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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 9The Exchange Aikidoist: How to Use the Techniques When You Are Attacked

In this chapter, we will focus more on The Exchange techniques than on the formal process. How can we use the techniques central to The Exchange in everyday encounters, for instance, when one of our colleagues attacks us? If the person is our subordinate, perhaps we can use the hierarchical relationship or discipline to manage the situation. But what if that person is our peer or above us in the organization?

Early in his career in Employee Relations (before he became the director) Drew Thompson was surprised one day when his coworker, Sylvia, came into his office yelling:

How dare you e-mail me about the event last night and copy our boss! You have no right to make ...

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