"What steps do you take to de-escalate the situation and successfully calm both the parent and children? As the nurse to deal with anger we must listen, stay calm and let the patient set the pace, avoid becoming defensive, keep our tone of voice low and control, restate what needs to be said for clarity and acknowledgement of the emotional component of the message (Sheldon & Foust, 2013). If the situation begins to escalate I would seek for assistance. To try and understand the patient's anger the nurse must be patient, actively listen, have self knowledge,experience and maturity (Sheldon & Foust, 2013). I would then comfort the children to let them know everything is okay and offer them a treat if possible. How do you handle a situation where the parent or guardian refuses treatment? I would inform the patients about the consequences of not giving the twins the vaccine . If he still decided not to give the twins the vaccine we would talk about other options available. As the guardian of the twins it is his decision and I must respect that. As the nurse, I should take into consideration that the guardian might have anxiety as he might have fears about the future (Sheldon & Foust, 2013). References Sheldon, L. K. & Foust, J. B. (2013). Communication for nurses: Talking with patients (3rd ed.). Jones & Bartlett" answer this with a comment arouns 80 words"