PART 1

GETTING STARTED: BASIC COMMUNICATION COMPETENCE

1

1

Responsible, Assertive, Caring Communication in Nursing

2

2

The Client-Nurse Relationship: A Helping Relationship

16

3

Solving Problems Together

32

4

Understanding Each Other: Communication and Culture

45

5

Working Together in Groups

61

6

The Changing World of Electronic Communication

10

PART 2

BUILDING RELATIONSHIPS

83

7

Warmth

84

8

Respect

93

9

Genuineness

101

10

Empathy

109

11

Self-Disclosure

126

12

Specificity

136

13

Asking Questions

143

14

Expressing Opinions

153

15

Humor

160

16

Spirituality

174

PART 3

BUILDING CONFIDENCE

189

17

Requesting Support

190

18

Overcoming Evaluation Anxiety

203

19

Feedback

214

20

Relaxation

222

21

Imagery

233

22

Positive Self-Talk

244

PART 4

MEETING CHALLENGES

255

23

Confrontation

256

24

Refusing Unreasonable Requests

265

25

Communicating Assertively and Responsibly with Distressed Clients and Colleagues

213

26

Communicating Assertively and Responsibly with Aggressive Clients and Colleagues

288

27

Communicating Assertively and Responsibly with Unpopular Clients

307

28

Managing Team Conflict Assertively and Responsibly

315

29

Communicating at the End of Life

329

30

Continuing the Commitment

336