Final answer:
When dealing with an angry and yelling patient, a medical assistant should remain calm, speak softly, listen attentively, choose their words wisely, and focus on resolving the issue. Option 3, which advises maintaining a calm demeanor, is the most appropriate action.
Step-by-step explanation:
When approached by a patient who is angry and yelling, a medical assistant should choose their words carefully so as to not inflame the situation further. It is important to stay as calm as possible and listen to the patient's concerns. Engaging in behaviors such as matching the patient's intensity, ignoring them, or responding with anger are not appropriate and will likely escalate the situation.
Instead, the medical assistant should speak softly and maintain a calm demeanor (Option 3). This involves avoiding any suggestion that you are right and the patient is wrong, remaining open and respectful throughout the interaction. Asking open-ended questions can help to understand the patient's position better, and restating what the patient says can affirm that they are being heard and help to avoid misunderstandings. Lastly, the focus should be on solving the problem rather than assigning blame. If the conflict is not resolvable, it may be appropriate to speak with a supervisor or someone from the HR department.