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Conflict Resolution in Projects

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Those who work on projects must have strong conflict resolutions skills because all projects will have some level of conflict. Participants will learn about the types of conflicts that are most likely to occur during the various project phases and will be better able to anticipate and be prepared to manage those conflicts.

There are a number of project management tools that, if used proactively, can either prevent conflicts from occurring or reduce the frequency and magnitude of the conflicts. Course participants will learn conflict resolution models and will use them during group exercises and role play exercises to illustrate conflict resolution best practices in action.

The ability of project managers and project team members to manage conflict in a timely manner can have a dramatic impact on project success.

Learning Objectives

After completing this interactive workshop, participants will:

  • Be aware of the cost of conflict in projects
  • Increase their awareness of the types of conflicts that are likely to occur during project phases
  • Know how to proactively avoid or manage conflicts using project management tools
  • Understand and apply models that can be used to resolve project conflict
  • Know how to apply conflict resolution best practices
  • Return to the workplace better equipped to manage conflict on projects


Who Should Attend

Project Managers, Project Coordinators, project team members, subject matter experts who work on projects, as well as anyone who contributes to or supports projects.


There is no prerequisite for this course. It functions as a stand-alone course.


You will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.

What You Will Learn


  • What is conflict?
  • The cost of conflict
  • Advantages and disadvantages of conflict
  • Healthy versus unhealthy conflict


Stages of Conflict and the Project Life Cycle

  • Stages of conflict
  • Types of conflicts that occur on projects
  • When conflict is the highest on projects
  • The relationship between project phases and types of conflict


Using PM Tools to Reduce Conflict

  • The Project Charter
  • Stakeholder Analysis
  • Scope Management System
  • Communication Plan
  • The WBS & Resource Assignments

Conflict Resolution Models

  • Thomas-Kilmann Instrument
  • Dual Concern model
  • 2 Minute Model
  • Boundary Model
  • Social Style Model


Conflict Management Best Practices

  • Setting ground rules
  • Active Listening
  • Brainstorming
  • Defining interests versus positions
  • Balancing assertiveness and empathy
  • Reframing
  • Using an independent standard


Wrap Up

  • 10 best practices for managing and resolving conflict
  • What you have learned & Action plan

course info

Course ID: 1802
Course Level: Intermediate
Duration: 2 days

upcoming sessions

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PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  Tech. Ldrshp. Strat. & Bus.
PMP 0 14 0
PgMP 0 14 0
PfMP 0 14 0
PMI-ACP 0 14 0
PMI-SP 0 14 0
PMI-RMP 0 14 0
PMI-PBA 0 14 0

The three columns in the table are Technical Project Management, Leadership, and Strategic & Business Management.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 14 CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 2 RUs
  • CIPS Information Systems Professionals (ISPs) earn 14 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 14 Learning Credits