She has been a bedside nurse, the nurse manager of a very busy medical-surgical floor, and a hospital house supervisor. She has experience in nursing administration and quality management. Through her current position, she comes in contact with patients each day and has noticed that "difficult" patients are increasing in number as well as "demanding" patients and families. Traci has developed many practice pearls that she hopes will help nurses become aware of the patient's behavior, likely root cause, and tools to intervene appropriately and professionally.