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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 4The Exchange, Stage Two: Developing the Agenda

After her meeting with Yvette Jones, Kim Brown closed her door and took out her notes from the earlier conversation with Simon Peters. She realized that the next step would be very important. Both Simon and Yvette were good nurses and both had added depth to her department. But their personal conflict reflected deeper concerns than just a clash of styles or personalities. She knew that Dr. Phillips and his patient, Mrs. Alma Cruz, were not the only ones aware of the situation. Kim also knew that there would soon be rumors about who did what and why it mattered. And she knew that her own reputation as a nursing manager was involved.

She thought for a moment and then dialed Drew Johnson, the ...

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