How do you handle conflict in the workplace?

How to Answer
1st Answer Example
2nd Answer Example

Unfortunately, conflict is common in many workplace settings. Your interviewer wants to ensure that you be professional when faced with a disagreement and work to find a solution.

This question is best answered with an example. Tell the interviewer about a time you dealt with conflict and describe how you navigated the situation. Some strategies you might use to overcome conflict include active listening, open communication, focusing on the event rather than feelings, and working together to find a solution.

"At my last company, one of my coworkers insisted that I had stolen a commission from them. I didn't know what they were talking about, but instead of arguing with them, I asked them to tell me what happened from their perspective. They told me they had been working with a client who had picked out a four-piece couch set. They couldn't pay immediately and chose not to put the items on layaway, promising to be back soon. I was unaware of this conversation, and when they returned, I was the available sales associate. The client asked me about the couch set and ended up buying it from me. While my coworker explained what had happened, I remained calm and professional. Then, I suggested we go to our manager together and explain what happened. When we did, my manager suggested that we split the commission. My coworker wasn't thrilled with the solution, but they agreed it was the best option. I suggested that we use business cards to avoid this problem in the future. My company printed business cards for all of the sales associates, and we haven't had a problem like this since!"

"I try to handle conflicts with professionalism and a calm demeanor. A few weeks ago, a customer insisted that a manager had promised her a 50% discount on her purchase if she came in the next day. Now, she was here for her discount. The item in question was on sale for 20%, and I was fairly certain that my manager would not have promised such a high discount. The customer got very angry, but I stayed calm and called my manager. My manager couldn't come to the front desk but told me they did not approve such a high discount; it must have been a misunderstanding. After hanging up, I explained the misunderstanding to the customer. Of course, they were still not happy. I decided to use my employee discount. The additional discount wasn't quite the same as the 50% the customer wanted, but she was willing to work with the compromise and was glad to get her item. I was happy to be able to and glad I could make her experience better."

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How to Answer: How do you handle conflict in the workplace?

Advice and answer examples written specifically for a Pottery Barn job interview.

18. How do you handle conflict in the workplace?

How to Answer

Unfortunately, conflict is common in many workplace settings. Your interviewer wants to ensure that you be professional when faced with a disagreement and work to find a solution.

This question is best answered with an example. Tell the interviewer about a time you dealt with conflict and describe how you navigated the situation. Some strategies you might use to overcome conflict include active listening, open communication, focusing on the event rather than feelings, and working together to find a solution.

Written by Jordan Henry on March 9th, 2023

1st Answer Example

"At my last company, one of my coworkers insisted that I had stolen a commission from them. I didn't know what they were talking about, but instead of arguing with them, I asked them to tell me what happened from their perspective. They told me they had been working with a client who had picked out a four-piece couch set. They couldn't pay immediately and chose not to put the items on layaway, promising to be back soon. I was unaware of this conversation, and when they returned, I was the available sales associate. The client asked me about the couch set and ended up buying it from me. While my coworker explained what had happened, I remained calm and professional. Then, I suggested we go to our manager together and explain what happened. When we did, my manager suggested that we split the commission. My coworker wasn't thrilled with the solution, but they agreed it was the best option. I suggested that we use business cards to avoid this problem in the future. My company printed business cards for all of the sales associates, and we haven't had a problem like this since!"

Written by Jordan Henry on March 9th, 2023

2nd Answer Example

"I try to handle conflicts with professionalism and a calm demeanor. A few weeks ago, a customer insisted that a manager had promised her a 50% discount on her purchase if she came in the next day. Now, she was here for her discount. The item in question was on sale for 20%, and I was fairly certain that my manager would not have promised such a high discount. The customer got very angry, but I stayed calm and called my manager. My manager couldn't come to the front desk but told me they did not approve such a high discount; it must have been a misunderstanding. After hanging up, I explained the misunderstanding to the customer. Of course, they were still not happy. I decided to use my employee discount. The additional discount wasn't quite the same as the 50% the customer wanted, but she was willing to work with the compromise and was glad to get her item. I was happy to be able to and glad I could make her experience better."

Written by Jordan Henry on March 9th, 2023

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