医疗纠纷促进式调解理论与技能

目 录 **章 医疗纠纷促进式调解理论基础与程序建构 ······························ 001 **节 医院内医疗纠纷处理中存在的问题 ···························· 002 第二节 医疗纠纷促进式调解理论基础 ·································· 007 第三节 医疗纠纷调解中引入促进式调解模式 ························· 010 第四节 医疗纠纷促进式调解理念 ········································ 016 第五节 医疗纠纷促进式调解程序 ······································· 021 第二章 医疗纠纷促进式调解模式的创新 ········································· 033 **节 运用心理学理论构建调解新模式 ······························· 033 第二节 运用同理心构建调解新模式 ····································· 041 第三节 运用罗伯特议事规则构建新模式 ······························· 053 第三章 医疗纠纷调解技能体系构建研究 ——基于模糊德尔菲法的综合运用 ······················ 067 第四章 医疗纠纷促进式调解倾听技能 ············································· 085 **节 倾听技能不足之表现 ·············································· 085 第二节 倾听不能只见“病”不见“全人” ···························· 087 第三节 促进式倾听模式的构建 ··········································· 091 第四节 促进式倾听技能的运用 ··········································· 100 第五章 医疗纠纷促进式调解情绪应对技能 ······································· 108 **节 情绪是心理上的排泄物 ··········································· 108 第二节 碾磨你的情绪颗粒度 ············································· 111 第三节 管理好情绪，不要陷入对错之争 ······························· 115 第四节 对待患者，你是冷静还是冷漠 ·································· 118 第五节 沉默的应对与技能 ················································· 122 第六节 “冷安慰”与支持性回应技能 ·································· 126 第六章 医疗纠纷促进式调解提问技能 ············································· 132 **节 提问技能的重要性及其主要分类 ······························· 132 第二节 开放式提问与接诊谈话 ··········································· 134 第三节 接诊谈话中的“三过”现象 ···································· 137 第四节 提问要着眼于打造医疗人际型关系 ··························· 142 第五节 度量式提问，让状态真正被看见 ······························· 146 第七章 医疗纠纷促进式调解叙事技能 ············································· 152 **节 医疗纠纷促进式调解中的叙事医学理论 ······················ 152 第二节 叙事技能的应用研究 ·············································· 156 第三节 叙事医学三要素的应用事例研究 ······························ 160 第四节 叙事医学技能在术前准备中的应用 ···························· 165 第五节 叙事构建患者的自我认同 ········································ 169 第六节 利用叙事医学技能提高患者的依从性研究 ··················· 173 第八章 医疗纠纷促进式调解谈判技能 ············································· 186 **节 坚持以患者利益需求为中心 ····································· 186 第二节 满足当事者情感需求的谈判技能 ······························· 199 第三节 谈判策略在医疗纠纷调解中的运用 ···························· 218 第四节 谈判对调解理念转型的启示研究 ······························· 222 第九章 医疗纠纷促进式调解打破僵局技能 ······································· 228 **节 以开放的心态，破除投诉者闹事刻板印象 ··················· 229 第二节 从尊重开始，无条件接纳与关怀 ······························· 233 第三节 感动服务，稳住患方的心 ········································ 236 第四节 巧用“我信息”，坦述自己的弱处 ····························· 239 第五节 应用知觉检核法，讲述对方的故事 ···························· 242 第六节 从调解员的视角审视自己，讲好第三个故事 ················ 245 第七节 巧借外力，多方推动解纠纷 ····································· 249 附录 医疗纠纷调解技能体系构建模糊德尔菲问卷 ······························ 255 致谢··························································································· 261