Apatient approaches you yelling that their scheduled appointment was one hour ago and they still haven't been seen. they angrily point their finger as they complain that their boss will be furious if they're late back to work. your goal is to prevent the situation from escalating. what should you avoid doing? a. act calm, keeping your hands open and visible b. reach out and touch their shoulder c. demonstrate supportive body language d. listen to what they are saying