When a medical assistant is communicating with a patient who is upset, which of the following mechanisms indicates the assistant is receptive and listening?

Maintaining an open posture toward the patient is essential in creating a welcoming and supportive environment, especially when a patient is upset. An open posture, which includes facing the patient directly, keeping arms uncrossed, and sitting or standing in a relaxed manner, signals to the patient that the medical assistant is engaged and receptive to their concerns. This non-verbal cue encourages open communication and helps the patient feel valued and heard, which is particularly important in difficult conversations.

While maintaining eye contact can also convey attentiveness, the overall body language of an open posture is a stronger indicator of receptiveness. Nodding the head occasionally may show agreement or understanding but does not provide the same level of engagement as an open posture. Crossing arms, on the other hand, may appear defensive or closed-off and can inadvertently escalate the patient's distress.