If a client is upset and you are unsure if you understood their concerns, what should you do?

When a client is upset, it's crucial to ensure that you fully understand their concerns before moving forward. Restating their basic ideas in your own words serves multiple purposes. It not only shows the client that you are actively listening, but it also gives them the opportunity to clarify or correct any misunderstandings. This technique, often referred to as reflective listening, can help to de-escalate the situation by demonstrating empathy and validating their feelings.

Engaging in this way fosters a supportive environment where the client feels heard and respected. This approach can lead to a more productive conversation where their concerns can be addressed appropriately, which is essential in providing effective home care.