Autorentext

Steven P. Dinkin has directed the National Conflict Resolution Center since 2003, where he has spearheaded the effort to bring conflict resolution training to the workplace. Barbara Filner has designed and conducted workshops on mediation and conflict resolution in the workplace in the United States and Europe. Lisa Maxwell has been a mediator since 1985 and, as director of NCRC's Training Institute, is the lead designer of The Exchange Strategy.

Klappentext

The proven four-step method for improving communicationand managing conflict in any healthcare setting

A Doody's Core Title for 2015!

The Exchange Strategy for Managing Conflict in Health Care delivers a wealth of strategiesand techniques for structuring conversations about conflicts and issues in groups large and small.

"A fresh, clear-eyed view of how to approach conflict in the American healthcare system . . . shows how direct, immediate, tactful, and open communication will greatly improve any workplace setting." -- KATHLEEN SELLICK, President and CEO, Rady Children's Hospital

"Having worked in large hospital systems for many years, I wish I had known these skills and techniques when I supervised nurses and coordinated teams." -- KIM PHILLIPS, MSN, RN, CFCN, Nurse's Touch, Inc.

"During the past 12 months, over 450 managers and supervisors on my team at Sanford Health have gone through this training, and it works!" -- EVAN BURKETT, Chief Human Resources Officer, Sanford Health

"The strategy and skills laid out in this book . . . are truly effective. Ignore this at your peril." -- DR. SAMUEL B. HO, Chief, Gastroenterology Section, Veterans Affairs San Diego Healthcare System, Professor of Medicine, University of California, San Diego

Zusammenfassung
Offers four-step method for improving communication and managing conflict in any healthcare setting. This book delivers a wealth of strategies and techniques for structuring conversations about conflicts and issues in groups large and small.

Inhalt

PART ONE: Introductions
CHAPTER 1: Welcome to The Exchange at St. Sonia's
CHAPTER 2: The Exchange: A Proven Approach to Conflict Resolution
PART TWO: The Four-Stage Exchange Model
CHAPTER 3: The Exchange, Stage One: The Private Meetings
CHAPTER 4: The Exchange, Stage Two: Developing the Agenda
CHAPTER 5: The Exchange, Stage Three: The Joint Meeting
CHAPTER 6: The Exchange, Stage Four: Problem Solving
PART THREE: Using The Exchange in the Workplace
CHAPTER 7: The Classic Exchange: One Manager, Two Employees
CHAPTER 8: Adapting The Exchange to Manage a Disruptive Employee
CHAPTER 9: The Exchange Aikidoist: How to Use the Techniques When You Are Attacked
CHAPTER 10: Using The Exchange to Coach an Employee When Bosses Are Bullies
CHAPTER 11: Using The Exchange Techniques with Patients
CHAPTER 12: The Exchange and Patients' Families
CHAPTER 13: Using The Exchange in Group Conflicts
PART FOUR: Beyond The Workplace
CHAPTER 14: Using The Exchange Techniques on Yourself
CHAPTER 15: The Exchange: Will It Work at Home?
CHAPTER 16: Epilogue at St. Sonia's Hospital
Appendixes
APPENDIX A: Communication Skills for the Exchange
APPENDIX B: Sentinel Event Alert July 9, 2008, Issue 40
REFERENCES
Index