"I try to show empathy and understanding for their frustration, and when possible, offer a blanket apology that they are experiencing this and allow them to vent if possible before I start talking. I stay kind, focused, and direct and am mindful of my personal space. I always try to pay attention to my words and body posture. I don't touch them or give them false assurances. I try to remain in their space as much as possible and be a kind, calm presence for them."

"I observed a patient disagreeing with my preceptor during one of my clinical shifts, and I hope to handle the situation the way she did. The patient was in our unit after open-heart surgery. Their doctor had added a new medication to their daily meds based on the patient's heart rhythm. The nurse explained to the patient what the medication was and the rationale behind taking the medication. The patient declined to take the medication, saying he felt he was on too many medications already. The nurse was calm and empathetic and reiterated why the medication was important for the patient. The patient still declined to take the medication. The nurse called the patient's doctor and explained that the patient wasn't willing to take the medication. The nurse documented interactions with the patient and the physician and calmly and kindly cared for the patient for the remainder of our shift. When patients don't agree with me or their plan of care, I hope to help them understand the reasoning behind their plan of care. If I can't get the patient to agree, I will communicate efficiently and respectfully with the patient and their doctor and document all communication ."