000			01394cam a2200397 4500
001			9801120
008			090401t1997 xxu||||| |||| 00| 0 eng d
020			_a1857752317
035			_a(Sirsi) i9781857752311
060			_aWX 555.
100			_aDebell, B
245			_aConciliation and mediation in the NHS : _b a practical guide
260			_bRadcliffe Med, _c1997
300			_a91p
505	0		_a1 - Conciliation - mediation - arbitration - what's the difference?
505	0		_a2 - Summary of the new NHS complaints procedure.
505	0		_a3 - Where can conciliation work?
505	0		_a4 - What about mediation?
505	0		_a5 - Preparing the parties to meet.
505	0		_a6 - The conciliation meeting.
505	0		_a7 - The processes of conciliation and mediation.
505	0		_a8 - Listening techniques.
505	0		_a9 - Using body language.
505	0		_a10 - Benefits and shortfalls of conciliation.
505	0		_a11 - When conciliation may not work.
505	0		_a12 - Communicating with the parties to the conciliation process.
505	0		_aAPPENDIX 1 - Flow chart of the conciliation process.
505	0		_aAPPENDIX 2 - Check list for the conciliator.
505	0		_aGlossary.
591			_aK
610		2	_aNational health service
650			_aComplaints
650			_aCommunication skills
650			_aPatient satisfaction
942			_n0 _01
999			_c14584 _d14584