Includes bibliographical references and index

Part 1: Getting started: Basic communication competence. Responsible, assertive, caring communication in nursing -- The client-nurse relationship: a helping relationship -- Solving problems together -- Understanding each other: communication and culture -- Working together in groups -- Electronic communication -- Part 2: Building relationships. Warmth -- Respect -- Genuineness -- Empathy -- Self-disclosure -- Specificity -- Asking questions -- Expressing opinions -- Humor -- Spirituality -- Part 3: Building confidence -- Requesting support -- Overcoming evaluation anxiety -- Feedback -- Relaxation -- Imagery -- Positive self-talk -- Part 4: Meeting challenges -- Confrontation -- Refusing unreasonable requests -- Communicating assertively and responsibly with distressed clients and colleagues -- Communicating assertively and responsibly with aggressive clients and colleagues -- Communicating assertively and responsibly with unpopular clients -- Managing team conflict assertively and responsibly -- Communicating at the end of life -- Continuing the commitment

Beyond the basic concepts of therapeutic communication, this 6th edition is a unique approach to interacting with patients and colleagues with empathy and sensitivity. This practical resource addresses a wide array of topics, including being assertive, electronic communication, respect, humor, confrontation, and requesting support, with a personal touch conveyed through quotes, stories, and poetry