Table of Contents

• Introduction.
• 1. Caring, Covenants, Codes, and Commitment
• 2. Developing the Relationship
• 3. Choosing to See Patients as People
• 4. Listening and Empathic Responding
• 5. Patient Counseling
• 6. Managing the Angry Patient
• 7. Assertiveness
• 8. Conflict Management
• 9. Helping Patients with Change
• 10. Interacting with Physicians
• 11. Supportive Communication
• 12. Choosing an Appropriate Response
• 13. Persuasive Communication
• 14. Immediacy: How Word Choice and Nonverbal Cues Affect
• the Relationship
• 15. Cultural Competence
• 16. Communicating about Sensitive Issues
• 17. Communicating with Patients Who Have Literacy
• Limitations
• Index

About the Author

Bruce A. Berger, PhD, BPharm, Professor and Head of Pharmacy Care Systems, Harrison School of Pharmacy, Auburn University, Auburn University, Alabama.