An appropriate response to a severely agitated client would include:
A)"the staff is right,you've got to accept their judgment.They are professionals and know what is best for you."
B)"I'll see what can be done about the problem.Just calm down!"
C)"it's clear somebody has messed up.They have no right to treat you that way.You've a right to complain."
D)"I understand how angry you must be.Before I can do anything though,I need to hear you calmly and clearly tell me what's bothering you so I can determine what needs to be done."

Question

An appropriate response to a severely agitated client would include:​
A)"the staff is right,you've got to accept their judgment.They are professionals and know what is best for you."
B)​"I'll see what can be done about the problem.Just calm down!"
C)​"it's clear somebody has messed up.They have no right to treat you that way.You've a right to complain."
D)"I understand how angry you must be.Before I can do anything though,I need to hear you calmly and clearly tell me what's bothering you so I can determine what needs to be done."

Quizplus · Accepted Answer

In this situation, it is important to acknowledge the client's emotions and show empathy. Option D demonstrates this by validating the client's anger and redirecting their energy towards identifying the issue at hand. It also sets a clear expectation that their behavior needs to be calm in order to resolve the situation. Option A dismisses the client's feelings and implies blind trust in the staff without acknowledging the issue. Option B is dismissive and may further escalate the client's agitation. Option C validates the client's feelings, but also implies blame and does not offer a constructive solution.

An Appropriate Response to a Severely Agitated Client Would Include:​

An Appropriate Response to a Severely Agitated Client Would Include: