As a nurse, patients or family members may yell at you. Generally, it will not be because of something you did but because they are uninformed, scared, or in pain. While attending nursing school, you were taught to remain calm, actively listen to your patient, stand up for yourself while remaining professional (if being verbally abused), and put yourself in your patient's shoes. You were also taught that it is best to recognize the warning signs that a patient or family member is about to lose their cool and diffuse the situation before it gets to that point.

If you are yelled at, ask your patient to tell you what they need or how you can solve the problem. They will generally calm down when you show them you are paying attention and empathetic to their needs.

The interviewers would like to gain insight into your communication and problem-solving skills and see if you can handle this situation calmly and professionally. Describe how you would speak to a patient or family member if they yelled at you using the techniques mentioned or how you have been taught to respond in nursing school.