Tell us about a time when you had to resolve a conflict with a coworker or passenger?

Sample answer to the question

One time, I had a conflict with a coworker regarding the scheduling of breaks. We both wanted to take our breaks at the same time, which caused tension between us. To resolve the conflict, I suggested a compromise where we would alternate our break times. This way, both of us would get the break time we wanted without inconveniencing each other. My coworker agreed to the idea, and we implemented the alternating break schedule. It worked well, and we were able to maintain a positive working relationship.

A more solid answer

In my previous role, I encountered a conflict with a coworker who consistently arrived late to work. This affected our team's productivity and caused frustration among the rest of the staff. I approached the coworker privately to discuss the issue and express our concerns. I listened actively to their perspective and found out that they were facing transportation challenges due to an unreliable bus schedule. Instead of blaming or scolding them, I suggested collaborating on a solution. We researched alternative transportation options and found a shared ride service that could pick us both up on time. By pooling our resources, we were able to address the issue and ensure punctuality. This experience taught me the importance of open communication, empathy, and finding mutually beneficial solutions.

Why this is a more solid answer:

The solid answer includes a more detailed example of conflict resolution, demonstrating effective communication, empathy, and collaboration with the coworker. However, the candidate could have further emphasized their ability to react calmly and effectively in emergency situations, as stated in the job description.

An exceptional answer

During my time as a subway operator, I encountered a conflict with a passenger who was distraught and angry about delays caused by an earlier service disruption. The passenger approached me in a hostile manner and began yelling and blaming me personally. Understanding the importance of maintaining calm and defusing the situation, I listened attentively to their concerns without interrupting. I empathized with their frustration and explained the reasons for the delay, emphasizing that my priority was their safety and ensuring a smooth journey. I offered alternative routes and options to ease their inconvenience. Additionally, I immediately notified the control center about the situation and requested assistance from transit security personnel. By remaining composed and showing understanding, I was able to deescalate the conflict and turn the situation around for a positive resolution. This incident reinforced my ability to react calmly and effectively in high-pressure situations while upholding the values of customer service and safety.

Why this is an exceptional answer:

The exceptional answer provides a detailed and specific example of conflict resolution with a passenger, highlighting the candidate's ability to remain calm, deescalate tense situations, and prioritize safety and customer service. The candidate effectively demonstrates the desired skills and qualities mentioned in the job description, such as situational awareness, excellent communication and interpersonal skills, and the ability to react calmly in emergency situations.

How to prepare for this question

Reflect on past experiences where you successfully resolved conflicts with coworkers or passengers. Think about the specific challenges you faced, the actions you took, and the positive outcomes achieved.
Practice active listening and empathetic communication techniques. These skills are crucial in conflict resolution.
Familiarize yourself with the safety procedures and operational guidelines relevant to subway operators. Being knowledgeable about the job requirements will enhance your confidence during the interview.
Review your experiences in handling emergency situations and emphasize your ability to remain calm and take appropriate actions in high-pressure scenarios.