Effective communication in difficult situations: preventing stress and burnout in the NICU.

Stress and burnout, the human side of the health service and the quality of care, are touchy subjects experienced on an everyday basis. Caregivers in the health systems are constantly called upon to handle feelings and "strong emotions", both their own and those of others: rage, impatience, frustration, helplessness, fear and so on. Frustration and conflicts between oneself and others are a frequent event, and may undermine the professional skills of each health professional. This article summarises problems, skills and situations where caregivers, patients, family face the difficulty to communicate. The aim is to provide an overview in this area and to suggest possible tools to overcome the daily difficulties.