Final answer:
A medical assistant should handle an angry and yelling patient by choosing words carefully, listening to the patient's side of the story, remaining open and respectful, asking open-ended questions, restating what the patient said, and focusing on problem-solving.
Step-by-step explanation:
The medical assistant should handle the situation by:
- Choosing words carefully to avoid worsening the situation.
- Remaining calm and listening to the patient's side of the story.
- Avoiding a confrontational stance and remaining open and respectful towards the patient.
- Asking open-ended questions to understand the patient's position better.
- Restating what the patient said to show active listening.
- Focusing on solving the problem rather than blaming the patient.
If the medical assistant is unable to resolve the conflict, they may consider seeking assistance from a supervisor or the HR department.