How to answer conflict resolution interview questions
When you’re collaborating with people who have different skills, ideas and agendas, conflict in the workplace is inevitable. Whether dealing with a personality clash, a disagreement about how something should be done, or a situation with an unhappy customer, conflict resolution skills are essential to maintaining harmony.
Having conflict resolution skills is highly valued by employers, which is why 'dealing with conflict' interview questions are sometimes part of the hiring process.
In this article, we cover how to answer conflict interview questions, with examples of some common ones that might arise.
What are conflict resolution interview questions?
Interviewers love to ask behavioural questions – these are the ones that usually start with ‘Tell me about a time when…’ to see how you’ve used particular skills in action. Conflict resolution questions are a type of behavioural question. They give the interviewer insight into how you handle and handle disagreements in the workplace.
These types of questions are common in most interviews, but are more likely for roles where teamwork, communication, and problem-solving skills are essential, such as customer service, project management, supervisory jobs or any positions where you’ll need to collaborate with others.
Conflict resolution interview questions and answers
How can you prepare for these types of questions in an interview? A good approach is to list out what you think the most relevant questions might be for the position you're applying for, then come up with potential answers for them. To get you started, here are some conflict resolution questions and answers.
Q: How do you handle conflict?
You’ll be asked this question when the interviewer wants to get a general overview of how you react to conflict. They’re looking to gain insight into your mindset and method for dealing with disagreements. Can you handle conflicts calmly and constructively, stay professional, and work towards a resolution that benefits both parties?
To help structure ‘encountering conflict’ examples in a clear and logical way, you can use either the PEEL method (point, evidence, explain and link) or the STAR method (situation, task, action, result). Explain a specific situation where you handled a conflict, what the conflict was about, what steps you took to resolve it, and the outcome.
Here’s an example answer using the STAR method:
A colleague and I had different ideas about how we should approach a project. I suggested that we each explain our point of view to help understand each other better. After using active listening skills and considering things from the other’s viewpoint, we found a compromise that used the best parts of both our ideas. The project was a success, and we both felt our contributions were valued.
Q: Explain a situation when you disagreed with your boss and how you handled it.
Interviewers ask this question to see if you can handle disagreements with management. They want to know if you can express your views respectfully and maintain a good relationship with your boss while getting your point across. Remember, it’s important to speak well of your boss in your example.
Here’s an example answer using the PEEL method:
I once disagreed with my boss about how to handle a customer complaint. My boss wanted to offer a 10% discount coupon, but I thought we should replace the product as it was faulty. I explained my viewpoint to my boss, emphasising how a replacement would build better customer loyalty. We replaced the product, and the customer left a positive online review for us.
Q: Explain a situation when you had a conflict at work and how you handled it.
This question allows the interviewer to see how you have handled conflicts in the past and if you can resolve them effectively. They want to know if you can stay calm and find a solution when there’s a problem at work.
Here’s an example answer using the PEEL method:
A site manager and I couldn’t agree on how to approach a challenging part of a build. We both had strong ideas and neither of us wanted to back down. I realised I might have been overlooking something, so I suggested we sit down and each present why we thought our way was better. After discussing it, and realising that neither way was perfect, we ended up tackling the issue a third way that ended up being more efficient.
Q: How do you handle disagreements when working as part of a team? Provide an example.
When there are multiple people working together on a team, there can be conflict as a result of different personalities and work styles. Interviewers ask this question to see how you deal with disagreements in a group setting. They want to know if you can work well with others and resolve conflicts to keep a team (and project) moving forward cohesively.
Here’s an example answer using the STAR method:
On a project last year, a teammate was critical of everyone’s design ideas. I explained to them in private that I felt their criticism was affecting other people negatively and suggested we focus on trying to be more constructive in our feedback. After that, they were more positive and their feedback more constructive and actionable for the designers.
Q: Explain a situation when you disagreed with a rule or policy and how you handled it.
This question is asked by interviewers as they want to see how you react to rules or policies you don’t agree with. They want to know how you react if you disagree with the way something is done (or have a suggestion for improvement). Are you critical? Or do you bring it up collaboratively?
Here’s an example answer using the STAR method:
In my previous role as a retail assistant there was an old policy that we weren't allowed to take supplies from the storeroom without a manager's signature, which always caused inconvenient delays. I spoke to my team leader about it and suggested that our senior office admins should also be allowed to sign, as they were usually nearby. Getting supplies was much easier after that, and our managers were less bogged down.
Q: Have you worked with someone that has a different working style from you? What was that experience like?
You’ll be asked these questions when the interviewer wants to understand how you handle working with people with different approaches to work. Interviewers want to know if you can be adaptable and work collaboratively with a range of different people.
Here’s an example answer using the PEEL method:
Yes, a past colleague preferred to work independently, while I preferred collaboration and frequent check-ins. At first, it was challenging to find a balance that worked for both of us, but after we communicated our preferences, we found a compromise, scheduling updates at agreed-upon times. I gave my colleague more space and my colleague provided regular updates. This experience taught me the importance of flexibility and that my way of working is not the only way to get things done.
