"In my current role in a critical care setting, I communicate regularly with the close families of patients who are typically stressed and worried about their loved ones. A few months ago, I had the daughter of a patient become very upset with the staff because she didn't have answers for what caused her father to go into cardiac arrest. As the nurse in charge of her father that day, I took it upon myself to talk with her in one of our private family rooms. First, I heard her out and let her vent. Just being able to let loose really eased her and I was able to let her know that we didn't have all of the answers right now. I assured her that a team of the best professionals was conducting diagnostic tests and lab work and that she would be the first to know once more information was known."

Prior to your interview, think of a situation you have been in where you can clearly demonstrate your ability to diffuse a high-conflict situation. In dealing with someone who was angry, it is important to demonstrate your listening skills, problem-solving skills, and your ability to remain calm and collected to not escalate the situation.

"Prior to nursing school, I worked as a CNA in a setting with patients experiencing severe mental health crises. Because of this, I have experienced many times when a patient has been combative, and I have been slapped and even had my hair pulled. It's important that as a nurse associate, you don't take these types of behaviors personally, that you do everything possible to reduce the risk of this occurring, and you take precautions to protect yourself at all times. This includes being alert, never letting your guard down, and knowing the warning signs of an agitated patient, and knowing when to give them space or how to de-escalate the situation. Never put yourself in a situation where you're confined in close quarters with a patient who has these tendencies or put yourself in a situation where they have access to sharp items that could cause you harm. If it does occur, it's important to try to calm the patient and never raise your voice or be physical in return. Try to find another colleague who can assist you with providing care and alert your supervisor of the situation so it can be documented and so they can provide guidance."