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COPYRIGHTED MATERIAL INTRODUCTION case study that presents a typical visit, complete with the stresses that can occur when providers are not adequately prepared or visitors are difficult. We present the challenges one by one, and we offer skill-based solutions. Later in each chapter, we offer a second case study that highlights the use of successful strategies. Chapters also include useful checklists to help you prepare for visits. The checklists are also available on Redleaf Press’s website at Mastering the skills in this manual requires practice, practice, practice. Keep the manual handy, and refer to it often. COPYRIGHTED MATERIAL xvii