Final answer:
Being calm and patient is crucial for dealing with residents who are confused and easily upset as it promotes a peaceful environment and prevents the situation from worsening. Effective communication includes carefully choosing words, maintaining calm, and focusing on problem-solving rather than assigning blame.
Step-by-step explanation:
Being calm and patient is important for residents who are confused and easily upset. These qualities help by avoiding aggravation and promoting a peaceful environment. To communicate effectively with someone who may be distressed, it is crucial to:
- Choose your words carefully to prevent escalating the situation.
- Maintain calm and listen to the other person's perspective.
- Avoid insinuating that you're correct and the other person is wrong, but rather keep an open and respectful dialogue.
- Ask open-ended questions to better understand the other person's position instead of being confrontational.
- Restate what the person has said to ensure understanding and to affirm that you are paying attention.
- Concentrate on resolving the issue, not assigning blame.
- When necessary, seek guidance from a supervisor or HR department if the conflict cannot be resolved.
By following these approaches, you can maintain a stable and positive interaction that is more likely to lead to a resolution that satisfies everyone involved.