In case you can't find these skills explained in your text, check out these sites.
http://www.google.com/search?source=ig&hl=en&rlz=1G1GGLQ_ENUS362&q=communication+skills+working+with+a+person+that+has+mental+ilness+
i need to know 5 communication skills working with a person that has mental ilness
2 answers
http://www.mifellowship.org/documents/EffectiveCommunications_000.pdf
Read that, including the ability to say no.
Read that, including the ability to say no.