Mental Health Nursing Interpersonal Process Recording (IPR) Student Name________________________________________________________________________________________Date______________ Brief information about this client___________________________________________________________________________________________ Student Goal for this interaction____________________________________________________________________________________________ Setting/Time:___________________________________________________________________________________________________________ Nurse Communication (Verbal & Non-verbal) Client communication (Verbal & Non-verbal) Nurse’s Thoughts & Feelings Related to the Interaction Communication Technique (Therapeutic/Non-Therapeutic) Alternative or Revised Response 1. 2. 3. 4. 5. 6. 7. 8. 9. Nurse Communication (Verbal & Non-verbal) Client communication (Verbal & Non-verbal) Nurse’s Thoughts & Feelings Related to the Interaction Communication Technique (Therapeutic/Non-Therapeutic) Alternative or Revised Response 10. 11. 12. 13. 14. 15 16. 17. 18. 19. 20. Address customer needs Question 1.1 Top of Form List at least ten factors that can affect a customer’s needs and expectations.  Attach filesSave Bottom of Form (Assessment objectives ...) Question 1.2 Top of Form Explain what product knowledge is and give three reasons why it important to have sound product/ service knowledge when matching available services and products to customer needs.  Attach filesSave Bottom of Form (Assessment objectives ...) Question 1.3 Top of Form What rights and responsibilities do service staff need to explain to customers. (Assessment objectives ...) Question 2.1 Top of Form List and describe six benefits that might influence a customer’s purchasing decisions.  Attach filesSave Bottom of Form (Assessment objectives ...) Question 2.2 Top of Form You work for an organisation that sells cars. Conduct some independent research on hybrid vehicles and list 10 types of product feature or technical specification that service personnel might need to identify if they were promoting a hybrid vehicle.   Attach filesSave Bottom of Form (Assessment objectives ...) Question 2.3 Top of Form It is not features but benefits that sell vehicles (or, indeed, any product or service). Sales people must be able to explain product benefits and assist customers to evaluate the different options that will meet their needs. List and describe four benefits that might apply for the vehicle features or specifications described in question 2.2, and that the salesperson can use to help the customer evaluate the product.  Attach filesSave Bottom of Form (Assessment objectives ...) Question 2.4 Top of Form Customer service staff need to prioritise preferred actions and take appropriate action when they identify potential areas of difficulty regarding customer ser ...

1. Mental Health Nursing
Interpersonal Process Recording (IPR)
Student
Name________________________________________________
________________________________________Date_________
_____
Brief information about this
client________________________________________________
___________________________________________
Student Goal for this
interaction____________________________________________
________________________________________________
Setting/Time:_________________________________________
_____________________________________________________
_____________
Nurse Communication
(Verbal & Non-verbal)
Client communication
(Verbal & Non-verbal)
Nurse’s Thoughts &
Feelings Related to the
Interaction
Communication Technique

2. (Therapeutic/Non-Therapeutic)
Alternative or Revised Response
1.
2.
3.
4.
5.
6.

3. 7.
8.
9.
Nurse Communication
(Verbal & Non-verbal)
Client communication
(Verbal & Non-verbal)
Nurse’s Thoughts &
Feelings Related to the
Interaction
Communication Technique
(Therapeutic/Non-Therapeutic)

4. Alternative or Revised Response
10.
11.
12.
13.
14.
15

5. 16.
17.
18.
19.
20.
Address customer needs

6. Question 1.1
Top of Form
List at least ten factors that can affect a customer’s needs and
expectations.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 1.2
Top of Form
Explain what product knowledge is and give three reasons why
it important to have sound product/ service knowledge when
matching available services and products to customer needs.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 1.3
Top of Form
What rights and responsibilities do service staff need to explain
to customers.
(Assessment objectives ...)
Question 2.1
Top of Form
List and describe six benefits that might influence a customer’s
purchasing decisions.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 2.2
Top of Form

7. You work for an organisation that sells cars.
Conduct some independent research on hybrid vehicles and list
10 types of product feature or technical specification that
service personnel might need to identify if they were promoting
a hybrid vehicle.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 2.3
Top of Form
It is not features but benefits that sell vehicles (or, indeed, any
product or service). Sales people must be able to explain
product benefits and assist customers to evaluate the differ ent
options that will meet their needs. List and describe four
benefits that might apply for the vehicle features or
specifications described in question 2.2, and that the
salesperson can use to help the customer evaluate the product.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 2.4
Top of Form
Customer service staff need to prioritise preferred actions and
take appropriate action when they identify potential areas of
difficulty regarding customer service delivery.
Make a list of five situations in which this might apply.
(Assessment objectives ...)
Question 3.1
Top of Form
Describe six communication mediums that might be used to
establish regular communication with customers.
Attach filesSave
Bottom of Form

8. (Assessment objectives ...)
Question 3.2
3.2.a
Top of Form
List four benefits of networking.
Attach filesSave
Bottom of Form
3.2.b
Top of Form
List five groups or people (in generalised terms) who might
comprise part of a network for a business organisation.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 3.3
Top of Form
Every organisation will have procedures and standards for
customer service relationships. Why are these necessary?
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 3.4
Top of Form
List eight procedures that an organisation might follow to
ensure that decisions about targeting of customer services are
based on up-to-date information about the customer and the
products and services available.
Attach filesSave
Bottom of Form
(Assessment objectives ...)
Question 3.5
3.5.a

