Tell me about a time when you had to work with a difficult colleague or team member
Theme: Teamwork Role: Customer Service Representative Function: Retail
Interview Question for Customer Service Representative: See sample answers, motivations & red flags for this common interview question. About Customer Service Representative: Assists customers with inquiries, resolves complaints, and provides information about products and services. This role falls within the Retail function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Teamwork with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence
- Context: Provide a brief overview of the situation and the role of the difficult colleague or team member
- Challenge: Explain the specific challenges or issues that arose due to the difficult colleague or team member
- Actions: Describe the steps you took to address the situation and work effectively with the difficult colleague or team member
- Results: Highlight the positive outcomes or improvements achieved through your efforts
- Reflection: Share any lessons learned or personal growth from the experience
Underlying Motivations
What the Interviewer is trying to find out about you and your experiences through this question
- Conflict resolution skills: The interviewer wants to assess your ability to handle difficult interpersonal relationships and resolve conflicts effectively
- Teamwork & collaboration: The interviewer wants to understand how well you can work with others, even in challenging situations
- Communication skills: The interviewer wants to evaluate your communication skills, including your ability to address issues and concerns with colleagues in a professional manner
- Problem-solving skills: The interviewer wants to gauge your problem-solving abilities when dealing with difficult colleagues or team members
Potential Minefields
How to avoid some common minefields when answering this question in order to not raise any red flags
- Blaming or badmouthing: Avoid blaming or badmouthing the difficult colleague or team member. Focus on the actions and behaviors you took to address the situation
- Lack of accountability: Avoid showing a lack of accountability for your own actions or contributions to the conflict. Take responsibility for your part and emphasize your efforts to find a resolution
- Inability to communicate effectively: Avoid demonstrating an inability to communicate effectively with the difficult colleague or team member. Highlight your efforts to maintain open and respectful communication throughout the process
- Lack of problem-solving skills: Avoid showcasing a lack of problem-solving skills when dealing with the difficult colleague or team member. Emphasize your ability to identify and address the root cause of the conflict
- Inflexibility or unwillingness to compromise: Avoid displaying inflexibility or an unwillingness to compromise with the difficult colleague or team member. Highlight your willingness to find common ground and work towards a mutually beneficial solution