Project Management Professional (PMP)® Examination Content OutlinePeopleMedium
A project manager is leading a project where two key stakeholders, the Marketing Director and the IT Director, have conflicting priorities for a new product launch. The Marketing Director emphasizes speed to market and innovative features, while the IT Director prioritizes system stability and security. This conflict is delaying critical decisions. What is the BEST approach for the project manager to resolve this conflict?
- ASide with the director whose priorities align best with the project's original charter to maintain scope.
- BDelay the decision until both directors can independently agree on a unified approach.
- CFacilitate a joint meeting to understand each director's underlying needs and find common ground or a mutually beneficial compromise.
- DEscalate the issue to the project sponsor for a definitive decision on priorities.
Show answer & explanationAnswer & explanation
Correct answer: C. Facilitate a joint meeting to understand each director's underlying needs and find common ground or a mutually beneficial compromise.
The best approach is to facilitate a collaborative discussion to understand underlying needs. This 'collaborate/problem-solve' conflict resolution technique aims for a win-win solution by integrating perspectives, which is ideal for complex stakeholder conflicts where long-term relationships are important.
Why the other options are wrong
- A. Siding with one party alienates the other and doesn't resolve the core conflict or build long-term alignment.
- B. Delaying the decision without active intervention will only prolong the conflict and further jeopardize the project schedule.
- D. Escalation should be a last resort; the PM should first attempt to resolve the conflict directly through collaboration.
Collaborate/Problem-Solve Conflict Resolution
A conflict resolution technique where parties work together to understand underlying needs and find a solution that satisfies most or all concerns, leading to a 'win-win' outcome.
- Requires open communication and active listening.
- Focuses on interests, not just positions.
- Builds strong, lasting relationships.
Memory trick: Find the hidden springs, not just the visible rivers, to quench everyone's thirst.