Final answer:
A medical assistant should speak softly, maintain eye contact, and acknowledge an angry patient's feelings. Remaining calm, asking open-ended questions, confirming understanding, and working on solutions collaboratively are essential steps. If resolution is not achievable, seeking assistance from a supervisor or HR is recommended.
Step-by-step explanation:
When dealing with an angry patient, a medical assistant should take a professional and calm approach to defuse the situation. The correct action would be option c) Speak softly, maintain eye contact, and acknowledge the patient's feelings. This approach involves using careful communication to ensure the patient feels heard and understood.
Here are some steps to manage the situation effectively:
- Remain calm and use a gentle tone of voice to avoid escalating the situation.
- Make eye contact to show attentiveness and respect.
- Listen actively to understand the patient's concerns and acknowledge their feelings without judgment.
- Ask open-ended questions to gather more information and show that their point of view is important.
- Restate the patient's concerns to confirm understanding and prevent miscommunication.
- Collaboratively work on a solution rather than placing blame.
- If the situation does not improve, seek assistance from a supervisor or the HR department.
It is crucial always to maintain professionalism and empathy to foster a positive outcome.