Spaw, I think the *hard edge* comes from those who are competent and feel confidence in themselves, which they pass on to their patients. So much of how a person fares has to do with their attitude and those of the people around them. If a nurse acts as though things are going to happen no matter what, her pts. feel the same way, too, as well as relief that someone else is in charge and taking some of the responsibility. So...taking a cue from politics, you could say they are "competent with compassion." Hey! They'd get my vote anyday!**BG**