PMP® Exam Practice questions with Explanations | Task 1.1 Manage Conflict | PMP® Exam prep questions

Summary

This video script offers an in-depth guide for PMP certification exam candidates, focusing on the 'Manage Conflict' task. It discusses the importance of understanding conflict stages and resolution techniques, using five sample exam questions to illustrate the thought process. The script emphasizes the value of collaboration over assumptions, and provides strategies for interpreting conflict sources and stages, analyzing context, and recommending effective solutions.

Takeaways

• 📘 The PMP (Project Management Professional) certification exam is structured around an examination content outline (ECO), which contains 35 tasks distributed across three domains: People, Process, and Business Environment.
• 📝 The first task in the People domain is to 'manage conflict', which is crucial for maintaining a healthy team dynamic and project progress.
• 🗣️ Conflict management involves understanding the source and stage of the conflict, which can range from a simple problem to solve, disagreement, contest, to a full-blown 'world war' scenario within the team.
• 👥 The project manager should observe team interactions actively to interpret the source and stage of the conflict, rather than making decisions based on assumptions.
• 🤝 The best conflict resolution technique is collaboration or problem-solving, which involves all parties working together to find a mutually agreeable solution.
• 🤔 When collaboration is not possible, compromise or reconciling becomes the second best option, where parties may need to give up something to reach an agreement.
• 🙅‍♂️ Avoiding conflict or forcing one's opinion (forcing and directing) should be used sparingly and only when appropriate, as they may not lead to long-term, satisfactory solutions.
• 🛑 The option to 'do nothing' is generally not advisable in project management, as it can lead to unresolved issues escalating and impacting the project.
• 🔍 The video script emphasizes the importance of analyzing the context of a conflict before deciding on a resolution technique, which can help in choosing the most appropriate approach.
• 📚 Understanding the examination content outline and the tasks within it can greatly assist PMP exam candidates in their preparation by providing a clear path and focus for study.
• 📈 The video script also suggests that longer questions in the PMP exam do not necessarily equate to more difficulty, and provides strategies for summarizing and understanding such questions effectively.

Q & A

What is the purpose of the Examination Content Outline (ECO) for PMP certification exam preparation?

The ECO helps candidates keep track of their progress and understand the examination content. It contains 35 tasks distributed across people, process, and business environment domains, which are crucial for exam readiness.

What is the first task in the People domain of the PMP Examination Content Outline?

The first task in the People domain is to 'Manage Conflict', which is essential for maintaining effective team dynamics and project success.

Why is it important for a project manager to observe team member interactions when conflicts arise?

Observing team member interactions allows the project manager to interpret the source and stage of the conflict, enabling them to understand its origins and severity, and to take appropriate action.

What are the five stages of conflict according to the script?

The five stages of conflict are: 1) Problem to Solve, 2) Disagreement, 3) Contest, 4) Group War, and 5) World War, each representing an escalating level of conflict within a team.

What is the recommended action for a project manager when team members are engaged in a verbal disagreement but the working relationship has not yet been affected?

The project manager should observe the team members' interactions actively and note the findings to understand the conflict better before deciding on further action.

Why is asking team members to work from home not considered the best course of action in the given scenario?

Asking team members to work from home is based on the assumption that their physical presence is causing the conflict. However, the scenario does not provide evidence to support this assumption, making it an inappropriate solution.

What is the significance of understanding the different conflict resolution techniques in project management?

Understanding conflict resolution techniques helps the project manager to choose the most effective approach to address and resolve conflicts, ensuring project success and team harmony.

Why is collaborating or problem-solving considered the best conflict management technique?

Collaborating or problem-solving is the best technique because it involves all conflicting parties working together to find a mutually agreeable solution, promoting long-term resolution and satisfaction.

What is the recommended approach when conflicts arise between a supplier and the project team members?

The project manager should facilitate a meeting between the team members and the supplier to discuss and understand the conflict, aiming to find a collaborative solution.

Why might 'do nothing' not be an appropriate response to conflicts in a project environment?

