JUNIOR LEVEL

Tell me about a time when you had to deal with a disturbance on public transportation. How did you handle it?

Sample answer to the question

One time, while working as a ticket inspector on a bus, I encountered a disturbance involving two passengers who were loudly arguing with each other. I approached them calmly and respectfully, using my excellent verbal communication skills to de-escalate the situation. I listened to both parties and empathized with their concerns. Then, I calmly explained the importance of maintaining a safe and peaceful environment for all passengers. By remaining calm and professional, I was able to diffuse the tension and restore order on the bus.

A more solid answer

During my time as a ticket inspector on a train, I encountered a disturbance between a passenger and a group of rowdy teenagers. The passenger was visibly upset and approached me for assistance. I immediately assessed the situation, realizing that the rowdy behavior was causing discomfort to other passengers as well. I approached the teenagers and calmly requested that they lower their voices and be considerate towards others. Initially, they were resistant and dismissive, but I continued to engage with them patiently, explaining the importance of maintaining a peaceful environment for everyone's safety and comfort. After a few minutes of conversation, they began to understand and cooperate. I thanked them for their cooperation and assured the upset passenger that I would monitor the situation. By addressing the disturbance with tact and professionalism, I was able to restore peace on the train and ensure a safe and comfortable journey for all passengers.

Why this is a more solid answer:

The solid answer provides more specific details about the situation, such as being on a train and dealing with a group of rowdy teenagers. It also emphasizes the candidate's ability to assess the situation, engage calmly with the disruptive individuals, and ensure the safety and comfort of all passengers. However, it could still be further improved by including more information about the candidate's verbal communication skills and how they handled the specific challenges presented by the disturbance.

An exceptional answer

In my role as a ticket inspector on a bus, I encountered a disturbance involving an intoxicated passenger who was behaving aggressively towards other passengers. The situation was tense, and it required a delicate approach. I immediately alerted the bus driver and requested their assistance in ensuring the safety of all passengers. While waiting for the driver to arrive, I positioned myself strategically to maintain a clear view of the situation and minimize any potential harm. I then approached the intoxicated passenger, making sure to maintain a safe distance and displaying open body language to de-escalate the situation. Using my exceptional verbal communication skills, I spoke calmly and respectfully, acknowledging the passenger's frustrations while reminding them of the importance of ensuring a peaceful environment for everyone. By actively listening to their concerns and offering empathy, I was able to gradually calm the passenger down. With their cooperation, I guided the passenger to a vacant seat and stayed nearby to monitor their behavior. Throughout the incident, I maintained constant communication with the bus driver and updated them on the situation. Thanks to my proactive approach and ability to handle the disturbance professionally, we were able to maintain order on the bus and ensure the safety and comfort of all passengers.

Why this is an exceptional answer:

The exceptional answer exceeds the expectations by providing a detailed account of the candidate's actions and decisions during a disturbance involving an intoxicated passenger. It showcases their ability to assess the situation, collaborate with the bus driver, maintain a safe environment, and use exceptional verbal communication skills to de-escalate the situation. The answer also highlights the candidate's empathy and proactive approach. However, it can be further improved by including specific examples of how the candidate ensured the comfort of other passengers and how they managed the situation until it was fully resolved.

How to prepare for this question

Familiarize yourself with your local transportation system and its regulations, as this knowledge will be essential in handling disturbances effectively.
Practice active listening and empathizing with people in tense situations, as it can help de-escalate conflicts and build rapport.
Learn techniques for maintaining a calm and composed demeanor under pressure, such as deep breathing and positive self-talk.
Role-play scenarios where you have to handle disturbances on public transportation, and solicit feedback from others to improve your approach.
Stay updated on conflict resolution techniques, including non-violent communication and strategies for managing difficult individuals.

What interviewers are evaluating

Verbal communication skills
Ability to remain calm and professional
Dealing with disturbances