NHS Band 6 Nurse Mock Interview
Prepare for 30 NHS Band 6 Nurse interview questions covering clinical leadership, service improvement, and ward management.
Question 5 of 30
How would you respond if a patient or their family member yelled at you?
Why the Interviewer Asks This Question
General
Community Answers
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
As a nurse, you can expect to be yelled at by patients or their family members. It is not always because you have done something wrong but because they are in pain, grieving, or frustrated with their situation. While you should never let people verbally abuse you, you must understand that you cannot take them yelling at you personally. You must remain calm and professional when handling the situation. The interviewers ask this question to gain insight into your conflict resolution, problem-solving, and communications skills to determine if you will be an excellent asset to the NHS team. Let them know how you have handled patients or family members yelling at you in the past.
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
"I have had this happen many times in my career. Usually, when a patient or family member yells at a colleague or me, it is because they are in pain or are frustrated with their situation. I always remain calm and do not take it personally. I ask them what they are upset about and what I can do to help them. When I take the time to actively listen to them, ask questions, and come up with a solution, they will calm down and stop yelling. Sometimes, the patient or family member may have a mental issue or be under the influence, requiring a physician to evaluate them and prescribe medication to calm them down. Either way, I remain calm and professional and do not exacerbate the situation by yelling back or ignoring them."
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Anonymous Answer
I have had this many times during my career, and I have not once responded in a way to start a conflict. I listen to what they have to say and then try to find a solution. However, on one occasion, the relative had to be removed as they would not calm or listen to what we had to say. Relatives usually raise their voices because they are angry and frustrated, but also because having a relative in the hospital is daunting and frightening and you need to take this into consideration.
Jaymie's Feedback
Great response! You demonstrate that you can remain calm and not let their emotions get the best of you. It's important to listen and try to understand their perspective, as you've discussed in your answer.
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