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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 7The Classic Exchange:One Manager, Two Employees

It had been a very hectic Monday at the clinic: appointments were running over; emergencies had taken up more time than usual and when a patient showed up over an hour late for his appointment, the front desk receptionist told him he would have to reschedule for another day. When John Chu, the physician’s assistant (PA) who had been scheduled to meet with the patient, heard that the appointment had been canceled, he erupted in anger in front of a waiting room full of patients. The receptionist, Lilly Brown, had burst into tears and called Drew Thompson, head of Employee Relations, about filing a grievance.

Recognizing that there was more to know about the situation, and aware that both ...

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