Answer:

• Regardless of how we perceive the situation, listen to their concerns. 
• "Recognize their feelings:" I can see that you are really angry. 
• Invite them to tell their story: "What's bothering you, can you tell me?" And listen to priorities that we will be able to resolve. 
• To better explore a scenario, reframe feelings or circumstances as 'adverse or difficult' to a potential or stimulus. 
• To listen, smile, make eye contact, don't cross our arms, etc. Match our body language. 
• Avoid disturbance
• To negotiate a concrete target, use skills such as empathy, reflection, and affirmation. Sometimes it can be as straightforward as saying that we can ask the doctor to send them a call. 
• Empathy: "It seems like it's very disturbing and painful what you are going through" 
• "Reflection:" And I hear you thinking something you're really nervous about ?
• "Validation:" You get, rightly, angry about
• "Negotiate:" Now it's hours out, so all I can do is ?
• Cultural protection offers an environment accepting of the culture and values of a person. It is important to be mindful of any religious or moral values or practices that an entity has.  When old adult are in a palliative state, spiritual treatment may become more important to individuals, and their spiritual needs may involve finalizing tasks they have set out to do and making peace with others or religious or philosophical values.