How to Answer: How would you go about resolving a conflict between volunteers who are arguing?
Advice and answer examples written specifically for an American Red Cross job interview.
25. How would you go about resolving a conflict between volunteers who are arguing?
Why the Interviewer Asks This Question
Understanding how to resolve conflicts professionally is an important skill in any industry. In the nonprofit world, conflicts involving volunteers are especially challenging because individuals are donating their time to advance the cause of your organization. Red Cross has over 20,000 dedicated volunteers and needs to know that volunteer management reflects the high standards of the organization.
Written by Isaiah Swanson on February 28th, 2022
How to Answer
This question is an opportunity for you to share your management skills, conflict-resolution abilities, and how you handle interpersonal issues within a team. Avoid taking sides in the fight; instead, show how you successfully mediated the disagreement to a constructive conclusion.
Written by Isaiah Swanson on February 28th, 2022
1st Answer Example
"Last year, I had a regular data entry volunteer inputting client reassessment information into our digital database. This volunteer had been with us for several years, and she had her own process for labeling and sorting digital files. I brought on a new volunteer to assist her during an especially busy time so that we could make sure to have all the information entered in time for an upcoming audit. As it turned out, the new volunteer had an idea for what she believed was a more efficient process; the regular volunteer did not want to change her way of doing things, so they argued and eventually stopped speaking to each other.
When I realized what was going on, I met with each of them privately and thanked them each for volunteering their time and skills. Then, I explained that I appreciated new ideas as well as proven processes and that I believed there could be a compromise between the two methods. Next, I mediated a discussion between both volunteers wherein I ensured they both had a chance to share their ideas, and we were able to incorporate both of their thoughts in designing a more efficient process."
Written by Isaiah Swanson on February 28th, 2022
2nd Answer Example
"I have worked with volunteers in the past who got into disagreements. My organization runs free weekly workshops open to the public on the subject of women's reproductive health. These workshops usually have about thirty attendees, and we require the assistance of two volunteers to help register attendees, distribute materials, and manage snacks and beverages. After the workshop ends, people usually stay for a bit to sample the snacks and socialize.
During one of these social times, I overheard the two volunteers arguing over some personal dispute that had started earlier in the day. Their argument was audible to everyone, including the attendees, so I pulled the two volunteers into the hallway and spoke to them privately. Without chastising them, I respectfully reminded them that when we volunteer, we represent the organization. I calmly asked them to please resolve any personal disputes on their own time and to focus on the task and mission to overcome these issues when volunteering together. I shared an option for creating an alternate schedule where the two would not have to volunteer together in the future, but they insisted they would resolve the personal issue and behave with professionalism at future events."
Written by Isaiah Swanson on February 28th, 2022