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Title The Exchange Strategy for Managing Conflict in Health Care : How to Defuse Emotions and Create Solutions When the Stakes Are High [electronic resource] / Steven P. Dinkin, Barbara Filner, Lisa Maxwell.

Published New York, N.Y. : McGraw-Hill Education LLC., c2013.


Location Call No. Status
Edition 1st edition.
Physical description 1 online resources (xvi, 185 pages) : illustrations, figures, tables.
Series McGraw-Hill's AccessMedicine
McGraw-Hill's AccessMedicine.
Bibliography Includes bibliographical references and indexes.
Contents Part One: Introductions -- Chapter 1: Welcome to The Exchange at St. Sonia's -- Chapter 2: The Exchange: A Proven Approach to Conflict Resolution -- Part Two: The Four-Stage Exchange Model -- Chapter 3: The Exchange, Stage One: The Private Meetings -- Chapter 4: The Exchange, Stage Two: Developing the Agenda -- Chapter 5: The Exchange, Stage Three: The Joint Meeting -- Chapter 6: The Exchange, Stage Four: Problem Solving -- Part Three: Using The Exchange in the Workplace -- Chapter 7: The Classic Exchange: One Manager, Two Employees -- Chapter 8: Adapting The Exchange to Manage a Disruptive Employee -- Chapter 9: The Exchange Aikidoist: How to Use the Techniques When You Are Attacked -- Chapter 10: Using The Exchange to Coach an Employee When Bosses Are Bullies -- Chapter 11: Using The Exchange Techniques with Patients -- Chapter 12: The Exchange and Patients' Families -- Chapter 13: Using The Exchange in Group Conflicts -- Part Four: Beyond the Workplace -- Chapter 14: Using The Exchange Techniques on Yourself -- Chapter 15: The Exchange: Will It Work at Home? -- Chapter 16: Epilogue at St. Sonia's Hospital -- Appendixes -- Appendix A: Communication Skills for the Exchange -- Appendix B: Sentinel Event Alert.
Summary Offers four-step method for improving communication and managing conflict in any healthcare setting. This book delivers a wealth of strategies and techniques for structuring conversations about conflicts and issues in groups large and small.
Other formats Also issued in Online and PDF version.
Notes Description based on cover image and table of contents, viewed on Apr. 04, 2018.
Other author Dinkin, Steven, ed.
Filner, Barbara, ed.
Maxwell, Lisa, ed.
Subject Conflict (Psychology).
Conflict management.
Health facilities -- Personnel management.
Health Facility Administration -- methods.
Negotiating -- methods.
Personnel Management.
Conflict (Psychology)
ISBN 9780071801966 (print)
0071801960 (print)
9780071801973 (e-ISBN)
0071801979 (e-ISBN)