Offering their personal number is also a really nice touch.
How to answer the Work Conflict Example Question. Job Interview Tips - YouTube
She just dismissed me and said that the parcel had already been sent back and that she tried to call the customer once but didn't leave a voice message. I explained to her in a calm way, that it was important to make sure we do ensure that we keep our customers updated regarding lost items and that next time she should leave a voice message and send an email as well. My colleague responded defensively by telling me that I wasn't the team leader so I had no business telling her what to do and left the room. Whilst I knew that my team member was acting completely unprofessionally, I knew that the most important thing was to follow up on the package and get back to our customer as soon as possible. Outcome: I recovered the location of the package and found that it indeed was on its way back to her. I then called the customer to let her know that she should receive the package the following day and to let me know if for some reason, it didn't. I gave her my personal office number and email address.
Once again, I completely apologised for the situation. I said I was unable to speak for the team member's actions at that point but that I would personally manage her account from there on. When my manager returned to the office the next day, I explained what happened and she took the further appropriate course of action. She said she was very proud of my decisions that day and my ability to focus on the most important thing which was the customer. About the example: This is an example of a difficult situation where the candidate explains an issue with an upset customer and a seemingly unprofessional employee. Whilst there could be an opportunity for conflict, the candidate does the right thing by focussing on the customer and resolving their issue rather than focussing on the other employees behaviour. It's always best to let the manager handle those situations. The interviewee also shows great customer service skills by assuring the customer that they will get back to them within a certain time frame.
Handling customer service complaints is a kind of balancing act, between showing empathy and understanding, maintaining professionalism, looking out for the customer, yourself, your colleagues and the interests of the company. You need to be able to think on your feet and offer the customer a helpful solution whilst staying within the limits of what you are able to offer the company within the company guidelines. Handling conflict from a colleague: You may or may not have experienced a conflictual situation with a colleague at work before. It is difficult to give a direct answer on the correct way to respond as the situation could be any and the response really depends on the situation, however the general expectation with any workplace conflict is that you always maintain your professionalism and if there is an issue that you are unable to professionally resolve or are unsure of the best way to respond, you should speak to your boss or manager about it. The last thing you want is to have a confrontation with that person at the workplace, or even outside of the workplace.
Strategies to Prevent Conflicts of Interest At Work Unfortunately, employees aren't always able to recognize or know how to deal with conflicts of interest at work. Many times, the situation seems innocent or they don't realize what's happening is against the code of conduct. To provide employees with sufficient conflict of interest policy examples and teach them what to do when a situation arises, there are several different strategies you can use: Develop Business Standards Your company should have a code of conduct or employee handbook conflict of interest policy that addresses ethical situations an employee might come across. For example, it can address how employees should respond to issues concerning bribery, data protection, confidential information, and social media. Business Ethics Training Properly defining conflict of interest in business ethics training reiterates your code of conduct in a way that helps employees retain the information. With training, you can provide scenarios to guide employees in making the right choice when a conflict of interest arises.
The customer explained to me a step by step account of what had happened. As she had explained it, my team member had promised to follow up on a package for her that had already been missing for a week but had not ever called her since and did not responded to any of her emails or phone calls. As the team leader was away, I needed to try to resolve the situation- especially seeing as the customer was in urgent need of receiving her package. I really apologised to the customer for her experience and promised to call her back that day, after I had managed to speak to the team member in order to resolve her issue. I promised the customer that no matter what, it would be my priority to get to the bottom of the situation and recover her package. Action: I approached the team member by asking her to meet me in one of the meeting rooms so that we could talk privately. Once in the room, I just explained exactly what the customer had said to me over the phone about the situation and waited for her response.
What is a Conflict of Interest? A conflict of interest at work arises when a situation that benefits an employee also affects your company. And employees are bound through your company's code of conduct to act in the interests of their employer and not for their own personal gain. It's best for employees not to enter into a situation where their actions might create a conflict, whether it's actual, potential, or perceived, without disclosing the information. So what are some examples of situations your employees might find themselves in?
Formal Reporting Procedures Even if an employee is aware of a conflict of interest, they still need to be encouraged to disclose it to your company. Creating formal reporting policies allows employees to have an open channel of communication where they are able to ask questions. Key Takeaways Employees don't always recognize conflicts of interest in the workplace. It's your job to help them identify ethical dilemmas and make the correct decisions. There are several strategies you can use, including business standards, business ethics training, and formal reporting procedures. Online Code of Conduct Training Evidence-based learning aligned to the Department of Justice's guidelines for ethical workplaces. Learn more about our global ethics and compliance training packages today. "I'm really excited about the platform that we have to help move the dial and influence the discussion around culture. " Shannon Sorrells Senior Legal Counsel for Ethics, Compliance, and Employment Law
Interview Questions: Conflict Resolution Questions and Answers Conflict resolution questions assess your ability to handle and defuse situations where conflict arises. This is an important skill to have in any industry or job that requires you to work with customers, clients and colleagues- so basically all industries! What are conflict situations? Conflict situations can range from many things from a customer complaining about a product, service or staff member or an employee who was offended by another employee's remark.