Describe an experience you have had dealing with a difficult person. How did you handle the situation and what was the outcome?

Question

Karrie Day · Accepted Answer

"I have dealt with difficult situations with others professionally several times in my career. One that springs to mind is when a student's registration form disappeared which resulted in them missing an extracurricular activity. They were upset and pressed me to go around the process so that they could participate. I listened with empathy and communicated that I understood their frustration. I explained in detail how the system works and why prompt registration form submission is required. I then took the time to search our database for similar programs that had available spots as well as future listings for the activity the student was originally interested in. He was definitely disappointed to miss out on his original choice, but we were able to find a new activity that would offer him some benefit until his preferred choice was available again. Working with him took extra time on my part, but I am invested in helping our students find a way forward even if their original plans fall through. I think it helps them build skills that serve them in the future."

Karrie Day · Answer

The key to preparing for this question is to practice giving a response that sounds professional and avoids personal attacks, stereotypes, or judgmental language. Discussing times in which you dealt with difficult individuals can sometimes reignite feelings of frustration or even anger and it is important you do not revisit those aspects of the situation during your interview.

Karrie Day · Answer

Walk your interviewer through your difficult person scenario at a high level and describe the actions you took to cope with the situation and/or resolve the related conflict. Be sure to remain calm and professional while responding as keeping your demeanor professional will help to convince your interviewer you can handle similar situations successfully in the future.

Anonymous User · Answer

"There is nothing as important as calming down and being able to listen to difficult customers. I allowed the customer to express her frustration and then asked her to give me a chance to explain how things work. Together with the customer, we came up with a solution. The customer was satisfied at the end."

Anonymous User · Answer

"In my previous position, I dealt with the public on a daily basis, and I've had to deal with difficult people. It's important to stay calm and listen to the customer/student. I once had a student query about their course change application, as they had not heard back from the University, and express how frustrated they were on this matter. I allowed the student to express their frustration and then asked them if I could explain how things work. I was able to work with the student and come up with a solution for a way forward. In this instance, they had submitted their request to change course late, and it had passed the deadline. They now knew what to do going forward if the opportunity arose again. While it was a difficult situation, it was important to stay calm and focused on finding a solution for the student. The student left feeling better than when they walked into the room after receiving clarity on the situation and a solution to move forward."

Describe an experience you have had dealing with a difficult person. How did you handle the situation and what was the outcome?

How to Answer: Describe an experience you have had dealing with a difficult person. How did you handle the situation and what was the outcome?

Advice and answer examples written specifically for an University Administrator job interview.

6. Describe an experience you have had dealing with a difficult person. How did you handle the situation and what was the outcome?

How to Prep

How to Answer

Answer Example

Anonymous Interview Answers with Professional Feedback