The mental and physical health status of individuals is widely perceived to be a product of the degree to which people are valued and respected by themselves and others. As an essential component of any therapeutic relationship, the benefits of effective communication in the healing process are considered paramount (Ford and Urban, 1963). Radwin (1996) suggests that "knowing patients' is one facet of caring that signifies expertise in nursing (Benner et al., 1992). Knowing patients is said to include being open to learning patients' "thoughts, concerns, fears and hopes' (Alexander, 1990, p. 66).