How would you handle the aggression and confrontation you are likely to face at this kind of job?Â
"It's part of the job, and as with any other part of the job, you do your job to the best of your ability. Aggression is part of the reason most inmates ended up where they are. So that behavior is to be expected, and you can't let it stress you out. In fact, learn from it. They didn't have it easy, and their anger was the attitude through which they approached their tough situation. But that didn't work out. Look at where that attitude got them. There's a lesson to be learned there. I have no control over how they see the world, but I have control over how I see it and over my attitude. So, do what you can to maintain the peace, to keep everyone safe, according to protocol, to ensure work runs as smoothly as possible."
Diffusing conflict situations before they turn violent is part of the job. Your interviewer needs to establish how skilled you are at diplomacy before such challenges result in physical contact. The examples you offer will help them determine how well-suited you are for this role.
Remain cool, collected, and pragmatic while delivering your answer. Offer insights on how you remain calm when facing conflict, or are being antagonized. Describe a situation where you implemented non-defensive communication tools to diffuse a volatile situation, especially when dealing with an obstinate or disruptive person. Ensure you would result in physical contact or violence as a last resort. Detail how you've handled similar situations, what the outcome was, and your takeaways. If you haven't dealt with this situation directly, put thought into how you'd handle it.
Avoid examples where you might come across as the antagonist, or reflect negatively on your character in any regard. In most instances, such adversity comes from a place of fear. Strategy, empathy, and objectivity are what you should aim to convey.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I don't have much experience de-escalating violent situations however when I worked at _________, I did have some angry customers. When I got one I would remain calm and try to reason with them, usually by figuring out the problem and finding the best way to resolve it. I have pretty thick skin, and I don't use anger to fix my issues.
Marcie's Feedback
Great job providing an example here! The interviewer will appreciate that you remain calm in situations like this. You might also mention maintaining a safe distance between you and the inmate and striving to keep them focused on the conversation. In addition, you would likely try to stay alert to behavioral changes, work with others to prevent contraband, keep up your physical strength, and try to be professional as opposed to arrogant. Finally, consider changing your answer so you don't start off with a negative ('I don't have much experience...'). Instead, start with something like: 'When I worked at ____________, I had some angry customers...' (and then go into your example). Nice job!
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