TY  - BOOK
AU  - Debell, B
TI  - Conciliation and mediation in the NHS:  a practical guide
SN  - 1857752317
PY  - 1997///
PB  - Radcliffe Med
KW  - National health service
KW  - Complaints
KW  - Communication skills
KW  - Patient satisfaction
N1  - 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
ER  -