Robinett J, Cruser DA, Podawiltz AL. 'But doctor, someone has to do something': Resolving interpersonal conflicts in the workplace. J Am Osteopath Assoc 1995;95(5):333. doi: 10.7556/jaoa.19126.96.36.1993.
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Physicians are often called on to address interpersonal conflicts among office staff and colleagues. Because such strife can interfere with patient care, physicians should learn to diffuse these situations as adeptly and quickly as possible. The authors outline one approach, which they developed while working at the Oklahoma Department of Mental Health. Designated by the mnemonic LIFT (Listen, Inquire, ask for Feedback, Test), this approach has been used successfully to resolve interpersonal conflict in small groups.
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