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9 - PROJECT HUMAN RESOURCE MANAGEMENT

Successful conflict management results in greater productivity and positive working relationships. When
managed properly, differences of opinion can lead to increased creativity and better decision making. If the
differences become a negative factor, project team members are initially responsible for their resolution. If conflict
escalates, the project manager should help facilitate a satisfactory resolution. Conflict should be addressed early
and usually in private, using a direct, collaborative approach. If disruptive conflict continues, formal procedures may
be used, including disciplinary actions.

The success of project managers in managing their project teams often depends a great deal on their ability to
resolve conflict. Different project managers may utilize different conflict resolution methods. Factors that influence
conflict resolution methods include:

• Relative importance and intensity of the conflict,
• Time pressure for resolving the conflict,

• Position taken by persons involved, and 9
• Motivation to resolve conflict on a long-term or a short-term basis.

There are five general techniques for resolving conflict. As each one has its place and use, these are not given
in any particular order:
• Withdraw/Avoid. Retreating from an actual or potential conflict situation; postponing the issue to be
better prepared or to be resolved by others.
• Smooth/Accommodate. Emphasizing areas of agreement rather than areas of difference; conceding
one’s position to the needs of others to maintain harmony and relationships.

• compromise/reconcile. Searching for solutions that bring some degree of satisfaction to all parties in
order to temporarily or partially resolve the conflict.
• Force/direct. Pushing one’s viewpoint at the expense of others; offering only win-lose solutions, usually
enforced through a power position to resolve an emergency.
• collaborate/Problem Solve. Incorporating multiple viewpoints and insights from differing perspectives;
requires a cooperative attitude and open dialogue that typically leads to consensus and commitment.

9.4.2.4 Interpersonal Skills

Project managers use a combination of technical, personal, and conceptual skills to analyze situations and
interact appropriately with team members. Using appropriate interpersonal skills allows project managers to
capitalize on the strengths of all team members.

©2013 Project Management Institute. A Guide to the Project Management Body of Knowledge (PMBOK Guide) – Fifth Edition 283
®

Licensed To: Jorge Diego Fuentes Sanchez PMI MemberID: 2399412
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