Interviewer: What do you do if service user is upset or agitated?

Tanya:  It depends, as I said before, what, em they might be upset about. It can be anything. Remember service users spend, em, depends on their family and if they’re having a relative or anybody caring enough to give them that support. Some service users spend the entire day in their flat, they never go nowhere, they don't go to a centre, they never go anywhere, never go out. So some days they might go through terrible depression and you might turn up and find them crying and as a carer and you care about that person, you ask, normally for me I will ask ‘what’s the matter?’ And that day can be their husband that day it would have been their 50th anniversary or 60th anniversary, so she remember her husband that day – so I will sit down with her for, you know, just to talk to her and I would ask her if the husband died four years ago, I will ask her, so what happened, how did he die? And she would tell me. You know, if they have kids I will more dwell on positive side, you don’t want to dwell on the negative side, the grieving side, because that would take them way back into the dark. So you dwell on the positive side, you know I think, you know you and Simon had such 49 lovely years, you have beautiful kids, beautiful children and just imagine, he’s no longer suffering, you know, he’s gone to a place to rest and I’m sure he would love for you to be happy and just to remember him. You know, his memories, I know that his memories live on.

Care work can be challenging. It is important to know how to deal with certain situations. How do you talk to a service user who is upset?


Task 1 - summary

Task 2 - empathetic language

When a service user is upset, it is important to say the right things to show that you care and that you ‘feel’ for the service user.