Dealing with conflict

Q. Tell me about a time where you dealt effectively with a conflict.

Q. How do you handle difficult people?

Q. Have you had to work with someone whose working style clashed with your own? If so, how did you deal with this?

A whole host of conflicts can arise throughout your career, for example: conflicts with clients, perhaps where they take issue with the quality of work delivered or the bill; conflicts with colleagues, who may be tired and stressed, or have different opinions about how to move forward; and conflicts with people from other firms, for example during negotiations. And such conflicts can escalate unnecessarily if not dealt with appropriately. For this reason, firms may test your ability to resolve conflicts. Note that questions relating to teamwork might also cover your ability to deal with conflicts in group scenarios.

How can you demonstrate your ability to deal with conflict? 

Think about times where you’ve disagreed with others, had to de-escalate a situation, tried to reach a compromise with others (or helped others to reach a compromise), or tried to resolve a dispute. Perhaps, for example, you were part of a university executive committee that was divided over a particular issue, or you worked on a group project and there was a disagreement between group members. 

Note that it probably wouldn’t come across particularly well if you use an example where the other person was totally and objectively in the wrong, as stating this might make you seem stubborn and inflexible. Conflict resolution is all the more impressive where the various parties each had at least a few reasonable requirements or motivations that had to be taken into account when trying to find common ground.

When discussing your ability to deal with conflict, highlight the strategies you used when doing so. For example, did you start by asking open questions so that you could try to understand where each person was coming from? Did you then demonstrate empathy, by explaining that you understand others’ opinions, and take the time to calmly explain your own position? Did you then take active steps to work collaboratively with others to resolve the issue or reach a compromise? And were you self-reflecting throughout, to try to determine whether there was anything you had done to unnecessarily cause the conflict (and if so, were you willing to concede or apologise, and did you learn your lesson?). 

For more information, see our example answer to a scenario-based case study involving teamwork and conflict resolution.