When answering this question, focus on a specific example where you successfully managed a difficult or confrontational situation. Describe the context, the actions you took, and the outcome. Emphasize your communication skills, ability to stay calm under pressure, and problem-solving abilities. For example:
"In my previous role, I encountered a situation where a customer was caught attempting to shoplift. The customer became very agitated and confrontational when approached. I remained calm and professional, explained the situation clearly, and followed our protocol by involving store management and security. By maintaining a composed demeanor and clear communication, we were able to resolve the situation without escalation, and the customer was escorted out of the store without further incident."
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