Conflict Resolution for Project Managers

Conflict Resolution on the PMP

Conflict is natural and even healthy on projects — it can lead to better solutions when managed properly. The PMP exam tests your ability to select the appropriate conflict resolution technique based on the situation described.

The Five Conflict Resolution Techniques (Thomas-Kilmann Model)

1. Collaborate/Problem-Solve (Win-Win) — Both parties work together to find a mutually satisfactory solution. This is PMI's preferred approach for most situations. Best for important issues where maintaining relationships matters.
2. Compromise/Reconcile (Lose-Lose) — Each party gives something up. Neither gets everything they want. Best when time is limited and both parties have equal power.
3. Smooth/Accommodate (Lose-Win) — One party yields to the other. Emphasizes areas of agreement over differences. Best for preserving relationships on minor issues.
4. Withdraw/Avoid (Lose-Lose) — One or both parties retreat from the conflict. Best as a temporary measure or when the issue is trivial. Does NOT resolve the conflict.
5. Force/Direct (Win-Lose) — One party's viewpoint prevails at the other's expense. Best ONLY in emergencies, safety situations, or when a quick decision is critical.

Sources of Conflict in Projects

In order of frequency (know this for the exam):

1. Schedules — The #1 source of project conflict
2. Priorities
3. Resources
4. Technical opinions
5. Administrative procedures
6. Cost
7. Personality — The least common source (despite what you might expect)

PMP Exam Tips for Conflict Questions

• Default to Collaborate unless the scenario gives a specific reason not to
• The PM should address conflict directly and privately at the team level first
• Only escalate when the conflict is beyond the PM's authority
• "Ignore," "punish," or "remove the person" are almost always wrong
• Investigation always comes before action

Related Study Resources

• People Domain Study Guide
• Topic: Servant Leadership
• People Domain Exam Tips