#5 of 5 Tough Interview Questions – “How have you resolved an interpersonal conflict in the workplace?”
A five-part series of really tough interview questions… and how to respond!!
Last week’s essay covered question #4 “What salary are you looking for?”.
You need to know and understand that interviewing for a new job is a “single-elimination” process! Get it right and you usually move on to the next step in the job-seeking process with that organization. If you don’t do well…it’s then time to start over elsewhere.
The job-seeking process requires the need to prepare for interviewing – you really do need to be ready to answer all the questions that will come your way…. especially the tough ones… the ones where a bad answer will end your opportunities with that potential employer.
Let’s look at the fifth and final of the five toughest interview questions:
“How have you resolved an interpersonal conflict in the workplace?”
Why is this a tough question? Because you need to first tell the story as to why you had such a conflict….and then tell the story of how your arrived at a winning solution.
As you prepare your answer, keep in mind the objectives of the interviewer; it is to learn from your answers:
- How well do you get along with people such as co-workers, a difficult customer or vendor, your boss?
- How well do you handle stress?
- Are you able to put yourself in someone else’s shoes and see things from their perspective?
The conflict may have come about because a co-worker wasn’t doing their fair share …and it reflected poorly on you and the department.
The conflict may have come about when you were hired and one of your reports felt they should have promoted to your job.
It may have been because of conflicting priorities between you and a co-worker.
However it came about there are some important rules to follow when answering this kind of question.
- Describe – briefly – the situation: “We were developing a new website for one of our divisions and I was in charge of the project. I assigned different graphic and writing pieces to others along with deadlines when I needed first drafts.”
- Describe what the conflict was: “The person responsible to get the graphic layout options ready to present missed the deadline by a full day. Furthermore when I asked about it, this person came unglued – almost yelling at me in the open office layout we have that I had no idea how hard the task was and how busy he was with other responsibilities.
- Discuss what you did: “I said hold on Barry… let’s not let this become a fistfight.” I said this with a big smile to disarm his temper. I then said “Let’s go offline on this so we let others get back to work.” We went to a more private location – one of our conference rooms. I then said, “Barry – why didn’t you come to me and let me know you were up against a wall of conflicting priorities? A day or two isn’t a deal breaker, especially when I know about it ahead of time. When do you think you will have it ready for review?” He responded , “Sorry I got a little reactive there – I can have it by tomorrow afternoon.” I said, “Great – and in the future be sure to let me know in advance if you are running out of time so I can either adjust or change the priority of things”.
Then comment to the interviewer, “I understand that conflict is part of life and the workplace. The key thing is don’t let it become personal and don’t let it get out of hand.”
If the follow-up question is “How do you handle stress?” a good response might be:
“I try to think ahead and plan ahead so that there are no surprises… it is often the surprises that lead to stress. Surprises are for birthdays not the workplace! But still stress can sometimes occur. I take a deep breath… maybe standup for a minute… and then put the situation into perspective:
- How serious is the issue; does it require an immediate resolution or not.
- What was the triggering action or event that brought it on?…and how do I turn it off?”
If you are a supervisor and two or more of your reports are in conflict and you need to resolve it, then a different course of action is called for…and you may use an example of this type of conflict resolution to answer the question.
Let’s go back to the three step process:
- Describe – briefly – the situation: “One of my departments consists of a sales team and also people internally that ship out product based on what the sales team generates.”
- Describe what the conflict was: “Two of my reports were having an ongoing feud. One was in sales and the other fulfillment. The sales person – Susan – wanted to know why the orders they got weren’t taken care of quicker; they had a complaint of sorts from a customer. Meanwhile the fulfillment person – Bill – was also handling a big influx or orders from another department. It was getting nasty.”
- Discuss what you did: I called them together in a neutral location – one of our conference rooms. I said, “Susan – Bill – you are both very valuable to achieving our mission and we need to find a resolution to your differences. Susan – please tell me what you think Bill is upset about and what his concerns are. Put yourself in Bill’s shoes. Bill – we will both just listen – no comments.” After Susan was done I said, “Bill – your turn. Tell me what you think Susan’s concerns are and why she is upset. Susan – same rules – we just listen.” This almost always defuses the situation and each party begins to understand the other’s issues.
We took it from there and developed a course of communications that enables Susan to ask about an order without being critical of Bill and letting him know of high priority orders….and Bill letting Susan know in advance that a shipment might be delayed a day or two.
In summary, as you prepare to interview and prepare your responses to questions think through from your experience what conflict you can talk about in a manner that illustrates your skills in this area.
OK… you now know how to answer “How have you resolved an interpersonal conflict in the workplace?”
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