Stay cool in hot situations. What do you do when a parent or patient is argumentative? First, lean back to diffuse any negative energy. Second, commiserate with them by saying “Mr. Smith. I’m delighted that you shared this with me. We want to try to satisfy you if we can.” Third, there is occasionally a parent or patient who is so over-the-top that you cannot win. Let them say what they have to say, apologize for their unhappiness, and, if possible, try to find a solution. If you can’t resolve the matter just remember, there are some patients who may not be the right fit for your practice.