New York City Certified Nursing Assistant (CNA) Practice Exam

Remaining calm, listening to the patient, and validating their feelings is the appropriate response because it addresses the patient's emotional state directly. Patients may express anger for various reasons, such as pain, frustration, or feeling powerless. By actively listening, the CNA shows empathy and understanding, which can help de-escalate the situation. Acknowledging the patient's emotions can make them feel heard and respected, potentially reducing their anger and facilitating better communication.

In healthcare settings, building trust and rapport is crucial, especially when a patient is upset. This approach not only diffuses tension but also encourages the patient to express their concerns more constructively. It demonstrates professional maturity and enhances the therapeutic relationship, paving the way for better patient care and cooperation.

Responses that involve disregarding the patient's feelings, arguing with them, or immediately calling for security can escalate the situation and further alienate the patient. These approaches are less effective in fostering a supportive environment, crucial for healing and comfort.