Health care providers face challenging situations with patients and families in their daily work. Staff unwittingly makes situations a contest or a power struggle between patients or families and staff. It can be difficult for staff members to understand why some parents are frequently absent from the hospital and spend little time with their baby. When parents seem to avoid spending time with their baby, the nurse can provide support and encouragement and underscore their importance in the baby’s life. Staff may resent families who insist on being present all the time. Parents play an important role in the care and well-being of their baby. During hospitalization, parents learn about and connect with their baby. Perhaps the most alarming and threatening situation is that of the angry patient or family. Staff needs tools and resources to prepare for these potential situations.