How do you deal with conflict?
"It depends on the conflict. If it is a dangerous or volatile situation, I'll exercise caution and safety first. If it is just a disagreement among coworkers or something along those lines, I diffuse the conflict as soon as it starts. Too often, if someone is disgruntled about something, they feel the need to vent, be heard, and be validated. So I typically allow them to do that. If I feel they might still be on the offensive or even remotely defensive, I'll ask them if it is all right if we take a twenty-minute break for me to take everything they said into consideration before responding. This reinforces the idea that they are heard. Then I will come back promptly after the break and again mirror their points, address the situation appropriately, taking blame out of the equation and move on from there. Whatever is happening is happening to them, not me, so it's important to keep a level head and not internalize their emotional output as my own."
"The person who shared my cubicle was grousing about a recent policy change, casting shade on the policy. I didn't agree with their perspective and didn't feel their negative outlook was doing them any good. Instead of bringing it up to my coworker, I stopped my supervisor the next time they happened by. Without naming any names, I told them the policy wasn't being perceived well by some. I asked why they implemented the policy change. This allowed our supervisor to correct the misconception, framing it in the positive light it deserved. Change can be hard, but not all change is bad. After the supervisor finished and left, my coworker thanked me for clearing it up."
This question is designed to determine what you consider a conflict and how you confront it. The interviewer wants to get a glimpse of your mediation and negotiation skills. The interviewer needs to know if you respond defensively to situational conflict or are adept/effective at diplomacy and working swiftly towards a communal end goal, which will attest to your soft skills.
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