Skills Training in Communication and Related Topics : Pt. 2 (Paperback)

Introduction. Using this book. Definitions. Effective listening. Improving patient relationships. Customer service strategies. Dealing with customer complaints. Managing patient expectations.Confidentiality and privacy issues. Intercultural communication. Communicating for coordination and consistency. Communicating to prevent and reduce medical errors. Communicating with your community. Appendix A. Tips for trainers. Appendix B. The art of giving critiques. Appendix C. Quotations on training topics. Matrix 1: Exercises by training subject. Matrix 2: Exercises by profession. Matrix 3: Exercises by time allotment. Suggested reading.