Final answer:
In such a situation, it is important for the CNA to provide emotional support to the upset resident. Actively listen, offer empathy, and address their concerns by involving the appropriate staff members.
Step-by-step explanation:
If a resident reads mail and gets upset, it could indicate that the mail contains some distressing news or an upsetting event. In such a situation, as a CNA (Certified Nursing Assistant), it is important to provide emotional support to the resident. You can start by actively listening to the resident's feelings and offering empathy. Encourage them to express their concerns and try to address them by involving the appropriate staff members.
For example, if the mail contains bad news about a loved one's health, offer reassurance and let the resident know that the medical staff is available to provide updates and support. If the mail contains upsetting information about their personal affairs, you can offer to help them contact their family or legal representative for assistance. Remind the resident that you are there to support them and that their well-being is a top priority.