"As a scheduler in my current role, I have to navigate angry customers more than I would like to. To cope with angry patients who are having their appointment rescheduled, I take the stance that people who are upset want to be heard and respected, and used this approach with a patient that used very foul language with me. I remained calm and listened, empathized, and reassured him that I was there to support him and resolve the matter. By remaining calm and collected, he apologized and we worked through finding a new mutual appointment time that worked on both ends."

"Last year, we had a patient present to the emergency room that was severely intoxicated and had some very bad cuts and lacerations from falling through glass. The pain, mixed with the intoxication, made him very combative with the staff. Having been well trained in this situation, I ensured that security was present and we had the staff to restrain him while we bandaged him up quickly to prep for exam. While doing so, I spoke in a calm voice to let him know that we were there to help and he eventually relaxed and fell asleep."

Briefly describe a time you faced an angry individual on the job. Be sure to highlight your ability to remain patient and rational in the face of conflict because that is what your interviewer is ideally looking to focus on. Focus the bulk of your response on the positive action you took and the resolution you came to with the patient or colleagues rather than details of the conflict itself.