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