During your career, have you ever dealt with an aggressive or combative patient or client? How did you handle that situation?

"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.