PMP Question #1422: Real Exam Question with Answer & Explanation

Question

A project manager receives an email from a customer saying that they do not want to keep working with one of the project team members. The customer does not provide any reasons for this sentiment. The project manager is concerned because this project team member is highly skilled and experienced and is key in one of the main project deliverables. What should the project manager do to ease the situation?

Options

• AAsk the project team member to call the customer to apologize for their behavior.
• BTalk to the customer and project team member separately to assess the issue and decide on the
• CRemove the project team member immediately and assign the pending activities to other team
• DTell the customer that they do not have the authority to remove project team members.

Explanation

When a customer requests a team member's removal without reason, the project manager should separately consult both the customer and the team member to understand the underlying issues before making any decisions.

Common mistakes.

• A. Asking a team member to apologize without understanding the root cause is premature, unfair, and could worsen the situation or create resentment.
• C. Immediately removing a highly skilled team member based on an unsubstantiated complaint can severely impact project progress and team morale, as well as being an uninformed decision.
• D. Challenging the customer's authority without addressing their concerns is confrontational and harms stakeholder relationships, failing to resolve the underlying problem.

Concept tested. Conflict resolution and stakeholder communication

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