North Carolina CNA Written Practice Exam

What is the best approach when a resident is frustrated?

1. Dismiss their feelings

2. Encourage them to be quiet

3. Listen and empathize

4. Change the topic quickly

The correct answer is: Listen and empathize

Listening and empathizing with a resident who is frustrated is the most effective approach because it helps to validate their feelings and shows that you respect their emotions. This technique involves actively paying attention to what the resident is expressing and acknowledging their feelings, which can significantly contribute to de-escalating the situation. When a caregiver listens and demonstrates empathy, it fosters a supportive environment, allowing the resident to feel heard and understood. This can lead to a sense of relief and may help them articulate their frustrations more clearly, opening up the possibility for a constructive dialogue about their concerns. By taking this approach, caregivers can build a trusting relationship with residents. This is particularly important in settings where residents may feel vulnerable or anxious. The act of listening not only helps address the specific frustration but can also promote emotional well-being and improve overall care.