation/Problem-Solving
A conflict resolution technique where the involved parties meet face-to-face to discuss the issue, understand different perspectives, and collaboratively find a mutually acceptable solution. It focuses on the problem, not the person.
- Aims for a win-win outcome.
- Requires open communication and trust.
- Most effective for complex issues that need a lasting solution.
Memory trick: Always Discuss, Never Dismiss, Find the Best Fix.