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.

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.

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Bibliographic Details
Online Access: Access E-Book
Access Note:Access to electronic resources restricted to Simmons University students, faculty and staff.
Other Authors: Dinkin, Steven (ed.), Filner, Barbara (ed.), Maxwell, Lisa (ed.)
Format: Electronic eBook
Published: New York, N.Y. : McGraw-Hill Education LLC., c2013.
Edition:1st edition.
Series:McGraw-Hill's AccessMedicine.
Table of 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.