Which of the following is the best approach for a medical assistant when speaking with a patient who is upset?

• A. Ignore the patient's emotions and focus only on medical procedures
• B. Tell the patient to calm down and stop being emotional
• C. Quickly end the conversation to avoid further conflict
• D. Listen actively and show empathy toward the patient's feelings

Answer: (D)

Verified step by step guidance

1. Understand the importance of communication skills in healthcare, especially when dealing with upset patients, as this can impact patient satisfaction and treatment outcomes.
2. Recognize that ignoring a patient's emotions or telling them to stop being emotional can escalate the situation and damage trust.
3. Acknowledge that quickly ending the conversation may leave the patient feeling unheard and dissatisfied.
4. Learn that active listening involves fully concentrating, understanding, responding, and remembering what the patient says, which helps in validating their feelings.
5. Show empathy by expressing understanding and concern for the patient's feelings, which can help de-escalate emotions and build a positive rapport.