Heather Schragg is Director of Patient Experience at Eaton Rapids Medical Center in Eaton Rapids, MI. She not only oversees the hospital’s Risk and Quality Management programs but also its initiatives to improve patient and employee experiences. Heather is committed to helping patients navigate and understand the complicated healthcare system. Mitch Ross is a police officer in Milwaukee Wisconsin. Over the years he has held many positions, including work in an Anti-Gang Unit Squad and on a Major Incident Response Team. He also is an adjunct instructor at the Milwaukee Police Training Academy. In addition, Mitch educates civilians about reporting suspicious activities and responding appropriately during active shooter events. Helen Osborne talks with Heather Schragg and Mitch Ross about: What law enforcement, hospital risk management, and health literacy have in common when it comes to health communication. Effective ways to communicate when a calm situation escalates into a crisis. And ways to use words and body language to help calm a tense situation. Communication tips that all of us, regardless of our profession or setting, can use to build trust and understanding.