Final answer:
When approached by an angry and yelling patient, a medical assistant should remain calm and listen actively to understand the patient's concerns.
Step-by-step explanation:
When a medical assistant is approached by an angry and yelling patient, it is important to respond calmly and professionally. The best course of action is to remain calm and listen actively to understand the patient's concerns. By staying calm, the medical assistant can help de-escalate the situation and create an environment where effective communication can take place. It is essential to choose words carefully to avoid inflaming the situation and to avoid suggesting that you're right and the other person is wrong. Instead, focus on solving the problem and finding a mutually agreeable solution. If the conflict cannot be resolved, the medical assistant can seek guidance from a supervisor or the HR department.