Final answer:
In dealing with an angry patient, it is crucial to remain calm, listen actively, and communicate respectfully to de-escalate the situation, with the possibility of involving a supervisor if resolution is not possible.
Step-by-step explanation:
When dealing with an angry patient, it is important to remain calm and use your communication skills effectively to de-escalate the situation. One should choose their words carefully to avoid further inflaming the situation and listen actively to the patient's concerns. It is advisable to ask open-ended questions to understand the patient more deeply and to restate their points to confirm understanding.
Avoiding blame and focusing on problem-solving are key, and if the conflict cannot be resolved, it may be necessary to involve a supervisor or the HR department. Professional behavior, such as returning promptly from breaks, maintaining appearance, and treating everyone with respect are also essential in managing workplace conflicts.