Q1. You are a project manager for a software development

team. You have noticed that two of your team members,

Alice and Bob, have been arguing frequently over the

design and implementation of a feature. Their conflict is

affecting the quality and timeliness of the project. What is

the best way to handle this situation?

a) Ignore the conflict and hope that it will resolve itself.

b) Tell Alice and Bob to stop arguing and focus on their

work.

c) Arrange a meeting with Alice and Bob to facilitate a

constructive dialogue and help them find a mutually

acceptable solution.

d) Escalate the issue to your supervisor and ask for their

intervention.

Answer: c) Arrange a meeting with Alice and Bob to

facilitate a constructive dialogue and help them find a

mutually acceptable solution.

Rationale: This option demonstrates the use of

collaborative conflict resolution, which aims to address the

underlying needs and interests of both parties and reach a

win-win outcome. Ignoring the conflict (option a) can lead

to resentment and further deterioration of the relationship.

Telling them to stop arguing (option b) can suppress the

conflict without resolving it, and may create a hostile work

environment. Escalating the issue (option d) can undermine

your authority as a project manager and may not address

the root cause of the conflict.

Q2. You are a customer service representative for an online