Appearance
3.3 Conflict Management
Conflict is not a sign of failure; it is a sign of passion. If your team never fights, they probably don't care. Your job is to channel that energy into innovation.
🚦 The 5 Resolution Modes
Success requires selecting the right tool for the job.
Collaborate
Win / Win
Finding a new solution that makes everyone happy. (Requires Time & Trust).
Compromise
Lose / Lose
Everyone gives up something to reach a quick deal. (Good for temporary fixes).
Force / Direct
Win / Lose
Using authority to end debate. (Limit to emergencies or safety issues).
Smooth
Lose / Win
Emphasizing agreement to preserve the relationship. (Yielding).
Withdraw
Yield
Retreating from the conflict. (Use when emotions are too high).
🧭 The Process of Peace
When conflict erupts, follow this escalation ladder:
- Self-Correction: Let the team members try to solve it themselves first.
- Private Intervention: Facilitate a safe, private conversation.
- Collaborative Session: Use data to remove emotion and focus on the problem.
- Formal Authority: Make a decision if the team remains deadlocked.
⚠️ The Personality Trap
Most friction is caused by Scope, Schedule, or Priorities. Personality conflicts are rare. Always look for the process issue ("We have different deadlines") before blaming the person ("He is difficult").
📝 Exam Insight: "Compromise" sounds positive in real life, but on the PMP exam, it is often a "Lose-Lose" trap answer. Always look for **Collaboration** (Problem Solving) first.