Final answer:
The MA should 2)remain calm, use carefully chosen words, ask open-ended questions to understand the patient's concerns, and focus on solving the problem.
Step-by-step explanation:
When a Medical Assistant (MA) is approached by a patient who is angry and yelling, the best course of action for the MA is to remain calm. It is important to choose your words carefully to avoid escalating the situation further. Rather than displaying emotion or speaking loudly.
which could exacerbate the situation, the MA should listen actively to the patient's concerns. This involves asking open-ended questions and restating what the patient says to affirm that their concerns are being heard and understood.
Throughout the interaction, the focus should be on solving the problem, not on who is right or wrong. If the conflict cannot be resolved directly, consulting with a supervisor or Human Resources (HR) department may be necessary.