Tell me about a time when you had to resolve a conflict between a volunteer and a staff member.

Volunteer Coordinator Interview Questions

Sample answer to the question

During my time volunteering at a local animal shelter, there was a conflict between one of the volunteers and a staff member. The volunteer felt that the staff member was not treating the animals with enough care and was not following proper procedures. As the Volunteer Coordinator, I scheduled a meeting with both parties to address their concerns. I listened to each person's perspective and tried to find common ground. After discussing the issue, I facilitated a training session to reinforce the proper procedures and ensure everyone was on the same page. I also implemented a regular feedback system where volunteers could provide input on the staff members' performance. This resolved the conflict and improved communication between volunteers and staff.

A more solid answer

During my role as a Volunteer Coordinator at a local food bank, there was a conflict between a long-term volunteer and a staff member. The volunteer felt that the staff member was not respecting their contribution and was dismissive of their ideas. To address the conflict, I scheduled a private meeting with both individuals to listen to their concerns and perspectives. I empathized with the volunteer's feelings of frustration and assured them that their contribution was valued. I also met with the staff member separately to discuss the importance of respecting and collaborating with volunteers. To encourage open communication, I implemented weekly team meetings where volunteers and staff could share feedback and ideas. This created a more inclusive environment and resolved the conflict, leading to improved teamwork and a positive volunteer experience.

Why this is a more solid answer:

The solid answer provides a more detailed description of the conflict and the actions taken to resolve it. It includes specific examples, such as scheduling private meetings and implementing weekly team meetings. The answer demonstrates the candidate's ability to address conflict and create a positive work environment. However, it can be further improved by providing more information on the impact of the resolution and how it aligns with the job description. Additionally, it could address all the evaluation areas more thoroughly.

An exceptional answer

In my role as a Volunteer Coordinator at a youth mentoring organization, I encountered a conflict between a volunteer mentor and a staff member. The volunteer mentor believed that the staff member was not providing enough support and guidance to the mentees. To address the conflict, I organized a mediation session, inviting both parties to express their concerns and perspectives. During the session, I acted as a neutral facilitator, ensuring that each person had the opportunity to voice their concerns without interruption. After understanding the issues at hand, I conducted an assessment of the mentoring program to identify areas where improvements could be made. I then collaborated with the staff member to develop a mentor training curriculum that focused on enhancing communication and support skills. This training helped bridge the gap between the volunteers and staff while improving the overall quality of the mentoring program. As a result, the conflict was resolved, and the volunteer mentor and staff member developed a stronger working relationship based on mutual understanding and support.

Why this is an exceptional answer:

The exceptional answer provides a comprehensive description of the conflict resolution process, including organizing a mediation session and conducting an assessment of the program. It demonstrates the candidate's ability to handle complex conflicts and implement effective solutions. The answer also highlights the impact of the resolution on the mentorship program and the relationships between the volunteers and staff. It aligns well with the job description, showcasing the candidate's skills in interpersonal communication, problem-solving, and working with diverse groups of people.

How to prepare for this question

Reflect on past experiences where you have successfully resolved conflicts between individuals or groups.
Consider the specific skills and qualities outlined in the job description, such as interpersonal skills, problem-solving skills, and the ability to work with diverse groups of people.
Prepare examples that demonstrate your ability to listen actively, mediate conflicts, and implement effective solutions.
Highlight your experience in creating positive working environments and fostering collaboration between volunteers and staff members.
Be prepared to discuss the impact of your conflict resolution efforts and how they align with the organization's goals and objectives.
Practice conveying your answers in a clear and concise manner, focusing on the key points and outcomes of the conflict resolution.

What interviewers are evaluating

Interpersonal skills
Problem-solving skills
Ability to work with diverse groups of people