Describe a time you have had to deal with an angry or upset patient.
This is your opportunity to discuss your communication skills and demonstrate your ability to handle difficult situations professionally. The interviewer wants to know that you can handle stressful situations calmly and professionally. Be truthful when describing the situation. If you have had no experience with angry or upset patients, tell the interviewer how you see yourself handling such situations.
Describe a time when you resolved a customer service issue in a brief manner. Make a point of emphasizing your ability to remain patient and rational in the face of conflict. Focus the majority of your response on the positive action you took and the resolution you reached with the customer rather than the specifics of the conflict.
The STAR method is best for answering behavioral-based interview questions that begin with "Tell me about a time..." The acronym STAR stands for Situation, Task, Action, and Result. Using this framework to organize your response will ensure that you provide the interviewer with the appropriate amount of information and detail to form a compelling answer.
Answer: I recently had a patient who was upset because he had four cavities that needed to be filled. He was upset because he had only seen a dentist six months before and the dentist had not recommended treatment. I remained calm and avoided agitating the patient. It is critical to prevent the situation from escalating. I listened to the patient's point of view. Listening and demonstrating empathy are both important in maintaining trust. I then used the notes and x-rays to demonstrate to the patient how the dentist determined that treatment was required. The patient was able to see that the dentist was simply trying to do what was best for him by providing a thorough explanation. The patient relaxed and consented to the treatment.
