The Exchange Strategy for Managing Conflict in Healthcare: How to Defuse Emotions and Create Solutions when the Stakes are High

Created for today's high-stress medical workplace, a proven four-step program that empowers any manager or trainer with the strategies and skills of a seasoned mediator Disputes among healthcare workers can have a profoundly negative effect in many areas, including patient outcomes. Based on the National Conflict Resolution Center's successful methodology for dealing constructively with interpersonal problems, The Exchange Method for Healthcaredelivers a wealth of strategies and techniques for structuring conversations about conflicts and issues in groups large and small. Steven P. Dinkinhas directed the National Conflict Resolution Center since 2003, where he has spearheaded the effort to establish national standards for mediation training. Lisa Maxwellhas been a mediator since 1985 and is also the Director of NCRC's Training Institute.

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