Conflict Management
Conflict management is the practice of identifying and handling conflicts in a timely, constructive manner to minimize negative impacts and leverage disagreement for improved outcomes.
Explanation
Conflict on projects is inevitable and, when managed well, can be beneficial. PMI identifies five conflict resolution techniques: collaborating/problem solving, compromising/reconciling, withdrawing/avoiding, smoothing/accommodating, and forcing/directing. The most preferred approach according to PMI is collaborating, which seeks a win-win solution.\n\nThe most common sources of conflict on projects are schedules, project priorities, resources, technical opinions, administrative procedures, cost, and personality differences. Successful conflict management starts with understanding the source of conflict and then selecting the most appropriate resolution technique for the situation. Early and direct confrontation of issues generally produces the best results.\n\nThe project manager should create an environment where team members feel safe raising concerns. Ground rules in the team charter help establish norms for how conflicts will be handled. In agile environments, retrospectives and daily standups provide regular forums for surfacing and addressing conflicts before they escalate.
Key Points
- •Five techniques: Collaborate, Compromise, Smooth, Force, Withdraw
- •Collaborating/problem solving is PMI preferred approach
- •Common conflict sources: schedules, priorities, resources, technical opinions
- •Early, direct confrontation of issues produces best outcomes
Exam Tip
PMI considers collaborating/problem solving the best conflict resolution approach. Forcing and withdrawing are generally least desirable. Expect scenario questions where you pick the best technique.
Frequently Asked Questions
Related Topics
Collaborating/Problem Solving
Collaborating (also called problem solving or confronting) is a conflict resolution technique that incorporates multiple viewpoints to reach a consensus and commitment from all parties, resulting in a win-win outcome.
Compromising
Compromising (also called reconciling) is a conflict resolution technique where each party gives up something to reach a mutually acceptable solution, resulting in a lose-lose outcome.
Smoothing/Accommodating
Smoothing (also called accommodating) is a conflict resolution technique that emphasizes areas of agreement rather than areas of difference, often at the expense of one party who yields to maintain harmony.
Forcing/Directing
Forcing (also called directing) is a conflict resolution technique where one party pushes their viewpoint at the expense of others, typically using positional power to resolve the disagreement.
Withdrawing/Avoiding
Withdrawing (also called avoiding) is a conflict resolution technique where one or both parties retreat from the conflict, postponing the issue or declining to engage.
Manage Team
Manage Team is the process of tracking team member performance, providing feedback, resolving issues, and managing team changes to optimize project performance.
Most-studied PMP concepts
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A Burndown Chart is a graphical representation of work remaining versus time in a Sprint or release, showing whether the team is on track to complete the planned work.
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Resource leveling is a resource optimization technique in which adjustments are made to the project schedule to keep resource usage at or below a defined limit, often resulting in a longer project duration.
Risk Register
The risk register is a project document that records the details of individual project risks, including their identification, analysis results, response plans, and current status.
Stakeholder Mapping
Stakeholder mapping is the visual representation of stakeholder relationships, influence, interest, or other attributes using grids, matrices, or diagrams to support analysis and engagement planning.
Relative Estimation
Relative Estimation is an agile technique where work items are sized in comparison to each other rather than in absolute units like hours or days, providing faster and more accurate estimates.
Cost Performance Index (CPI)
Cost Performance Index (CPI) is an EVM efficiency metric that measures cost performance as the ratio of earned value to actual cost: CPI = EV / AC.
Schedule Performance Index (SPI)
Schedule Performance Index (SPI) is an EVM efficiency metric that measures schedule performance as the ratio of earned value to planned value: SPI = EV / PV.
Earned Value Management (EVM)
Earned Value Management (EVM) is a methodology that integrates scope, schedule, and cost data to assess project performance and progress objectively.
Power/Influence Grid
The power/influence grid is a stakeholder classification model that groups stakeholders based on their level of authority (power) and their active involvement or ability to affect the project (influence).
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Resource Management
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