Which of the following steps should be used when trying to diffuse and resolve a matter with a difficult or uncooperative patient?

Letting the patient vent is an essential step in diffusing and resolving a matter with a difficult or uncooperative patient. When patients are frustrated or upset, allowing them to express their feelings can help them feel heard and validated. This step is crucial in de-escalating tension, as it demonstrates empathy and acknowledgment of the patient’s experience. By giving them the opportunity to voice their concerns, the medical administrative assistant can gather important information about the issue, which enables them to address it more effectively.

Moreover, this approach can foster a more cooperative atmosphere, as it often leads to a sense of relief for the patient, making them more receptive to finding a resolution. After the patient has had a chance to vent, the administrative assistant can then guide the conversation towards solutions and support.