Oregon Certified Nursing Assistant State Practice Exam

What is the best way for a nursing assistant to respond to a combative resident?

1. The NA should tell the resident that he will be discharged if he does not stop.

2. The NA should let the resident know that other NAs will refuse to care for him.

3. The NA should remain calm and lower the tone of her voice.

4. The NA should stand as close as possible to the resident.

The correct answer is: The NA should remain calm and lower the tone of her voice.

Remaining calm and lowering the tone of your voice is the most effective approach when dealing with a combative resident. This response helps to de-escalate the situation. When a nursing assistant stays composed, it can provide a sense of security and may help to diffuse the resident's agitation. A calm demeanor can also encourage the resident to mirror that behavior, potentially leading to a more constructive interaction. By using a softer tone, the assistant communicates understanding and patience, which may help the resident feel more at ease. In contrast, other strategies such as threatening discharge or informing the resident that other caregivers will refuse to care for him may escalate the situation further, leading to increased agitation and a breakdown in communication. These approaches can be perceived as punitive or dismissive, which is not conducive to creating a trusting and supportive environment for the resident. Similarly, standing too close may invade personal space, potentially increasing the resident's discomfort or aggression.