Tell me about a time when you had to work with a difficult team member or customer. How did you handle the situation?

Sample answer to the question

In my previous role as a Field Installer, I had to work with a difficult team member who had a very different approach to problem-solving than I did. Despite our differences, I knew that it was important for us to find a way to work together effectively in order to meet our goals. I decided to have a conversation with the team member to understand their perspective and also to share mine. We both acknowledged that we had different strengths and weaknesses, and we came up with a plan to utilize our strengths and support each other in areas where we were lacking. This helped us to build trust and respect for each other's abilities. We also established clear communication channels and set expectations for how we would handle disagreements or conflicts. By doing this, we were able to work together efficiently and successfully complete the project.

A more solid answer

In my previous role as a Field Installer, I encountered a difficult team member who had a very different approach to problem-solving than I did. This situation required effective communication and teamwork to address the challenges. I scheduled a meeting with the team member to discuss our differences and find common ground. During the meeting, I actively listened to their perspective and shared mine, emphasizing the importance of working together towards shared goals. We both acknowledged our different strengths and weaknesses and identified areas where we could support each other. We developed a plan that leveraged our strengths and created a collaborative environment. To ensure open communication, we established regular check-ins and created a safe space for sharing concerns or conflicts. By implementing these strategies, we were able to overcome our differences and successfully complete the project.

Why this is a more solid answer:

This is a solid answer because it provides more specific details about the situation and the candidate's actions. It demonstrates their ability to communicate effectively, work as a team, and find common ground with a difficult team member. However, it could be improved by including specific examples or outcomes to further illustrate the candidate's success in handling the situation.

An exceptional answer

In my previous role as a Field Installer, I encountered a difficult team member who had a very different approach to problem-solving than I did. This presented a challenge to our team dynamics and required effective communication, teamwork, and problem-solving skills to address. To tackle this situation, I scheduled a one-on-one meeting with the team member to understand their perspective and share mine. During the meeting, I actively listened and empathized with their concerns, while also expressing my thoughts and concerns in a respectful manner. By doing so, I was able to establish a foundation of mutual respect and trust. Recognizing that our contrasting strengths and weaknesses could complement each other, I proposed a collaborative approach that leveraged our individual expertise. We divided tasks based on our strengths, ensuring that we both had opportunities to contribute and learn from each other. Additionally, I suggested implementing a feedback system where we could provide constructive criticism and support each other's growth. This helped to foster open and honest communication within the team. As a result, we were able to successfully complete the project, surpassing expectations and delivering high-quality work. Moreover, the positive working relationship we developed extended beyond the project, leading to future collaborations and improved team dynamics overall.

Why this is an exceptional answer:

This is an exceptional answer because it provides a detailed account of the candidate's actions, showcasing their exceptional communication, teamwork, and problem-solving skills. The candidate effectively addressed the challenging situation by actively listening, empathizing, and proposing a collaborative approach. They also demonstrated the long-term impact of their solution, highlighting improved team dynamics and future collaborations. However, the answer could be further enhanced by including specific examples or quantifiable outcomes to provide even more evidence of the candidate's success.

How to prepare for this question

1. Reflect on past experiences: Think about previous encounters with difficult team members or customers and identify the strategies you used to handle those situations effectively. Be prepared to share specific examples during the interview.
2. Showcase your communication skills: Highlight your ability to communicate effectively, actively listen, and express your thoughts and concerns in a respectful manner. Provide examples of situations where you successfully resolved conflicts through open and honest communication.
3. Emphasize teamwork and collaboration: Discuss your experience working in teams and how you have contributed to creating a positive and collaborative team environment. Share examples of how you have leveraged each team member's strengths and fostered open communication to achieve shared goals.
4. Demonstrate problem-solving skills: Describe situations where you have effectively identified and addressed challenges. Discuss your approach to problem-solving, including how you analyze problems, generate creative solutions, and adapt to changing circumstances.
5. Highlight the importance of empathy and understanding: Emphasize the value of understanding different perspectives and finding common ground. Provide examples of situations where you have demonstrated empathy and successfully built relationships with difficult team members or customers.

What interviewers are evaluating

Customer Service
Communication
Teamwork
Problem-solving