Mr James, an elderly person, is a patient on your ward. He has rung his call bell and you arrive to ask how you can assist. Mr James' daughter is by his bed and tells you that her father's drinking water has been empty for hours and no one has filled it up. She also says that no one has come to do her father's observations since last night. She is agitated and Mr James remains quiet. Demonstrate appropriate communication skills in establishing a rapport with Mr James and his family member. You must demonstrate the following as part of establishing a rapport with Mr James and his family member. 

• Appropriately meet and greet Mr James and his family member (culturally appropriate communication). 

• Introduce yourself and discuss your role and limitations.

 • Explain your obligations and limitations relating to confidentiality 

• Engage in a social conversation with Mr James and his family member, as appropriate. 

• Maximise opportunities for Mr James and his family member to be involved in care and treatment decisions. 

• Implement strategies to  therapeutic environment based on trust. 

• Implement active listening, conflict resolution and solution-focused strategies when Mr James' daughter explains her frustrations.

 • Identify opportunities to advocate for Mr James and his family member and explain how you will act on these.