Tell me about a time you had to deal with a difficult family member on scene.
As an emergency care assistant at the NHS, you will frequently interact with the public, whether that's a patient, friend, bystander, or family member. They may be frustrated about response times or even just the situation at hand. Whatever the reason they are agitated or frustrated, it's crucial to demonstrate that you can handle these stressful situations with compassion and professionalism. The interviewer wants to understand how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and your ability to resolve conflicts. Give an example of a time you dealt with a difficult person on the job and describe the situation and how you resolved the conflict.
"Our team had responded to a call where an infant was having seizures. The child did not have a previous history of seizures, and the mother was very frantic and panicking and would not allow us to take the child from her. It took several minutes, but I was able to assure her that we were there to help the baby, and she finally gave the baby to us to treat. It's hard for parents to trust us sometimes as complete strangers, so in these situations, we have to rely on our communication and interpersonal skills to guide the situation. I kept reassuring her that the baby was in good hands and that we were going to do all we could for it. I was also able to give her instructions on where to meet us at the hospital, and she was able to calm down and follow us to the facility."
