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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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Index

 

Please note that index links point to page beginnings from the print edition. Locations are approximate in e-readers, and you may need to page down one or more times after clicking a link to get to the indexed material.

 

Acknowledgment:

of attacker’s feelings, 93, 94

of disruptive employees, 87

of impact, 163

of medical errors, 108

of mistakes, 133

of patients, 106

power of, 49

of victims of bully bosses, 97

when using The Exchange at home, 141, 144

ACPE (American College of Physician Executives), 172

Adapting The Exchange, for disruptive employees, 86–90

Advocates, patient, 174

Agenda, planning (see Stage Two (private planning of agenda))

Aikido, 92

Aikido approach, 91–96

in ART of communication, 95–96

example of, 93–96

reasons for ...

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