Questions: What is a best practice for a pharmacy technician when handling a conflict with an upset customer? Listen actively and empathize with the customer's concerns. Ignore the customer's emotional state and focus on solving the problem quickly. Suggest that the customer speak to a different staff member who might help better.

The answer is the second one: Listen actively and empathize with the customer's concerns.

Explanation for each option:

1. Escalate the situation by asserting the pharmacy policies: This is not a best practice because it can make the customer feel unheard and more upset. Asserting policies without addressing the customer's concerns can escalate the conflict rather than resolve it.

2. Listen actively and empathize with the customer's concerns: This is the best practice. Active listening and empathy help to de-escalate the situation by making the customer feel understood and valued. It can lead to a more constructive conversation and a better resolution.

3. Ignore the customer's emotional state and focus on solving the problem quickly: Ignoring the customer's emotions can make them feel disregarded and can worsen the conflict. Addressing both the emotional and practical aspects of the issue is important for effective conflict resolution.

4. Suggest that the customer speak to a different staff member who might help better: While this might sometimes be necessary, it is not the best first step. It can make the customer feel like they are being passed around without their concerns being addressed. It is better to first try to resolve the issue yourself.

Summary: The best practice for a pharmacy technician when handling a conflict with an upset customer is to listen actively and empathize with the customer's concerns. This approach helps to de-escalate the situation and leads to a more effective resolution.