Tassel was witness managing the "grumpy patient." Staff stated that Mr. X was the grumpiest patient and very hard to deal with. Tassel was witnessed and acknowledged for changing his stay. She took one night to just sit and talk with him, learn his history and everything about him. From that moment on, he smiled, brightened up, and was perceived very differently. Tassel took time, focused on the patient, and changed their attitude with a simple smile and listening ear.