Coping: Able to maintain a mature problem solving attitude while dealing with interpersonal conflict, hazardous conditions, personal rejection, hostility or time demands. Interview Question Notes on Candidate’s Response 1) Tell me about a time when you had problems or stresses which were difficult for you. 2) When have you gotten your feelings hurt at work? 3) Most of us face situations from time to time which cause us to think that whatever we do will have a negative outcome—that is, we will look bad, regardless of what our actions may be. Describe your experiences in this type of situation and share with me how you went about deciding what to do. 4) Would you say that you are the type of individual who can “roll with the punches” or one who draws a “hard and fast line” in coping with a changing environment? 5) Customers frequently create a great deal of pressure. What has been your experience in this area? 6) What has been the highest pressure situation you have been under in recent years? How did you cope with it? 7) What types of pressure do you currently feel on your own job? How do you cope with these pressures? 8) What types of things make you angry? How do you react in these situations? 9) When was the last time you were yelled at while at work? How did you react? 10) How do you react when you see co-workers disagreeing? Do you get involved or hold back? Interpretive Guide: Was the individual successful in coping with difficult environments at prior jobs? How will this success/failure affect the job you are interviewing him/her for? Is there a high level of personal sensitivity which could become a problem at work? Will rejection or conflict become an issue down the road? Did the individual avoid making a decision in the face of conflict? Was he/she objective in evaluating the situation? Did he/she overreact? Is this individual determined to get their own way or do they take pride in their flexibility relating to others? Evaluate this individual’s depth and level of experience in coping with customer complaints and anger—were they able to cope with such pressures over a significant period of time? How effective was he/she in coping with a great deal of pressure without explosion, walking away from the job, or just “giving up?” Does the interviewee have a “quick temper” or can they conceal hostile feelings to avoid creating conflict? How does the individual behave after having faced a difficult interpersonal situation—did they control their temper, and did they continue to perform effectively, or did they psychologically withdraw commitment to the job? Evaluate if the individual can serve as a mediator in interpersonal conflict; consider if he/she is able to maintain a sense of calm when others are in disagreement.