flowchart TD
C["🤝 CONFLICT ARISES"]
C --> Q1{"Is there time
to work through it?"}
Q1 -->|"Yes"| Q2{"Can both parties
get what they need?"}
Q1 -->|"No — emergency"| FORCE["⚡ Force/Direct
Push one viewpoint"]
Q2 -->|"Yes"| COLLAB["⭐ Collaborate
Work together for win-win"]
Q2 -->|"No — but can meet halfway"| COMP["🤝 Compromise
Each gives up something"]
Q2 -->|"No — relationship > issue"| SMOOTH["😊 Smooth/Accommodate
Emphasize agreement"]
Q2 -->|"No — need cooling off"| WITHDRAW["🚶 Withdraw/Avoid
Temporary retreat"]
style C fill:#ede9fe,stroke:#7c3aed
style Q1 fill:#fef3c7,stroke:#b45309
style Q2 fill:#fef3c7,stroke:#b45309
style COLLAB fill:#dcfce7,stroke:#16a34a
style COMP fill:#dbeafe,stroke:#2563eb
style SMOOTH fill:#fef3c7,stroke:#b45309
style FORCE fill:#fff7ed,stroke:#ea580c
style WITHDRAW fill:#fef2f2,stroke:#dc2626
⭐ PMI's #1 Preferred
Collaborate / Problem Solve
Also: Confront, Integrate
Work together to find a solution that fully satisfies both parties. Requires open dialogue, trust, and time.
When to use: When the issue is important to both parties, when there's time, when you need a lasting solution, when the relationship matters long-term.
Win-Win → Almost always the exam answer
#2 — Good Alternative
Compromise / Reconcile
Also: Negotiate, Bargain
Each party gives up something to reach a mutually acceptable solution. Neither fully satisfied.
When to use: When both parties have equal power, when a temporary solution is needed, when collaboration has failed, when time pressure exists.
#3 — Situational
Smooth / Accommodate
Also: Concede, Yield
Emphasize areas of agreement and de-emphasize differences. Maintains harmony but doesn't solve the root issue.
When to use: When the relationship is more important than the issue, when the issue is minor, when you need to build goodwill for a future negotiation.
#4 — Emergency Only
Force / Direct
Also: Compete, Command
Push one viewpoint at the expense of another. Uses authority or power to resolve quickly.
When to use: Emergencies, safety issues, when a quick decision is critical, when you know you're right and the stakes are high. Rarely correct on the exam.
#5 — Last Resort
Withdraw / Avoid
Also: Retreat, Postpone
Retreat from the conflict. Doesn't resolve anything — just delays it.
When to use: When emotions are too high (cooling-off period), when the issue is trivial, when you have no chance of winning, when someone else can resolve it better.
⚠️ Almost never the exam answer
💡 Exam Pattern
If Collaborate/Problem Solve is an answer choice, it's almost always correct — unless the scenario specifically describes an emergency (→ Force) or says collaboration already failed (→ Compromise).
Thomas-Kilmann Model: Maps these 5 techniques on two axes — assertiveness (concern for self) and cooperativeness (concern for others). Collaborate = high on both.
"Two developers disagree on the architecture. The PM should..."
→ Collaborate: Facilitate a discussion to find the best solution together.
"A critical production bug needs an immediate fix. Two team members propose different approaches..."
→ Force: Make the call — it's an emergency. Speed matters more than consensus.
"Two stakeholders want different features prioritized. Budget allows only one..."
→ Compromise: Find a middle ground — perhaps partial implementation of both, or phased delivery.
"A team member is upset about a minor process change. The PM should..."
→ Smooth: Acknowledge their concern, emphasize shared goals, maintain the relationship.
"Two team members had a heated argument. Emotions are running high..."
→ Withdraw (temporarily): Let emotions cool, then revisit with Collaborate.