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Head First - Conflict Resolution

Posted: Sat Dec 06, 2014 8:02 am
by kniraj
You have been hired by a contractor, who wants you to manage a construction project for one of their clients. The project team has been working for two months, and is 35% done with the job. Two of your team members come to you with a conflict about how to handle the ongoing maintenance for a piece of equipment. You know that they can safely ignore the problem for a while, and you’re concerned that if your project falls behind schedule before next week’s stakeholder meeting, it will cause problems in the future. You tell the two team members that the problem really isn’t as bad as they think it is, and if they take a few days to cool off about it you’ll help them with a solution. This approach to conflict resolution is known as:

A - Withdrawal
B - Compromise
C - Smoothing
D - Forcing

I answered this as A ... but the site says C is the correct answer. Please share your views. Thanks.

Re: Head First - Conflict Resolution

Posted: Sat Dec 06, 2014 9:05 am
by signor_rk
Both Option # A) & C) are very close. But since the PM is NOT AVOIDING the situation , rather taking time to cool off for few days so that he/she can give a solution. Therefore, Option # C) Smoothing , seems the best pick.

Re: Head First - Conflict Resolution

Posted: Sat Dec 06, 2014 2:36 pm
by coolpmp69
I agree with Ranjit...the answer is smoothing , Option C

Smoothing in "Emphasizing areas of agreement rather than areas of difference"
so in this example, PM acknowledges as team members believe that there is problem and it needs to be addressed but pushes the fix to a later date as it currently does not hamper the project work.

Other way to look at as to why the answer is not withdrawl, option A is
PM never left the conflict unaddressed and also none of the parties involved here left the situation/walked away from addressing their conflict so this does not satisfy the 'withdrawl' criteria.

Hope this helps

Re: Head First - Conflict Resolution

Posted: Sat Dec 06, 2014 4:22 pm
by signor_rk
Exactly @ coolpmp69 ... Thanks

Re: Head First - Conflict Resolution

Posted: Tue Dec 09, 2014 3:27 am
by kniraj
Thanks for the explanation.

Re: Head First - Conflict Resolution

Posted: Mon Dec 15, 2014 7:35 am
by dipti5ece
kewl:! Nice explanation ....cleared my concept too......