TY  - CHAP
M1  - Book, Section
TI  - The Exchange, Stage Four: Problem Solving
A1  - Dinkin, Steven P.
A1  - Filner, Barbara
A1  - Maxwell, Lisa
Y1  - 2018
N1  - 
T2  - The Exchange Strategy for Managing Conflict in Health Care: How to Defuse Emotions and Create Solutions When the Stakes Are High
AB  - As  anyone  involved  in  a  conflict  has  experienced,  it's  easier  to  keep  complaining  and  blaming  others  than  actually  to  work  on  resolving  the  situation.  Much  of  this  is  human  nature.  After  all,  you  know  the  "rules"  about  complaining.  You  also  know  the  situation  from  your  perspective  and  you  are  probably  fairly  comfortable  describing  it.  It's  interesting  that  every  time  people  retell  an  incident  in  which  they  believe  they  were  wronged,  their  perception  of  it  becomes  more  difficult  to  put  aside.  All  the  old  emotions  are  re-experienced;  it's  as  if  the  brain  imprints  them  more  deeply  with  each  retelling.  And  for  the  most  part,  people  get  trapped  in  remembering  how  they  were  wronged  in  the  past.  
SN  - 
PB  - McGraw-Hill Education
CY  - New York, NY
Y2  - 2024/04/25
UR  - accessmedicine.mhmedical.com/content.aspx?aid=1150324599
ER  -