'Do nothing' is not appropriate because conflicts, if left unresolved, can escalate and negatively impact the project work and team dynamics. Active observation and intervention are usually required.

How can a project manager decide between traditional and agile approaches when there is a conflict of interest between department heads and the project team?

The project manager can facilitate a compromise by adopting a hybrid approach, combining elements of both traditional and agile methodologies to satisfy both parties' needs.

What is the best course of action for a project manager when team members are unable to agree on selecting a software system for an agile project?

The project manager should help the team members collaborate to arrive at the best solution, possibly by discussing and evaluating the options based on various project constraints and requirements.

Outlines

00:00

📚 PMP Exam Preparation: Managing Conflict

This paragraph introduces the PMP certification exam's Examination Content Outline (ECO), focusing on the first task of managing conflict. It discusses the importance of understanding the 35 tasks in the ECO for exam confidence. The video script outlines a strategy for tackling exam questions related to conflict management by analyzing five sample questions. The approach emphasizes building a mindset for solving such questions and understanding key concepts for managing conflict effectively.

05:05

🗣️ Analyzing Team Disagreements in Project Management

The paragraph delves into a scenario where team members are verbally disagreeing, causing discomfort within the team. It emphasizes the importance of understanding the situation's severity before deciding on a course of action. The script critiques options like sending team members home or involving the project sponsor as inappropriate for this stage of conflict. Instead, it suggests observing team interactions actively and noting findings as the best immediate action, aligning with the ECO's task of interpreting the source and stage of conflict.

10:05

🤝 Conflict Resolution Techniques in Project Management

This section discusses the stages of conflict and the corresponding responses for a project manager. It outlines the initial stage as a problem to solve, where differences in opinion can be beneficial. Subsequent stages include disagreement, contest, group war, and world war, each requiring different levels of intervention. The paragraph also covers conflict resolution techniques, such as collaborating, compromising, accommodating, avoiding, and forcing, and their appropriate application based on the conflict's context and severity.

15:06

🤔 Conflict Management in Supplier Relations

The script presents a conflict scenario involving a supplier and project team members, where the project manager must choose the most appropriate action. It evaluates options like facilitating a meeting, rearranging team responsibilities, doing nothing, and finding an alternate supplier. The best course of action is identified as facilitating a meeting to understand and resolve the conflict, which is aligned with the task of analyzing the context for conflict in the ECO.

20:06

🛠️ Choosing the Right Conflict Resolution Technique

The paragraph focuses on selecting an appropriate conflict resolution technique when faced with a disagreement between investors and the development team over incremental delivery. It explains the five conflict management techniques and their suitability in different situations. The best technique in this scenario is identified as compromise, as it allows both parties to find a middle ground, which is the second-best approach after collaboration when a direct solution is not possible.

25:06

📈 Balancing Traditional and Agile Approaches in Project Management

This section addresses a conflict between department heads and the project team regarding the approach to training and development in a new software application project. The department heads prefer a traditional, detailed training program, while the team favors an agile, incremental execution strategy. The paragraph suggests that the project manager should consider a hybrid approach, combining traditional training with agile development, to satisfy both parties' needs and adapt to early feedback.

🔑 Deciding on Project Management Approach

The final paragraph discusses the decision-making process for the project management approach in a software application development project. It presents options ranging from satisfying functional heads with a traditional approach to letting the team manage the project using an adaptive approach. The best solution is identified as facilitating a compromise by adopting a hybrid approach, which balances the needs of the department heads and the team, and is suggested to be discussed before planning starts, not execution.

Keywords

💡PMP Certification Exam

The PMP (Project Management Professional) Certification Exam is a globally recognized assessment that tests the knowledge and skills of project managers. It is administered by the Project Management Institute (PMI) and requires a deep understanding of project management principles. In the video, the PMP exam is the context for discussing conflict management strategies, as it is one of the areas that the exam covers.

