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Вивести із ступору допоможе
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What word did WIlma use to start the refusal with a fact?
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How did Wilma do a good job of actively listening?
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Was Wilma's tone acceptable and not defensive?
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Wilma's reason is a solid reason because...
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The regular HCA responds to Wilma's first solid reason "I'm a student" with another helpful suggestion. So Wilma needs to...
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At the end of the conversation, there is a friendly rapport between Wilma and the regular HCA.
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Wilma is a student HCA. When she hears the regular HCA's suggestion, Wilma keeps a friendly rapport by...
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The family member felt seen and heard.
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How would you describe the family member's feeling at the END of the conversation?
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