State Tested Nursing Assistant (STNA) Practice Exam

What is an important first step when caring for a resident who is upset?

1. Suggest they take a minute to themselves.

2. Listen to their concerns respectfully.

3. Redirect them to another activity.

4. Focus on calming them with medication.

The correct answer is: Listen to their concerns respectfully.

Listening to a resident's concerns respectfully is a crucial first step when they are upset. This approach demonstrates empathy and validates their feelings, which can help to de-escalate the situation. By giving the resident your full attention, you allow them to express their thoughts and emotions, which can provide relief and establish trust. Understanding their perspective is essential in providing appropriate support and addressing the root cause of their distress. In contrast, suggesting they take a minute to themselves or redirecting them to another activity may not adequately address the resident's immediate emotional needs. While those options might be helpful later, they do not prioritize the importance of acknowledging the resident's feelings initially. Focusing on calming them with medication should be a last resort and typically requires a healthcare professional’s assessment, as not all situations necessitate medical intervention.