💡Examination Content Outline (ECO)

The Examination Content Outline (ECO) is a document provided by PMI that outlines the domains and tasks that are tested in the PMP Certification Exam. It serves as a guide for candidates to prepare for the exam and track their progress. The video script emphasizes the importance of the ECO in understanding the 35 tasks, including managing conflict, which is a key part of the exam preparation.

💡Conflict Management

Conflict management is a critical skill for project managers, involving the strategies and techniques used to deal with disagreements and conflicts within a project team. The video focuses on this concept, discussing how to manage conflicts effectively to ensure a healthy team dynamic and successful project outcomes. It is the first task discussed in the ECO and is exemplified in the video through various scenarios.

💡Task

In the context of the PMP exam, a 'task' refers to a specific area of knowledge or skill that is assessed. The video script mentions that there are 35 tasks distributed across different domains, and the first task is to manage conflict. Each task has associated enablers that describe the responsibilities of a project manager in that area.

💡Enablers

Enablers in the PMP context are examples of the responsibilities or activities that a project manager should perform within a specific task. The video explains that each task, such as managing conflict, has multiple enablers that guide the project manager's actions. For instance, one enabler for managing conflict is to interpret the source and stage of the conflict.

💡Stages of Conflict

The stages of conflict refer to the progression of a disagreement from a simple difference of opinion to more severe levels that can disrupt team dynamics. The video outlines different stages, such as problem to solve, disagreement, contest, and group war, and emphasizes the importance of identifying the stage of conflict to apply the appropriate resolution technique.

💡Resolution Techniques

Resolution techniques are methods used to address and resolve conflicts. The video describes several techniques, including collaborating, compromising, withdrawing, smoothing, and forcing. These techniques are evaluated based on the situation to find the most effective approach to conflict resolution within a project team.

💡Collaborating

Collaborating is a conflict resolution technique where conflicting parties work together to find a mutually agreeable solution. It is considered the most effective technique because it leads to long-term solutions that satisfy all parties involved. In the video, collaborating is presented as the preferred method for resolving conflicts in project management.

💡Compromise

Compromise is another conflict resolution technique where both parties involved in the conflict agree to give up something in order to reach a solution. The video script discusses compromise as the second-best resolution technique after collaborating, as it may not fully satisfy either party but can still lead to a workable solution.

💡Hybrid Approach

A hybrid approach in project management combines elements of different methodologies, such as traditional and agile, to suit the specific needs of a project. In the video, a hybrid approach is suggested as a way to manage conflicts between department heads who prefer a traditional approach and a team that prefers an agile approach.

💡Agile

Agile is a project management methodology that emphasizes flexibility, collaboration, and iterative progress toward a product or project goal. In the context of the video, the team prefers an agile approach for developing a software application, which is in conflict with the department heads' preference for a more traditional method.

💡Traditional Approach

A traditional approach to project management, often associated with the waterfall model, is a linear and sequential process where each phase of the project must be completed before the next can begin. In the video, the department heads prefer a detailed training program that aligns with a traditional approach, which contrasts with the team's preference for an agile method.

Highlights

The PMP certification exam requires understanding the Examination Content Outline (ECO), which contains 35 tasks across three domains.

The first task in the PMP exam is to manage conflict, which is crucial for maintaining team dynamics.

Conflict management involves five stages: problem to solve, disagreement, contest, polarization, and collective action.

The initial response to conflict should be to observe team interactions to interpret the source and stage of the conflict.

Avoid making decisions based on assumptions; rely on facts presented in the scenario.

Active observation and noting findings is a recommended approach before taking action on team conflicts.

Involving the project sponsor for conflict resolution is not advised unless it's beyond the project manager's authority.

Conflict resolution techniques include collaborating, compromising, withdrawing, smoothing, and forcing.

Collaborating is the most effective conflict resolution technique, promoting long-term solutions.

Compromise is a second-best technique when collaborating is not possible, involving some level of sacrifice from both parties.

The PMP exam tests knowledge of conflict management techniques through scenarios rather than direct questions.

Understanding the task and enablers in the ECO helps in logically solving PMP exam questions.

