Definition of Communication

Effective Communication

Benefits of Communication

Tips for Effective Communication

Barriers to Communication

Non-Verbal Communication

What are you saying?

7 Ways to Improve Communication

Don’t Take it Personally

Important Interactions

Act, Do Not React

I Did Not Hear You!

Listening Skills

Chapter 4 Quiz

Overcoming Communication Barriers

TA Model

The Ego States

Parent Ego

Parent Mode

Adult Ego

Adult Mode

Child Ego

Child Mode

Subdivisions of Parent and Child Ego States

Transaction Stimulus

Conditional and Unconditional Strokes

Crossed Transactions

Complementary Transactions

Communicate with Parents

Chapter 5 Quiz

How to Work with Difficult Parents

Why are Some Parents Difficult?

Want to Vent

Discussion Topic

Accountability

Resolution

Generally Unhappy

Unhappy Parent

Chapter 6 Quiz

Over the Phone and In-Person

Listen to the Parent’s Complaint

Build Rapport

Do Not Respond with Negative

Offer a Verbal Solution

Aside from Words

Chapter 7 Quiz

Sensitivity in Dealing with Parents

Parents who are Angry

Parents who Cannot be Satisfied

Parents who are Rude

Different Cultural Values

Solution Not Possible

Chapter 8 Quiz

Dealing with a Difficult Parent Scenarios

Difficult Parent Scenario 2

Difficult Parent Scenario 3

Difficult Parent Scenario 4

Independent Action Plan

Course Completion

End of Course Test

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