Gartner Research

PMOs Need to Harness the Power of Conflict, Not Run or Hide From It

Published: 11 March 2013

ID: G00247110

Analyst(s): Robert Handler


Failure to effectively manage the inevitable conflict that occurs on projects and programs damages team dynamics, and project/program outcomes. The PMO must constantly encourage PPM leaders to address conflict quickly and collaboratively, and provide them the tools and knowledge to be able to do so.

Table Of Contents
  • Key Challenges


  • Common PMO Conflicts
  • Collaborative Conflict Resolution — More Productive, but Less Utilized


  • Provide PPM Leaders With Conflict Management Tools
    • Use the Thomas-Kilmann Instrument (TKI) to Understand Conflict Management
    • Apply the Lens Model to Share Perspective and Discover Common Goals
    • Encourage Principled Negotiation to Derive Win-Win Solutions
  • Institute and Reinforce Conflict Management, Because Old Habits Die Hard
  • Maintain Standard Conflict Resolution Processes for When Collaboration Fails or Doesn't Occur

Case Study

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