Final answer:
When approached by an angry and yelling patient, a medical assistant should remain calm, listen attentively, and avoid apologizing immediately. Choosing words carefully and speaking respectfully can help de-escalate the situation.
Step-by-step explanation:
When a medical assistant is approached by an angry and yelling patient, it is important to handle the situation in a professional and calm manner. The best course of action for the medical assistant would be to remain calm and composed. This means not displaying any negative emotions or reacting defensively.
The assistant should listen attentively to the patient's concerns and try to understand their perspective. It is important to avoid apologizing immediately, as this may escalate the situation further. Instead, the assistant should focus on addressing the patient's concerns and finding a solution to the problem at hand.
Speaking loudly should be avoided, as it can escalate the situation further. Choosing words carefully and speaking in a respectful manner can help de-escalate the patient's anger and create a more positive interaction. If the conflict cannot be resolved, it may be necessary to involve a supervisor or the HR department.