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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 3The Exchange, Stage One: The Private Meetings

Before trying to find a solution to the conflict between her two nurses, Yvette Jones and Simon Peters, Kim Brown, the head nurse of geriatrics, needed to know what was going on for each of them. She would learn this by implementing Stage One of The Exchange. The essence of this stage is a private meeting with each individual. A simple enough task, yet there are important details to keep in mind as one meets with the employees individually. We will give a detailed description below of Kim’s meetings with Yvette and Simon. Before that, it would be helpful to look at the fine points of Stage One.

STAGE ONE IN GREATER DETAIl

In order to create the type of environment that encourages employees ...

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