PMI CAPM (Certified Associate in Project Management) Examination Content OutlineCommunication and Stakeholder ManagementHard
A project manager is facilitating a meeting to resolve a significant conflict between two functional managers regarding resource allocation. One manager believes their department is under-resourced for critical tasks, while the other manager insists on maintaining their current resource levels due to their own project priorities. The project manager needs to employ a conflict resolution technique that leads to a lasting solution and strengthens relationships. Which technique should the project manager use?
- ASmoothing
- BCollaborating/Problem Solving
- CCompromising
- DForcing
Show answer & explanationAnswer & explanation
Correct answer: B. Collaborating/Problem Solving
Collaborating (also known as Problem Solving) is the best technique when a lasting solution and strengthened relationships are desired. It involves openly discussing differences, seeking mutual understanding, and working together to find a solution that addresses both parties' concerns, leading to a win-win outcome.
Why the other options are wrong
- A. Smoothing downplays differences, which may temporarily resolve conflict but doesn't address the underlying issues.
- C. Compromising involves both parties giving up something, which can be a quick solution but might not be optimal or lasting.
- D. Forcing dictates a solution, often leading to resentment and damaging relationships.
Collaborating (Conflict Resolution)
A conflict resolution technique where parties work together to find a solution that fully satisfies all their concerns, leading to a 'win-win' outcome.
- Requires open dialogue and mutual respect.
- Focuses on underlying issues, not just positions.
- Best for complex problems and building long-term relationships.
Memory trick: Avoid, force, smooth, compromise, or truly collaborate to solve.