Critical Conversations in Healthcare, Second Edition, 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