Cover -- Praise -- Title Page -- Copyright Page -- Dedication -- Acknowledgments -- About the Authors -- Table of Contents -- Introduction -- Part I-Bitter Behavior -- Chapter 1-The Newbie: Mistreatment of New Nurses -- Chapter 2-The Know-It-All/Criticism Queen -- Chapter 3-Gossip and Trash Talk -- Chapter 4-Cliques, Campaigns, and High-School Drama -- Chapter 5-Incivility -- Part II-Relationship Riff -- Chapter 6-Competition and Credit -- Chapter 7-Personal Issues and Downtime Behavior -- Part III-I'm Not OK, and Neither Are You -- Chapter 8-The Murse -- Chapter 9-Better Than You -- Chapter 10-Generations at Work -- Chapter 11-Minimizing the Value of Colleagues -- Part IV-Sinister Systems -- Chapter 12-Politics and CYA -- Chapter 13-Nurse Managers as the Problem -- Part V-Friction Fallout -- Chapter 14-Patients as Victims -- Chapter 15-On the Battlefield: Nurses Under Attack -- Chapter 16-Toxic Culture/Environment -- Chapter 17-Conclusions -- Part VI-Appendixes -- Appendix A-Is Your Management Style Causing Conflict? -- Appendix B-Conflict Case Scenario -- Appendix C-Organizational Cynicism Self-Assessment -- Appendix D-When It's Time to Seek Outside Counsel -- References -- Index of Vignettes -- Index of Commentators -- Index.