A resident suddenly shouts and curses at the nursing assistant during care. What is the best first response?

• A.Shout louder than the resident so you are heard clearly
• B.Threaten to stop all care if the shouting continues today
• C.Remain calm, keep your voice low and steady, and avoid arguing back
• D.Laugh at the resident to show the words do not matter

Why

A calm, low voice and a non-argumentative stance help de-escalate agitation and model control. Shouting, threats, and mocking increase the chance of further escalation.

Content outline: Psychosocial Care Skills - Emotional and Mental Health Needs: Confused and Combative Residents · From the Psychosocial Care Skills practice bank (PS-051).

Practice this domain as a full test

More Caring for the Confused or Combative Resident questions

• While a resident is agitated and pacing in his room, where should the nursing assistant position herself?
• A usually cooperative resident becomes combative at bath time and tries to push staff away. What should be considered as a possible trigger?
• After an episode of agitation, what should the nursing assistant document and report?
• A resident swings an arm toward the nursing assistant during an outburst. What is the safest action?
• Which tone and approach are most likely to calm an agitated resident?