Conflict Management is one of the most popular topics on the PMP exam. You will find a lot of situational questions on conflicts between team members or stakeholders. For example, a specific situation that explains a conflict between project team members and asks one of the following questions:
• Which method was used to resolve the conflict?
• What is the best way to resolve the conflict?
• Who is responsible for resolving the conflict?
Before we answer how to choose the correct answer to these questions, we must know some information about Conflict Resolution Techniques, sorted from best to worst:
Collaborate/Problem Solve includes solving the root cause of the conflict and involves more than one point of view until a win-win solution is reached.
Compromise/reconcile includes searching for solutions that bring a degree of satisfaction to the various parties in order to resolve the conflict temporarily or partially. It usually leads to the loss of both parties. No party is 100% satisfied. This approach often results to a lose-lose situation. Smoothing/Focus on the areas of agreement rather than the areas of difference.
Withdraw/avoid withdrawing from an actual or potential conflict situation; or postpone the problem until it is better prepared, or leave its solution to others.
Force/direct pushing one's point of view at the expense of others and providing solutions that satisfy one party only. This approach often results to a win-lose situation.
To answer the previous questions, the situation must be well understood through the question to determine which method was used.
The best way to resolve a conflict is to cooperate/solve the problem but it is not always possible. Then comes sacrifice/conciliation, and smoothness/compromise. The worst way is withdrawal and forcing.
The parties to the conflict are primarily responsible for resolving the conflict. If they cannot resolve the conflict, it must be escalated to the project manager in the case of traditional projects or to the team if the team is self-organized. If the dispute is escalated to a higher level, it must be escalated to the human resources department. If the dispute is technical, the situation must be escalated to the functional manager.
