Part I - Getting Started · Responsible, assertive, caring communication in nursing · The client-nurse relationship: A helping relationship · Solving problems together · Understanding each other: culture and communication · Electronic communication · Part II - Building Relationships · Warmth · Respect · Genuineness · Empathy · Self-disclosure · Specificity · Asking questions · Expressing opinions · Humor · Spirituality · Part III - 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 · Part IV - Building Confidence · Requesting support · Overcoming evaluation anxiety · Feedback · Relaxation · Imagery · Positive self-talk · Continuing the commitment · Appendix · Index.