Tell us about a time when you faced resistance or skepticism from a client. How did you handle it?

SENIOR LEVEL

Sample answer to the question:

I faced resistance from a client when I introduced a new innovative program aimed at promoting holistic health. The client was skeptical about the effectiveness of the program and its impact on their wellness goals. To handle the resistance, I first listened to the client's concerns and validated their perspective. Then, I explained the underlying research and evidence supporting the program and how it aligned with their specific wellness goals. Additionally, I offered to pilot the program with a small group of clients and collect feedback to address any concerns or make necessary adjustments. Over time, I was able to build trust and credibility with the client, and they eventually embraced the program and experienced positive results.

Here is a more solid answer:

I faced resistance from a client when I introduced a new innovative program aimed at promoting holistic health. The client was skeptical about the effectiveness of the program and its impact on their wellness goals. To handle the resistance, I actively listened to the client's concerns and empathized with their perspective. I then explained the underlying research and evidence supporting the program, highlighting how it aligned with their specific wellness goals and the benefits it could provide. To address their skepticism, I offered to pilot the program with a small group of clients and gather feedback to make any necessary adjustments. Additionally, I shared success stories and testimonials from other clients who had experienced positive results from the program. By demonstrating adaptability and creative problem-solving, I was able to build trust and credibility with the client. Eventually, they embraced the program and achieved their wellness goals.

Why is this a more solid answer?

The solid answer provides more specific details and demonstrates expertise in the evaluation areas. It showcases active listening, empathy, and the ability to explain complex concepts. It also highlights adaptability and creative problem-solving skills by suggesting a pilot program and sharing success stories. However, it could be further improved by providing more information about the impact of the program and how it aligned with the job description.

An example of a exceptional answer:

I faced resistance from a client when I introduced a new innovative program aimed at promoting holistic health. The client expressed skepticism about the program's effectiveness and its alignment with their wellness goals. To handle the resistance, I first engaged in active listening and empathized with the client's concerns. I acknowledged their skepticism and validated their perspective, ensuring they felt heard and understood. Then, I took a personalized approach by tailoring my explanation of the program's benefits to their specific needs and wellness goals. I shared scientific research, case studies, and success stories from clients who had achieved significant results through the program. To address their skepticism further, I offered to provide additional resources, such as articles and videos, to support the evidence and credibility of the program. Additionally, I suggested partnering with other reputable wellness professionals to endorse the program and provide testimonials. This collaborative approach helped to alleviate the client's skepticism and build trust. I also proposed a phased implementation plan that allowed the client to see gradual progress and make adjustments along the way. By demonstrating adaptability and creative problem-solving, I successfully addressed the client's resistance and skepticism, resulting in their full support and engagement with the program.

Why is this an exceptional answer?

The exceptional answer goes above and beyond by providing a highly detailed and comprehensive response. It showcases exceptional skills in empathy, active listening, and personalized communication. The candidate demonstrates extensive knowledge of holistic health practices by referencing scientific research and success stories. The suggestion to partner with other professionals and propose a phased implementation plan showcases adaptability and creative problem-solving. Overall, this answer provides a well-rounded and exceptional approach to handling resistance and skepticism from a client.

How to prepare for this question:

Familiarize yourself with the latest research and evidence supporting holistic health practices. Being knowledgeable about the benefits and effectiveness of different programs and approaches will help you address client skepticism more effectively.

Practice active listening and empathetic communication skills. Learn to validate and understand the client's concerns and perspective before providing explanations or solutions.

Develop case studies or success stories from previous clients to demonstrate the positive impact of your programs. This can help build credibility and alleviate client skepticism.

Consider collaborating with other wellness professionals or seeking endorsements from reputable sources to further support the credibility of your programs. Having a network of experts can be beneficial in overcoming client resistance.

Prepare a phased implementation plan that allows clients to see gradual progress and make adjustments along the way. This approach can help address client concerns and build trust.

Stay up-to-date with the latest trends and developments in the field of holistic health. Continuous learning and improvement will strengthen your ability to handle client resistance and skepticism.

What are interviewers evaluating with this question?