Describe a situation where you had to handle a difficult staff member. How did you handle it?

I once had a staff member who consistently showed up late to work and had a negative attitude. To address this issue, I first spoke to the staff member privately to understand the reasons behind their behavior. It turned out they were facing some personal challenges that were impacting their performance. I showed empathy and offered support, recommending resources like counseling services. I also set clear expectations for punctuality and attitude, emphasizing the impact on the team and patient care. I monitored their progress closely, providing regular feedback and coaching to help them improve. Eventually, the staff member was able to overcome their challenges, and their performance and attitude significantly improved.

One challenging situation I faced was with a staff member who consistently arrived late and had a negative attitude. I recognized the importance of addressing this issue promptly to maintain team morale and ensure quality patient care. I scheduled a private meeting with the staff member to understand the underlying reasons for their behavior. It became evident that they were experiencing personal challenges that were impacting their performance. I approached the situation with empathy and offered support by suggesting resources like counseling services. To address the issue, I set clear expectations regarding punctuality and attitude, emphasizing the impact on the team and patient care. I provided ongoing feedback and coaching, monitoring their progress closely. Through regular check-ins and constructive conversations, the staff member gradually improved their performance and attitude, ultimately becoming a valuable team member.

The solid answer provides more specific details about the situation, how the candidate approached it, and the outcomes. It demonstrates the candidate's ability to address difficult staff members with empathy, provide support, and deliver constructive feedback. However, the response could still be improved by incorporating examples of team building and problem-solving skills from the job description.

In my role as a Patient Services Supervisor, I encountered a challenging staff member who consistently arrived late and exhibited a negative attitude, affecting team morale and patient care. Recognizing the impact of this situation, I immediately took action. First, I met privately with the staff member to understand the root causes of their behavior. It became apparent that they were dealing with personal issues that required support. I exhibited empathy and offered resources like counseling services, ensuring they felt valued and understood. Simultaneously, I addressed the issue directly by setting clear expectations for punctuality and attitude, emphasizing the importance of teamwork in providing exceptional patient care. To foster a positive work environment, I organized team-building activities and facilitated open communication channels for staff to share concerns and ideas. Regular check-ins and performance evaluations allowed me to provide constructive feedback and recognize improvements. Through this approach, the staff member not only resolved their personal challenges but also transformed into a motivated and engaged team member, positively contributing to our overall performance and patient satisfaction.

The exceptional answer provides a comprehensive and detailed account of the situation, highlighting the candidate's ability to address difficult staff members effectively. The candidate demonstrates strong leadership and management skills by implementing team-building activities and facilitating open communication. Additionally, the response showcases problem-solving skills by recognizing the root cause of the staff member's behavior and providing relevant resources for support. The answer aligns with the job description's requirements for leadership, team building, effective communication, problem-solving, and customer service orientation.