Addressing and resolving disagreements, conflicts or disputes that arise between individuals or groups is important in a workplace. Conflicts can occur due to differences in opinions, goals, communication styles, or work approaches. Effective conflict resolution skills are crucial for maintaining a positive and productive work environment. The interviewer would try to figure out how comfortable you are with resolving conflicts, how you dealt with them in the past and things you may have learnt.

Here’s more information about conflict resolution:

• Identify and acknowledge the conflict: The first step in conflict resolution is recognising that a conflict exists. Acknowledge the issue openly and honestly. It’s essential to address conflicts early on before they escalate and negatively impact work relationships or team dynamics.
• Understand the perspectives: Take the time to understand the viewpoints and concerns of all parties involved in the conflict. Encourage open and honest communication, active listening, and empathy. Each person may have different needs, values, or interpretations of the situation. Understanding these perspectives helps in finding a resolution.
• Seek common ground: Look for commonalities or shared goals among the parties involved. Find areas of agreement or mutual interests that can serve as a foundation for resolving the conflict. Identifying common ground helps foster collaboration and a focus on finding win-win solutions.
• Communicate assertively: Effective communication is crucial during conflict resolution. Clearly express your thoughts, feelings, and concerns assertively and respectfully. Use “I” statements to avoid sounding accusatory and focus on the specific behaviours or issues at hand. Encourage others to do the same, ensuring that everyone has an opportunity to share their perspective.
• Generate possible solutions: Brainstorm potential solutions or alternatives together. Encourage creativity and collaboration to find options that address the underlying issues and meet the needs of all parties involved. It’s important to consider a range of solutions rather than settling on the first one proposed.
• Evaluate and select the best solution: Evaluate each potential solution based on its feasibility, effectiveness, and alignment with the interests of all parties. Select a solution that is mutually acceptable and realistic. In some cases, a compromise may be necessary, where each party gives up something to reach an agreement.
• Implement the solution: Once a resolution is agreed upon, develop an action plan to implement it. Clarify roles, responsibilities, and timelines to ensure accountability. Communicate the agreed-upon solution to all relevant parties and monitor progress throughout the implementation process.
• Follow up and evaluate: After the resolution is implemented, follow up to ensure that the conflict has been effectively resolved. Monitor the situation, gather feedback, and assess whether the chosen solution is working as intended. If needed, make adjustments or revisit the resolution process to address any remaining issues.
• Learn from the conflict: Conflict can provide opportunities for growth and learning. Reflect on the conflict resolution process to identify lessons learnt and strategies for preventing similar conflicts in the future. Encourage open communication and a culture of continuous improvement within the team or organisation.

Effective conflict resolution requires active listening, empathy, effective communication, collaboration, and a focus on finding mutually beneficial solutions. By addressing conflicts early and constructively, you can foster a positive work environment, enhance relationships, and promote productivity and teamwork.

Successful candidates showcase that they encourage open communication during conflicts, drawing a variety of perspectives to find optimal solution to difficult scenarios. They skilfully find a common ground and build on it, managing their emotions, showing empathy at the same time. They treat conflict as opportunity to grow and improve, and make informed decision based on data after doing trade-off analysis. They also demonstrate ability to work with different personalities and can adapt their approach in challenging situations to resolve issues.