"I have found it is common for patients, family members, or carers to lash out at those trying to help when they are frustrated, scared, or in pain. When a patient, family member, or carer yells at me, I want to see why they are upset and resolve the issue. I calmly ask them why they are yelling at me. Once I understand why they are yelling at me, I can decide how to address their concerns and make them happy. If a patient lashes out at me because of a medical condition or mental health issue, I will address their health or mental health concerns by notifying a nurse or doctor. 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 those I am working with happy."