When faced with a family who was being hostile towards staff, Grace Lynn stepped in and immediately helped diffuse the situation. Despite being busy herself, she set aside what she was doing and appropriately intervened with this quickly escalating family. She spent time with the family and uncovered that their anger and hostility was rooted in a lack of communication. She discovered they simply wanted some information regarding their family member's plan of care. Once that was identified, she facilitated a meeting in a private room with the healthcare team so this family could ask questions and have all of their concerns addressed. She is a true psych nurse! Her calm and empathetic demeanor goes a long way with some of the most challenging (and hostile) patients and families.