Communication & CultureQuestion 32 of 200
Two family members argue loudly at the bedside about a parent's care. The CNA should first:
a.Tell them to leave the building
b.Calmly acknowledge the tension, ensure the resident is safe and comfortable, invite the family to a quieter area, and notify the nurse or social worker
c.Take sides with the calmer family member
d.Walk away and let them resolve it
Explanation
De-escalation involves remaining calm, acknowledging feelings, redirecting to a private space, and engaging appropriate professionals (nurse, social worker) for facilitated discussion. The resident's emotional safety is the first priority; arguments at the bedside cause distress. Siding (a) inflames conflict; ignoring (b) abandons the resident; expelling family (d) is rarely necessary and damages the therapeutic relationship and visitation rights.
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