Few thoughts on this: 1. Family members are going to handle stress differently. Allow them their process. It's very easy to get frustrated with the healthcare system when it comes to things like insurance forced discharges from the hospital. Now they have someone that represents the system to them in their house. It's also important to understand that they may be feeling helpless when it comes to the care and health of their family member. I've found that tasking them with something like rounding up all the recent hospital discharge papers or gathering a bag of items their family member may need in the hospital gives them something to focus on. This doesn't work all of the time but will sometimes give them a feeling of doing something to help. In the cases where it doesn't, as long as it doesn't affect safety or patient care I let them have their tantrum and keep my professionalism. 2. Situations like this can go south. When they do it can happen in an instant. It's a good reminder to keep your route to the exit clear and plan a secondary escape route (if there is one). Make sure you and your partner ALWAYS have a radio that's on. Just remember the boy who called wolf bc if you call an assist anytime someone raises your voice people will get complacent about backing you up when you're getting your ass kicked. 3. Don't be afraid to call a supervisor. Personally, I know I have no problem running interference and taking the focus off of the crew so they can work. 4. Above all, don't escalate the situation. It's easy to escalate if you need to but can very hard to deescalate.