Can you describe a time when you faced resistance or pushback from community members when implementing a new initiative or strategy? How did you handle it?

SENIOR LEVEL

Sample answer to the question:

Yes, there was a time when I faced resistance from community members when implementing a new initiative. We were rolling out a new feature on our online platform, and some community members were concerned about the changes it would bring. To handle the resistance, I first listened to their concerns and empathized with their perspective. Then, I organized a series of virtual town hall meetings to address their questions and provide a deeper understanding of the benefits of the new initiative. I also collaborated with our product team to make some adjustments based on their feedback. Through open communication and transparent decision-making, I was able to resolve most of the resistance and gain the support of the community members.

Here is a more solid answer:

Certainly! There was a time when I faced significant resistance from community members while implementing a new initiative aimed at revamping our user registration process. Many community members were comfortable with the old system and expressed concerns about the added complexity of the new process. To manage the pushback, I first conducted extensive research to understand their concerns and identify potential solutions. I then initiated a series of community meetings to openly discuss the benefits of the new system and address their apprehensions. Additionally, I organized training sessions to ensure that the transition to the new process was seamless and supported by comprehensive guidance. By actively listening to their feedback, providing clear explanations, and offering personalized support, I was able to gradually overcome the resistance and gain the community's acceptance of the new initiative.

Why is this a more solid answer?

The solid answer includes specific details about the initiative being implemented (revamp of user registration process), the candidate's research efforts to understand community concerns, and the strategies used to address the pushback (community meetings and training sessions). However, it can still be improved by providing more information about the candidate's leadership role in handling the resistance.

An example of a exceptional answer:

Absolutely! Let me share an exceptional experience I had when implementing a new initiative aimed at introducing a community rewards program. Initially, several community members were resistant to the idea, expressing concerns about favoritism and transparency. To address the pushback, I took a multifaceted approach. Firstly, I conducted thorough market research to understand existing rewards programs in similar communities, ensuring our program was fair and inclusive. Next, I collaborated with key stakeholders to create a robust framework that incorporated community members' input into the design and selection process. To increase transparency, I created a dedicated section on our platform where community members could track their progress and contributions towards earning rewards. Additionally, I organized a series of live Q&A sessions, engaging with community members directly to address their concerns and provide clarification. By demonstrating empathy, actively involving the community in the decision-making process, and transparently communicating the value of the rewards program, I successfully turned the resistance into enthusiastic support, leading to higher engagement levels within the community.

Why is this an exceptional answer?

The exceptional answer goes above and beyond by providing specific details about the initiative (community rewards program), the candidate's research and collaboration efforts, and the strategies used to address the concerns of community members (market research, stakeholder collaboration, and live Q&A sessions). The answer also highlights the candidate's empathy, active involvement, and transparent communication, which are highly valued qualities for a Senior Community Manager. However, it can still be further improved by incorporating more information about the candidate's leadership and team management skills.

How to prepare for this question:

Before the interview, research and familiarize yourself with common challenges faced by community managers when implementing new initiatives or strategies.

Reflect on a specific time in your past experience when you encountered resistance or pushback from community members during an initiative or strategy implementation. Make sure to choose an example that highlights relevant skills mentioned in the job description.

When describing the situation, clearly explain the details of the initiative or strategy, the specific concerns expressed by community members, and any negative impact it had on the community.

Discuss your approach to handling the resistance, including active listening, empathy, and open communication.

Highlight the collaborative efforts you made with relevant stakeholders to address the concerns and ensure a successful implementation.

Emphasize any leadership and team management skills you demonstrated during the process, such as mentoring junior staff or coordinating training sessions.

Share the positive outcomes resulting from your handling of the resistance, such as increased community engagement or improved satisfaction levels.

Practice delivering your response in a clear, concise, and confident manner. Be prepared to provide additional examples or clarify any details if asked follow-up questions.

Overall, showcase your ability to navigate challenging situations, drive consensus, and foster a positive community environment through effective communication and strategic decision-making.

What are interviewers evaluating with this question?