"I always try to "warm up" my patient before presenting a procedure like an injection or a request for them to take medication. I have found that sitting next to them and talking and bringing a sticker or toy into the room helps them to be less stressed and calmer. I always make sure I explain to the child and the parent what I'm going to do to build trust, even if it's just taking their blood pressure. If it's a critical task like medication, I will often see if the parent has a technique they know works or would be willing to assist me."

"I know children are often afraid of shots or medication, and sometimes even having their blood pressure checked. Patients in pain or not feeling well can often be more combative or difficult to treat. I always explain what I'm doing and how it will help them feel better and get home sooner. It's important to ask questions, just in case the child doesn't want to take medicine because they experienced a side effect. Perhaps it makes them dizzy or nauseated, so it's always important to ask and try and understand why they are refusing treatment or medicine, especially if they are an older child. If they are more comfortable with another nurse, aide, or even family member, I will enlist their help to make things as smooth as possible."

I encourage the nurses to build trust and rapport with the patient. Talk to the patient in a calm voice with a low tone. Allow the patient to see and touch things when possible. For example, if I have a child who is screaming and crying everytime I try to listen to them with the stethoscope, I will show them the stethoscope and let them touch it. It also can help to pretend you are doing it to mom or dad first so the child sees it will not hurt them. If it is something like a shot or painful procedure, I teach the nurses to use distraction with the patient. Another great technique is to use mom or dad to help either distract the child or help administer the medicine when possible.