Skip to main content

Humanities, Social Science and Language


Digital Products


Connect®
Course management and student learning tools backed by great support.

McGraw Hill GO
Greenlight learning with the new eBook+

ALEKS®
Personalize learning and assessment

ALEKS® Placement, Preparation, and Learning
Achieve accurate math placement

SIMnet
Ignite mastery of MS Office and IT skills

McGraw Hill eBook & ReadAnywhere App
Get learning that fits anytime, anywhere

Sharpen: Study App
A reliable study app for students

Virtual Labs
Flexible, realistic science simulations

AI Reader
Encourage Discovery, Boost Understanding

Services


Affordable Access
Reduce costs and increase success

Learning Management System Integration
Log in and sync up

Content Collections powered by Create®
Curate and deliver your ideal content

Custom Courseware Solutions
Teach your course your way

Education for All
Let’s build a future where every student has a chance to succeed

Business Program
Explore business learning solutions & resources

Professional Services
Collaborate to optimize outcomes

Remote Proctoring
Validate online exams even offsite

Institutional Solutions
Increase engagement, lower costs, and improve access for your students

Evergreen
Updated, relevant materials—without the hassle.

Support


General Help & Support Info
Customer Service & Tech Support contact information

Online Technical Support Center
FAQs, articles, chat, email or phone support

Support At Every Step
Instructor tools, training and resources for ALEKS, Connect & SIMnet

Instructor Sample Requests
Get step by step instructions for requesting an evaluation, exam, or desk copy

Platform System Check
System status in real time

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

ISBN10: 0071801960 | ISBN13: 9780071801966

The Exchange Strategy for Managing Conflict in Healthcare: How to Defuse Emotions and Create Solutions when the Stakes are High
ISBN10: 0071801960
ISBN13: 9780071801966
By Steven Dinkin, Barbara Filner and Lisa Maxwell

Step 1 . Download Adobe Digital Editions to your PC or Mac desktop/laptop.

Step 2. Register and authorize your Adobe ID (optional). To access your eBook on multiple devices, first create an Adobe ID at account.adobe.com. Then, open Adobe Digital Editions, go to the Help menu, and select "Authorize Computer" to link your Adobe ID.

Step 3. Open Your eBook. Use Adobe Digital Editions to open the file. If the eBook doesn’t open, contact customer service for assistance.

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

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

Need support?   We're here to help - Get real-world support and resources every step of the way.

Top