TY  - CHAP
M1  - Book, Section
TI  - The Classic Exchange: One Manager, Two Employees
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  - It  had  been  a  very  hectic  Monday  at  the  clinic:  appointments  were  running  over;  emergencies  had  taken  up  more  time  than  usual  and  when  a  patient  showed  up  over  an  hour  late  for  his  appointment,  the  front  desk  receptionist  told  him  he  would  have  to  reschedule  for  another  day.  When  John  Chu,  the  physician's  assistant  (PA)  who  had  been  scheduled  to  meet  with  the  patient,  heard  that  the  appointment  had  been  canceled,  he  erupted  in  anger  in  front  of  a  waiting  room  full  of  patients.  The  receptionist,  Lilly  Brown,  had  burst  into  tears  and  called  Drew  Thompson,  head  of  Employee  Relations,  about  filing  a  grievance.  
SN  - 
PB  - McGraw-Hill Education
CY  - New York, NY
Y2  - 2024/04/20
UR  - accessmedicine.mhmedical.com/content.aspx?aid=1150324661
ER  -