Sample interview questions: Can you share an example of a time when you successfully resolved a conflict among library patrons?
Sample answer:
Example of Conflict Resolution:
During a busy Saturday afternoon at the library, two patrons approached me, visibly upset. One patron, Mrs. Smith, was accusing the other, Mr. Jones, of cutting in line to use a public computer. Mr. Jones countered that he had been waiting patiently but Mrs. Smith had left her spot without notice.
Conflict Resolution Process:
- Acknowledge the situation and stay calm: I diffused the situation by acknowledging the conflict and assuring both patrons that I would assist them in finding a resolution.
- Separate the parties: I asked Mrs. Smith and Mr. Jones to step aside so we could discuss the issue privately. This allowed them to cool down and focus on finding a solution.
- Listen to both perspectives: I actively listened to each patron’s account of events, without interrupting or taking sides. I asked clarifying questions to ensure I understood their viewpoints and perspectives.
- Identify common ground: I then guided the patrons to identify any areas of agreement or mutual concern. In this case, both parties agreed that neither of them intended to intentionally cut in line or cause any inconvenience.
- Suggest a compromise: I proposed that both patrons agree to st… Read full answer
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