Sample interview questions: Can you provide an example of a time when you resolved a conflict within your team?
Sample answer:
In a previous role as Food and Beverage Manager at a renowned hotel, I encountered a conflict between two of my team members, John and Mary. John, a seasoned waiter with years of experience, felt undervalued and disrespected by Mary, a relatively new server. The tension between them was palpable and negatively impacting team morale and service quality.
To address this issue, I adopted a proactive and empathetic approach.
- Active Listening:
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I scheduled individual meetings with John and Mary to understand their perspectives and concerns. I actively listened to their grievances without interrupting or judging.
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Root Cause Analysis:
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I delved deeper into the conflict’s origins. I discovered that John’s perception of being undervalued stemmed from Mary’s occasional disregard for his seniority and experience. Mary, on the other hand, felt she was being criticized unfairly and that John was not supportive of her growth.
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Mediation and Facilitation:
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I organized a facilitated meeting between John and Mary, where I acted as a neutral mediator. I encouraged them to express their feelings and concerns openly and respectfully. I guided the conversation, ensuring both parties had an equal opportunity to share their perspectives.
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Empathy and Understanding:
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I emphasized the importance of empathy and understanding in fostering a collaborative team environment. I encouraged John and Mary to put themselves in each other’s shoes and see the situation from a different perspective.
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Source: https://hireabo.com/job/11_0_4/Food%20and%20Beverage%20Manager