Interview Answer: “Explain a Case Where You Solved a Conflict at the Workplace?”

Interview Answer: “Explain a Case Where You Solved a Conflict at the Workplace?”

By Mark Namaswa

Mercy Njogu recently attended an interview for an Accounts Assistant at an audit firm in Nairobi. Instead questions dwelling on ledgers and balancing accounts for which she was more than prepared, an unlikely question was shot at her from the panel: Explain a case here you solved a conflict at the workplace.

“I fumbled with an explanation and by the time I managed to state a sensible example, I had wasted a lot of time. They really caught me off-guard. Next time I hope to be better prepared,” she says. “What I’m wondering is; the position did not entail any leadership role so what were they after? How should I respond to the question next time?”

Why would the interviewer ask a candidate to cite a case where they solved a conflict at work?

Here are some possible reasons:

In Search of Leadership Skills:
“The most likely reason for asking this question is that the interviewers are searching for leadership skills in a candidate,” says Flora Otieno, HR Kenatco Taxis. “And in that case, the most likely situation is where they expect you to take up a leadership position and are gauging how suitable a leader you can prove if assigned a specific role in the organization,” she says.

Does it matter if the position you are going for is an entry-level therefore not one in direct responsibility of a team? “If it is an entry-level position, then it might be a strong indicator that they have seen some qualities in you are trying to probe further and see whether this particular skill or quality really exists and can be harnessed,” says Ms. Otieno.

While Looking for Problem-Solving and Risk-Taking Skills:

Njoki Ndegwa, a career coach, says this question is not only for leadership skill-search but also seeks to asses a candidate’s problem-solving skills and risk-taking. “Getting in the middle of a conflict at the workplace to attempt to solve it is a risk; interviewers respect risk-takers. At the same time, your ability to solve the conflict is a sign of leadership in you—which is indeed what they are looking for,” she says.

How to Respond to the Question:

1. Come out as a Sensitive Conflict Resolver:
“It matters a lot how you respond to the question,” Ms. Njoki continues. “Remember there are very many methods one can use to solve conflicts. No interviewer, however, appreciates it when you outline to them a method in which you put your co-workers down,” she reveals.

And as she points out, the catch lies in the example you give to the interviewers.

“Tell them of an example in which you solve a conflict while portraying yourself as someone who is sensitive and allows your co-workers to learn from their mistakes rather than suffer from them,” she advises.

“A good example is the one in which you allowed your co-workers to be part of the team that resolved their own conflicts, she says. You should do your best to come out as a team player, able to relate well with co-workers.”

2. Mention Practical Examples of Cases You Solved

Ms. Otieno points out that in this case, the candidate being able to base his explanation on a concrete situation is way better than mentioning a random case.

“Even if you cannot remember a workplace scenario, just look back at any concrete situation that comes to mind be it in college or school,” she advises. “Apart from seeing whether you can lead, they are also looking at your character as a person. It is easy to tell the character of a person through such questions and the methods they use to resolve conflicts.

As Ms. Njoki admits, the question is a fairly tough one and might very likely be a method to also measure up a candidate’s ability to respond to pressure and react to tough and challenging work scenarios.

“Try to be as prepared as possible for not only this among several challenging questions but most importantly keep your calm; approach each interview question in a calm, composed way. It is in line with good leadership qualities to appear relaxed under pressure,” she says.

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