目 錄 **章 醫療糾紛促進式調解理論基礎與程序建構 ······························ 001 **節 醫院內醫療糾紛處理中存在的問題 ···························· 002 第二節 醫療糾紛促進式調解理論基礎 ·································· 007 第三節 醫療糾紛調解中引入促進式調解模式 ························· 010 第四節 醫療糾紛促進式調解理念 ········································ 016 第五節 醫療糾紛促進式調解程序 ······································· 021 第二章 醫療糾紛促進式調解模式的創新 ········································· 033 **節 運用心理學理論構建調解新模式 ······························· 033 第二節 運用同理心構建調解新模式 ····································· 041 第三節 運用羅伯特議事規則構建新模式 ······························· 053 第三章 醫療糾紛調解技能體系構建研究 ——基于模糊德爾菲法的綜合運用 ······················ 067 第四章 醫療糾紛促進式調解傾聽技能 ············································· 085 **節 傾聽技能不足之表現 ·············································· 085 第二節 傾聽不能只見“病”不見“全人” ···························· 087 第三節 促進式傾聽模式的構建 ··········································· 091 第四節 促進式傾聽技能的運用 ··········································· 100 第五章 醫療糾紛促進式調解情緒應對技能 ······································· 108 **節 情緒是心理上的排泄物 ··········································· 108 第二節 碾磨你的情緒顆粒度 ············································· 111 第三節 管理好情緒，不要陷入對錯之爭 ······························· 115 第四節 對待患者，你是冷靜還是冷漠 ·································· 118 第五節 沉默的應對與技能 ················································· 122 第六節 “冷安慰”與支持性回應技能 ·································· 126 第六章 醫療糾紛促進式調解提問技能 ············································· 132 **節 提問技能的重要性及其主要分類 ······························· 132 第二節 開放式提問與接診談話 ··········································· 134 第三節 接診談話中的“三過”現象 ···································· 137 第四節 提問要著眼于打造醫療人際型關系 ··························· 142 第五節 度量式提問，讓狀態真正被看見 ······························· 146 第七章 醫療糾紛促進式調解敘事技能 ············································· 152 **節 醫療糾紛促進式調解中的敘事醫學理論 ······················ 152 第二節 敘事技能的應用研究 ·············································· 156 第三節 敘事醫學三要素的應用事例研究 ······························ 160 第四節 敘事醫學技能在術前準備中的應用 ···························· 165 第五節 敘事構建患者的自我認同 ········································ 169 第六節 利用敘事醫學技能提高患者的依從性研究 ··················· 173 第八章 醫療糾紛促進式調解談判技能 ············································· 186 **節 堅持以患者利益需求為中心 ····································· 186 第二節 滿足當事者情感需求的談判技能 ······························· 199 第三節 談判策略在醫療糾紛調解中的運用 ···························· 218 第四節 談判對調解理念轉型的啟示研究 ······························· 222 第九章 醫療糾紛促進式調解打破僵局技能 ······································· 228 **節 以開放的心態，破除投訴者鬧事刻板印象 ··················· 229 第二節 從尊重開始，無條件接納與關懷 ······························· 233 第三節 感動服務，穩住患方的心 ········································ 236 第四節 巧用“我信息”，坦述自己的弱處 ····························· 239 第五節 應用知覺檢核法，講述對方的故事 ···························· 242 第六節 從調解員的視角審視自己，講好第三個故事 ················ 245 第七節 巧借外力，多方推動解糾紛 ····································· 249 附錄 醫療糾紛調解技能體系構建模糊德爾菲問卷 ······························ 255 致謝··························································································· 261