## **Learning Outcomes**

After reading this article, you will be able to explain the main conflict resolution techniques used in project management, including negotiation and mediation. You will recognize the typical sources and stages of conflict, evaluate responses to team obstacles and blockers, and apply collaborative approaches to remove impediments—key topics for PMP exam questions.

## **PMP Syllabus**

For PMP, you are required to understand conflict resolution and impediment management in the context of project delivery. Pay close attention to:

- Sources and stages of conflict on projects.
- Techniques for resolving conflict (problem-solving, collaborating, compromising, smoothing, forcing, withdrawal).
- The role and process of negotiation in agreement and issue resolution.
- Mediation as a conflict resolution tool when parties cannot agree.
- How to address and remove team impediments, obstacles, and blockers.
- Facilitative and servant leadership approaches for maintaining team performance.
- When to escalate unresolved issues according to the escalation path and project governance.

## **Test Your Knowledge**

_Attempt these questions before reading this article. If you find some difficult or cannot remember the answers, remember to look more closely at that area during your revision._

1. Which approach resolves conflict by having both parties openly discuss differences to reach a win-win outcome?
   a) Forcing
   b) Smoothing
   c) Collaborating (problem-solving)
   d) Withdrawal

2. During a project’s daily meeting, several team members raise multiple blockers that slow progress. What is the correct first step for the project leader?
   a) Resolve the less important obstacles first
   b) Ask the team to manage all impediments independently
   c) Prioritize critical blockers and facilitate their removal
   d) Escalate all obstacles to the sponsor

3. What is the main role of negotiation in project conflict resolution?
   a) To impose the project manager’s decision
   b) To ensure the client’s view is accepted
   c) To achieve agreement that balances interests and enables work to progress
   d) To determine who is at fault in the conflict

## **Introduction**

Conflict is normal in every project. Competing schedules, limited resources, miscommunication, or power struggles can result in disagreement among team members or stakeholders. Left unresolved, conflict harms morale and slows delivery. Project managers are required to recognize the root cause, select an appropriate response, and remove obstacles so the team can focus on value. The PMP exam expects you to select resolution strategies that maintain project success and protect relationships.

> **Key Term: Conflict Resolution Technique**
> A structured approach used by project managers to settle disputes, remove obstacles, and guide teams to agreement or compromise.

## Typical Sources and Stages of Conflict

Most project conflict comes from competing priorities, resources, technical opinions, scheduling constraints, administrative procedures, or personalities. Conflict does not mean failure. Handled well, it leads to better solutions.

Conflict often emerges in predictable stages:

1. **Latent** (potential exists but has not surfaced)
2. **Perceived** (awareness begins)
3. **Felt** (tension rises; parties focus on differences)
4. **Manifest** (open confrontation occurs)
5. **Aftermath** (resolution or lingering effects)

> **Key Term: Impediment (Blocker)**
> Any event, obstacle, or issue that prevents the project team from making planned progress. Common in agile environments, blockers are immediately raised to the leader or Scrum Lead for support.

## Core Conflict Resolution Techniques

Project managers use several time-tested approaches to resolve disputes:

- **Collaborating (problem-solving):** Parties face the issue directly to find a mutually satisfactory solution. Produces win-win outcomes and strengthens relationships.
- **Compromising (reconciling):** Both parties give up something. Results in partial satisfaction for each. Useful for short timeframes, but not optimal.
- **Smoothing (accommodating):** Points of agreement are emphasized and differences downplayed, but the root problem remains.
- **Forcing (directing):** One side uses authority to demand a resolution for urgent or safety-related issues. This is a win-lose outcome and may affect motivation.
- **Withdrawal (avoiding):** The issue is postponed or ignored. Sometimes necessary, but risks escalation.

> **Key Term: Negotiation**
> A structured discussion between parties with conflicting interests, aiming to reach an agreement that resolves differences and enables progress.
>
> **Key Term: Mediation**
> An assisted negotiation process where a neutral third party (internal or external mediator) helps disputants find a mutually acceptable outcome.

### Selecting a Technique

Choosing the right approach depends on urgency, the relationship, the importance of the issue, and the parties’ willingness to cooperate. The PMP exam requires you to match the conflict scenario to the most effective technique.

### **Worked Example 1.1**

A project team faces regular arguments between engineering and quality specialists over inspection standards. Past attempts at compromise led to minor improvements, but recently disagreement is blocking product hand-off and delaying deadlines. As project manager, which is the best first response?

