Describe an experience you have had dealing with a difficult person. How did you handle the situation and what was the outcome?
"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."
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.
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.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous 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.
Rachelle's Feedback
Good start - it sounds as though there is an excellent story example here! This question is another situational/behavioral-based question that requires a specific case that outlines the situation, your task, the action you took, and the result. If you want to revisit this question using the STAR framework, I can return with feedback :)
Anonymous 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.
Stephanie's Feedback
It sounds like you have developed effective skills for navigating challenging individuals! To create a more compelling response that showcases how you de-escalated the situation and improved outcomes for the student, focus on how they exhibited their frustration (for example, were they rude? demanding?). If your interviewer has a clear picture of the challenge you were required to navigate, your interpersonal skills will be even more evident.
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