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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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Contents

 

Foreword by Evan BurkettChief Human Resources Officer, Sanford Health

PART ONE

Introductions

CHAPTER 1

Welcome to The Exchange at St. Sonia’s

 

In this chapter, we meet the key players who will appear throughout the book and who are participants in a variety of healthcare-related conflicts.

CHAPTER 2

The Exchange: A Proven Approach to Conflict Resolution

 

This chapter consists of an overview of many things: the techniques of The Exchange, the inspiration for the process, the benefit of an Integrated Conflict Management System (ICMS), and the purpose of this book.

PART TWO

The Four-Stage Exchange Model

CHAPTER 3

The Exchange, Stage One: The Private Meetings

 

The focus of this chapter is getting started: initiating, ...

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