Their Resolve Different: Conflict Resolution Methods for Project Teams
PMBOK v8 Definition
The success of project managers in managing their project teams often depends on their ability to resolve conflicts. There are five general techniques for resolving conflict. Factors that influence conflict resolution methods include: importance and intensity of the conflict, time pressure for resolving the conflict, relative power of the people involved in the conflict, importance of maintaining a good relationship, and motivation to resolve conflict on a long-term or short-term basis. This topic is part of the Lead the Team process within the Executing Process Group.
Why It Matters for the Exam
Conflict resolution questions appear frequently in the People domain of the PMI exam, particularly in situational questions where you must select the BEST approach for a given scenario. The exam tests your ability to identify which conflict resolution method to apply based on factors like time pressure, relationship importance, and power dynamics. Expect 2-4 questions on this topic.
Key Points to Remember (for the exam)
- Five General Techniques for Resolving Conflict: The PMBOK v8 identifies exactly five techniques. Memorize them: Withdraw/Avoid, Smooth/Accommodate, Compromise/Reconcile, Force/Direct, and Collaborate/Problem-Solve.
- Primary Factors Influencing Method Selection: Importance and intensity of the conflict, time pressure, relative power of people involved, importance of maintaining a good relationship, and motivation to resolve on a long-term or short-term basis.
- Best Practice Approach: Conflict should be addressed early and usually in private, using a direct, collaborative approach.
- Escalation Path: Project team members are initially responsible for resolution. If conflict escalates, the project manager should help facilitate a satisfactory resolution. If disruptive conflict continues, formal procedures may be used, including disciplinary actions.
- Successful Conflict Management Outcome: Results in greater productivity and positive working relationships. When managed properly, differences of opinion can lead to increased creativity and better decision-making.
- Common Confusion: The exam often tests that "collaborate/problem-solve" is generally the preferred method, but "force/direct" may be appropriate under severe time pressure.
Typical PMI Exam Example
Two senior developers on your project have a disagreement about the technical approach for a critical feature. The deadline is in two days, and the disagreement is blocking progress. Both developers have equal authority in the organization. As project manager, which conflict resolution method should you use first?
Answer: Given the severe time pressure, you would use Force/Direct to make a decision quickly and keep the project moving.
PMI Exam Traps
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Trap: Confusing "Smooth/Accommodate" with "Collaborate/Problem-Solve" Reality: Smoothing emphasizes harmony and downplays differences, while collaboration seeks a win-win solution that satisfies all parties.
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Trap: Thinking "Withdraw/Avoid" is never appropriate Reality: Withdrawal can be correct when the conflict is trivial, emotions are high, or more information is needed before addressing the issue.
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Trap: Selecting "Compromise" as the best method for all situations Reality: Compromise gives partial satisfaction to both parties but is not always optimal; collaboration is preferred when time and relationships allow.
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Trap: Believing the project manager should resolve all conflicts immediately Reality: Project team members are initially responsible for their resolution; the PM facilitates only if conflict escalates.
Important PMI Connections
| Related Concept | Relationship Type | Exam Attention Point |
|---|---|---|
| Lead the Team Process | Process where conflict resolution occurs | Conflict management is a key activity within this process |
| Manage Conflict | Sub-activity of Lead the Team | The exam tests that managing conflict influences team behavior |
| Team Performance | Outcome of conflict management | Successful conflict management results in greater productivity |
| Disciplinary Actions | Escalation path | If disruptive conflict continues, formal procedures including disciplinary actions may be used |
Quick Review Questions
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What are the five general techniques for resolving conflict according to PMBOK v8?
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Under what circumstances should a project manager use formal procedures including disciplinary actions?
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Who is initially responsible for resolving conflict when it arises between project team members?
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What are the five factors that influence the selection of a conflict resolution method?
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What is the recommended approach for addressing conflict in terms of timing and setting?
PMBOK v8 Reference
Section 2.7 - Lead the Team Process (Executing Process Group)