> **Answer:** Use collaborating (problem-solving). Bring both parties together to discuss their views and agree on a shared standard, focusing on project goals and customer requirements.

## Addressing Team Impediments

Impediments—sometimes called blockers, obstacles, or bottlenecks—are issues that reduce team productivity or halt work. Removing impediments is a core project leader task, particularly on agile projects.

Steps to address blockers:

1. Team members raise impediments promptly (e.g., in a daily stand-up).
2. The leader determines which obstacles are critical to progress.
3. Critical blockers are prioritized for immediate resolution by the leader or escalated if outside team control.
4. The team lead works to remove or reduce the blockers using negotiation, resource allocation, or by helping to reach a compromise.

> **Key Term: Escalation Path**
> A predefined route for raising unresolved issues or blockers to higher management or stakeholders for timely decision or resolution.

### **Worked Example 1.2**

During an agile sprint, three issues are reported in the daily meeting: a test environment failure, an unclear design input, and a pending external approval. The Scrum Lead prioritizes the test environment failure, brings in IT support, negotiates a clear commitment for urgent resolution, and escalates external approval to the project sponsor.

> **Answer:** The Scrum Lead applied prioritization and negotiation to resolve blockers, following escalation where needed.

## Negotiation for Conflict and Issue Resolution

Negotiation helps find solutions acceptable to all parties. It is especially important when interests are opposed, but project progress must continue.

Basic principles for effective negotiation:

- Prepare by understanding each party’s position and desired outcome.
- Focus on shared goals—project delivery, value, and stakeholder satisfaction.
- Generate solution options rather than assigning blame.
- Use active listening and clarify where misunderstandings exist.
- Conclude with a clear, documented agreement—ideally, win-win.

Negotiation is not only for contracts; it is used continually in conflict management, resource allocation, and impediment resolution.

## Mediation in Project Disputes

When parties cannot agree despite attempts at collaboration and negotiation, mediation by a neutral facilitator may be used. The mediator does not impose a solution but guides the discussion so parties can reach consensus.

Project managers may play the role of informal mediator within the team or arrange for a neutral facilitator in escalated or complex disputes.

### **Exam Warning**

> The PMP exam sometimes presents scenarios where use of smoothing or withdrawal seems easier, but the correct answer is often collaborating/problem-solving, especially for high-impact, recurring, or sensitive conflicts.

## When to Escalate

If efforts to resolve conflict or remove team blockers do not succeed—or if an issue is outside the project manager’s authority—the escalation path must be followed. Responsibly escalating maintains team morale, protects delivery, and meets governance requirements.

> **Key Term: Facilitator**
> An impartial person (may be the project manager, a senior leader, or an outside party) who helps parties in conflict communicate and reach agreement.

## Keeping Team Performance on Track

Early detection and resolution of conflict supports positive team environment and ongoing performance. Conflict allowed to linger can create new risks, increase cost, and harm stakeholders.

> **Key Term: Servant Leader**
> A project manager or Scrum Lead whose priority is meeting team needs, removing obstacles, and enabling maximum performance.

### **Revision Tip**

> In PMP questions, look for the root reason for the conflict. The recommended action is usually to address root causes using a collaborative approach, then use negotiation as required. Withdrawal is rarely best unless the issue is trivial.

## **Summary**

Conflict and impediment resolution are essential for project delivery. Effective project managers recognize conflict sources, select suitable resolution techniques, apply negotiation or mediation if necessary, remove team blockers, and escalate unresolved issues as appropriate. Focusing on collaboration and open communication protects relationships, maintains progress, and increases project success.

## **Key Point Checklist**

_This article has covered the following key knowledge points:_

- Conflict is normal in project teams and, if not managed, impedes progress.
- Five main conflict resolution techniques: collaborating, compromising, smoothing, forcing, withdrawal.
- Collaborating (problem-solving) is generally the most effective and is preferred on the PMP exam.
- Negotiation aims to produce a workable, win-win agreement and is used at many points in project delivery.
- Mediation by a neutral party supports agreement when negotiation fails.
- Team impediments (blockers) must be prioritized and removed by the leader or escalated along the escalation path.
- The escalation path is used for issues outside your authority or unresolved by the team.
- Early detection and resolution of conflict maintains team performance and morale.
- Servant leadership focuses on supporting the team and removing obstacles.

## **Key Terms and Concepts**

- Conflict Resolution Technique
- Impediment (Blocker)
- Negotiation
- Mediation
- Escalation Path
- Facilitator
- Servant Leader


Conflict and impediment resolution - Conflict resolution techniques