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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 8Adapting The Exchange to Manage a Disruptive Employee

It can happen in any workplace. Sometimes one person seems to be at the center of, or a participant in, every conflict. These individuals often wield more power than their position warrants; other employees tend to avoid them or give in to what they demand in order to avoid an argument. Occasionally a disruptive employee is even unaware of what is happening.

A surgeon at St. Sonia’s Hospital noticed that while hospital policy encouraged teams to work as a unit and thereby build trust and rapport, his team was constantly changing except for the scrub nurse, a tall, tough former medic. The surgeon was frustrated about having to “teach” a new group every time he was scheduled for surgery ...

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