Coping with Difficult People in the Health Care Setting

From The Critics

Reviewer: Diane L. Gromowski(Medical College of Wisconsin)
Description: This is a highly effective resource book defining management techniques for dealing with difficult people in the health care setting. Preventive measures are presented for the manager to preclude the development of problem employees and cease minor behavior problems before they become disruptive.
Purpose: The purpose is to teach management concepts for hiring, training, coaching, counseling, and disciplining difficult employees in the health care setting. The structure emphasizes proactive strategies, then reactive remedies, to prevent people problems from developing. Many of the principles outlined are applicable to other environments other than health care. The examples given accentuate the material presented while targeting patient care situations.
Audience: Managers in the health care industry will receive the greatest benefit from the book, but the majority of material presented can be applied to service-oriented environments. Examples capture the health care milieu succinctly.
Features: Each chapter is a major topic with clearly identified subheadings. The last chapter in the book summarizes the major topics, cross-referencing items that have been mentioned in more than one area. The format makes the book a useful resource tool.
Assessment: This is a very valuable resource for individuals in a supervisory role. The book contains an extensive breadth of extremely practical and current management techniques. Presentation of material is straightforward, using pertinent situations for the health care setting.

Diane L. Gromowski

This is a highly effective resource book defining management techniques for dealing with difficult people in the health care setting. Preventive measures are presented for the manager to preclude the development of problem employees and cease minor behavior problems before they become disruptive. The purpose is to teach management concepts for hiring, training, coaching, counseling, and disciplining difficult employees in the health care setting. The structure emphasizes proactive strategies, then reactive remedies, to prevent people problems from developing. Many of the principles outlined are applicable to other environments other than health care. The examples given accentuate the material presented while targeting patient care situations. Managers in the health care industry will receive the greatest benefit from the book, but the majority of material presented can be applied to service-oriented environments. Examples capture the health care milieu succinctly. Each chapter is a major topic with clearly identified subheadings. The last chapter in the book summarizes the major topics, cross-referencing items that have been mentioned in more than one area. The format makes the book a useful resource tool. This is a very valuable resource for individuals in a supervisory role. The book contains an extensive breadth of extremely practical and current management techniques. Presentation of material is straightforward, using pertinent situations for the health care setting.

4 Stars! from Doody