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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 6The Exchange, Stage Four: Problem Solving

As anyone involved in a conflict has experienced, it’s easier to keep complaining and blaming others than actually to work on resolving the situation. Much of this is human nature. After all, you know the “rules” about complaining. You also know the situation from your perspective and you are probably fairly comfortable describing it. It’s interesting that every time people retell an incident in which they believe they were wronged, their perception of it becomes more difficult to put aside. All the old emotions are re-experienced; it’s as if the brain imprints them more deeply with each retelling. And for the most part, people get trapped in remembering how they were wronged in the past.

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