How to Answer: How do you typically handle communicating bad news to a colleague or customer?
Advice and answer examples written specifically for an Air Canada job interview.
8. How do you typically handle communicating bad news to a colleague or customer?
Why the Interviewer Asks This Question
When communication is vital in the workplace, hiring managers want to hear how you work through positive and negative situations. At Air Canada, there are times when difficult conversations need to be had with both colleagues and passengers, and your interviewer wants to hear that you handle the tough conversations with a direct and professional approach.
Written by Ryan Brunner on March 10th, 2023
How to Answer
One of the toughest parts of communication is delivering bad news to coworkers or customers. Whether it is providing a less-than-favorable work review or information that a customer doesn't want to hear, it doesn't come easy. Assure the team at Air Canada that you can handle this type of task transparently, concisely, and professionally. If you have an example of a time when you had to have a difficult conversation, this is a great time to discuss how you worked through it with success.
Written by Ryan Brunner on March 10th, 2023
Entry Level Example
"In my current job, I am responsible for incoming calls from clients, and they can often be looking for services that my company just doesn't offer. My approach during these conversations is to put myself in their shoes and know that I would want to be empathized with and be told the truth. This can be a tough balance, but I am confident in my skill in doing this here at Air Canada."
Written by Ryan Brunner on March 10th, 2023
Answer Example
"I certainly do not enjoy communicating bad news to a coworker, but I do have experience doing so. I make sure to practice empathy. Truth is always key, so I will be honest and clear when communicating the news. Last year, I had to discuss some performance issues with a close colleague. I didn't sugarcoat the conversation because it was best they knew so that they could learn from the experience."
Written by Ryan Brunner on March 10th, 2023