Talk about a time when you had to handle an irate patient or their family member on the job as an RN. How did you handle that situation and what were the results?

"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 so as not to escalate the situation.