A client arrives at the clinic late and is very upset. What should a COTA® say to most effectively address the client's feelings?

Choosing the response that acknowledges the client's emotional state while validating their feelings is key in therapeutic communication. By saying, "It must be very difficult," the COTA® effectively expresses empathy and understanding towards the client's upset feelings. This response recognizes the emotional weight of the situation, which helps the client feel heard and validated.

Empathy is critical in establishing a trusting therapeutic relationship. It creates a safe space for the client to express their feelings further, facilitating open dialogue about their emotions and experiences. This particular statement is reflective and supportive, allowing the client to know that their feelings are recognized, which can sometimes provide immediate comfort in a moment of distress.

In contrast, other responses might minimize the client’s feelings or suggest avoidance. For example, suggesting to delay the session until the client has calmed down may imply that their current emotional state is unacceptable. Dismissing their emotions by saying "that's enough of that" would invalidate their feelings and could lead to further distress or disengagement. The option that asks how the COTA® can help is supportive but lacks the nuanced understanding of the client's emotional experience that the chosen response provides.