Frank Cooper

Professional boundaries between worker and client underpin all areas of practice in social work and social care, and the mismanagement of these boundaries can lead to unprofessional conduct and negative consequences for both worker and client. This book is a no-nonsense guide to boundaries – what they are, why they are there and how to maintain them, from legal boundaries and policies governing behaviour to rules surrounding confidentiality. Presenting a flexible framework of rules and guidelines which can be applied to any client relationship, the book offers practical advice and suggestions on how to judge boundaries and how to manage a situation when they have been crossed. It also explores the benefit to both worker and client of establishing a good rapport whilst maintaining a professional, emotional distance. Throughout the book, and in the self-assessment test provided, the reader is invited to examine his or her personal responses to working with clients and their effect on maintaining professional boundaries. This simple and practical reference guide will be of essential use to professionals in social work and social care working with or managing support for clients.

Launched in an era when speed and grandeur went hand in hand, the RMS Queen Mary is the last survivor of the golden age of ocean liners. From the time of her maiden voyage in 1936, passengers crossed the North Atlantic cocooned in luxury. Movie stars, tyc

Positive Service Gets Positive Results—Every Time! Customer loyalty is becoming harder to establish and just as difficult tomaintain. This is truer than ever in today’s hyperdigital world, where a singlecustomer venting his or her dissatisfaction on a blog or social network canamass an army of anti-you activists—and send your business spiraling. The Customer Signs Your Paycheck reveals the secret to ensuring customercontentment during every interaction. Inside, Frank Cooper examines theelements at the heart of quality customer service, which begin with selfawarenessand confidence. You’ll learn:The 10 commandments for customer relationsEight habits to help you get aheadThe easiest way to handle customer complaintsA simple method for remembering namesYou’ll immediately take note of dramatic changes in the way you deal withdifficult personalities, customer complaints, and other challenges that comewith the territory. Why drive customers to the competition? It really is easy to provide superbservice, even when dealing with today’s highly empowered and demandingcustomer.