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Communication Case Studies for Health Care Professionals, Second Edition

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Communication Case Studies for Health Care Professionals, Second Edition

SKU# 9780826125170

An Applied Approach

Author: Michael P. Pagano PhD, PA-C

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Öallows students and faculty to explore real-life health communication behaviors through role-playing, interactive exercises, and examplesÖeasily adapted for use in many situations, sensitivity and diversity trainingÖvery worthwhile book for every medical faculty member working to instill professionalismÖin students.

óVincent Carr, DO, MSA, FACC, FACP, Uniformed Services University of the Health Sciences

The importance of good communication between health professionals and patients has been well documented. Not only does it foster patient satisfaction, it can have a profound effect on health outcomes. This casebook/workbook helps students, faculty, and health care providers to assess and practice key interpersonal and health communication skills. It presents 45 communication scenarios for students to critique and rewrite in order to enhance the interpersonal relationships of participants. The second edition builds on the first with the addition of 11 new cases and theoretical discussions of interpersonal, gender, intercultural, organizational, and media communication. Additionally, the new edition analyzes each scenario in detail to facilitate broader use by an interprofessional team and expand awareness of the specific skills needed by each health care professional. The new Take-Away Considerations feature at the end of each case study reinforces an understanding of the elements of effective communication.

With an eye to time management, each chapter includes effective and ineffective examples of interpersonal communication and interpersonal relationship building. Cases follow the same format including theoretical underpinnings of a particular skill or set of communication skills, an overview of key topics, initial interaction (for role play or analysis), discussion questions (with space for answers), interactive activities and an alternate interaction highlighting more effective communication behaviors, follow-up discussion, key points, and Take-Away Considerations. Scenarios can be used for role play and follow-up discussion in the classroom, for small group work, or individually, as well as in the simulation center and for interprofessional education courses.


  • Includes theoretical introductions to interpersonal, gender, intercultural, organizational, and media communication
  • Presents 11 new case studies
  • Provides an introduction for each case study
  • Describes the application of communication theory for more effective use in the classroom, simulation center, or professional setting
  • Features Take-Away Considerations at the end of each case

Product Details 

  • Publication Date December 03, 2014
  • Page Count 440
  • Product Form Paperback / softback
  • ISBN 13 9780826125170
  • EISBN 9780826125187

Table of Contents 


How to Use This Book


1 Learning to Talk Like a Health Care Provider

Key topics: narrative, nonverbal communication behaviors, and feedback

2 See One, Do One, Teach One

Key topics: provider education, building trust, and continuous communication

3 The Biomedical Model

Key topics: provider education, nonverbal communication, relationship building, and developing trust

4 The Biopsychosocial Model

Key topics: provider education, hostile communication, and listening

5 Autonomy Is a Myth

Key topics: phone conversations, denotative meaning, connotative meaning, and power

6 Bad News

Key topics: family communication, empathic listening, and health literacy

7 Closings

Key topics: closing conversations, nonverbal behaviors, and power sharing

8 Follow-Up

Key topics: interpersonal relationships and communication context

9 I've Got the License, So We're Doing It My Way

Key topics: leadership communication and negotiation

10 I Just Need to Put Your Information in the Computer

Key topics: electronic medical/health records and noise in the channel


11 What's Wrong With Me?

Key topics: noise in communication channels and anxious patients

12 I Understand

Key topics: health literacy and miscommunication

13 It's Been 2 Hours

Key topics: humor and communication context

14 I Have an STD?

Key topics: gendered communication and risk communication

15 Why Do I Have to Wait for an MRI?

Key topics: self-disclosure and patient empowerment

16 I'm Feeling Better, But …

Key topics: gender communication and miscommunication

17 We Don't Know What to Do

Key topics: geriatric communication and noise in the communication channel

18 I Hurt My Back

Key topics: stereotyping and verbal aggression

19 I Need a Generic

Key topics: social realities and relationship building

20 The Nurses Paid More Attention to the Computer Than They Did to Me

Key topics: nonverbal communication and role perceptions


21 Erectile Dysfunction

Key topics: emotional communication and self-disclosure

22 I've Got a Defibrillator

Key topics: media communication and active listening

23 I Saw This Ad on Television

Key topics: gender communication, direct-to-consumer (DTC) advertising, and negotiation

24 Education or Promotion?

Key topics: organizational communication and ethics

25 How About Cereal for My Cholesterol?

Key topics: compromise, empowerment, and empathic listening

26 Are Vaccines Safe?

Key topics: communicating with parents and written communication

27 The Billboard Said CyberKnife Was the Best Way to Go

Key topics: patient education and trust

28 We Need to Improve Our Press Ganey Scores

Key topics: organizational communication and public relations

29 You Posted What on Facebook?

Key topics: organizational communication and ethics


30 How Safe Are Generics?

Key topics: organizational communication and patient empowerment

31 I Can't Work

Key topics: third-party communication and trust

32 You'll Feel Better Recovering at Home

Key topics: communication roles and ethics

33 I Only Have 9 Minutes or So

Key topics: nonverbal communication, listening, and feedback

34 Why Don't You Tell Me About It?

Key topics: family communication, trust, and health literacy

35 We'll Have You Come Back for the Stress Test

Key topics: patient-centric behaviors and economics


36 We Just Need to Get Through the Chemo

Key topics: end-of-life communication and family communication

37 No Hablo Español

Key topics: intercultural communication and information sharing

38 Health Insurance Portability and Accountability Act (HIPAA)

Key topics: organizational communication and family communication

39 When Can My Employee Return to Work?

Key topics: negotiation and ethics

40 Please Take Off Your Clothes and Put on This Gown

Key topics: intercultural communication and ethics

41 Don't Tell My Wife She's Dying

Key topics: end-of-life communication and nonverbal behaviors

42 What's an Interdisciplinary Meeting?

Key topics: organizational communication and team communication

43 Quality of Life Versus Disease Management

Key topics: education, palliative care, and end-of-life communication

44 Why Am I Not Seeing a Doctor?

Key topics: building trust and education

45 I Shouldn't Have to Wait; I Have Insurance

Key topics: education and intercultural communication