Foreword by Professor Abdol Tavabie. Foreword by Sir Edward Clay. About the authors. Acknowledgements. Note to the reader. Introduction. Chapter 1: Status. What is status? Story 1 - Showing an interest. Story 2 - We're all in this together. Physical status. Story 3 - Making judgments on what we see. Vocal status. Story 4 - It's not what you say, it's the way that you say it. Emotional status. Story 5 - Empathy and understanding. Key points. Communication exercise. Chapter 2: Story. What is story? Story 1 - Making the connection. Story 2 - The golden first minute. Story 3 - I am listening. Story 4 - What are you really worried about? Story 5 - Cultural differences. Story 6 - A story shared. Story 7 - Doctor Who? Key Points. Communication exercise. Chapter 3: Summarising. What is summarising? Story 1 - 'Did the doc hear all that I said?' Story 2 - 'I want antibiotics! The last doctor missed my tonsillitis!' Story 3 - A sudden realisation. Story 4 - So many problems! Story 5 - The hidden agenda. Story 6 - 'It's what makes being a doctor so much fun!' Key points. Communication exercise. Chapter 4: Sharing. What is sharing? Story 1 - Managing a problem, rather than a diagnosis. Story 2 - A simple case of high cholesterol? Story 3 - 'I don't know what it is'. Story 4 - A specialist's viewpoint. A difference of opinions - a doctor's perspective. Story 5 - 'I want more time off work'. A difference of opinions - a patient's perspective. Story 6 - 'Those pills are causing my rash'. Key points. Communication exercise. Chapter 5: Securing. What is securing? Story 1 - Telephone consulting. Story 2 - Home visits. Story 3 - The use of 'time'. Story 4 - 'I can't get through to my GP!' Story 5 - How much do I need to record? Story 6 - The challenges of working part-time. Key points. Communication exercise. Chapter 6: Sanity. What is sanity? Dialogue 1 - What puts you under pressure? Dialogue 2 - Perspective and confidence. Dialogue 3 - Looking after ourselves and preventing 'burnout'. Dialogue 4 - Maintaining focus. Dialogue 5 - Putting theory into practice. Key points. Communication exercise. Summary. References. Index.
ALEX WATSON General Practitioner Ashtead and Leatherhead, Surrey and DAVID GILLESPIE Actor, Writer, Producer Corporate Coach and Co- founder, Th e Speechworks
"This book is a gold mine of robust good sense for doctors." -Sir Edward Clay "...an original and insightful guide...an invaluable source of refreshment, inspiration, education and reflection. I recommend it to all clinicians." -Professor Abdol Tavabie