@article{ref1,
title="Approaching an upset person: body language and verbal communications",
journal="Journal of healthcare protection management",
year="2010",
author="Ouellette, Ronald W.",
volume="26",
number="1",
pages="100-104",
abstract="This article focuses on non-verbal and verbal signals which are the most widely used forms of communications. Nevertheless, these are the most often neglected areas of training by health care workers. Development of physical presence and communications skills alone could handle up to 98% of the incidents potentially requiring force.<p /> <p>Language: en</p>",
language="en",
issn="0891-7930",
doi="",
url="http://dx.doi.org/"
}