Apatient approaches you yelling that their scheduled appointment was one hour ago and they still haven’t been seen. they angrily point their finger as they complain that their boss will be furious if they’re late back to work. your goal is to prevent the situation from escalating. what should you avoid doing?
a. act calm, keeping your hands open and visible
b. reach out and touch their shoulder
c. acknowledge the patient’s frustration
d. listen to what they are saying

B.

Explanation:

In a situation that is quickly escalating, you need to try to do your best and try to de-escalate the situation. This can be done by staying calm, listening to what the individual has to say, and acknowledge the patient's frustration. This should cause the individual to feel as though you are taking an interest in listening to him/her and helping them find a solution. What should be avoided at all costs is making physical contact with the patient as it might be taken as a sign of aggression/hostility and escalate the situation even more.

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