State Tested Nursing Assistant (STNA) Practice Exam

Listening closely to the resident's concerns is crucial when a resident is expressing anger. This approach demonstrates empathy and validates the resident’s feelings, which is important for de-escalating a potentially volatile situation. By actively listening, the nurse aide can better understand the underlying issues, provide reassurance, and find appropriate ways to address the resident's frustrations. It fosters a supportive environment where the resident feels heard and respected, which can lead to better communication and resolution of their concerns. Engaging with a resident's anger by listening rather than correcting or admonishing can also help in building trust and rapport, promoting a more positive interaction. This technique not only helps to diffuse immediate anger but can also contribute to the resident's overall emotional well-being.