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Preface ix
Introduction. Prescribing the Doctor as Part of the Treatment 1
1 Some "Can't Go Wrong" Tips 8
2 Breaking Bad News:The SPIKES Protocol 21
3 Disclosing Error: The CONES Protocol 75
4 Managing Conflict and Escalation: The HARD Protocol 91
5 Giving Information Effectively: The SAFER Protocol 97
6 Some Particularly Difficult Conversations 107
Conclusion. Putting it All Together and Making a Difference in Communication 121
Acknowledgments 127
Appendix: Notes to Accompany the Scenarios on DVD 129
Notes 137
Index 139
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