Trainer's tip: Dealing with an angry resident
LTC Nursing Assistant Trainer, August 13, 2009
Want to receive articles like this one in your inbox? Subscribe to LTC Nursing Assistant Trainer!
If a resident becomes angry, there are multiple steps that CNAs are encouraged to take in order to reduce the potential for harm while attempting to diffuse the situation. Keep your mood, facial expression, body language, and voice calm, quiet, and relaxed. Do not argue. This will only increase the individual’s anger and cause the incident to get worse. Maintain eye contact. Keep a clear exit for yourself, making sure the angry individual isn’t blocking your way to the door. Use the skill of reflection. Reflect the individual’s feelings back to him or her to get a sense of what is causing the anger. Don’t pass judgment on someone’s words or behavior. Stay open minded and listen actively to hear the underlying feelings and concerns. After you have listened to the reasons for the individual’s anger, help him or her solve the problem or handle the situation.
This is an excerpt from HCPro’s book, The CNA Training Solution, Second Edition.
Want to receive articles like this one in your inbox? Subscribe to LTC Nursing Assistant Trainer!
Related Products
-
PPS Alert for Long-Term Care
Looking for a tool to make your job easier? PPS Alert for Long-Term Care, exclusively for the RN or MDS coordinator, is your...
-
CNA Training Advisor: Lesson Plans for Busy Staff Trainers
Finally-a staff training program that really works!
-
The Long-Term Care Nursing Assistant's Guide to Advanced Restorative Skills
This book is written specifically for RNAs or nursing assistants to help them provide quality restorative care. Author...
-
Goal-Driven Restorative Nursing:
This 90-minute presentation gives you the information and tools you need to develop and maintain a successful restorative...
-
Breaking the ADL Code: A Team Approach to MDS 3.0 Documentation
Use this comprehensive, 20-minute video to train your entire nursing team—CNAs, RNs, and MDS coordinators—on the new ADL...
Most Popular
- Articles
-
- HIPAA Q&A: Flu shot requirement for hospital employees
- HealthDataInsights posts new issues for medical necessity claims
- Q&A: Incidental disclosures and patient privacy
- New FAQ posted on storing laryngoscope blades
- Sneak Peek: Effort underway to establish caseload benchmarks
- Tip: Perform your own internal investigation prior to government audit
- What does case-mix index mean to you?
- HIPAA 5010 deadline extended, but threat remains, says AMA
- HHS task force: Consider privacy, security with text messages
- Capturing all necessary codes for IUD insertion and removal can be challenging
- E-mailed
-
- HIPAA Q&A: Flu shot requirement for hospital employees
- What does case-mix index mean to you?
- Featured blog post: Nurses face felony charges after reporting physician to the Texas Medical Board
- HHS task force: Consider privacy, security with text messages
- Running an effective peer review committee meeting
- Tip: Correctly code bilateral pain management procedures
- Tip: Know the common bunionectomy procedure codes and how to use them
- Code changes should help ease the pain when coding for facet joint injections
- 2012 CPT code changes for ASCs: Shoulder and knee scopes and pain management
- Documentation and coding for toxic metabolic encephalopathy
- Searched