As a dentist & dental assistant you encounter situations in which emotions (fear and anger) or behavior (aggression, claiming behavior) stand in the way of communication and care provision. It is important that you recognize what is happening between you and the patient, that you properly assess the situation and choose how to deal with it. When the emotions or behavior hamper good care provision, it makes no sense to talk to the patient about the content. It is better to first address his emotions or behavior. You discuss that. Only when the patient has his emotions and behavior under control, do you return to the conversation or your care provision.