If you find yourself in a contentious situation, try defusing the situation with some of the following techniques:
- Maintain an open and empathetic tone of voice
- Maintain eye contact (unless this would be perceived as culturally insensitive)
- Maintain an open body stance. Do not cross your arms.
- Listen and do not interrupt
- Avoid being defensive
- Use “I” messages, such as “I thought that . . .” or “I believe . . .”
Source: Stressed Out: About Your First Year of Nursing, HCPro, Inc., 2006. For more information on our series of Stressed Out books, visit www.stressedoutnurses.com
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