Publisher's Synopsis
A powerful learning tool, consisting of a combination text/workbook and audio tape. The text applies the nursing process to telephone/tape script assessment and management; is built around a nursing process framework; explores the legal issues; and addresses the necessary communication skills, as well as a host of essential how-to's. Includes valuable guidelines telling the reader how to analyze and develop protocols, how to document telephone transactions, how to establish a better client-nurse rapport, how to manage difficult situation, and much more!
