PMP · Question #1357
A project team working on a hybrid project is struggling to achieve customer satisfaction. The team states that the customer keeps changing their priorities. Meanwhile, the customer argues that the pr
The correct answer is A. Meet with the customer and the project team to understand the problem.. When a hybrid project team and customer disagree over changing priorities versus unmet needs, the project manager should directly facilitate a joint meeting to address the communication breakdown.
Question
Options
- AMeet with the customer and the project team to understand the problem.
- BHire an external organization to audit the project and deliverables.
- CAsk the product owner to explain the customer needs to the project team.
- DEscalate to the project sponsor and request immediate intervention.
How the community answered
(29 responses)- A79% (23)
- B3% (1)
- C14% (4)
- D3% (1)
Why each option
When a hybrid project team and customer disagree over changing priorities versus unmet needs, the project manager should directly facilitate a joint meeting to address the communication breakdown.
The core issue is a communication and understanding gap between the team and the customer. The most effective action for the project manager is to facilitate a direct meeting with both parties to clarify expectations, priorities, and needs, fostering mutual understanding and rebuilding trust. This direct engagement allows for real-time discussion and resolution of misunderstandings.
Hiring an external auditor is a costly and often unnecessary step for a communication issue that can be resolved through direct engagement between the project manager, team, and customer.
While the product owner's role is crucial, simply asking them to explain customer needs isn't enough; the customer's direct input and the team's direct interaction with the customer are needed to bridge the current communication gap.
Escalating to the project sponsor is premature before attempting to resolve the conflict directly, and it may not lead to a sustainable solution for the underlying communication problem.
Concept tested: Conflict resolution and stakeholder engagement
Topics
Community Discussion
9
Yusuf A.Jul 4, 2026A is the right call here. My senior always says when both sides are pointing fingers, you get everyone in a room together before it spirals, and that is exactly what this option does.
Carlos M.Jul 7, 2026A worked for me on the exam last week but the real reason is it is the only option that actually facilitates direct communication between the conflicting parties, the rest just escalate or document without resolving.
Grace U.Jul 5, 2026I first leaned toward C, thinking the product owner should bridge the gap, but in a hybrid project the PM needs to get both sides in the room together rather than filtering the conversation through a third party. A is the right call because you cannot resolve a communication breakdown without hearing directly from both the team and the customer at the same time.
Carlos M.Jul 5, 2026A is the right call here because the PM needs to get both sides in the room and figure out where the communication breakdown is happening. In a hybrid setup, the customer might not fully get how prioritization works, and the team might be missing the underlying business context behind the requests. Meeting together lets you surface the real problem instead of guessing or playing telephone. I had almost this exact scenario on my exam last month and picked A because the other options either overcomplicate things or push the problem onto someone else.
Brenda K.Jul 6, 2026A is correct and a 20 second question if you spot it, just watch the clock on these stakeholder collaboration questions because the wordy answer choices can eat 90 seconds before you realize it.
Brenda K.Jul 5, 2026A confirmed correct. Quick win under one minute, collaborate first before escalating.
Carlos M.Jul 8, 2026Agreed on A, but worth noting the collaborate step only applies if theres an actual co-worker available, otherwise youre just burning time before you escalate.
Dervla O.Jul 5, 2026Going with B. An independent audit cuts through the he-said-she-said stalemate.
Brenda K.Jul 5, 2026A is correct here, and this one is a 30-second pick, so do not overthink it. The stem is asking about resolving a disagreement between two parties, which maps directly to mediation, not an independent audit, which is about verifying compliance or controls.