"There was an elderly woman I dealt with who would come in once a week and pass around letters of a schizophrenic nature, full of conspiracy and paranoid delusions. She lived alone, and at one point was a well-respected professor at university. Typically, her letters were met with snickers, and everyone at worked tried to avoid her, which then was met with her scorn. But, I took a different approach, took the time to talk to her while helping her shop, would sympathise with her situation, and would ask her questions about herself. At one point, I learned she had a son and a granddaughter whom she hadn't seen in years. I asked her when the last time she connected with them was, and she told me and it was some time ago. I said that they must worry about her and miss her very much. Then I didn't see her for a while. Months later, she came back in to thank me. She'd gotten back on her medication and said that my kindness had helped her recalibrate. She was on her way to the airport to move back closer to her family, who she reconnected with because of our conversations. Truth is, all I did was treat her with the same kindness and respect as everyone else, regardless of how much more challenging she could be as a customer. I still think about her now and again, and hope she is doing well."

As a DWP Work Coach, you will regularly be meeting with customers who face unique and challenging situations, with different personalities and perspectives. Some may have a clearer and more objective understanding of their situation, and others may not while projecting their frustrations towards you. This question offers you an opportunity to demonstrate your mediation and nondefensive communication skills. Show your interviewer how you would navigate this terrain by offering an example of being in a similar situation in the past.