How do you handle conflict between others? Do you have any training in de-escalation?
As a Youth Worker, you will often encounter highly emotional situations. In your line of work, conflict is inevitable. It's essential to the interviewer that you understand how to react appropriately. In the face of conflict, you must respond with care and professionalism.
Explain your approach to conflict, and consider giving an example from your work experience. If you have formal training in any of these topics, be sure to recap your education while putting a spotlight on any related coursework.
"While completing my diploma in Counselling, I learned very informative techniques for conflict resolution. I studied Conflict Resolution Therapy, where I learned approaches such as 'dialoguing,' the 'win-win waltz' and more in-depth exploration of core concerns. I also recently completed a front-line worker de-escalation course. In this online course, I learned how to defuse tense and serious situations."
"I have found that the key to a successful resolution is remaining calm. I practice kundalini yoga, where you meditate and harness the energy of every chakra system from the root to the crown. And, as you ascend, you learn to control and master all of your autonomic systems and align them in accordance with each other. Through these mantras I have gotten into the habit of remaining absolutely calm, at will, even being able to control my heart rate. So, in the face of conflict, I remain calm, steady my emotions, and use open communication to get to the root of the issue. In this regard, I often have a calming effect on those I am dealing with, and I proceed to do my best to guide the situation to a healthy resolution. I have dealt with conflict with clients, mediated between co-workers, and have a strong track record with diffusing the majority of such situations."
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
I think the most important thing is to be mindful of the fact that there is a context to the conflict and therefore start to approach it from a place of compassion. For me, I tend to not take things personally because I'm more interested in understanding where the person is coming from, and communicating what my intentions are.
For example, when I was doing work in the HTES to support residents, this One staff had a different approach in getting residents to cooperate with the rules of the building. His approach was to enforce and create consequences that did not resonate with me wholeheartedly.
There was a time where a resident kept on leaving her bike outside of her suite which was a hazard and therefore against the rules of the building. I spoke with the resident to understand why she was unwilling to bring the bike into her suite. The staff member was not happy with the approach and wanted me to enforce the rules rather than to try and understand her perspective; after listening to him I realized that he wanted the residents to be accountable for their actions and in his perspective, I was taking on more of a supportive role.
I communicated with him that I intended to try and understand the perspective of the residents to reflect and brainstorms potential solutions to this problem.
He let me know that it was important that in this process, I let the residents know that their actions go against the rules of the building and through this conversation we both realized that it was important to explain to the residents why leaving personal belongings outside of the suite is a hazard.
Through listening, I took what he had to say as valuable feedback and I reflected on how my approach can grow to incorporate both accountabilities with support.
Rachelle's Feedback
It sounds as though you handled this difference of opinion very well, taking into account all sides. My feedback would be to be aware of repetitive sentences. Try pairing down the response and practicing it a bit so that you have just the facts that you need, for an interview :) I have provided an example, below.
"It's important to be mindful that there is a context to all conflict. For that reason, I approach conflict from a place of compassion. When I was working in the DTES to support residents, one staff member and I had a difference of opinion when it came to consequences for residents who did not cooperate with the rules of the building. One resident, in particular, would always leave her bike outside of her suite. I wanted to reason with her and understand why she kept doing that, but my coworker wanted to hand down consequences right away. He and I came to an understanding, and I learned that his approach of firmly enforcing the rules was better for the safety of everyone living in the building."
Anonymous Answer
I remain calm and collected, and ideally, I try to sense when tension is rising between individuals and remove one party from the situation if necessary. If a conflict does arise, I try to encourage young people to remove themselves from the situation and take time out to reflect. I received training in Team Teach in a previous job, and I would be keen to develop my de-escalation skills further.
Rachelle's Feedback
Nicely said! You sound very confident, and it's wonderful that you mention training while also expressing a desire to expand your de-escalation skills.
Anonymous Answer
Sometimes, I would encounter situations in my retail experience where customers would become distressed or angry for different reasons. I would remain calm and be respectful and remind them that I am trying my best to solve the problem for them. In Covid times, customers would become upset at controversial changes, such as Covid sign-ins. I would remind the customers that this is from the Government and not from ____, and that if they do not wish to sign in that is also fine, but there may be a fine from the police. Most importantly, I would remain respectful and calm, and ensure not to escalate further.
Stephanie's Feedback
Great example! It's evident that you've had experience with a lot of different folks, which well prepares you for this role.
Anonymous Answer
I would use my PACE training as well as my STAIR training to help de-escalate situations between others. I would always resort to the simplest action first, before trying more resourceful techniques. I also believe in the importance of debriefs between two people who have had a misunderstanding or conflict between them, to help find a mental understanding of the conflict and an opportunity to put this situation behind them so they can help build a more positive relationship in the future.
Marcie's Feedback
Great! The interviewer will undoubtedly be happy to hear that you are trained in PACE and STAIR and that both of these help you deescalate situations. Is there an example you can talk about of a time when you successfully deescalated a conflict? Including one will make your answer more personal and therefore memorable to the interviewer.
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