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This is a two-way process that includes one person who is sending information and the other person who is receiving the information. This type of communication starts with a person who the individual doesn’t know well. For that they try to create a positive emotional environment which would enable the other person to feel comfortable in exchanging conversation without feeling awkward. In the residential care home Nusrat was a new service user and Jenny was her service provider. They both greeted each other by saying ‘good morning’ and asking Nusrat about her hobbies to make her feel relaxed and happy before giving her important information about the residential care home and the how she will help provide good care to Nusrat.

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