Homework Answers
ACTION
The most appropriate action is to LISTEN Mrs.Jone.
Express a positive attitude and body language of listening to express that she is correct even if its not.
REASON
The complaining character shows that she is unhappy or under stress. So the process of listening will encourage her to relax and gives a feeling that the personal support worker can understand herself. It is the way to start an effective communication. Later will make her to express out the real problem.
If starts to replay back or argue with her will makes the situation worse and unable to solve problem.
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