Conflicts can be beneficial for a project, fostering discussion and the emergence of better outcomes.

In the PMP exam, 'doing nothing' is generally not a recommended approach to conflict resolution.

Longer exam questions do not equate to greater difficulty; they provide more context for summarization and decision-making.

A hybrid approach combining traditional and agile methods can be effective in managing conflicting interests in a project.

The decision-making process in conflict resolution should involve facilitating a compromise that satisfies all parties.

The video aims to prepare viewers for the PMP exam by discussing conflict management strategies and techniques.

Transcripts

if you preparing for the pmp certification exam  then you already know that the examination content  

outline is the document which helps you keep a  track of your progress popularly known as ECO  

it contains 35 tasks distributed across people  process and business environment domain if you  

understand these tasks well you will feel  confident about taking the exam hence in  

this video we will talk about the first task which  is to manage conflict while discussing this task  

we'll actually be solving five questions which  are very similar to what you will see in the exam  

while discussing the solution I would help you  build the mindset with which you can solve any  

questions that might come from this particular  task we'll also see some concept which are very  

important for this particular task which is to  manage conflict let's dive right into the question  

all right so question number one okay by the  way if you want to attempt this question you  

can pause the video go through the question  see the option select a choice and then go  

through the explanation let us see the question a  project manager has noticed that the team members  

have engaged in a verbal disagreement and some of  the team members are not very comfortable talking  

to other team members the project manager is  worried that this might lead to a situation  

that affects the team's working relationship  so what's happening here the team members have  

engaged in verbal disagreement and some of the  team members are not very comfortable with other  

team members kind of a pretty uh common scenario  in projects now the project manager is worried  

that this might lead to a situation that affects  the teams working relationship right what is the  

project manager's best course of action in this  scenario so what is happening in this scenario  

is very important for us to know okay there are  verbal disagreement there is uh discomfort among  

the team members and the project manager is  worried that this might lead to a situation  

that affects the working relationship it has not  yet affected the working relationship so while  

you are solving the questions in the exam it is  important to note what the scenario is talking  

about and where do we stand so in this case we  stand at a juncture where there is disagreement  

there is discomfort but it has not yet reached  a level where the working relationship has got  

Disturbed so in this scenario what is your best  course of action let's see the options ask few  

of the team members to work from home to avoid  further conflicts see this option suggests that  

because the team members are working together  that's why there are conflicts and if we move  

them away the conflict will get resolved right but  nothing in the question suggests so nothing in the  

question there's no information in the question  that says that the team is having conflict because  

they're working together right and hence this  is a decision or this is a solution that you  

are suggesting based on certain assumptions okay  and in PMP exam we don't answer questions based  

on assumptions we B answer the question based  on facts right so there is no fact telling us  

that the team should work from home  right very clearly it is a wrong

choice let's go to option b observe the team  members interactions actively and note the  

findings can we do that yes is it the best course  of action not sure okay but certainly this is  

something that we should do if the project  manager is worried that it might affect the  

working relationship then they should observe  they should note the finding and then they to  

take the action right so there's nothing wrong  in observing the team's interaction actively and  

noting the findings so we'll just keep it as of  now we have not seen option C and D so there is  

no way we can say that b is the best choice right  only by comparing we'll come to know which one is  

better and then we'll see that yes out of four  options there is one option which is best let  

go to C discuss the problem with project sponsor  for solution see project sponsor is a person who  

provides money in the project who arranges  money in the project that goes to bank they  

go to investors and they arrange the money in the  project and they ensure that you don't face a lot  

of problems bigger problems in the project okay so  they are at very strategic level and this problem  

that we are looking at in the question is at an  execution level okay so for execution related  

problem why would you involve the project sponsor  okay there's no reason for that the project  

manager and the team are expert enough to solve  any execution related problem only if the question  

suggest that there is a situation or there's an  information which goes beyond the authority of  

the project manager and the team only then you  should involve anyone outside the project and  

project team I mean project sponsor is not outside  the project but project manager and the project  

