Have you ever had to work with an angry colleague or customer? How did you successfully navigate that situation?

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In the hustle and bustle of a busy airport setting, there are many situations where you could potentially encounter an irate colleague or passenger. Flights run late, security lines get long, and travel can be stressful for passengers. For staff, ensuring that operations are running smoothly and on time can be very stressful. Your interviewer will want to gauge your ability to work alongside someone angry at the moment and live Heathrow Airport's value of treating everyone with respect no matter the situation. As you give your example, make sure to focus on your actions and communications that led to a positive experience for those involved.

"I certainly have and my approach is to always put myself in the other person's shoes, see things from their perspective, and empathize with them where I can. Just a couple of weeks ago, a close colleague of mine was very upset with how a project was proceeding and was very vocal about it to the entire team during a meeting. Following the meeting, I took the time to pull him aside so we could talk further. I allowed him to vent all of his feelings about the situation and my main focus was to listen and let him be heard. We ended up talking through his thoughts on what could improve and what was and wasn't possible. In the end, he really wanted to be heard when others just weren't allowing him to speak. Seeing as he was a close colleague, I didn't hesitate to let him know that his actions were a bit out of line. Here at Heathrow Airport, I know I will be working with other staff who are stressed and under pressure and I'm confident that this same approach will work wonders."

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How to Answer: Have you ever had to work with an angry colleague or customer? How did you successfully navigate that situation?

Advice and answer examples written specifically for a Heathrow Airport job interview.

3. Have you ever had to work with an angry colleague or customer? How did you successfully navigate that situation?

How to Answer

In the hustle and bustle of a busy airport setting, there are many situations where you could potentially encounter an irate colleague or passenger. Flights run late, security lines get long, and travel can be stressful for passengers. For staff, ensuring that operations are running smoothly and on time can be very stressful. Your interviewer will want to gauge your ability to work alongside someone angry at the moment and live Heathrow Airport's value of treating everyone with respect no matter the situation. As you give your example, make sure to focus on your actions and communications that led to a positive experience for those involved.

Written by Ryan Brunner on January 5th, 2024

Answer Example

"I certainly have and my approach is to always put myself in the other person's shoes, see things from their perspective, and empathize with them where I can. Just a couple of weeks ago, a close colleague of mine was very upset with how a project was proceeding and was very vocal about it to the entire team during a meeting. Following the meeting, I took the time to pull him aside so we could talk further. I allowed him to vent all of his feelings about the situation and my main focus was to listen and let him be heard. We ended up talking through his thoughts on what could improve and what was and wasn't possible. In the end, he really wanted to be heard when others just weren't allowing him to speak. Seeing as he was a close colleague, I didn't hesitate to let him know that his actions were a bit out of line. Here at Heathrow Airport, I know I will be working with other staff who are stressed and under pressure and I'm confident that this same approach will work wonders."

Written by Ryan Brunner on January 5th, 2024

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