The Big Picture
Anger often has something underneath it. A client or family member might feel frustrated, afraid, anxious, hurt, in pain, or helpless. Illness, disability, loss of body function, and loss of independence also relate to anger.
Your job is to notice how anger appears and respond with respect. Stay calm, listen, avoid arguing, and report the client’s behaviour to your supervisor. If you think you are in danger, leave the client and call your supervisor.
Look for Nova Scotia CCA Notes throughout this page for current provincial guidance.
Quick tip: Tap, click, or press Enter on any term with a dotted underline and an ⓘ icon to see its plain-English definition.
Start Here If You’re Overwhelmed
Focus on these core ideas:
- Anger often connects with frustration, anxiety, fear, pain, hurt feelings, loss of independence, or helplessness.
- Verbal communication includes spoken signs of anger such as shouting, a raised voice, threats, or rapid speech.
- Nonverbal communication includes signs such as pacing, clenched fists, glaring, or getting too close.
- Stay calm and professional. Do not argue or answer anger with anger.
- Report the client’s angry behaviour to your supervisor.
- If you think you are in danger, leave the client and call your supervisor.
Jump to:
Course Notes: Key Ideas You Need to Know
Why a Client Might Feel Angry
Anger is a common response to illness and disability for both clients and family members.
Possible reasons include:
- frustration
- anxiety
- fear
- pain
- hurt feelings
- feeling that self-esteem is under attack
- loss of body function
- loss of independence
A person who feels angry often also feels helpless about the situation.
Anger is also a symptom of diseases that affect thinking and behaviour. People who abuse alcohol or drugs can show anger. Some people are often angry or unhappy, and few things please them. There are many possible reasons for this demeanour .
CCA action: Do not judge an angry client. Report the angry behaviour to your supervisor and continue giving compassionate, high-quality care.
Verbal Signs of Anger
Verbal communication means messages sent through spoken words.
Verbal signs of anger include:
- outbursts
- shouting
- a raised voice
- rapid speech
- telling you what to do
- threatening you
Nonverbal Signs of Anger
Nonverbal communication means messages sent without words.
Signs include:
- rapid movements
- pacing
- clenched fists
- a reddened face or neck
- glaring
- moving too close while speaking
- violent behaviour
Body language forms part of nonverbal communication. Gestures, posture, and facial expressions give information about a person’s physical, mental, or emotional state.
Other Ways Anger May Appear
Some clients remain silent when they are angry. Others become uncooperative and refuse to answer questions.
Effective communication is important for preventing and dealing with anger.
Communicate with Respect and Dignity
Recognize that an angry client is feeling frustrated or frightened. Think about the client’s situation and how you would want someone to treat you.
Treat the client with respect and dignity throughout the interaction.
Answer Questions Clearly
Answer the client’s questions clearly and thoroughly.
CCA action: If you cannot answer a question, tell the client that your supervisor will answer it.
Keep the Client Informed
Tell the client what you plan to do and when you plan to do it.
Do not leave the client waiting for long periods. If you tell the client you will do something, follow through promptly.
Stay Calm and Professional
Speak in a normal tone.
Do not answer the client’s anger with anger of your own. Try not to take the anger personally. The anger relates more to the client’s feelings than to you or the care you provide.
Avoid: Do not argue with the client.
Listen and Use Silence
Give the client time to express angry feelings.
Listen instead of arguing or taking over the conversation. Silence also has value. The client sometimes feels better after expressing those feelings.
Protect Yourself from Violence
Safety: Protect yourself from violent behaviour.
If you think you are in danger:
- Leave the client.
- Call your supervisor.
Report Angry Behaviour
Report: Tell your supervisor about the client’s behaviour.
Discuss with your supervisor how you should deal with the client.
Nova Scotia CCA Note
Sorrentino’s Canadian Textbook for the Support Worker, 5th Edition tells you to leave and call your supervisor when you think you are in danger. Nova Scotia’s current CCA Occupational Standards of Practice adds workplace-specific direction. CCAs must understand and apply employer policies and procedures, including their responsibilities within risk-management and emergency protocols. (novascotiacca.ca)
The Nova Scotia standards also say that CCAs monitor a person’s behaviour, recognize when changing needs or symptoms should be reported, and respond to behavioural expressions using planned interventions and strategies. (novascotiacca.ca)
Why this matters in Nova Scotia: Keep Sorrentino’s safety and reporting rules in mind, while also following the planned response strategies and employer procedures that apply in your Nova Scotia workplace.
Official source: Continuing Care Assistant Occupational Standards of Practice
Last checked: September 4, 2026
Training for Difficult Situations
Courses exist to teach workers how to deal with angry clients.
In most provinces, this type of training is called Non-Violent Crisis Intervention. Other courses also exist, depending on the area.
Exam Clue Words
- Do not: Do not argue with the client or respond to the client’s anger with your own anger.
- Report: Report the client’s behaviour to your supervisor.
- If: If you think you are in danger, leave the client and call your supervisor.
Fast Review
Anger has many possible causes and appears in both spoken and unspoken ways. Focus on what you notice, how you respond, and when safety requires you to leave.
- Frustration, anxiety, fear, pain, hurt feelings, loss of function, and loss of independence all relate to anger.
- Angry people often also feel helpless.
- Verbal signs include shouting, rapid speech, threats, and a raised voice.
- Nonverbal signs include pacing, clenched fists, glaring, redness of the face or neck, and moving too close.
- Treat angry clients with respect and dignity.
- Stay calm, speak normally, and do not argue.
- Listen and allow the client time to express angry feelings.
- Keep the client informed and follow through promptly on what you say you will do.
- Report the client’s behaviour to your supervisor.
- If you think you are in danger, leave the client and call your supervisor.
Final Pep Talk
There are several signs and response rules here, so focus first on the pattern. Notice the anger, stay respectful and calm, remember your safety action, and keep the reporting step clear in your mind.