The Exchange Strategy for Managing Conflict in Health Care: How to Defuse Emotions and Create Solutions When the Stakes Are High (Paperback)

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