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Utilizing therapeutic communication to clarify what has upset the patient is an effective strategy for diffusing a critical situation because it demonstrates active listening and helps the nurse understand the patient's feelings and concerns. By asking open-ended questions or encouraging the patient to express their thoughts, the nurse can gather essential information that may de-escalate the intensity of the situation. This approach fosters a supportive atmosphere, enabling the patient to feel heard and validated, which can reduce anxiety and feelings of frustration.

Therapeutic communication is centered on building an empathetic relationship, and understanding the underlying issues that contribute to a patient's distress is crucial. By seeking to clarify and understand the patient's perspective, the nurse can establish rapport and potentially identify solutions or alternatives to address the patient's concerns. This process can lead to a more collaborative and peaceful resolution, rather than imposing authority or providing unsolicited advice.