Conflict Resolution in Projects: The Collaboration Technique
A conflict has arisen between two functional managers whose teams are working on your project. They disagree on resource allocation and priorities, and the conflict is delaying progress. Which THREE actions should the project manager take to resolve the situation?
Quick Answer
Escalating to the project sponsor when the functional managers cannot reach agreement is correct because it reflects the proper order of operations in conflict resolution: the project manager should always attempt to resolve a conflict at the lowest possible level first, but escalation becomes appropriate, not a failure, once that direct effort genuinely stalls. Since functional managers sit outside the project manager's direct authority and control resources the project depends on, there's a real limit to what facilitation alone can achieve when their disagreement is rooted in competing organizational priorities rather than simple miscommunication. Grounding the earlier stages of the conversation in the resource management plan and the project's documented priorities gives the discussion an objective, agreed-upon reference point before anything reaches the sponsor, which is why that groundwork matters even though escalation is the step being highlighted here. Escalating too early, before attempting to resolve things directly with the managers, would undermine the project manager's credibility and bypass a resolution that might have been reachable without involving senior leadership. Whenever a scenario describes a conflict between parties outside the project manager's authority that has genuinely stalled despite good-faith attempts to resolve it directly, recognize that escalation to a sponsor or appropriate authority is the correct next step, not a last resort to avoid.
⚠ Common exam trap
The trap here is that candidates may mistakenly choose Option D (lessons learned) as a proactive step, but it is a knowledge management activity, not a conflict resolution action, and Option E (unilateral decision) seems efficient but violates the collaborative and stakeholder-focused approach the PMP exam rewards.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Review the project's resource management plan and priorities to align their work with project objectives
The resource management plan and project priorities provide the objective framework for aligning the functional managers' conflicting demands. By reviewing these documents, the project manager can ground the discussion in the project's agreed-upon constraints and objectives, ensuring that resource allocation decisions support the project's goals rather than personal or departmental preferences.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Review the project's resource management plan and priorities to align their work with project objectives
Why this is correct
Referencing the plan provides an objective framework for allocation decisions.
- ✓
Facilitate a meeting with both managers to discuss the conflict and find a mutually acceptable solution
Why this is correct
Facilitating direct communication helps resolve misunderstandings and find common ground.
- ✓
Escalate the unresolved conflict to the project sponsor if the managers cannot reach an agreement
Why this is correct
Escalation is appropriate when the PM cannot resolve the conflict at their level.
- ✗
Document the conflict in the lessons learned register for future projects
Why it's wrong here
While documentation is good, it is a post-resolution activity, not a primary action to resolve the current conflict.
- ✗
Make a unilateral decision on resource allocation to end the conflict quickly
Why it's wrong here
Imposing a decision without collaboration may escalate the conflict and damage relationships.
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Same concept, more angles
2 more ways this is tested on PMP
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. You are managing a software development project using a hybrid approach. Two senior developers have a recurring conflict about coding standards, which is causing delays in code reviews and affecting team morale. What should you do FIRST?
medium- A.Escalate the issue to the functional managers of both developers.
- ✓ B.Facilitate a meeting with both developers to discuss the conflict and agree on coding standards.
- C.Reassign the developers to different modules to minimize interaction.
- D.Decide on a set of coding standards yourself and mandate them.
Why B: In a hybrid project environment, the project manager should first facilitate a collaborative discussion between the conflicting parties to resolve the issue at the lowest level. This approach aligns with the PMP's emphasis on conflict resolution techniques, specifically 'collaborating/problem-solving,' which seeks a win-win outcome. By directly addressing the coding standards conflict, you preserve team autonomy and ownership, which is critical for maintaining morale and productivity in a hybrid approach where Agile principles like self-organization are valued.
Variation 2. A project manager is leading a global virtual team. A conflict arises between two senior developers from different cultures. One feels the other is not respecting their time zone, while the other accuses the first of micromanaging. What is the best approach to resolve this conflict?
hard- ✓ A.Mediate a meeting between the two developers to openly discuss their concerns
- B.Escalate the issue to human resources for a formal resolution
- C.Assign each developer to separate tasks to minimize interaction
- D.Decide on a compromise and inform both parties of the new rules
Why A: As a project manager leading a global virtual team, the best approach to resolve a conflict between two senior developers from different cultures is to mediate a meeting where they can openly discuss their concerns. This aligns with the PMP's focus on collaborative problem-solving and emotional intelligence, allowing both parties to express their perspectives on time zone respect and micromanagement, leading to a mutually agreed solution. Mediation fosters trust and understanding, which is critical for virtual team cohesion and productivity.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This PMP practice question is part of Courseiva's free PMI certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the PMP exam.