How do you respond if a patient or caregiver yells at you?

"I have found it is common for patients or caregivers to lash out at those trying to help when they are frustrated, scared, or confused. When a patient yells at me, I try to find the immediate cause and rule out pain as the cause of their behavior. If they are not in pain, I will try to shift their focus to another activity or try another calming technique. If a caregiver yells at me, I will remain calm and ask why they are upset. In my experience, I have found that people want to be heard and understood and have their concerns addressed. For me, it's about remaining calm and professional while diffusing the situation and making the patient or caregiver happy."