Q: Tell us about a time you had to mediate a conflict between two colleagues. What steps did you take?
Interviewers ask this question to see how you handle difficult situations or conflicts between others in the workplace. They want to know if you can remain neutral, communicate effectively, and help others resolve issues so that the team works well together.
Here’s an example answer using the STAR method:
Two of my colleagues had a disagreement over who was responsible for a mistake in a report. I acted as a mediator to get their perspectives. The first thought the other had overlooked an important detail, while the second believed the other had not communicated the task clearly. They decided the error was a result of miscommunication and agreed on using a digital tracking system for projects going forward to avoid future miscommunications.
Q: How do you deal with difficult clients/customers?
This question is asked to see how you handle challenging customer complaints and demanding clients. This question reveals if you’re able to remain calm under pressure and turn a negative into a positive.
Here’s an example answer using the STAR method:
There was a customer who wanted to return a sale item for a full refund, which is against our store’s policy. I listened to the customer's reasoning for the return, then let them know I could offer them a store credit for the full amount, as I could see they were a member of our loyalty club. The customer accepted the offer of store credit and we avoided a chargeback.
Q: Imagine a situation where a colleague takes credit for your work. How would you address this conflict?
This kind of question is asked when interviewers want to see how you approach unfair situations. They want to know if you will be assertive and proactive in addressing the issue, and if you can do so diplomatically and respectfully.
Here’s an example answer using the PEEL method:
If a colleague took credit for my work, I would first gather proof that shows my contributions, such as emails or documents. Then, I would ask my colleague to meet with me privately to discuss the issue and investigate whether it was just an oversight on their behalf. I would focus on finding a resolution that acknowledged both our contributions and maintained a positive working relationship. I would also privately raise the issue with my manager.
Q: Describe your approach to resolving conflict when emotions are running high.
When a situation is emotionally charged, it can be difficult to stay calm and handle things professionally. Interviewers want to know if you can think clearly and respond thoughtfully rather than react emotionally.
Here’s an example answer using the STAR method:
There were proposed changes to my team's KPIs from upper management, which made some people upset. As their supervisor, I called a team meeting to explain the reasons behind the changes and that I was there to support them in hitting their new targets. By approaching the issue directly and calmly, I was able to assure the team that their concerns were heard and that the change wouldn't unfairly affect their performance reviews.
Conflict is part of any workplace, but it’s how you handle it that sets you apart. Employers want to know if you can approach difficult situations while staying calm, communicating clearly, and working towards a positive outcome. Prepare for conflict interview questions by selecting some examples of times when you’ve kept your cool and found solutions to challenging situations at work.
FAQs
What is a good example of conflict resolution for an interview?
A good example of conflict resolution to use for an interview is an experience when you overcame a disagreement to reach a positive outcome. Pick a situation that highlights your communication and problem-solving skills. For instance, if you helped two colleagues by mediating their disagreement to find a solution that worked for both of them.
How do you handle conflict – example answer
When it comes to 'managing conflict' interview questions, give an example that clearly shows your conflict resolution skills. Here’s an example answer, structured using the PEEL method (point, evidence, explain and link):
I handle workplace conflict by encouraging open communication and collaboration. For example, in my previous job, two team members were arguing over how to meet the deadline for a project. They each had a different approach they thought was best. I called a meeting to allow both team members to discuss their perspectives. By listening and facilitating a constructive discussion, we were able to combine their ideas into a single plan, which fostered a sense of teamwork and mutual respect.
What are the five methods of conflict resolution?
Here are the five main conflict resolution strategies that people use:
- Avoiding: staying away from the conflict. Nothing gets resolved.
- Accommodating: giving in to the other person's wishes completely.
- Competing: standing your ground, and using dominance and power to assert your position.
- Compromising: finding a middle ground where both parties give up something. Both get some of what they want.
- Collaborating: working together to find a win-win solution. This is where both parties are assertive and co-operative and use problem solving to come to a resolution that both parties are happy with.
How to resolve conflict at work examples?
Here are some tips on how to resolve conflict at work:
- Be assertive and address the problem early
- Practise active listening skills
- Paraphrase to clarify your understanding of the issue
- Try to see things from the other person's perspective
- Try to find a mutually agreeable solution
- Follow up to ensure the issue has been fully resolved
Can you give me an example of when you have dealt with a challenging situation?
Describe a specific situation that was challenging, what you did to resolve it, and the positive outcome. For example, dealing with a difficult customer by listening to their concerns, apologising, and offering a satisfactory resolution.
How to answer ‘Tell me about a time you resolved conflict?’
When answering interview questions, conflict resolution examples from your past experiences should be given. Structure your answer using either of the below methods to ensure they are clear and logical:
PEEL method (point, evidence, explain and link): State your main idea clearly. Provide specific examples or details to support your point. Explain how your evidence supports your point. Link your point back to the job you’re applying for.
STAR method (situation, task, action, result): Describe a specific instance where you resolved a conflict, focusing on the situation, your actions, and the positive outcome.
