Have you ever had to work with an angry patient or family member during your medical training? How did you successfully manage that situation?

"During my time rotating in a busy occupational health practice, I was very excited to learn the world of pre-employment screening and physicals. In one of my first days working with my preceptor, I was exposed to the world of DOT drug screens as part of the employment process and I encountered a patient who was very upset that they were being subjected to a DOT drug and alcohol screen. The patient was refusing that portion of the pre-employment exam and, with help from my preceptor, we reiterated that compliance with the drug screen was necessary for their employment. We allowed the patient to sound off on his complaints about the entire DOT process for CDL drivers. In the moment, keeping our cool and allowing the patient to vent was critical in ensuring that the situation didn't get out of control. Arguing would have only made it worse."

Briefly describe a time you had to work with a patient that was upset or down right angry. Be sure to highlight your ability to remain patient and rational in the face of conflict. Focus the bulk of your response on the positive action you took and the resolution you came to with the patient rather than details of the conflict itself.