Project Management Professional (PMP)® Examination Content OutlinePeopleEasy
A project manager observes recurring disagreements between two senior team members regarding the technical approach for a critical deliverable. Both members are highly experienced and passionate about their respective methods, leading to unproductive arguments and stalled progress. What is the MOST effective conflict resolution technique for the project manager to apply in this situation?
- ASmoothing, by emphasizing areas of agreement and downplaying the differences.
- BCollaborating/Problem-solving, by facilitating a discussion to explore underlying concerns and find a mutually beneficial solution.
- CWithdrawing, by letting the team members resolve the conflict on their own without intervention.
- DForcing, by making a unilateral decision and directing the team members to follow it.
Show answer & explanationAnswer & explanation
Correct answer: B. Collaborating/Problem-solving, by facilitating a discussion to explore underlying concerns and find a mutually beneficial solution.
For highly experienced team members passionate about their methods, collaborating/problem-solving is the most effective approach. It addresses the root cause of the conflict, leverages their expertise, and builds a shared, mutually agreeable solution.
Why the other options are wrong
- A. Smoothing provides temporary relief but doesn't resolve the underlying technical disagreement, which will likely resurface.
- C. Withdrawing is inappropriate for a critical deliverable; it risks prolonged conflict, further delays, and an unaddressed technical issue.
- D. Forcing a decision might stop the argument but can lead to resentment, lack of buy-in, and potentially suboptimal technical outcomes from experienced professionals.
Manage Conflict
The process of identifying, analyzing, and resolving disagreements between individuals or groups within the project team or with stakeholders to maintain a productive working environment.
- Conflict can be constructive or destructive.
- Requires understanding root causes and communication skills.
- Various techniques exist, with 'collaborate/problem-solve' often preferred.
Memory trick: When experts clash, collaborate to find the best path.