Talk about a time where you had to handle an irate patient. How did you handle that situation and what were the results?

"During my time working in a busy pain clinic, we had a patient one day that was demanding more narcotics for their pain. They had walked into the clinic without an appointment to demand another prescription. As the only nurse in a small clinic that day, I sat the patient down to talk to them. I used a calm voice and listened to what they were asking for. After listening, I explained that I would need to check their records for their last prescription and speak with the attending physician in the clinic that day. After seeing that their last prescription was written many months ago and the patient had missed their last appointment, I was able to talk to the physician to get another prescription written. Once prescribed, I explained to the patient how it was important for them to keep their regularly scheduled appointments and they walked away happy."

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.