team so project manager and project team takes  care of the execution everybody else is a third  

party which I log like to call it as a third party  because see your job is to execute the project why  

would you involve a third party into it only if  it has gone beyond your Authority or you are not  

able to solve it none of it is mentioned in this  question so we will not involve the sponsor for  

this discussion so we can eliminate this now  we go to option D ask the team to update their  

ground rules now similar to option A this option  assumes that something something is wrong with  

the ground rule and we don't know that nothing no  mention of the ground rule in the question nothing  

in the question suggest that we have to update our  ground rule right so this is again A solution that  

is based on some kind of assumptions as project  managers we don't provide Solutions based on  

assumptions we provide solution based on facts and  we need to look for facts in the question right so  

we'll eliminate this so observing the team's  interaction actively and noting the finding  

is the best choice of the lot and if you look at  the question the project manager was only worried  

that this could impact the working relationship  so if you're only worried why not observe for a  

few days okay get your concern verified and  then look for the solutions and even before  

the solutions try to analyze the situation see  what could be the best solution and then go for  

the solution okay saying that you should work  from home or saying that you should update the  

ground rules is a little bit immature okay we have  to understand the problem we have to analyze the  

problem and then we suggest the solution lot of  things goes into getting a solution right so the  

moment you see Solutions in the question be a  little bit critical I'm not saying that it'll  

always be wrong but be a little bit critical about  asking yourself is this solution Justified if not  

then just you can eliminate it or you can keep it  and look for better options you'll definitely find  

a better option all right now we are talking about  the task manage conflict okay if you have not seen  

the examination content outline yet please do  that go to PMI uh website go to certification  

go to PMP scroll Below in the last you will see  the examination content outline you can download  

it anybody can download it it talks about 35 tasks  and we are talking about the first task so what is  

this what does this question referred to if you  talk about examination content outline so this  

is my examination content outline snapshot that  I have taken from PMI website okay this is domain  

one people domain where 42% of the questions will  be there in the exam first task is manage conflict  

and what are we talking about here there are  three enablers if you see in this task and every  

task would have multiple enablers which are just  examples in itself it is not sufficient but these  

are examples of what are the responsibilities  of project manager in this particular task  

right and in this question we are being tested on  the first responsibility interpret the source and  

stage of the conflict so what are we doing we are  trying to observe the team members interactions  

so that we can interpret the source and stage of  the conflict so that we can understand okay where  

has the conflict come from what is the stage that  it is already reached is it just the beginning or  

it has reached a detrimental level right so we  are trying to do that okay so if you understand  

that as you don't have to memorize the task and  enablers okay but if you understand the task and  

enablers it is very easy to select the best  choice okay now to for the concepts what are  

the different stages at which uh the conflicts  are okay so stages of conflicts are the first  

level is a problem to solve where the conflict  has just started it is just a difference in  

opinion okay and the two conflicting members are  sitting across and trying to solve the problem  

very positive scenario when you have such kind  of conflicts it is better for the project because  

nobody wants to just follow the her okay you would  want people to discuss and have a difference in  

opinion so that the better outcome can come  out of so very positive scenario second level  

is disagreement now if you're not able to resolve  the conflict at this stage okay then it reaches a  

position where there's a disagreement between the  team members I don't agree with you you don't age  

with me something of that sort right then if  you are not able to solve at that point also  

it becomes a contest where now the conflict is  not between the conflict a or conflict B now  

it has reached a level where the discussion or  disagreement is between the person one and the  

person two right I want to win this argument you  are wrong right personal attacks start happening  

here the disagreement was about the opinion that  your opinion is wrong I don't agree with you okay  

but here you are wrong understand the difference  okay and if you're not able to solve here as well  

it will reach a level where now this person will  find some support and this person will find some  

support and it will become a group War gang war  kind of thing and if it is not resolved at that  

stage also it will become a world war where  the one group would want to beat the hell out  

of the other group okay so these are the five  stages which we need to know of okay you don't  

