Describe a time you had to resolve a conflict at work.
"A recent policy change went into effect. The person who shared my cubicle complained, casting shade on the policy. I disagreed with their perspective and didn't feel their negative outlook was doing them any good. Instead of bringing it up with my coworker, I stopped my supervisor the next time they passed by. Without naming any names, I told them the policy wasn't being perceived well by some. I asked several questions about why they implemented the policy change. That 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 aims to get a glimpse of your mediation and negotiation skills. Your answer will offer insights into what you consider a conflict and how you confront it, defensively or with diplomacy, which attests to your soft skills. Are you part of the problem or the solution, working swiftly towards a communal end goal? But most importantly, you'll want to convey how you already work accordingly to JP Morgan Chase's code of conduct in these situations.
Often when a person recalls a conflict situation, the emotions of that moment rise to the surface and are re-experienced. That will cause them to narrow their eyes, fold their arms, and furrow their brow. The assessment vendor's algorithm will study you for those defensive cues while you recall your experience with a conflict at work. You'll want to come across as emotionally mature and not regress into the emotion of that conflict when reflecting upon it. Avoid any defensive behavior, posturing, movements, or gestures that could be interpreted as insecure, closed-off, unapproachable, hostile, or disinterested. You may think coming across as a strong figure could be beneficial, but true strength comes from within. Therefore, you want to come across as confident and relaxed.
Familiarize yourself with how they do business by thoroughly researching the materials they offer on their site. You'll find useful information, such as, "Deal with people issues; take action with non-performers. Act quickly on tough issues and have the courage to fight for what you believe in. Support people who are willing to speak up, encourage constructive challenge. Be fair, be just, be willing to do the right thing, not the easy thing. Encourage constructive, open debate and consider different approaches. Provide constant feedback, tell people when they are doing a good job and, more important, when they are not."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
During my last internship, we were working on our capstone project that was to be presented to the whole company at the end of our time there, so tensions were high. There was a disagreement about whether a certain idea should be placed on the PowerPoint or not with no right or wrong answer. I am the oldest sibling, so I am used to mediating fights. I was able to set up a "mock trial" which led to mutual understanding and eventually a resolution was achieved.
Marcie's Feedback
Neat! This was definitely a creative way to resolve the issue! Can you give more details about what idea was so controversial? Also, consider talking more generally about other ways you might solve a conflict (like meeting privately with the other person to talk through the disagreement; creating a mutual action plan and following up on it; staying calm and professional at all times; actively listening to the other person's perspective, and so on.) Great job!
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