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Question:

What should the nurse aid do when a patient complains that his children never visit?

A Listen quietly as he talks about his feelings
Explaination

Good communication aims for mutual understanding. There is often another emotion present if a customer complains or seems angry. The customer may actually be sad, disappointed, or feeling abandoned. You can understand of a patient's true feelings when spending a few minutes listening. Reflect back what you are hearing and ask gentle questions. The customer may be relieved and ready to talk about solutions.