Final answer:
In a situation where a patient is yelling and angry, the key steps include choosing words carefully, staying calm, listening actively, asking open-ended questions, restating their concerns for clarification, focusing on solving the problem, and if unresolved, getting the supervisor or HR department involved.
Step-by-step explanation:
When approached by a patient who is yelling and angry, it is crucial to handle the situation with care and professionalism. First, choose your words carefully so as not to escalate the situation. It's important to stay as calm as possible and show that you're willing to listen. Demonstrating empathy by listening to the other side of the story can help defuse the tension. To avoid confrontation, do not suggest you are right and the patient is wrong; it's better to remain open and respectful.
Engaging with open-ended questions may provide clarity on what's upsetting the patient without making them feel cornered. When the patient has expressed their concerns, restate what you heard to confirm understanding and to show that you are actively listening. This approach can be affirming for the patient and help move towards a resolution.
While focusing on solving the problem instead of attributing blame, if the conflict persists or is beyond your ability to manage, you should consider involving your supervisor or HR department for further assistance.