Describe a time when you had to deal with an emotional or angry person. How did you handle the conversation?

Situation

While volunteering at a barangay health center's information desk, a worried mother approached me because her child's vaccination record was missing from the system, and she was afraid they'd miss the scheduled immunization.

Task

I needed to resolve the issue quickly while keeping the mother calm and ensuring her child would still receive the vaccine.

Action

First, I listened without interrupting and acknowledged her frustration. I said, 'I understand this is scary, but let's work together to fix this.' I then checked our paper backup files and found a handwritten note confirming the previous dose. I coordinated with the nurse to validate the record and updated the digital entry on the spot. I also explained each step so she knew what was happening.

Result

The child got vaccinated on time, and the mother thanked me for being patient. The center later adopted a better backup-log system to prevent similar issues.