How do you handle stressful situations?

Sample answer to the question

When it comes to handling stressful situations, I believe in staying calm and collected. I take a step back, assess the situation, and prioritize my tasks to tackle the most critical issues first. Communication is key during stressful times, so I proactively reach out to my team members and superiors to keep everyone informed and ensure we are on the same page. I also find it helpful to break down complex problems into smaller, more manageable tasks, which helps me stay focused and make progress. Finally, I make sure to take care of myself by practicing self-care techniques like deep breathing or taking short breaks to recharge when needed.

A more solid answer

In my previous role as a server at a busy restaurant, I encountered numerous stressful situations. One memorable incident was when we had a full house and multiple orders came in at once. It was chaotic, but I remained calm and prioritized the orders based on the time they were placed. I communicated with the kitchen staff to ensure they were aware of the situation and could manage the influx of orders. I also proactively informed the customers of the delay and provided them with complimentary drinks or appetizers to show our appreciation for their patience. By staying organized, communicating effectively, and going the extra mile to exceed customer expectations, we were able to successfully navigate the stressful situation and maintain high-quality service.

Why this is a more solid answer:

The solid answer includes a specific example from the candidate's past experience to demonstrate their ability to handle stressful situations. It also highlights their skills in prioritization, communication, and customer service. However, it could provide more details about how the candidate managed their own stress and ensured their own well-being during the stressful situation.

An exceptional answer

Handling stressful situations is something I excel at, as I thrive under pressure. One instance that stands out is when I was a banquet server at a high-profile wedding. The event was meticulously planned, but unexpected issues arose, such as a shortage of seating arrangements and last-minute dietary restrictions. To handle the situation, I quickly assessed the priorities and delegated tasks to my team members, ensuring everyone had a clear understanding of their responsibilities. Simultaneously, I maintained open communication with the event coordinator, updating them on the challenges and proposing effective solutions. While handling these challenges with professionalism, I also made sure to check in with myself and practice self-care techniques like deep breathing and positive self-talk to stay focused, calm, and energized. By efficiently managing the stressful situation, we delivered exceptional service to the guests and received commendations from the event coordinator.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a detailed and specific example of handling a stressful situation. It demonstrates the candidate's ability to assess priorities, delegate tasks, communicate effectively with superiors, and practice self-care. The answer also highlights the positive outcome and recognition the candidate received for their exceptional performance. One improvement could be to include more information about the specific self-care techniques used by the candidate during the stressful situation.

How to prepare for this question

Reflect on past experiences: Think about challenging situations you've encountered at work or in other areas of your life and how you handled them. Consider the strategies and techniques you used to cope with stress.
Practice time management: Develop effective time management skills to prioritize tasks and stay organized during busy periods. This will help you handle stressful situations more efficiently.
Enhance communication skills: Strengthen your ability to communicate clearly and effectively, both verbally and in writing. This will be valuable in keeping your team and superiors informed during stressful situations.
Learn stress management techniques: Explore various stress management techniques such as deep breathing, mindfulness, or exercise. Experiment with different techniques and find what works best for you.
Seek feedback: Regularly seek feedback from colleagues, superiors, or mentors to identify areas for improvement in handling stressful situations. Actively work on developing those areas.
Stay updated on industry practices: Stay informed about the latest practices and trends in the hospitality industry. This will help you anticipate potential challenges and proactively address them.

What interviewers are evaluating

Interpersonal skills
Problem-solving skills
Communication skills
Ability to work under pressure
Time management skills