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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 2The Exchange: A Proven Approach to Conflict Resolution

At St. Sonia’s Hospital, The Exchange process is a key part of their Integrated Conflict Management System (ICMS). For those unfamiliar with the concept of ICMS, it is a graduated system for addressing conflicts. At its lowest level, only the disputing parties are involved. Individuals are encouraged to make an effort to speak to the person they perceive has offended them. Because of this, many organizations that have an ICMS system of conflict resolution offer communication skills workshops so employees can gain skills in giving and receiving effective feedback.

If the one-on-one discussion is not successful or is not attempted, people can contact their supervisor or manager, who ...

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