PMI-ACP Practice Questions #77
Maria is managing a hybrid team working on a critical product development project. Recently, tension has arisen between two team members over task ownership, and their disagreements have started to affect the entire team’s productivity. Maria wants to address the issue before it escalates but is unsure of the best approach to handle the conflict, especially in a remote setting.
What should Maria do to effectively resolve the conflict?
A. Arrange a separate call with each team member involved to understand their perspectives and identify the root cause of the conflict. Use this understanding to guide a resolution.
B. Immediately intervene via email, asking both team members to explain their points of view in writing and requesting a public resolution in the next team meeting.
C. Avoid addressing the conflict directly, assuming it will resolve itself over time as the team continues to work together.
D. Schedule a one-on-one call with the entire team to address the conflict publicly and ensure transparency.
Analysis
The situation involves a conflict between two team members over task ownership, which has escalated to the point of affecting team productivity. Maria, as the manager, must take proactive steps to resolve the issue effectively. The best approach should focus on understanding both perspectives, ensuring a fair resolution, and preventing further impact on the team. The response should also be appropriate for a remote/hybrid setting, where communication dynamics are different from in-person conflict resolution.
Analysis of Options:
A: Arrange a separate call with each team member involved to understand their perspectives and identify the root cause of the conflict. Use this understanding to guide a resolution.
This is a reasonable approach. Speaking with each team member separately allows Maria to understand the root cause of the conflict without putting either individual on the defensive in a public setting. While it would be ideal to facilitate a joint discussion, this option still ensures that Maria gathers necessary insights before guiding a resolution. Since no better collaborative resolution option is provided, this remains the best choice.
B: Immediately intervene via email, asking both team members to explain their points of view in writing and requesting a public resolution in the next team meeting.
This is a poor approach. Email is not an effective medium for resolving conflicts, especially in a remote setting, as it lacks tone and nuance, increasing the risk of misinterpretation. Additionally, forcing a public resolution in a team meeting may escalate tensions rather than resolve them constructively. Agile principles emphasize open communication, but not in a way that could create discomfort or defensiveness.
C: Avoid addressing the conflict directly, assuming it will resolve itself over time as the team continues to work together.
This is not a viable solution. The conflict has already escalated to the point of affecting team productivity, indicating that passive resolution is unlikely. Ignoring the issue may lead to further friction, lower team morale, and continued inefficiencies. Agile encourages proactive conflict resolution, making this an inappropriate approach.
D: Schedule a one-on-one call with the entire team to address the conflict publicly and ensure transparency.
While transparency is important, this approach is not appropriate for a conflict involving only two individuals. Publicly discussing personal disagreements can create discomfort, embarrassment, and further tension within the team. If the conflict were team-wide, this might be a good approach, but since the issue is between two members, a more focused resolution is needed.
Conclusion
The best approach is Option A (Arrange separate calls with each team member to understand their perspectives and guide a resolution) because it ensures that both parties are heard in a neutral setting before finding a constructive way forward. Options B and D risk escalating the conflict, while Option C is too passive and fails to address the issue effectively.
PMI – ACP Exam Content Outline Mapping
| Domain | Task |
| Leadership | Facilitate Problem Resolution |
| Leadership | Facilitate Conflict management |
Topics Covered:
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