Question

When a resident is expressing anger, the nurse aide should

(A) correct the resident's misperceptions.
(B) ask the resident to speak in a kinder tone.
(C) listen closely to the resident's concerns.
(D) remind the resident that everyone gets angry

Answer 1

The nurse aide should listen closely to the resident's concerns when they express anger, focusing on understanding and problem-solving while remaining respectful and calm.

Step-by-step explanation:

When a resident is expressing anger, the nurse aide should listen closely to the resident's concerns. This approach aligns with best practices for conflict resolution which involve choosing words carefully to avoid further inflaming the situation, staying calm, and listening actively. It is important to avoid suggesting that you're right and the other person is wrong; instead, remain open and respectful, focusing on solving the problem rather than assigning blame. Asking open-ended questions can help to understand the other person's position and restate what you heard to confirm understanding, which can be affirming for the resident. If the conflict cannot be resolved, speaking with a supervisor or HR may be necessary.