Page 12 - Keona Health - Generic 2 Fundementals of NT

Anatomy of a Call During the opening of the call, the nurse presents herself,

welcomes the caller and establishes a caring relationship.

In the listening phase, the nurse invites the caller to tell

their story, listens actively and confirms understanding.

During the analyzing phase, the nurse gathers, assesses,
and verifies information.

In the motivating phase, the nurse reaches a final
assessment, informs the caller, gives advice and
creates a mutual agreement and understanding while

supporting the caller.

Ultimately, the nurse ends the call after checking for
mutual agreement and understanding, giving safety-

net advice, deciding on whether to keep monitoring the
caller and rounding off the call.

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