Why Assess Conflict Resolution in Interviews?

In a Q&A with the HR Daily Advisor, Richard Birke, chief architect of JAMS Pathways, shared his insights on assessing conflict resolution skills during interviews. Birke explained that identifying a candidate’s ability to handle workplace conflicts effectively is important for helping align with organizational needs. He noted that workplace conflicts often require tailored approaches, making it beneficial for candidates to demonstrate adaptability, intellectual curiosity, and collaboration.

Birke’s perspective highlights the value of evaluating behavioral competencies, such as problem-solving abilities and effective communication in conflict situations, during the hiring process. These traits can contribute to fostering a positive workplace culture and addressing disputes proactively.

Traits of Effective Conflict Resolution Skills

According to Birke, candidates with strong conflict resolution abilities exhibit several key traits that go beyond basic qualifications. Effective conflict resolvers are reflective, humble, and open to growth. They approach conflict with intellectual curiosity, referencing books, courses, or mentors that have shaped their techniques. These candidates often demonstrate a commitment to improving their skills over time.

Birke advised caution regarding overconfidence in candidates, explaining that “one-size-fits-all” answers may indicate a lack of flexibility. Instead, successful candidates often acknowledge that conflicts can be complex and require collaboration with others, such as teammates, subordinates, or external advisors. This collaborative mindset is a valuable indicator of effective conflict resolution skills and an important quality for roles involving team conflict management.

Top Behavioral Questions for Conflict Resolution

During the Q&A, Birke outlined several behavioral interview questions to help evaluate how candidates have handled conflicts in the past and how they might approach similar situations in the future. Examples of such questions include:

• “Describe a time you managed a workplace conflict and achieved a positive outcome.”
• “What is a conflict resolution decision you made that you would now approach differently?”
• “What conflicts are common in this industry, and how would you handle them in this role?”

Birke also recommended using hypothetical scenarios based on real-world workplace challenges, such as disputes among team members or leadership conflicts. Candidates’ responses to these scenarios can provide insight into their problem-solving skills, conflict resolution techniques, and readiness to manage workplace disputes.

Follow-Up Questions to Explore Conflict Resolution Depth

Birke emphasized the importance of follow-up questions to assess a candidate’s deeper understanding and approach to conflict resolution. Examples of these questions include:

• “What factors would you consider before deciding how to address a specific conflict?”
• “Who would you consult when handling a particularly challenging workplace conflict?”
• “When would you involve a neutral third party, such as a mediator, in resolving a dispute?”

He noted that strong candidates often ask clarifying questions during the interview, which can reflect their ability to gather information before taking action. Additionally, candidates who are comfortable with moments of silence during the conversation may demonstrate strong listening skills, an essential component of effective communication in conflict situations. These follow-ups can help interviewers determine how well candidates align with the organization’s culture and values.

Common Mistakes to Avoid During Conflict Resolution Assessment

In his Q&A with HR Daily Advisor, Birke identified several red flags interviewers should watch for when evaluating candidates’ conflict resolution skills. These include:

• Pat answers: Overly polished or generic responses that fail to reflect the complexities of workplace conflicts.
• Go-it-alone attitudes: Candidates who do not mention collaboration or involving others in resolving conflicts may lack the interpersonal skills needed for leadership roles.
• Overconfidence: Candidates who do not reflect on past mistakes or challenges may lack the adaptability required for effective conflict management.

Birke explained that candidates who discuss involving colleagues, subordinates, or external experts are often better equipped to manage conflicts within a team environment. He also suggested using moments of silence during interviews to observe how candidates handle active listening and thoughtful reflection.

For more of Rich Birke's advice on conflict resolution in executive hiring, read the full Q&A here.