9. Top of Form
Explain why records of customer complaints should be kept.
Attach filesSave
Bottom of Form
3.5.b
Top of Form
Why is it important that recorded feedback about customer
service should be passed on to all employees.
Question 4.1
Top of Form
Describe informed consent.
Performance tasks
(Assessment objectives ...)Task 1.aDemonstrate the following
task:
Task 1.a
You are a Contact Centre Operator for an online Clothing Store
in Sydney CBD. Your Pod Leader has asked you to prepare a
feedback survey to improve the overall customer service
satisfaction.
Create a Customer Service Survey.
Below are some tips when implementing your survey:
1. Use closed questions around demographic and customer
information that is relevant such as age, gender, income level.
2. Add open questions that address the following:
a. Address the customer’s needs – what would they like more or
less of?
b. How customers would like to be communicated with?
c. What is their level of Customer Satisfaction?

10. Please note: You can also use a scale rating and have a
minimum of 5 questions.
Add observation
(Assessment objectives ...)Task 1.bDemonstrate the following
task:
Task 1.b
Following from what you have completed in Task 1a, a
customer complaint has been escalated to you. Mrs Joanne Peter
has reached out to you to get an update on her husband’s order.
Joanne provides you with her husband’s name, postal address
and mobile phone number.
During the call, you are aware that you cannot breach customer
confidentiality. You advise Joanne that you cannot discuss the
order as she does not have verbal or written consent from her
husband. Joanne becomes more adamant by saying that this is
totally unfair as she always speaks on her husband’s behalf.
Record yourself for 2-minutes simulating that you are trying to
explain what informed consent is and to provide her with 2
ways on which her husband can provide his consent for her to
advocate on his behalf.
Add observation
Task 2.a
Demonstrate the following task:
Task 2.a
Your customers give the following feedback in a survey and you
have recorded these responses in your customer management
system. They say that your service is slow and that no one
seems to answer the phone – it always goes to voicemail. They
also complained in the survey that your prices are often too high
as compared with the competitors.
Write a letter of response to these complaints. Your letter must
be at least 300 words. Apologise and explain what you will do
to improve.
Add observation
(Assessment objectives ...)
Task 2.b

11. Demonstrate the following task:
Task 2.b
Your manager has asked you for a report about what else they
could do as a team to improve communication with customers.
Produce a report for your manager:
· Highlight 4 (four) communication mediums that might be used
to establish regular communication with customers.
· Give an explanation of the information that should be given to
customers such as the business rights and responsibilities that
service staff need to explain to customers.
(400-500 words)
Add observation
Task 3.a
Demonstrate the following task:
Task 3.a
Having product knowledge is an essential sales skill.
Understanding your products features allows you to present the
product at its best. Research a product of your choice and
record yourself for 2 minutes explaining
· What the product is
· Features of the product
· Benefits of purchasing this product over similar products
· Customer feedback surveys
· Price
Add observation
Project A
Top of Form
You have been asked to explain to a new group of employees
your organisation’s practices with regard to customer service.
Plan and document a presentation* (see below) that you might
give. For the purposes of this project you can use a hypothetical
organisation.
In the presentation you will need to explain:
· the procedures that should be followed to work with customers

12. and identify their needs
· what questions you might ask to help match customer needs
with products/services
· how they can help customers:
· evaluate products and services
· prioritise their preferences
· what information they should provide
· how they will reach agreement
· the legislation and ethical requirements with which they must
comply
· how to identify potential areas of difficulty in customer
service delivery and take appropriate actions
· when they might need to explain their rights and
responsibilities to a customer
· what records they should keep
* Presentation information:
· Use MS PowerPoint or Google Slides to prepare your
presentation
· Slide deck should comprise 15-20 slides
· Slides should present all the essential information
· Slides should not be overcrowded – bullet point format is best,
with an average of 7 points per slide (following best practice)
· Images are optional, but copyright must be respected
· Slide deck should have a cover slide giving title of
presentation and author
· Each slide should have title of presentation in header, and also
title of topic (e.g. ‘helping customers evaluate products and
services’) above content
· Upload slides at the appropriate submission point
Record videos Attach filesSave
Bottom of Form
Project B
Top of Form
Write a paper explaining what networks are and how networking
can benefit a business. (250-300 words)

13. Bottom of Form
Mental Health Nursing
Interpersonal Process Recording (IPR)
Student
Name________________________________________________
________________________________________Date_________
_____
Brief information about this
client______________________________________ __________
___________________________________________
Student Goal for this
interaction____________________________________________
________________________________________________
Setting/Time:_________________________________________
_____________________________________________________
_____________
Nurse Communication
(Verbal & Non-verbal)
Client communication
(Verbal & Non-verbal)

14. Nurse’s Thoughts &
Feelings Related to the
Interaction
Communication Technique
(Therapeutic/Non-Therapeutic)
Alternative or Revised Response
1.
2.
3.
4.
5.

15. 6.
7.
8.
9.
Nurse Communication
(Verbal & Non-verbal)
Client communication
(Verbal & Non-verbal)
Nurse’s Thoughts &

16. Feelings Related to the
Interaction
Communication Technique
(Therapeutic/Non-Therapeutic)
Alternative or Revised Response
10.
11.
12.
13.
14.

17. 15
16.
17.
18.
19.
20.