In this scenario, how can Craig use the steps of the communication process to he

In this scenario, how can Craig use the steps of the communication process to help him feel more confident about communicating with patients?
Craig Segal is a recently graduated licensed vocational nurse (LVN) who has been hired at an oncology clinic in his hometown. Craig works with patients who are dealing with a potentially fatal disease. This is difficult because he has known many of them and their families for many years. He finds himself wondering how he can best communicate with patients and their families. Craig wants them to know that he cares and wants to be of assistance, but he is not sure how to approach what he believes to be emotional topics and finds himself keeping conversation to a minimum.