Describe a time you faced a conflict at work. Describe how you addressed it and the outcome of your actions.
This question aims to determine how emotionally intelligent you are and how strong your interpersonal skills are. How you answer this question will inform them of whether you contributed to the conflict situation or helped de-escalate it. Your answer also stands to reveal what you consider a conflict to look like.
Often when a person recalls a conflict situation, the emotions of that moment rise to the surface. So try to practice being in the emotional state you want to convey when delivering your answer. If the example you've thought of doesn't allow you to remove yourself emotionally and observe it situationally, think of another. You want your answer to resonate with authentic sincerity. Objectify the situation, exhibiting an emotionally mature perspective and how you navigated this terrain, ultimately leading to a successful resolution. Nonverbal cues for empathy are slightly tilting your head, nodding slowly, keeping your palms open, maintaining eye contact, smiling softly, and slightly raising your eyebrows. Posture yourself in a relaxed and comfortable position. Focus on the positives and how the overall outcome benefitted the team.
The assessment vendor's algorithm will assess you for defensive behavior as you recount your experience with a conflict at work. Therefore, you'll want to make every effort to come across as emotionally mature and not regress into the emotion of that conflict when reflecting upon it. So avoid any behavior or body language that could be interpreted as defensive, insecure, closed-off, unapproachable, hostile, or disinterested. Avoid trying to come across as strong. Confident and relaxed is the tone you want to consistently aim for.
"A coworker accused me of stealing their lunch from the communal fridge. They were upset and agitated, so I listened empathetically. After a long rant, they paused, and I asked if they were done. I apologized for their distress and validated their feelings. Their anger deescalated. I explained they were mistaken, and that I didn't steal their lunch. They said another employee had told them I did it, and I explained that they often confused my name with another employee. They felt embarrassed and apologized for accusing me. I advised them to take some time to calm down and control their emotions before addressing the issue with the correct person."
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