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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 13Using The Exchange in Group Conflicts

Out of the corner of her eye, Radha Samson saw Dr. Raul Garcia, the director of St. Sonia’s lab, coming in the door of the cafeteria and rose to meet him. Tanya Stewart, the nurse practitioner with whom Radha had been chatting, noticed the situation and tactfully took her cup of coffee to another table.

Dr. Garcia headed up the laboratories that had responsibility for all of St. Sonia’s Hospital. Dr. Garcia met Radha’s glance and seemed to relax almost immediately. He pointed to a corner table where they could talk privately, and she joined him there. Dr. Garcia told Radha:

I need an iced tea, but it’ll just take a minute. I want to pick your brain about how to handle some issues that have little ...

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