INTERMEDIATE LEVEL

Tell us about a time when you had to resolve a conflict within a program. How did you approach it?

Sample answer to the question

I remember a time when I had to resolve a conflict within a program. It was during the implementation phase of a complex software project. The conflict arose between the development team and the QA team regarding the acceptance criteria for a particular feature. To resolve the conflict, I scheduled a meeting with both teams to understand their perspectives and concerns. During the meeting, I facilitated a discussion to find a common ground and come up with a mutually agreed-upon acceptance criteria. Through open and effective communication, we were able to address the concerns of both teams and reach a resolution. After the meeting, I documented the agreed-upon acceptance criteria and shared it with the entire team for reference. This approach helped maintain a positive and collaborative work environment.

A more solid answer

In my role as a Program Director, I encountered a conflict within a program that required immediate resolution. It involved a disagreement between two project teams regarding the allocation of resources. To address the conflict, I first analyzed the situation by reviewing the project goals, constraints, and resource availability. Then, I scheduled a meeting with the team leads from both projects to discuss their concerns and find a resolution. During the meeting, I actively listened to each team's viewpoints, empathized with their challenges, and facilitated a constructive discussion. Through this process, we were able to identify a compromise that better aligned with the overall program goals and resource constraints. To ensure clarity and alignment, I documented the agreed-upon plan and communicated it to all stakeholders. This approach not only resolved the conflict but also fostered collaboration and strengthened relationships between the teams.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing specific details about the candidate's analytical and problem-solving skills, their approach to effective communication and collaboration, as well as their ability to manage multiple projects and make decisions as a program director. The answer also mentions how the resolution contributed to collaboration and relationship-building within the teams.

An exceptional answer

As a Program Director, I faced a conflict within a program that required immediate resolution. The conflict involved two program teams that disagreed on the prioritization of deliverables. I approached the conflict by first gathering data on both projects' dependencies, deadlines, and impacts on the overall program timeline. This data allowed me to assess the potential risks and consequences of each team's proposal. Next, I organized a cross-functional meeting with representatives from both teams, along with key stakeholders. During the meeting, I created a collaborative environment by encouraging open and respectful communication. I facilitated a group exercise where each team presented their case, followed by a Q&A session to ensure everyone understood the implications of each option. After a thorough discussion, we collectively agreed on a revised prioritization plan that balanced both projects' needs and minimized program risks. To ensure transparency and alignment, I communicated the revised plan to all relevant stakeholders through a detailed project update. This approach not only resolved the conflict but also strengthened teamwork, improved decision-making, and enhanced the overall program's success.

Why this is an exceptional answer:

The exceptional answer goes beyond the solid answer by providing more specific details about the candidate's approach to conflict resolution within a program. It highlights the candidate's ability to gather and analyze data, facilitate productive meetings, manage stakeholder communication, and make informed decisions. Additionally, the answer mentions the impact of the resolution on teamwork, decision-making, and the overall program's success.

How to prepare for this question

Reflect on past experiences where you had to resolve conflicts within programs or projects. Consider the challenges faced, the strategies used, and the outcomes achieved.
Familiarize yourself with conflict resolution techniques and best practices. Understand different approaches and when to apply them based on the situation.
Develop your analytical and problem-solving skills by practicing data analysis and risk assessment exercises.
Enhance your communication and presentation skills through workshops or courses. Focus on active listening, empathy, and facilitating constructive discussions.
Improve your decision-making and negotiation skills by seeking opportunities to lead cross-functional teams or participate in collaborative projects.
Stay updated on project management software tools and techniques to effectively manage multiple projects while ensuring quality.
Be prepared to provide specific examples during the interview that demonstrate your ability to resolve conflicts and navigate challenging situations within a program.

What interviewers are evaluating

Analytical and problem-solving skills
Effective communication and presentation skills
Ability to manage multiple projects simultaneously while maintaining quality
Strong team-building, decision-making, and people management skills