When a provider refuses to answer a query or becomes confrontational, it is important to remain calm, and keep a professional demeanor. By remaining calm and collected, and responding to them in a calm and composed manner will help to deescalate the situation and can also prevent further aggression. When the provider has calmed down, try asking them again about the query and for them to provide an explanation or answer to make sure that the provider understands the query. If the provider is still refusing to answer or is still confrontational, it is important to document the conversation. Note the date, time, and details about the conversation, as well as the confrontational behavior that was displayed by the provider. If the provider continually refuses to provide an answer, or is still being confrontational, you may have to ask for assistance from a supervisor, they may be able to assist in resolving the situation and ensures that the provider provides the information that is needed. Providers have a responsibility to provide information and answer queries in a timely manner. When they refuse to do so$,$ it is important to document the situation and seek assistance from someone with higher authority to ensure that the issue is resolved.