How you you manage difficult conversations?

This question is designed to elicit a demonstration of two important skills - communication and conflict resolution. It asks you to describe your approach to uncomfortable or challenging situations. Your potential employer wants to assess how you handle sensitive or difficult discussions and your ability to navigate through these while maintaining professionalism and respect. When answering, you should emphasize your strategies for preparation, how you deliver your communication, resolve conflicts, how you remain empathetic and fair, and how you manage the aftermath of such conversations.

In my previous role, there were inevitably occasions where I had to address performance issues with team members. One particular situation involved a staff member underperforming consistently. I planned the meeting carefully, backing up my feedback with specific data. I encouraged her to share her perspective and listened actively which helped me understand her personal difficulties that were affecting her work. I then worked with her to develop a performance plan and provided resources for personal help as well. The open and empathetic conversation helped turn the situation around and it also taught me the importance of understanding the context of a situation before acting.

I recall a project where our team missed an important milestone due to mistakes made by multiple team members. I initiated a meeting with the entire team to discuss this. I started the conversation by acknowledging the situation and its impact on the project, focusing on the problem rather than blaming individuals. I then invited everyone to give their input on what went wrong and how we could avoid such failures in future. This approach facilitated an open, honest, and productive conversation where everyone felt heard and was part of the solution. This approach helped us move forward more united and committed to the success of the project.