hi there everybody my name is Richard
McMunn from the Career Guidance company
how to become calm and in this training
video I'm gonna give you the perfect
answer to the tough interview question
how did you handle a difficult situation
now as you know many people who go to
interviews get asked this exact question
so within the video I want to give you
some brilliant tips and also an answer
that you can literally copy and paste
and use to respond now please as I say
do take notes there's gonna be some
important hints and tips along the way
I've been helping people like you to
pass interviews for many many years now
for about 10 years and at the end of the
video I'm also going to give you some
more free training videos that you can
use to tackle different kind of top
interview questions ok let's get
straight into it three important tips
when responding to this interview
question make sure the situation is
relevant to the role that you're
applying for
ok so what do I mean by that well for
example if you're applying for a
customer service role then maybe explain
how you successfully resolved a
complaint from a difficult customer or
if you are applying for a management or
leadership role maybe explain how you
resolved an internal dispute and issue
or a problem so the key tip the first
one is to make the situation a difficult
situation that you resolved relevant to
the job that you're applying for that
will help you to score higher marks
during the interview because the
interview panel will sit there and go ok
this person has dealt with difficult
situations in a similar role or a
similar situation that they could come
across therefore they're more likely to
perform and to the ability that we want
them to next tip number 2 use a star
technique when answering the question ok
now many of you will have already heard
about the star technique but for those
who don't this means that when
responding to that interview question
you first of all tell them what the
situation was so I'll tell them where
you were what you were doing and then
explained the task so that means tell
them what task had to be done so what
did you have to do so this then
demonstrates to the panel that you are
aware of what you need to do to resolve
the situation ok it's logical thinking
and common-sense the next one is then
going to
details and explain what action you took
to complete the task to resolve the
situation and finally tell them what the
result was and it has to be I put in
there positive it's got to be a positive
result following your action so this
difficult situation that you're dealing
with it is it's a positive result
following your action so it makes you
look good
okay next tip tip number three include
these elements in your response so at
least one or two of them if possible
first of all try and include some kind
of like friction conflict or even maybe
aggression what I mean by that is maybe
you're dealing with a difficult person
the next one is demonstrate your ability
to remain calm composed and also where
possible following company procedures so
if they have any procedures you know
that you should be following then that
demonstrates that you've read them and
you understand them and you're able to
follow them and then also finally try
and include a time constraint if
possible so you were under pressure this
makes it situation more difficult and
also enhances your ability to deal with
the situation so you don't have to
include all of these but try and include
one two three or maybe four of them if
possible okay and also explain why you
thought the situation was difficult so
this is at the end you resolve the
situation and say well I thought it was
difficult because of X Y and Zed now I'm
going to give you a sample response that
anybody can use we've all been in this
kind of situation before in a workplace
environment okay yes I have had to
handle and resolve numerous problems in
previous roles on one particular
situation springs to mind one day whilst
in the office canteen I overheard a
member of staff being verbally insulting
to a number another member of my team I
noticed that the person on the receiving
end of the comments looked quite upset
by the insults directed at him I decided
to intervene as I feel strongly that no
form of bullying or harassment should be
tolerated so I approached the man in a
calm manner and I told him that I found
what he just said to be offensive and
that he shouldn't use that type of
language on speaking to his work
colleagues he immediately looked quite
angry at my intervention and he asked me
to go outside where he could speak to me
I followed him outside of the canteen
and I then suggested that we go to a
choir
area to discuss the situation he told me
that it was none of my business what he
said to people now I should keep my nose
out of things that do not concern me I
decided to remain calm and composed and
I explained to him that it was in fact
my business to intervene when a person
uses that type of language I explained
to him that the company has strict
policies with regards to unacceptable
behavior and that I felt he should take
the time to read them as soon as I
mentioned the words company policies
tone it completely changed and he
apologized for what he had said he
explained to me that he was unaware of
the policy and that it was just a bit of
banter I suggested that it would be a
good idea to apologize to the man he had
spoken to and he agreed the situation
was difficult because I had to decide
when the right time was to intervene and
I was also had to be aware of how the
man might react to my intervention I
felt that if I remain calm composed and
assured then the man would see my way of
thinking and understand how the other
person must have felt the aim with this
situation was to make him recognize that
the insults were not acceptable I
believe I have the confidence and
competence to deal with any kind of
situation should it arise and I feel I
can be trusted to always resolve
situations amicably and sensibly now
what I have done that is a great
response it's quite in detail now of
course you might be want to go back over
the video and take notes which I
encourage you to do however if you want
to get a direct copy of this answer then
if you click the link below the video
you can get more of these interview
questions and answers that you can use
during your interview so simply click
the link below the video or go to the
website pass my interview calm and I've
created like fifty free training
interviews and sorry training videos to
help you pass your interview so yeah
just click the link below guys I really
hope you found that useful
I very much appreciate it if you gave
the video a thumbs up if you liked it
and don't forget to subscribe to the
channel as well click the link below the
video and if you'd like me to create a
video on any other kind of interview
question please put it in the comments
below say hi as well let me know what
you thought about the video and I
genuinely wish you all the very best in
your pursuit to passing your interview
thank you for watching