Conciliation and mediation in the NHS :
Debell, B
Conciliation and mediation in the NHS : a practical guide - Radcliffe Med, 1997 - 91p
1 - Conciliation - mediation - arbitration - what's the difference? 2 - Summary of the new NHS complaints procedure. 3 - Where can conciliation work? 4 - What about mediation? 5 - Preparing the parties to meet. 6 - The conciliation meeting. 7 - The processes of conciliation and mediation. 8 - Listening techniques. 9 - Using body language. 10 - Benefits and shortfalls of conciliation. 11 - When conciliation may not work. 12 - Communicating with the parties to the conciliation process. APPENDIX 1 - Flow chart of the conciliation process. APPENDIX 2 - Check list for the conciliator. Glossary.
1857752317
National health service
Complaints
Communication skills
Patient satisfaction
WX 555.
Conciliation and mediation in the NHS : a practical guide - Radcliffe Med, 1997 - 91p
1 - Conciliation - mediation - arbitration - what's the difference? 2 - Summary of the new NHS complaints procedure. 3 - Where can conciliation work? 4 - What about mediation? 5 - Preparing the parties to meet. 6 - The conciliation meeting. 7 - The processes of conciliation and mediation. 8 - Listening techniques. 9 - Using body language. 10 - Benefits and shortfalls of conciliation. 11 - When conciliation may not work. 12 - Communicating with the parties to the conciliation process. APPENDIX 1 - Flow chart of the conciliation process. APPENDIX 2 - Check list for the conciliator. Glossary.
1857752317
National health service
Complaints
Communication skills
Patient satisfaction
WX 555.