"I have handled distraught patients throughout my career in frontline patient care. Last year, I worked with a patient who was very upset about waiting times to get an appointment and was taking their frustration out on me. I took the time to listen to their frustration and then explained why patient access was difficult in our clinic. I suggested seeking urgent care and explained the importance of quick scheduling when he knew he needed it in our clinic. He left the appointment in a much better mood."

Talk about a situation that demonstrates that you do not take situations like this personally and that you understand that aggressive or combative behaviour likely stems from a legit service issue. Make sure that the example you share proves your ability to listen to the person, act respectfully and professionally and shows that you sought to find a great solution.