Think of a Talk You Had with an Angry Client. How Did You Handle It?

 

Angry client interviewedSocial workers meet with different kinds of clients. They often struggle in life, face problems and are unsatisfied with everything around them. (That is the reason why they need your help…)

Being overwhelmed by their own problems, they can be aggressive, angry, sad, irate, or whatever else comes to your mind. Some clients are nice, but many are not. As a social worker you need to handle all the people and all the problematic situations. That is why you will be inquired how you dealt with such clients in the past.

 

Please notice that it is a behavioral question. Recruiters ask what you did, not what you would do. Therefor you should speak about a situation from the past, ideally from your job. But if it is your first job application, you can calmly talk about experiences from your personal life.

Arguments can hardly solve anything

You can not solve the problem by arguing with your client. You probably knew this already… Oppositely, as a good social worker, you should stay calm and relaxed, keep your focus and goal on your mind and do not let their behavior to distract you. Remember, your goal is to build bridges, not to destroy it.

Practical Answers

Human handsI try to avoid conflicts with clients, being well prepared for each meeting. I try to be friendly and listen more than talk. However, once I was doing a sensitive questionnaires with divorced women. They got angry at some point. What I did was that I stayed calm and told them that they can refuse to answer any question and stressed once again that the questionnaire is fully anonymous. I also apologized for any inappropriate questions. It helped and we finished the work without further problems.

I had to deal with angry children regularly, in my previous job at school. I never argued with them, never punished them directly. I just communicated with them, listened, paid attention to their needs and did what I could to  change their point of view on myself. Most of the time, I succeeded to  solve the problem.

So, describe the situation and offer a simple solution. That’s the best way how to answer this question.

Next Questions: