Nurses can demonstrate leadership by facilitating exceptional patient care and is related to how one's values ​​and behaviors influence others. A leader strives for success and contribution, and a successful leader sets high standards, goals and strategies. One may become an assigned or emergent leader, but both will work toward a common goal, good or bad. In leadership, a positive attitude is the key to success, and the problems and challenges in healthcare require nurses to try to bridge the gap. I would like to share one of my exceptional customer service experiences while working as an RN in Italy in the medical unit of hospitals. A 17-year-old boy was admitted to the medical unit for sickle cell disease with symptoms of vomiting and weakness. I was on my Monday evening shift and was assigned to eight patients of which seven were older and this teenager named Mr. Govanni was with sickle cell anemia. When I received the handover from the day shift nurse, I particularly noted this patient from my assignment list due to his age and condition and at the same time the nurse who handed over the shift specifically told me that the teenage boy was uncooperative and also I saw from the chart that the patient was taking normal saline at 75 cc/hour, the morning blood count result (at 6 am) showed HB-82 g/dl, WBC 10, 6. According to doctor's order, repeat blood count at 4pm and if HB is less than 80 transfuse two units of PRBC and lasix 40 mg between transfusions. I visited each patient room and around 4pm I entered Mr. Govanni's room and I noticed that he was doing something with his cell phone and I greeted him but he responded without looking at me by shaking his head and said: oh!. ..yes, and continued what he was doing. Hi... middle of the paper... I'm sure I can do my best. We have adapted to change and change will change us. Reference Michael R. Bleich, Colleen P. Kosiak, (eds.) Managing, Leading, and Following. In P. S. Yoder-Wise (Ed.), Leadership and management in nursing (4th edition), (pp 11). Evolve: Mosby Elsvier.Rose Aguilar Welch (ed.)Making decisions and solving problems. In P. S. Yoder-Wise (Ed.), Leading and management in nursing (4th edition), (pp 92-93). Evolve: Mosby Elsvier.College of Nurses of Ontario,(2009).Practice Guidelines: Confidentiality and Privacy-Personal Health Information. Retrieved April 3, 2014, from http://www.cno.org/Global/docs/prac/41069_privacy.pdfCollege of Nurses of Ontario, (2009). Practical guidelines: conflict prevention and management. Retrieved April 3, 2014, from http://www.cno.org/Global/docs/prac/47004_conflitto_prev.pdf