Foreword Gautam G. Bodiwala; Part I. Leadership Principles: 1. Leadership in emergency medicine Robert L. Freitas; 2. Identifying and resolving conflict in the workplace Robert E. Suter and Jennifer R. Johnson; 3. Leading change: an overview of three dominant strategies of change Andrew Schenkel; 4. Building the leadership team Peter Cameron; 5. Establishing the emergency department's role within the hospital Thomas Fleischmann; 6. Strategies for clinical team building: the importance of teams in medicine Matthew M. Rice; Part II. Management Principles: 7. Quality assurance in the emergency department Philip D. Anderson and J. Lawrence Mottley; 8. Emergency department policies and procedures Kirsten Boyd; 9. A framework for optimal emergency department risk management and patient safety Carrie Tibbles and Jock Hoffman; 10. Emergency department staff development Thomas Fleischmann; 11. Costs in emergency departments Matthias Brachmann; 12. Human resource management Mary Leupold; 13. Project management Lee A. Wallis, Leana S. Wen and Sebastian N. Walker; 14. How higher patient, employee and physician satisfaction lead to better outcomes of care Christina Dempsey, Deirdre Mylod and Richard B. Siegrist, Jr; 15. The leader's toolbox: things they didn't teach in nursing or medical school Robert L. Freitas; Part III. Operational Principles: 16. Assessing your needs Manuel Hernandez; 17. Emergency department design Michael P. Pietrzak and James Lennon; 18. Informatics in the emergency department Steven Horng, John D. Halamka and Larry A. Nathanson; 19. Triage systems Shelley Calder and Elke Platz; 20. Staffing models Kirk Jensen, Dan Kirkpatrick and Thom Mayer; 21. Emergency department practice guidelines and clinical pathways Jonathan A. Edlow; 22. Observation units Christopher W. Baugh and J. Stephen Bohan; 23. Optimizing patient flow through the emergency department Kirk Jensen and Jody Crane; 24. Emergency department overcrowding Venkataraman Anantharaman and Puneet Seth; 25. Practice management models in emergency medicine Robert E. Suter and Chet Schrader; 26. Emergency nursing Shelley Calder and Kirsten Boyd; Part IV. Special Topics: 27. Disaster operations management David Callaway; 28. Working with the media Peter Brown; 29. Special teams in the emergency department David Smith and Nadeem Qureshi; 30. Interacting with prehospital systems Scott B. Murray; 31. Emergency medicine in basic medical education Julie Welch and Cherri Hobgood; 32. Emergency department outreach Meaghan Cussen; 33. Planning for diversity Tasnim Khan; Index.