Describe a situation when you had to manage an angry patient.
ExperiencePatient EncounterCore
Purpose
This question checks how you handle tough situations with patients. They want to see if you can stay calm, show empathy, and solve problems under pressure.
Tips
- Start by explaining why the patient was upset. Set the scene.
- Focus on how you responded: stay calm, listen, and show empathy.
- Use the STAR-L method: Situation, Task, Action, Result, Lessons Learned.
- Share the outcome and what you learned from the experience.
Common mistakes
- Don't dismiss the patient's feelings or get defensive.
- Avoid blaming others or saying 'it's not my problem.'
- Don't forget to mention what you learned from the situation.
Background
Use STAR-L to structure responses to questions about your experiences: -Situation: Briefly set the scene - where/when and what was going on? -Task: What was your specific role or challenge in that situation? -Action: What you did - focus on your steps, decisions, and contributions. -Result: Share the outcome - ideally positive or meaningful. -Lessons Learned: Reflect on what you took away and how you’ve grown.