This work contains forewords by Richard Mcdonough and Mari Robbins, respectively, a Member of Council, The Association of Medical Secretaries, Practice Managers, Administrators and Receptionists (AMSPAR); and, a former college lecturer in health studies, and a management and training consultant. "I wrote this book to help you in your work role, to provide information and practical suggestions. A large part of what you do involves communicating with other people: colleagues, patients, relatives, carers and the general public. Given the complexities, vulnerabilities and sometimes 'demanding behaviour' of other people, this may at times be an arduous task. Healthcare jobs take their toll on people, and being able to manage the various demands without being ground down is a great challenge. This book will help to affirm and build upon what you already know in a way that supports both you and your work." - Karen Stainsby, in the Preface.
Part one: Communication - Good communication. What is 'communication'? Basic listening skills. Communicating with people 'in difficulty'. Understanding strong emotions. Helping a distressed person. Giving bad news and unwelcome information. Communicating with people whose behaviour is challenging. Assertiveness. Handling angry and abusive behaviour. Communicating when there is a difference. Difference and diversity. Working with communication differences. Faceless communication. Telephone skills. Email skills. Part two: Managing yourself - So much to do, so little time. Managing time and delegation. Understanding what motivates you. Overcoming procrastination. Handling problems, choices and dilemmas. Problem solving. Decisions and dilemmas. Part three: Working together - Collaborating. Working in a team. Making meetings meaningful. Speaking your mind and striking bargains. Giving and receiving feedback. Negotiating skills. Part four: Taking care of yourself - Emotional wellbeing. Stress - the good, the bad and the ugly. Recognising stress. How our thoughts influence our emotional wellbeing. What can I do to help myself? Seeking professional help. Me, myself, I. The importance of self understanding. Learning more about yourself.