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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 15The Exchange: Will It Work at Home?

As she was leaving the gym, Radha Samson called her favorite pizzeria and ordered a large pizza with the “works.” It was ready by the time she arrived to pick it up. Then she headed for home and for the conversation with her son, Anan. Use of the car was becoming a big issue.

Earlier that day Radha had received several excited text messages from Anan:

Mom, I need the car tomorrow. Have to go to Disneyland.

And then a minute later:

Mom, call back. Important.

“Yes,” she had thought, “everything is important … but I can’t deal with this right now.” So she had texted back:

Let’s talk tonight.

He answered her:

Okay, if I have to wait, but DON’T FORGET!

Her son could be as determined as she was! She wasn’t ...

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