Sample interview questions: Can you share an example of a time when you effectively resolved a conflict among library staff members?
Sample answer:
Certainly! One example of effectively resolving a conflict among library staff members occurred when two staff members had differing opinions on how to handle a patron complaint. The complaint was regarding a late fee that the patron believed was unfair.
To address the conflict, I first scheduled a meeting with both staff members involved. I created a safe and open environment where each person could express their views without fear of judgment. I encouraged active listening and asked clarifying questions to ensure a thorough understanding of both perspectives.
Next, I facilitated a discussion where both staff members could present their arguments and provide evidence to support their positions. I emphasized the importance of maintaining a patron-centered approach and finding a solution that would be fair and reasonable for all parties involved.
After careful consideration, it became apparent that the conflict stemmed from a miscommunication between the staff members regarding library policies. To ensure a fair resolution, I proposed a compromise that involved waiving the late fee for the patron in question, while also using this incident as an opportunity for staff training on effective communication and understanding library policies.
To prevent future conflicts, I suggested implementing regular staff training sessions on cu… Read full answer
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