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Author Dinkin, Steven, author.

Title The exchange strategy for managing conflict in health care : how to defuse emotions and create solutions when the stakes are high / Steven P. Dinkin, Barbara Filner, Lisa Maxwell
Published [New York] : McGraw-Hill, [2013]
Online access available from:
Access Medicine    View Resource Record  


Description 1 online resource
Series McGraw-Hill's AccessMedicine
McGraw-Hill's AccessMedicine
Contents Welcome to The Exchange at St. Sonia's -- The Exchange: a proven approach to conflict resolution -- The Exchange, stage one: the private meetings -- The Exchange, stage two: developing the agenda -- The Exchange, stage three: the joint meeting -- The Exchange, stage four: problem solving -- The Classic Exchange: one manager, two employees -- Adapting The Exchange to manage a disruptive employee -- The Exchange Aikidoist: how to use the techniques when you are attacked -- Using The Exchange to coach an employee when bosses are bullies -- Using The Exchange techniques with patients -- The Exchange and patients' families -- Using The Exchange in group conflicts -- Using Exchange techniques on yourself -- The Exchange: will it work at home? -- Epilogue at St. Sonia's Hospital -- Appendix A, Communication skills for The Exchange -- Appendix B, Sentinel event alert, July 9, 2008, Issue 40
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
Bibliography Includes bibliographical references
Notes Online resource; title from electronic title page (AccessMedicine, viewed January 16, 2018)
Subject Health facilities -- Personnel management
Conflict management.
Conflict (Psychology)
Personnel management.
Conflict, Psychological
Health Facility Administration -- methods
Negotiating -- methods
Personnel Management
Conflict management.
Health facilities -- Personnel management.
Public Health.
Health & Biological Sciences.
Hospitals & Medical Centers.
Form Electronic book
Author Filner, Barbara, author.
Maxwell, Lisa (Mediator), author.
ISBN 9780071801973
Other Titles Exchange strategy for managing conflict in healthcare