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The application of creative methods and techniques for managing conflict and change in a stressful environment is described. Praise, communication methods, a creative problem‐solving model, participative management, job clarification interviews, and effective listening skills were used to improve the services in a hectic health care environment. The number of complaints was drastically reduced and the number of compliments was significantly increased. The results of employee involvement in these activities are included here. The use of these techniques with the administration, the medical staff, and others in the health care community will be described subsequently.

The second of five articles is presented on results achieved by use of positive reinforcement techniques by a US hospital Medical Information Systems department. The aims were to improve the department′s performance and win co‐operation from the administration, other departments, medical staff. The techniques used are described: recognise individuals; communicate effectively; show appreciation by gifts, cards, awards, etc.; find out what others′ real needs and complaints are – and visibly respond; give praise.