How Do You Resolve Conflict?
To help you ace your next interview, we’ve gathered 10 expert tips on answering the question, “How do you resolve conflict?” From fostering an effective challenge and mediation to demonstrating emotional intelligence, these insights come from professionals, such as career experts, CEOs, and life coaches.
- Foster an Effective Challenge and Mediation
- Understand the Other’s Perspective
- Focus On Active Listening
- Create a Safe Space for Dialogue
- Be Honest and Create a Positive Spin
- Use the STAR Method
- Embrace Collaborative Problem-Solving
- Listen and Work Together
- Apply Mindfulness and Empathy
- Demonstrate Emotional Intelligence
Foster an Effective Challenge and Mediation
Conflict can be both positive and negative; the ideal is to create an environment where there is an effective challenge, creating innovation and diversity of opinions and viewpoints.
Where a conflict has become destructive, a resolution is achieved by empowering people to find a solution themselves by enabling them to understand the reasons people are taking different perspectives and the impact of the conflict on each other.
It takes time and effort. It may involve skills development, in particular for managers and leaders, so they can intervene appropriately rather than avoid conflict.
In other cases, a skilled mediator can help to structure and manage a confidential, constructive conversation by creating a safe environment for an open and honest conversation. Amazing things happen when people really communicate, listen, and feel heard and understood. It is a privilege to witness the magic and the lightbulb moments when they happen.
Alison Love, Managing Director, Resolution at Work Ltd
Understand the Other’s Perspective
When things go wrong, we have the option of working through the problem peacefully or creating conflict and drama, both of which make problem-solving more time-consuming and challenging. Conflict-free issue-solving is more efficient and is the norm in a professional setting.
Most conflicts can be resolved when one party approaches the other and politely asks questions to better understand the other’s point of view or the motivations behind their behavior.
This frequently leads to fresh perspectives and deeper comprehension. Confirm your commitment to taking steps to resolve the issue or foster a more positive relationship before ending the conversation.
Aleksandar Ginovski, Career Expert, Resume Expert, and Product Manager, Enhancv
Focus On Active Listening
For resolving conflicts, I believe in two simple but fundamental approaches: active listening and conflict prevention. So if an interviewer asks you “How do you resolve conflict?”, these are two great concepts to focus on.
Conflicts in the workplace can’t always be prevented. Building strong relationships and creating a supportive atmosphere where people feel heard, respected, and valued allows for conflicts to be resolved more effectively.
When conflicts pop up, I always take a step back and attempt to listen to everyone involved to better understand their perspectives and eliminate the risks of guessing and misinterpreting the situation.
Whether it’s a smaller issue like a simple case of miscommunication or a more complex, behavioral issue, I’ve found it helps everyone to show professionalism and understanding.
Eva Chan, Certified Professional Resume Writer (CPRW) and Senior Content Specialist, CV Genius
Create a Safe Space for Dialogue
In my experience as a Sales Manager, conflict resolution is a crucial part of the job. Taking inspiration from Crucial Conversations by Kerry Patterson, I approach conflict with an open mind and heart.
The key is to create a safe space where all parties feel heard. I start by inviting dialogue, expressing that every perspective is valued. Remember that time when two of our top salespeople were at odds? I encouraged them to express their thoughts openly, ensuring mutual respect.
The next step is to establish a mutual purpose and set the ground rules for our conversation. We then explore each other’s stories, encouraging empathy and understanding, just like the book suggests.
Finally, we arrive at a shared action plan that respects each viewpoint. The result? A stronger team dynamic and respect among peers, with a dash of personal growth on the side. The book wasn’t kidding when it said these conversations can be “crucial!”
John White, MBA in Sales, Manager, and Golf Instructor, John Carlton White
Be Honest and Create a Positive Spin
As a recruiter, this is a question I bring up often in interview preparations. While it’s crucial that applicants have an answer ready to go, there is no perfect way to respond. The important thing is to be honest about your personality.
Don’t say you love to deal with issues directly if you’re actually conflict-averse. Lying will wind up hurting you in the end. Instead, put a good spin on even the most avoidant behaviors by highlighting your ability to mediate and move on from stress. Remind the interviewer that most work issues fizzle out through a natural process of give and take.
And if you are the type to tackle conflict head-on, be sure to focus on your ability to nip issues in the bud, so no one is confused about who is starting strife.
Rob Reeves, CEO and President, Redfish Technology
Use the STAR Method
When faced with the question, “How do you resolve conflict?”, the STAR method serves as an effective framework. STAR stands for Situation, Task, Action, and Results. Let’s illustrate this using a concrete example.
First, define the Situation and Task; for instance, managing high client expectations in your previous role as a customer success leader.
The Action step could involve comprehensively reviewing the work done, brainstorming additional solutions beyond the standard process, and getting approval from your superiors.
Then, arrange a conversation with the client, demonstrating empathy towards their frustration, proposing your action plan, and setting realistic expectations for what can be achieved. This forms the crux of the action phase.
Finally, present the Results—positive customer feedback and increased customer retention, for example.
Rafael Sarim Özdemir, Founder and CEO, Zendog Labs
Embrace Collaborative Problem-Solving
I consider conflicts as opportunities for collaborative problem-solving. They allow for different viewpoints to surface, leading to innovative solutions we might not have considered otherwise. The trick is to manage these conflicts effectively and constructively.
First, it’s all about understanding. I strive to fully comprehend the root cause of the conflict—what’s really at the heart of the issue? This involves listening actively to all parties involved and fostering open communication.
Next, we sit down together and brainstorm solutions. Everyone’s ideas are valued and considered. The goal isn’t for one party to “win” but to reach a solution that’s in the best interest of the team or the project.
Juliet Dreamhunter, Founder, Juliety
Listen and Work Together
I try to listen first. Understanding different views is very important. Also, I try to keep calm. It’s easier to find solutions when everyone is calm.
Next, I would say that it’s important to talk. Sometimes, just talking about the problem can help. After talking, I work together with others to find a solution that everyone can agree on. It’s not always easy, but it’s always worth it.
Martin Potocki, CEO, Jobera
Apply Mindfulness and Empathy
As a psychology consultant, I often teach about the power of mindfulness in conflict resolution. I have observed that by staying present and engaging with emotions without judgment, parties in conflict can find common ground more efficiently. This immediate focus brings understanding and quickly de-escalates tensions.
Active listening and empathy play a vital role in acknowledging others’ viewpoints, encouraging open dialogue, and establishing a space for meaningful conversations. This promotes mutual respect and paves the way for resolution, benefiting both personal and professional relationships.
Bayu Prihandito, Psychology Expert, Life Coach, and Founder, Life Architekture
Demonstrate Emotional Intelligence
Answering this interview question is an excellent opportunity to show a recruiter your emotional intelligence.
Provide specific real-life examples of your experiences to illustrate how you recognize and manage emotions—yours and those of others involved—during conflicts. Describe situations in which your willingness to understand others and active listening helped achieve a compromise good for everyone.
Emphasize that you remain calm and empathetic to build trust and relieve stress in such uneasy circumstances. Prove that you can take pride in your communication skills and ability to express yourself assertively and respectfully at once.
It’s also a good idea to mention that, in the first place, you proactively prevent conflicts from arising as you are eager to contribute to a positive work environment.
Agata Szczepanek, Community Manager, MyPerfectResume
