Concepts
I. Common Sources of Project Conflict
Conflict within projects typically arises from various sources – differing interests or perspectives, competing resource requirements, poor communication, or unclear roles to name a few. The vital role of the project manager is to anticipate, recognize, and manage these conflicts for a successful project outcome.
II. Conflict Resolution Techniques
The following table summarizes the primary conflict resolution techniques that are recommended in the Project Management Institute’s (PMI’s) A Guide to the Project Management Body of Knowledge (PMBOK® Guide):
| Technique | Description |
|---|---|
| Direct – Problem Solving | Confront the conflict directly and in a collaborative manner to find a mutually beneficial solution. |
| Confronting / Problem Solving | Direct exploration of the situation to find the best solution for all parties involved. |
| Smoothing | Prioritize a harmonious relationship over solving the underlying problem, often in the form of emphasizing the areas of agreement over areas of disagreement. |
| Compromising | Making mutual concessions to reach a solution that partially satisfies all parties. |
| Forcing | One party asserts their viewpoint at the expense of others. |
| Avoiding | Ignoring or postponing the problem with the hope that it resolves itself or fades away. |
| Collaborating | Incorporating multiple viewpoints to find a consensus and an agreeable solution. |
| Withdrawal (Avoiding or retreating) | Delaying or ignoring the conflict to avoid confrontation. |
III. Evaluate and Identify Appropriate Solution
By understanding these techniques, a project manager can begin to evaluate and recommend an appropriate conflict resolution solution. This process may require assessing the personalities involved, the source of the conflict, the project’s stage, and the potential impact of the chosen resolution approach.
For example, if a project is in a late stage and a quick solution is needed, the forcing technique could be a suitable option. Simultaneously, it might worsen relationships, which would be deleterious if the project is in early stages and continuous collaboration is required.
IV. Reconciliation of conflicts
Reconciliation could require the project manager to navigate a middle path, often incorporating parts of differing views to reach a common ground.
For instance, in a situation where two team members have different opinions on a task’s approach, the PM might use the collaborating technique. The PM would facilitate a discussion where each team member can express their perspective and work together to develop a solution that blends their ideas.
In summary, for effective conflict resolution in project management, identification and evaluation of the conflict type, understanding and choosing an appropriate resolution technique, followed by the reconciliation process, is crucial. Moreover, while navigating through this process, keeping interests and emotions apart from issues and focusing more on facts and data helps to ensure better, more unbiased decision-making.
Remember, conflicts are not always negative but can often be used positively to bring out new innovative ideas or approaches. Project managers should therefore not aim to eliminate conflicts, but rather, aim to handle them in a way that pushes the project forward and strengthens team collaboration.
To become a leader in project management and successfully navigate conflicts that arise within your projects, it is recommended to take the Project Management Professional (PMP®) course and strengthen your knowledge and techniques.
Answer the Questions in Comment Section
True or False: In order to resolve conflicts, one of the best ways is to avoid the conflict.
- True
- False
Answer: False
Explanation: Avoiding the conflict perpetuates the problem and leaves the underlying issues unresolved. It is always recommended to address the conflict directly and find a resolution.
Which of the following is NOT a conflict resolution technique recommended in project management?
- A) Avoidance
- B) Smoothing
- C) Compromising
- D) Dictating
Answer: D) Dictating
Explanation: Dictating is not a healthy or productive way to resolve conflicts. This method can create further issues and reduce team unity.
One of the potential outcomes of effective conflict resolution includes:
- A) Increased team unity
- B) Reduced productivity
- C) Increased project budget
- D) Misalignment in project objectives
Answer: A) Increased team unity
Explanation: Effective conflict resolution can lead to increased team unity and improved relationships, ideally leading to better productivity and performance.
True or False: Reconciliation is not an option in conflict resolution.
- True
- False
Answer: False
Explanation: Reconciliation is a conflict resolution process where parties work towards finding and accepting a mutually agreeable solution.
Which of the following methods is not a recommended approach when there’s a conflict over resources in a project environment?
- A) Re-prioritizing tasks
- B) Compensation
- C) Forcing
- D) Negotiating
Answer: C) Forcing
Explanation: Forcing or compelling to agreement usually results in a win-lose situation and might lead to future conflicts.
True or False: As a project manager, you should always choose compromise as the conflict resolution technique.
- True
- False
Answer: False
Explanation: Compromise might not always be the best solution. The appropriate conflict resolution technique depends on the situation and the type of conflict.
The Withdraw/Avoid strategy in conflict resolution is best used when:
- A) The conflict is trivial
- B) A quick decision must be made
- C) You’re trying to gain time
- D) Both A and C
Answer: D) Both A and C
Explanation: Withdraw/Avoid strategy can be used in trivial conflicts and when project managers want to gain time to evaluate other options.
True or False: One of the responsibilities of a project manager is to facilitate conflict resolution.
- True
- False
Answer: True
Explanation: Facilitating conflict resolution is a part of the project manager’s responsibility to ensure that the project team is functioning effectively.
The Smoothing/Accommodating conflict resolution technique is most likely to result in which of the following?
- A) Win-lose
- B) Lose-lose
- C) Win-win
- D) None of the above
Answer: C) Win-win
Explanation: Smoothing technique involves accommodating each other’s needs and is therefore, likely to lead to win-win outcomes.
While compromising may not be the best solution always, it is important in situations where…
- A) Time is of the essence.
- B) One party is clearly at fault.
- C) Both parties hold equally strong views.
- D) Both A and C
Answer: D) Both A and C
Explanation: In high-pressure situations where time is sensitive, or both parties hold equally strong views, compromise can often expedite resolution.
The Collaborating/Problem Solving strategy in conflict resolution is effective when…
- A) A quick decision must be made
- B) The conflict is trivial
- C) The interest of both parties coincide
- D) One party is clearly at fault.
Answer: C) The interest of both parties coincide
Explanation: The Collaborating strategy works best when the interests of both parties involved in the conflict coincide. It involves working together to find a mutually beneficial outcome.
True or False: A project manager should always utilize the same conflict resolution technique.
- True
- False
Answer: False
Explanation: The correct conflict resolution technique depends on the situation. A successful project manager will adapt their approach based on the context.
Great post! I found the section on the Thomas-Kilmann Conflict Mode Instrument particularly useful.
I really appreciate this detailed examination of conflict resolution techniques. As a PMP professional, which method do you usually prefer in a high-stress project?
Thanks for the insights. The Compromise method has saved my projects multiple times.
I didn’t find the Avoidance strategy effective in any of my projects. It usually leads to pent-up frustrations.
Can someone explain the difference between Accommodating and Compromising? Both seem quite similar to me.
Very informative! I’ll be implementing some of these techniques in my upcoming project.
It’s disappointing that there wasn’t more focus on Mediation techniques.
For large teams, I’ve found that a structured problem-solving approach works best. Any thoughts?