TSA Screener Mock Interview
Practice 30 TSA Screener interview questions covering security protocols, passenger interaction, and threat detection.
Question 19 of 30
TSA Screeners conduct screening of passengers, baggage, and cargo to ensure compliance. How will you handle an uncooperative member of the public?
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Community Answers
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
TSA Screeners encounter challenging situations regularly. Many travelers are tired, stressed, or do not like cooperating. The interviewer wants to know how you would handle an encounter with an uncooperative individual.
If you are unsure of the TSA guidelines, it's okay to ask questions or tell the interviewer that you will abide by your training. The key to answering this question is to show the hiring authority that you would remain professional and poised in the face of conflict.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Being new to a career with the TSA, if I were to face a situation involving an uncooperative member of the public, I would refer to my TSA Screener training. If necessary, I would ask a more experienced co-worker for assistance. It's important to me that I do not show unprofessional emotion or act out of impulse. Rest assured, I am a calm and even-keeled individual. In the face of conflict, my instinct is to remain collected."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"While adhering to our codes of conduct and regulations, I would remain calm and professional and use my negotiation and mediation training to de-escalate such a situation. I would first ask the individual to step aside so I could secure the situation, avoid hindering the duties of our teammates, and recruit assistance as a witness at the very least. I would then devote my full attention to them. I would respectfully ask them what the problem was. I would then actively listen, mirror, and empathize with them. I would provide context and insight into their situation, introduce them to the potential consequences of their actions, and inform them of what actions are required. I would inform them of what conduct would serve their best interests and proceed from there."
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Anonymous Answer
I believe if you can empathize and relate to the person's frustrations it will help them to calm down where you can explain that the procedures and rules are in place to help everyone feel safe and secure traveling our nation's airways.
Kevin's Feedback
I've reworded you answer slightly slightly for clarity. See below.
I feel that if you can empathize with that person and put yourself in his or her shoes, it can really help you relate to that person's frustrations that are causing him or her to not cooperate. Empathy goes a long way to calm someone down and get them to listen to you in a situation where emotions are high.
Anonymous Answer
With ease! I must always remember I don't know what their situation is and maybe they are flying to a funeral or some other tragic event, so they'll need reassurance. So I would strive to give them the best service possible.
Mary's Feedback
Great start! Consider how your current experience translates to the role.
As a Corrections Officer, I am experienced in handling difficult or uncooperative individuals every day. As a TSA agent, I will strive to provide the best service possible, always remembering that I am not aware of every situation- considering they may be traveling to a funeral or another tragic event. I will strive to be patient and provide reassurance to those I am interacting with.
Anonymous Answer
Fairly easily, I normally let them vent, if needed, and then let them know what can be done, if anything, to accommodate their needs.
Rachelle's Feedback
It seems you are very confident in your interpersonal skills. Next, offer up an example of when you helped diffuse a related situation, including the positive outcome.
"I handle difficult people fairly easily. Typically, I allow them an appropriate amount of time to vent and then offer up potential solutions. One example of my resolution management skills was when (give an example using the STAR framework of Situation, Task, Action, Result)."
Anonymous Answer
I will talk to them Calmly and Politely. Speak professionally. Remind and ensure that these are the rules and this is the specific procedure etc. If the passenger will not cooperate then that's when you would need someone else to intervene. It will be apparent that the two of us will not reach an agreement and there's no need to escalate things further.
Marcie's Feedback
You might also mention reaching out to a manager at this point who can take over. But it's great that you recognize that at a certain time it's better to step away and have someone with more authority step in. Remaining calm, polite, professional, and firm are all good ways to initially handle the situation. Good job!
Anonymous Answer
As a new TSA employee, I would comply with my training. However, if necessary, I would ask a more experienced co-worker for help. The whole time I would make sure that I am professional and calm.
Marcie's Feedback
It's great that you plan to remain calm and professional. You might also mention that you'll be an active listener who truly tries to understand what is bothering the person and that you'll be straightforward with them about the steps you plan to take to resolve the issue. Tell the interviewer that you always strive to be empathetic and compassionate, but that you'll also be firm about enforcing organizational rules. Great job!
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