diff --git a/doc/contributing/issues.md b/doc/contributing/issues.md
index c2d60f53e8ca46..54a4af4e742272 100644
--- a/doc/contributing/issues.md
+++ b/doc/contributing/issues.md
@@ -64,8 +64,17 @@ triagers are requested to abstain from below actions:
 * approve or request changes to a pull request
 * edit wikis
 
-triagers are requested to apply caution while performing below actions:
-* close or assign issues or prs
+When triagging issues and PR:
+
+* Show patience and empathy, especially to first-time contributors.
+* Show no patience towards spam or troll, close the issue without interacting with it and
+  report the user to the moderation repository.
+* If you're not able to reproduce an issue, leave a comment asking for more info and
+  add the `needs more info` label.
+* Ideally issues should be closed only when they have been fixed or answered (and
+  merged for pull requests). Closing an issue (or PR) earlier can be seen as
+  dismissive from the point of view of the reporter/author.
+  Always try to communicate the reason for closing the issue/PR.
 
 [Node.js help repository]: https://github.com/nodejs/help/issues
 [Technical Steering Committee (TSC) repository]: https://github.com/nodejs/TSC/issues