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CNA-NIC F25 CH4.8
Identify Communication Guidelines for Anger
| Question | Answer |
|---|---|
| Anger is | a natural human emotion |
| who may express anger | residents, their families and friends, and staff members |
| what causes anger | anger has many causes |
| residents may feel anger because | due to illness, fear, pain, grief, loneliness, frustration, or a loss of indepence |
| what types of things can trigger anger | even minor things |
| example of a minor thing that can cause resident anger | change in the dinner menu |
| anger may be a part of | someone's personality |
| how do some people express anger | by yelling, throwing things, being sarcastic, pacing, and threatening others |
| what are some signs of anger | narrowed eyes and clenched or raised fists |
| anger can be expressed by | withdrawing, being silent, or sulking |
| anger can be | difficult to handle |
| NAs should always report | angry behavior to the nurse immediately |
| Angry Behavior Guidelines #1 | Be supportive. Let the resident know you are available to help |
| Angry Behavior Guidelines #2 | Try to find out what caused the resident's anger. Using silence may help him explain. Listen closely as he speaks. Note the exact words the resident uses |
| Angry Behavior Guidelines #3 | Observe the resident's body language |
| Angry Behavior Guidelines #4 | Empathize with the resident. Try to understand what he is feeling |
| Angry Behavior Guidelines #5 | Do not argue. Choose your words carefully. Stay calm. Speak in a normal tone of voice |
| Angry Behavior Guidelines #6 | Treat the resident with dignity and respect |
| Angry Behavior Guidelines #7 | Answer call lights promptly |
| Angry Behavior Guidelines #8 | If the residents anger increases, get the nurse immediately. Stay at a safe distance. |
| Angry Behavior Guidelines #9 | Try to involve the resident in activities, such as taking a walk or listening to music, after he has calmed down |
| what can happen if a resident becomes angry frequently or if his anger is difficult to manage | a care conference may be scheduled to try to reduce the behavior |
| what can be valuable at a care conference regarding angry residents and how is it valuable | an NAs input at a care conference is valuable. They can offer ideas to help identify the cause of the anger and give suggestions for reducing the behavior |
| Assertiveness is | a desired trait (both in and out of the workplace) |
| what does it mean to be assertive | being confident when dealing with other people |
| what shows assertive behavior | expressing thoughts and feelings in a direct, honest and respectful way |
| what is an example of assertive behavior | an NA who asks for help with a resident when needed is being assertive |
| Aggressiveness is different from | assertiveness |
| aggressiveness means | expressing thoughts and feelings in a way that humiliates or overpowers another person |
| what does aggressive behavior show | aggressive behavior does not show respect for the needs or feelings of others |
| what is important for providing the best care for residents | being assertive at work |
| what should an NA do to be assertive at work | share their feelings, thoughts and observations in a respectful way |
| an NA should not | behave aggressively in the workplace |
| what can aggressive behavior result in | physical and emotional harm |
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