have to memorize but you should understand  this and the question is how do we respond  

to this response by collaborating first if it  is a problem to solve collaborate and seek when  

if it is disagreement then as a product manager  you support and Empower to resolve the situation  

bring them into a meeting discuss with them why  is there an agreement can they bring some facts  

can they bring some discussion and dissolve it  third is test okay here what you have to do is  

you may have to accommodate by bringing some  facts okay you may have to ask one person to  

accommodate to certain other opinion it might  happen Okay the fourth level is a crusade this  

is where you have to establish a safe structure  okay you may have to rearrange the team you may  

have to reassign the task if it has reached a  level where the conflict between two people have  

now become a conflict between two groups if it is  a World War then you have no choice you will have  

to separate the team members okay that was about  the first enablement now let us look at the second

question okay so question number two A  supplier that supporting the part of the  

project tends to regularly have conflicts with  the project team members the project manager  

is worried that these conflicts could impact  the Project work and other suppliers as well  

okay again a very similar situation but instead of  two team members having conflict now the conflict  

is between the supplier and the team members  which of the following is the most appropriate  

action for the project manager to take let us see  facilitate a meeting between the team members and  

suppliers should we do that yes why not right  there's a conflict between two people or two  

group uh team members and suppliers if there's  a conflict bring them together right let's let's  

have a discussion let's try to understand what  this conflict is all about looks like a good  

choice then we go to B rearrange the team members  with different responsibilities okay again if you  

look at this choice you are going for a solution  right you're saying that probably this cannot be  

solved so let's move the team members let's sign  them different responsibilities so that they don't

discuss with the supplier itself okay and we just  saw that we will take this decision at the fifth  

stage the world war stage nothing this question  suggest that it has reached already the world war  

stage or there's a lot of conflict it is just a  regular conflict which is fine okay but we don't  

know what level it has reached yet so rearranging  the team members might not be a good solution  

immediately then you look at C do nothing the  conflicts are good for the project see conflicts  

are good for the project but when you are worried  that it could impact the product work and other  

suppliers as well in that case do nothing is not a  good choice then we go to D identify an alternate  

supplier to work with the team similar to B  okay here you are working with the team members  

here where you are working with the supplier  which is not justified it's a solution that is  

not justified at all right why would you change  the supplier itself just because they're having  

conflicts let's understand what the conflict is  why the B is try to find the solution rather than  

finding the alternate supplier right not a good  choice so a is the best now if you have observed  

in this question here option C says do nothing  while in the first question we were talking about  

observe it actively even if they don't mention  actively if they say observe the conflict it's a  

good choice okay it's a very decent choice that  we are observing we're doing something here we  

are doing nothing nothing is never done okay in  projects we never do nothing so not a good choice  

at all okay a is the best choice of this question  now in terms of the task which enabler we are  

talking about here we are talking about the second  enabler analyze the context for the conflict okay  

so what are we doing we are calling a meeting  between the conflicting parties and we're trying  

to understand okay what is the context for the  conflict why are you having a conflict at all  

right see it is not very important that you are  able to tag your options to which task which  

enabler it is okay logically you will be able to  solve it but if you do this exercise it will help  

you a lot okay and that is why we have come up  with these videos okay today we are discussing  

about first then we'll talk about second and we'll  talk about all the 35 tasks helping you understand  

how to tag these questions to which task and which  in okay now let us go to question number three  

okay question number three a software development  project is being initiated in an organization  

the investors investing in the project want to  take advantage of Revenue through early adopters  

by delivering incrementally the team however is  opposed to the idea as they believe it will lead  

to bad quality product in many of the releases so  they don't want to deliver incremental okay which  

conflict management resolution technique can help  the project manager the best now in this question  

they are actually looking for a resolution  and they're not looking for a solution they're  

looking for okay which technique would you use  so they are testing your understanding of the  

five different conflict management techniques  there are okay now in this case would you use  

direct or force it is very rarely used direct or  Force means you're telling somebody that this is  

