The application of creative methods and techniques for managingconflict and change in a stressful environment is described. Praise,communication methods, a creative problemsolving model, participativemanagement, job clarification interviews, and effective listening skillswere used to improve the services in a hectic health care environment.The number of complaints was drastically reduced and the number ofcompliments was significantly increased. The results of employeeinvolvement in these activities are included here. The use of thesetechniques with the administration, the medical staff, and others in thehealth care community will be described subsequently.
Leadership & Organization Development Journal – Emerald Publishing
Published: Apr 1, 1991
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