provides scripts and scenarios to facilitate better, more effective communication in healthcare settings. Chapters feature do's and don'ts, reflective questions, and practical tools to help you improve your on-the-job interactions. Whether you are a new nurse at the bedside or the CEO of a major healthcare facility, this fully revised second edition will show you how to: ? Work with frustrated families, angry physicians, and uncooperative colleagues ? Deal with gossip, harassment, and other tough topics ? Successfully address workloads, management styles, and other tricky subjects ? Improve the patient experience ? Overcome conversation traps