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The Exchange Strategy for Managing Conflict in Healthcare: How to Defuse Emotions and Create Solutions when the Stakes are High by Lisa Maxwell, Barbara Filner, Steven Dinkin

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CHAPTER 1Welcome to The Exchange at St. Sonia’s

Radha Samson reached for the phone at her desk, pushed the extension button for Drew Thompson, the head of Employee Relations at St. Sonia’s Hospital, and said, “Hey, Drew, I’ve got another Exchange job for you. You need to get on it ASAP! Dr. Phillips called me just now to complain. One of his patients was upset by a ‘fight’ between two nurses. He claims it’s a patient safety situation. Apparently, the elderly woman he’s been working with had an alarming rise in her blood pressure when she heard her favorite nurse, RN Simon Peters, being berated by RN Yvette Jones. Naturally, he wants someone fired. I calmed him down by assuring him we’d set up an Exchange process. While he’s a little skeptical, ...

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