the right thing to do do it my way or Highway okay  we don't do that here in project management okay  

not at the first choice for sure does not look  like a good choice smooth and accommodate means  

one person one conflicting Member One conflicting  party would accommodate to somebody else's point  

of view okay that is also not required as such  here okay so we'll eliminate this it will not  

be the best solution or it will not help the pro  manag the best okay withdraw or avoid suggests  

that we will not have the conflict now we will not  try to look for solution now let us take a break  

let us get some more information and then we'll  discuss and we'll try to resolve it okay that  

is also not justified in this question so we can  eliminate this the only option left is compromise  

or reconsign okay a better option would have been  collaborate or problem solving but that is not  

there hence compromise is the one so what will  we do instead of delivering incrementally we'll  

say we'll do some part of it in agile some part  of it in traditional whatever is the question so  

we'll go little bit with the investors who are our  stakeholders and we'll go a little bit with the  

team so both will compromise whatever they suggest  whatever they agree to after the compromise that's  

what we will do looks like a very good choice okay  so the best choice the best Conflict Management  

technique is collaborate or problem solving if  that is not possible the second best generally is  

compromised and reconcile the other three are very  situation specific okay when your team members are  

not listening to you and you have the power you  can force and direct when you think that there's  

no point getting into this mud of conflict let  me accommodate to their opinion anyways there is  

not much difference between my opinion and their  opinion you would go with smooth and accommodate  

you would withdraw or avoid if you think that  this is not the right time and we don't have the  

urgency to resolve the conflict let's gather some  more information and then we go there okay that's  

how you decide a b and c are eliminated D is the  best choice let's see the explanation let us try  

to understand these management techniques now  okay so which task which enabler we are talking  

about so so which enabler we are talking about in  this question we are talking about the third one  

evaluate recommend reconcile the appropriate  conflict resolution solution okay so we are  

trying to understand or recommend a conflict  management technique all right so what are these  

uh okay so what are these conflict resolution  and management techniques the first is second  

collaborating second is compromise then we have  withdrawing we have smoothing and we have forcing  

okay collaborating is where the conflicting  parties come together and try to solve the problem  

compromise is where two people are discussing  they're not able to solve the problem they're  

not able to collaborate they're not able to go  ahead with one opinion so they say okay let's both  

sacrifice a little bit and go with something which  both of us don't want completely but a little bit  

of my opinion a little bit of your opinion that  is what is called compromise withdrawing is when  

both the parties withdraw from the conflict they  avoid the conflict they take out some time they  

gather some more information and then they try  to solve the problem smoothing is where one of  

the conflicting parties would accommodate to the  other person's point of view because they believe  

that there's not not much difference between our  opinion and it's waste of time getting into this  

mud forcing is where a person who is typically  more powerful they use their positional power  

to direct the opinion so they say that instead  of getting into this conflict this is what you  

have to do that is what is called forcing and  directing right as we discussed withdrawing  

smoothing and forcing are very very situation  specific and it is done for the benefit of the  

project only not for the benefit of a person  or the other collaborating is the most most  

effective conflict resolution technique because  it helps in long-term solution because both the  

parties are happy about the solution compromising  is the second best because both the parties have  

arrived at a solution although they're not very  happy about so the conflict may arise again okay  

when they get some more information but for now  they have found a solution to sacrifice a little  

bit on both the sides and go ahead that is about  conflict resolution technique now we will see two  

more questions okay which are very similar to what  you will see in the exam because the enablers are  

are over so now let us see two questions and  practice a little bit more question number  

four two group of members of the team working  on a new agile project disagree on selecting  

a software system to run the project so there's a  disagreement they have not been able to select the  

system despite multiple meetings among themselves  so they have done the problem to solve they have  

done the table uh face to face meeting they have  done the discussion whatever was required to be  

done they have done it which means they have had  multiple meetings the disagreement is leading to  

tense environment between the members but they  are not able to close it and it is resulting in  

some impact so what should the project manager do  let's see offer a compromise that is acceptable to  

