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Have you ever had to handle conflict? How did you resolve it?
Be sure to use an example of a time when you managed a conflict in a positive way. Keep your answer work related and be sure to talk about any kudos you were given for your ability to mange the conflict in a positive way.
Answer examples
"I am generally very good at managing conflict. One example that I can give you is quite recent. Last month I had a client who had been over-billed in error. They were quite upset with the oversight as they are a long term client. I ensured them that our billing department would review all of their previous invoices to ensure this was a one time incident. It turned out very well and they appreciated my transparency and willingness to solve the problem immediately."

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User-Submitted Answers

Have you ever had to handle conflict? How did you resolve it?
Throughout my college career I had to handle many instances of conflict. Most recently in my internship I had to represent management to the front line employees. During this stint one of the departments I was running had an extended shut down. This was due to a mis communication between processing and maintenance and required me to resolve the conflict by finding who was responsible and communicating the priority of the situation. Through this the department was back up with in the hour.
Most of the conflicts I have encounter is due to poor communication. Opening the lines or communications, and initiation the communications, have helped resolved these types of issues.
Yes, customer was being charged for a product which was no longer live. Enquired about the product status & stopped the billing & looked into reactivation of the product while waving off the reactivation fee.
When working with teams, it's very important to be able to identify when conflict is arising. THe previous time I had an issues wiht a co workoer it was caused by lack of communicagtion, this person was a bit overwhelmed and did not know how to appropitale deal iwht that. I was able to to talk to this person and try to really understand what I can do to help.
Yes, by listening to both parties and trying to get them to mutual understanding.
Yes, I had them both sit down and talk to me one on one. I find out the reason the conflict happened and try to resolve it fairly.
No, but it can be resolved by a structured meeting and negotiation.
I do sometimes have to involve myself in the conflicts at the warehouse, however talking & at times taking actions help us resolve the issues.
Dominant personality answer...
Yes many times. I try to understand the issues and get into the details come out with the solution beneficial for both the parties or if any one party at fault try to explain how can we rectify the same.
Getting to the root cause appreciate the +ve points of both teams then find a common agreed solution.
Yes. Allow involved parties to talk and air their frustrations, show empathy, don't react to customer's angry remarks. Agree and solve the conflict by being neutral.
I will stay neutral as much as possible to avoid been biased. Listen to all parties and try to clearly understand and appreciate their concerns.
Yes and work on the same project.
Listening to both parties individually and concluding on a common interest that will benefit them.
Yes, Conflict resolution requires understanding of both sides of the conflict. At times it is not possible to ensure all the stakeholders are satisfied, but in order to resolve it, I managed to convince all the stakeholders the best case scenario which provides a solution to all or atleast majority of each parties concern. This makes sure none of the stakeholders walk away from the conversation disappointed.
Yes. Conflict with customers. Empathize. Take responsibility where there is some. Double down on customer service. Diplomatically point out the issue.
Often. Firstly I always keep calm and I am respectful, I don't loose control in front of my colleagues or clients. I try to listen and understand the position of the parts involved than I try to find a solution that would satisfy both parts.
Yes, During root cause analysis I noticed an outage trend. After explaining to the stake holders why this outage happened they were more at ease.
Divide among engineers (and friends). Brought them together after cooling off and wrote their opinions on the white boards. Found some similarities and then compromised.