Use a STAR story when answering questions about situations you handled on previous jobs. Stories are usually easier for the interviewer to remember. STAR stands for situation, task, action and result, according to Rasmussen College. Describe how you confronted an angry customer on a retail sales job and calmly asked him what was wrong -- the situation and task. Subsequently, you refunded his money for a defective cellphone and replaced it with a new one. Result: The customer was happy with his new cellphone. Firefighters deal with confrontation on a regular basis, so keep your responses to this question related to customer conflicts, problem employees or even rescues.