Colorado CNA Practice Exam

Which of the following would be the best response by a nursing assistant when a resident becomes angry?

1. The NA can listen closely to the resident to try to find out what caused the anger

2. The NA should ignore the resident

3. The NA should restrain the resident immediately

4. The NA should shout back at the resident

The correct answer is: The NA can listen closely to the resident to try to find out what caused the anger

The best response by a nursing assistant when a resident becomes angry is to listen closely to the resident in order to understand the source of their anger. Active listening is a vital communication skill in healthcare settings, particularly when dealing with difficult emotions. By listening, the nursing assistant can validate the resident's feelings, show empathy, and help to de-escalate the situation. This approach fosters trust and allows for effective problem-solving. The other options, such as ignoring the resident, restraining them, or shouting back, would likely exacerbate the situation. Ignoring an angry resident could make them feel dismissed or undervalued, while immediate restraint can be perceived as punitive and may lead to further distress. Similarly, shouting back would only escalate the conflict and could be damaging to the caregiver-resident relationship. Ultimately, effective listening is key to resolving the anger constructively.