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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 16Epilogue at St. Sonia’s Hospital

Radha Samson and Drew Johnson sat facing each other at the end of the long conference table in St. Sonia’s Business Office. They had paper and open computers in front of them, as well as cups of hot hospital coffee. They were preparing for their joint presentation to the hospital board on the effects of three years of The Exchange process at St Sonia’s Hospital.

Radha began by suggesting:

Let’s start with the stories. If our goal is to demonstrate that we now operate—pun intended—in a different culture than we did three years ago, we need to set the scene. We can get to the factual evidence and the bottom line later; but I want them to really understand how and why it is so powerful.

Drew responded: ...

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