both the team members yes okay there's nothing  wrong in that but we have not seen option b c  

and d so compromise for now looks like a look  a good choice if you have a option where we can  

collaborate solve the problem it will be better  let's see select that software system which poses  

least risk to the project see whenever you try  to solve questions and they talk about one of the  

constraints okay be a little bit again critical  okay why only risk why not cost why not schedule  

why not resources why not quality right an impact  of any change happens on all the six constraints  

right or at least more than one constraints so  why would we think only about the risk at this  

point of time right so not a good solution at all  because what if the software system is very risky  

but would off throw your budget see help the  team members arrive at the best solution yeah  

right should we do that yes what is this option  talking about this is talking about collaboration  

what is this talking about this is talking  about compromise and we have just discussed  

that collaboration is better than compromise so  now we know that a can eliminated because we have  

seen a better choice then we go to D ask the team  to decide or strict action might be taken okay we  

don't we don't take strict action just because  the team members are not able to decide we help  

them decide first if they are deliberately doing  it then maybe some station might be taken okay for  

now not required okay now in the exam they will  not or they might not I cannot guarantee anything  

they might not give you the exact words or they  might not ask you exactly which technique are  

you going to use they'll give you a scenario and  they'll give you a very general statement which  

will talk about these techniques and then you will  have to arrive at a solution okay always remember  

collaborating discussing facilitating involving  people in finding out solution to any problem is  

the best way to find solution okay now let us move  ahead question number five looks like a longer  

question okay many of the students have reported  that they have started seeing longer questions in  

the exam more longer questions in the exam than  some other students were reporting earlier okay  

so let us have a look at this question and how  to solve it longer does not mean difficult okay  

so never be worried about a project to develop  a software application that will help various  

departments in the organization is in its  initiating stages training the team is one of  

the prior deliverables and the department heads  want to create a detailed training program for  

the team members on the system uses right so while  reading the questions try to frame that situation  

try to create that picture in your mind so what's  happening we are initiating a software application  

project where training is a deliverable and  the deliver department heads want to provide  

some training and what kind of training a detailed  training program for their team the project team  

has never worked on a similar software and wants  to quickly start the execution now they are giving  

a second round of information so one information  was about training and department head now they're  

talking something about the team so team wants  to start the execution as early as possible to  

deliver the components of product incrementally  and use shorter development cycle to gain early  

feedback and adapt ultimately they are saying  that the department heads wants to do something  

in a traditional Manner and the team wants to  do something in agile manner this is what you  

have to identify while you look at and read the  questions okay longer questions can be very easily  

summarized because you have more information so  longer does not mean difficult longer does not  

mean easy also it could be difficult we don't  know but this is how you can summarize it okay  

what is the best way for the project manager to  decide the project management approach let's see  

typically it should be traditional plus agile  okay this is what we get as as a first hint  

right because training is separate development  of the product is sep we can do training through  

traditional approach we can do development through  agile approach and ideally we should we should  

use a hybrid approach let's let's see what the  options are by the way satisfy functional heads  

by asking the team to apply traditional approach  see whenever there is conflict between two parties  

how do we decide to go with one without the  information so we cannot just satisfy the fun  

Should we satisfy the functional head probably  yes because there are our stakeholders probably  

one of the high priority stakeholders we should  satisfy but not at the cost of my team's opening

okay B let the team manage product project  using adaptive approaches now we are going  

with the what the team said okay and not taking  into consideration what the functional head  

said that would also be wrong so we can eliminate  that facilitate a compromise by adopting a hybrid  

approach yeah right if the option D is not talking  about collaboration then this is one of the best  

choice let's look at D suggest discussing the  approach a day before execution starts why right  

it should be done a day before planning starts  because once you decide the approach then only  

you know how to plan not before the execution  too late for that so sometimes compromise also  

the solution which is in this case I hope this  video was helpful in understanding the task a  

little bit better if it did so do let me know in  the next video we'll be talking about the second  

task which is to lead their team thanks a lot  for your time and thanks for your patience