Certified Nursing Assistant (CNA) Prometric Practice Exam 2025 – Your All-In-One Guide to Exam Success!

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Which of the following is an appropriate response when a resident is upset?

Ignoring their feelings

Listening empathetically and offering support

Listening empathetically and offering support is the most suitable response when a resident is upset. This approach acknowledges the resident's feelings and validates their experiences, which is essential in providing emotional care. By using empathy, you create a safe space for the resident to express their concerns, helping them feel heard and understood. This can significantly alleviate their distress and contribute to a more positive interaction.

Empathetic listening fosters trust between the caregiver and the resident, making it easier for the resident to communicate their needs and feelings. This kind of support is aligned with the principles of person-centered care, which emphasize treating residents with dignity, respect, and compassion. By focusing on the emotional needs of the resident, caregivers can promote their overall well-being and comfort.

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Scolding the resident for being upset

Redirecting the conversation quickly

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