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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 11Using The Exchange Techniques with Patients

As Radha Samson was making her way to meet with Dr. Garcia about his staff problems, she passed the new long-term care building and remembered one of her first experiences with The Exchange. It was two years ago, during the final stages of the building’s construction, when everyone was stressed with the noise and delays. She had been contacted by the Vice President (VP) of Ambulatory Services, Dr. Gunther Samuels, about an issue that had come up between Nursing Duty Night Supervisor Kim Brown and a patient, Marvin Yee. Dr. Samuels was new to St. Sonia’s Hospital and had called Radha for advice. His concern was that Mr. Yee was one of St. Sonia’s Hospital’s major financial contributors and ...

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