Includes index. Dinkin, S. P., Filner, B., & Maxwell, L. (2013). The exchange strategy for managing conflict in health care: How to defuse emotions and create solutions when the stakes are high. New York : McGraw-Hill.

Part 1: Introductions -- Chapter 1: Welcome to the exchange at St. Sonia's -- Chapter 2: The exchange: a proven approach to conflict resolution -- Part 2: 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 3: 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 4: Beyond the workplace -- Chapter 14: Using exchange techniques on yourself -- Chapter 15: The exchange: will it work at home? -- Chapter 16: Epilogue at St. Sonia's Hospital

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.