"Being rude is one thing, but abuse is another. Personal attacks and verbal abuse with foul language are hurtful, and it's ugly for other patients to see. I would have a duty to protect not only my colleagues but also my patients from abuse. If the situation didn't quite go that far, I would quickly insert myself into the conversation to respectfully let the patient know they were out of line."

In a situation like this, you need to ensure that the patient knows they are out of line and that your receptionist is okay. In your answer, talk about your ability to use good judgment and be respectful in this situation and yet forthright when needed. Being honest and confident in doing the right thing will be vital as a Dermatology resident, so portray those qualities in your answer.

"Just as it is important for staff to respect patients, patients must also treat staff respectfully. I would calmly let the patient know that it is unacceptable to treat any member of our hardworking team disrespectfully. From there, I would make sure to dive into the root cause of the issue with the patient."

"Sometimes, if patients are going through difficult diseases or difficult circumstances, it can come across as anger or rudeness. In such situations, I find it helpful to be empathetic and to calmly try to address the reason for the patients anger or rudeness. Healthcare can be at times frustrating or difficult to navigate and providing some support can often help to alleviate patients' frustrations. However, I would also be clear in stating boundaries that establish to the patient that it is important to speak with scheduling staff in a respectful way."