PREFACE vii INTRODUCTION ix ACKNOWLEDGEMENTS xiii 1 MODELS OF COMMUNICATION 1 by Claire Boyd and Janet Dare 2 TRANSACTIONAL ANALYSIS 9 by Claire Boyd and Janet Dare 3 METHODS OF COMMUNICATION 19 by Claire Boyd 4 PRESENTING YOURSELF AND YOUR ORGANISATION 41 by Janet Dare, edited by Claire Boyd 5 INTERPERSONAL SKILLS 47 by Janet Dare, edited by Claire Boyd 6 TEAM WORK AND THE MULTIDISCIPLINARY TEAM 55 by Janet Dare, edited by Claire Boyd 7 COMMUNICATION BARRIERS 61 by Janet Dare, edited by Claire Boyd 8 ACTIVE LISTENING 71 by Claire Boyd 9 ADMITTING PATIENTS 81 by Claire Boyd 10 SITUATION, BACKGROUND, ASSESSMENT, RESPONSE (SBAR) 105 by Claire Boyd 11 DOCUMENTATION 119 by Claire Boyd 12 MANAGING CRITICISM AND COMPLIMENTS 143 by Claire Boyd 13 COMMUNICATION SCENARIOS 159 by Janet Dare, edited by Claire Boyd 14 CARE AND COMPASSION IN NURSING 165 by Claire Boyd ANSWERS TO ACTIVITIES AND TEST YOUR KNOWLEDGE 175 INDEX 187 APPENDICES (SEE END OF CHAPTERS LISTED) APPENDIX 1 HOSPITAL ADMISSION DOCUMENTATION (SEE CHAPTER 9) 93 APPENDIX 2 THE BRISTOL OBSERVATION CHART (SEE CHAPTER 10) 115 APPENDIX 3 OBSERVATION INFORMATION SHEET (SEE CHAPTER 10) 116 APPENDIX 4A AN SBAR PROMPT SHEET (SEE CHAPTER 10) 117 APPENDIX 4B THE SBAR COMMUNICATION TOOL IN POSTER FORMAT (SEE CHAPTER 10) 118 APPENDIX 5 CATHETERISATION CARE PLAN DOCUMENTATION (SEE CHAPTER 11) 126 APPENDIX 6 INTENTIONAL ROUNDING CHECKLIST TOOL FOR FALLS (SEE CHAPTER 11) 128 APPENDIX 7 FALLS RISK ASSESSMENT TOOL (SEE CHAPTER 11) 130 APPENDIX 8 ADULT PATIENT BEDRAIL RISK ASSESSMENT (SEE CHAPTER 11) 131 APPENDIX 9 DAILY PRESSURE ULCER RISK ASSESSMENT TOOL (SEE CHAPTER 11) 132 APPENDIX 10 REVISED VTE RISK ASSESSMENT AUDIT GUIDE (SEE CHAPTER 11) 136.