PMI-ACP Practice Questions #76
Rita is leading a cross-functional team responsible for launching a new product. The team includes both on-site and remote members, with diverse cultural and professional backgrounds. Recently, conflicts have arisen due to miscommunication and differing expectations between the remote and on-site team members. Rita recognizes that traditional on-site conflict resolution strategies may not be effective in a hybrid setting.
What approach should Rita take to resolve these conflicts effectively?
A. Arrange a virtual meeting to openly discuss the conflicts and establish new team norms, ensuring every team member has an equal voice.
B. Focus on resolving conflicts only with the on-site members first, as they can influence the remote team later.
C. Send an email outlining the expected behavior and request all team members to comply, without further discussion.
D. Conduct one-on-one sessions with the remote team members to understand their concerns and then implement solutions.
Analysis
The challenge in this scenario is managing conflicts in a hybrid team with diverse cultural and professional backgrounds. Miscommunication and differing expectations between remote and on-site team members have created tension. The best approach should involve open, inclusive communication that fosters collaboration and empowers the team to resolve conflicts effectively.
Analysis of Options:
A: Arrange a virtual meeting to openly discuss the conflicts and establish new team norms, ensuring every team member has an equal voice.
This is the best choice. It promotes open communication, allowing both remote and on-site team members to voice their concerns and collaboratively establish norms that suit everyone. Holding a virtual meeting ensures inclusivity and fosters a shared understanding of expectations, which is essential for conflict resolution in a distributed team. This approach aligns with Agile principles of team empowerment and self-organization.
B: Focus on resolving conflicts only with the on-site members first, as they can influence the remote team later.
This option is not ideal because it excludes remote team members, reinforcing a divide rather than fostering collaboration. Agile teams emphasize inclusivity and equal participation, so addressing only one group’s concerns can lead to further misalignment and resentment. Conflict resolution should involve all affected parties.
C: Send an email outlining the expected behavior and request all team members to comply, without further discussion.
This is a poor approach because it relies on one-way, push communication, which is ineffective for resolving conflicts. Email lacks the interactivity required to address concerns, clarify misunderstandings, and build consensus. Agile practices emphasize open dialogue and team-driven solutions rather than top-down directives.
D: Conduct one-on-one sessions with the remote team members to understand their concerns and then implement solutions.
While understanding remote team members’ concerns is valuable, this option only addresses one side of the conflict. Effective conflict resolution requires a collective discussion rather than separate conversations. A team-wide discussion is necessary to ensure alignment and mutual understanding.
Conclusion
The best choice is Option A (Arrange a virtual meeting to discuss conflicts and establish team norms) because it fosters open communication, inclusivity, and team-driven problem-solving. Options B and D are ineffective because they address only part of the team, while Option C lacks interactivity and engagement.
PMI – ACP Exam Content Outline Mapping
| Domain | Task |
| Leadership | Facilitate Conflict Management |
Topics Covered:
- Encourage open and inclusive discussions to address conflicts in a hybrid team environment.
- Ensure all team members, both remote and on-site, have an equal voice in conflict resolution.
- Establish clear team norms collaboratively to align expectations and improve communication.
- Use interactive communication methods like virtual meetings instead of one-way directives.
- Foster a culture of mutual understanding and shared decision-making to strengthen team cohesion.
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