"I know it isn't health care related, but when I was a waitress, I had an upset customer who didn't have his meat prepared the way he wanted. I apologized, but he was very upset to the point of yelling. I tried to stay calm so I wouldn't appear rattled. He did stop eventually- I apologized again, told him I would comp his meal, and that I would talk to the chef. I also asked him if he would like to order something different. He chose another option and was quiet after that."

"I used to work in a call center, so I often had customers upset because they had to wait a long time to talk to a "live person." One customer went on and on about how her time was valuable and how she couldn't believe it took this long to get a real person on the end of the line. I let her vent and then apologized. I told her I was here now and asked how I could help her. I listened carefully to what she needed, and instead of passing her to another individual when she asked me a question I didn't know, I put her on hold while I found the answer instead of transferring her. She was grateful I could help her and had calmed down by the end of the call."

Ideally, you'll want to outline a time or two where you've had to have a difficult conversation on the job and describe how you kept your cool if things got tense. You'll also want to reiterate that you know this is an aspect that comes with this job at Centene Corporation, and you are ready to tackle the challenge head-on.