How to Answer: Tell me about a time when you had to resolve a conflict between two employees. How did you generate a resolution?
12. Tell me about a time when you had to resolve a conflict between two employees. How did you generate a resolution?
The Goal
The interviewer wants to understand how you handle conflict in the workplace. The goal of your response is to show that you are thoughtful in challenging conditions and can be the voice of reason when needed.
Written by Rachelle Enns on March 16th, 2022
What to Avoid
Avoid answering in a way that makes it seem you avoid conflict. For instance, saying, 'I would let my co-workers battle it out themselves,' could be interpreted as avoidance. Instead, show the interviewer that you understand the importance of helping to resolve a dispute that might hurt the workplace environment or impact team performance.
Written by Rachelle Enns on March 16th, 2022
Pro Tip
'Tell me about a time when...' means that the interviewer is looking for a story-based example for this scenario-based interview question. You can form an effective response using the STAR method. STAR is an acronym for Situation, Task, Action, Result.
- Situation: Set the stage with the background information the interviewer needs to make sense of your story.
- Task: Continuing to set the stage, give the interviewer an idea of your role and responsibilities in this story.
- Action: Next, offer a detailed description of the steps you took to resolve the situation you described.
- Result: Last, talk about the specific outcomes that resulted from your actions.
Written by Rachelle Enns on March 16th, 2022
How to Answer
Use this question as an opportunity to showcase your conflict-resolution system through storytelling. Describe the steps you took to help resolve this conflict and explain why you believe your approach was so impactful. If you have a specific conflict-resolution framework that you lean on, be sure to outline the process for the interviewer.
Written by Rachelle Enns on March 16th, 2022
Retail Example
"(Situation) When I first joined Company XYZ as the retail sales manager, the most frequent disagreement I witnessed between employees occurred over commission disputes on shared customers. (Task) Despite being a new addition to the leadership team, I decided to take on the challenge of re-framing how the company approached commission splits. (Action) I generated a way for our CRM system to auto-split commissions in these instances. Rather than continue to resolve the issues on a case-by-case basis, I also created a department policy in which it's apparent who gets the commission and when, based on the customer's behavior, number of interactions, and time passed. (Result) As a result, the company saw an 87% reduction in commission-related grievances over 12 months. I am proud to have introduced this solution and look forward to making a similar impact on the workplace culture here at Company ABC."
Written by Rachelle Enns on March 16th, 2022
Sales Example
"(Situation) A few months ago, two of our sales reps were continually bickering with each other. The bickering started in jest but quickly escalated, making it very unpleasant to work with them. (Task) Although I was also a sales rep, and neither of them reported to me, I decided to approach them individually and get to the root of their disagreements. (Action) I intently listened to each person's perspective. Then, I suggested that the three of us sit down together. I acted as a mediator and got them both talking about what was bothering them. (Result) In the end, we were able to uncover the core of the disconnect, and I helped coach them into a meaningful conversation. This experience taught me about conflict resolution, which boosted my confidence to apply for the assistant manager promotion shortly after. Since then, I have taken a weekend workshop on interpersonal conflict management. I look forward to bringing my leadership abilities to Company ABC in this sales manager role."
Written by Rachelle Enns on March 16th, 2022
Teacher Example
"(Situation & Task) As a junior high teacher, I am often resolving conflict between students. A spark recently ignited between three students who were trying to complete a small group project together. (Action) In this instance, I used the SOAR framework. Stop, Observe, Assess, and React. This approach allowed me to intervene while acknowledging each student's emotions. (Result) We resolved the conflict quickly, and I minimized the classroom distraction. In any setting, if I sense tension or witness a disagreement, I will confidently step in as the intermediary and encourage respectful conversation."
Written by Rachelle Enns on March 16th, 2022
Admin Example
"Although I am new to my career and have not yet faced this kind of situation, I believe it's essential to address issues between colleagues before the situation escalates. In this instance, I would make sure each person heard the others' perspective, so both people felt acknowledged. I would also make sure there was a solution for moving forward. I the conflict was significant, I would ask HR to lead the conversation according to company policy. Those are some of the first steps I would take if I had to mediate a conflict."
Written by Rachelle Enns on March 16th, 2022
Manager Example
"(Situation & Task) There are often small conflicts between my production staff on matters of safety, quality assurance, and procedural issues. If left unattended, things will quickly escalate since we work in a high-stress environment. So, I need to address conflicts, big or small, right away. (Action) Last week I called a meeting between two employees when I saw them bickering on the production floor. The two did not leave my office until they agreed on a solution and shook on it. (Result) This approach works well for minor conflicts that I can fix on the spot. I have yet to lose an employee over an unsettled argument and look forward to experience this same employee tenure as the Production Manager for Company ABC."
Written by Rachelle Enns on March 16th, 2022
Marketing Example
"(Situation & Task) I recently witnessed two project managers, who were collaborating with a large client, arguing quite heavily about what direction to take a particular ad campaign. I understand creative types can be very passionate about our approach to projects; however, these passions should not disrupt productivity. (Action) I suggested they have an anonymous team vote, and the idea with the most votes would win. I created a quick virtual poll and sent it to our entire staff of 400. (Result) It was a landslide for one idea, and the argument was settled. As a marketing professional, I enjoy bringing creative solutions to conflict and believe that this approach will be a great fit with the team culture at Company ABC."
Written by Rachelle Enns on March 16th, 2022
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
I knew I had to act so I brought the angry co-worker to the side and calmly explained management is well aware of the policy in place but chose to allow her to return to work and if anyone in the office including himself needed to take extended leave due to the death in a family we would be happy about the leniency in policy. It did diffuse the situation and everyone was able to return to work."
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