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Communication Skills of Medical Secretaries with Angry Patients and Patient Relatives: A Scale Development Study

Yıl 2024, , 169 - 187, 01.07.2024
https://doi.org/10.17541/optimum.1328860

Öz

The aim of this study is to develop a measurement tool suitable for the national cultural context to determine the skills of medical secretaries in communicating with angry patients and their relatives. The study was conducted by analyzing the data obtained from 624 medical secretaries working in outpatient clinics, clinics, emergency services, operating theatres, consultation, and patient reception units of public and private health institutions. As a result of the exploratory factor analysis, it was determined that the scale consisted of 19 items under 4 factors named (1) Positive Approach, (2) Creating Effective Messages, (3) Anticipating and Awareness of Anger, and (4) Managing Anger. Then, construct validity, criterion-dependent validity, and internal consistency analyses were performed by considering the variance structure and covariance relations of the scale. As a result of all these analyses, sufficient evidence was obtained that the developed scale is a valid and reliable measurement.

Kaynakça

  • Almost, J. (2006). Conflict within nursing work environments: Concept analysis. Journal of Advanced Nursing, 53(4), 444–453
  • Atkinson, R., & Flint, J. (2001). Accessing hidden and hard-to-reach populations: Snowball research strategies. Social research update, 33(1), 1-4
  • Averill, J. R. (1993). Putting the social in social cognition, with special reference to emotion. Advances in Social Cognition, 6, 47-55
  • Barnhill, C. R., Smith, N. L., & Oja, B. D. (2021). Communication in Organizations. In Organizational Behavior in Sport Management (pp. 49-58). Palgrave Macmillan: Cham
  • Başoğul, C., & Özgür, G. (2016). Role of emotional intelligence in conflict management strategies of nurses. Asian Nursing Research, 10(3), 228-233
  • Beckman, H. B., & Frankel, R. M. (2003). Training practitioners to communicate effectively in cancer care: it is the relationship that counts. Patient Education And Counseling, 50(1), 85-89
  • Breen, C. M., Abernethy, A. P., Abbott, K. H., & Tulksy, J. A. (2001). Conflict associated with decisions to limit life-sustaining treatment in intensive care units. Journal of General Internal Medicine, 16(5), 283–289
  • Brinkert, R. (2010). A literature review of conflict communication causes, costs, benefits and interventions in nursing. Journal of Nursing Management, 18(2), 145–156
  • Bilişli, Y., Altaş, B., & Zetter, S. A. (2017). Nitelikli sağlık iletişimini engelleyen bir unsur olarak “Zor Hasta”. Sağlık Akademisyenleri Dergisi, 4(4), 289-300
  • Blackstock, S., Harlos, K., Macleod, M. L., & Hardy, C. L. (2015). The impact of organisational factors on horizontal bullying and turnover intentions in the nursing workplace. Journal of Nursing Management, 23(8), 1106-1114.
  • Carver, C. S., & Harmon-Jones, E. (2009). Anger is an approach-related affect: Evidence and implications. Psychological Bulletin, 135(2), 183–204.
  • Casoria, F., Riedl, A., & Werner, P. (2020). Behavioral aspects of communication in organizations (pp. 1-31): Springer International Publishing.
  • Chen, G., Gully, S. M., & Eden, D. (2001). Validation of a new general self-efficacy scale. Organizational Research Methods, 4(2), 62-83
  • Cohen, J. (1988). Statistical power analysis for the behavioral sciences. Mahwah, NJ: Erlbaum.
  • Chipidza, F., Wallwork, R. S., Adams, T. N., & Stern, T. A. (2016). Evaluation and treatment of the angry patient. The Primary Care Companion For CNS Disorders, 18(3), 26339.
  • Embriaco, N., Papazian, L., Kentish-Barnes, N., Pochard, F., & Azoulay, E. (2007). Burnout syndrome among critical care healthcare workers. Current Opinion in Critical Care, 13(5), 482–488.
  • Erdoğan, A. (2018). Tıbbi Sekreterlik Mesleği ile İlgili Nitel Bir Araştırma. Akademia Sosyal Bilimler Dergisi, 134-148.
  • Forbat, L., Sayer, C., McNamee, P., Menson, E., & Barclay, S. (2016). Conflict in a pediatric hospital: A prospective mixed-method study. Archives of Disease in Childhood, 101(1), 23–27.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
  • Fraenkel, J. R., Wallen, N. E. & Hyun, H. H. (2012). How to design and evaluate research in education. New York: McGraw-Hill.
  • Friedman, V., & Berthoin A., A. (2005). Negotiating reality: A theory of action approach to intercultural competence. Management Learning, 36(1), 69– 86.
  • Gadlin, H. (1994). Conflict resolution, cultural differences, and the culture of racism. Negotiation Journal, 10(1), 33– 47.
  • George, D., & Mallery, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0 update (10a ed.). Boston: Pearson.
  • Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 397-418.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). Primer on partial least square structural equations modeling (PLS-SEM), (2nd Ed.), Sage: Thousand Oaks.
  • Henseler, J., Ringle, C. M. & Sarstedt, M. (2015), A new criterion for assessing discriminant validity in varience-based structural equation modelling. Journal of the Academy of Marketing Science, 43, 115-135.
  • Hertting, A., Nilsson, K., Theorell, T., & Larsson, U. S. (2003). Personnel reductions and structural changes in health care: work-life experiences of medical secretaries. Journal Of Psychosomatic Research, 54(2), 161-170.
  • Hillhouse, J. J. & Adler, C. M. (1997). Investigating stress effectpatterns in hospital staff nurses: results of a cluster analysis. Social Science and Medicine, 45(12), 1781–1788.
  • Hinkin, T. R. (2005). Scale development principles and practices. In. R.A. Swanson ve E.W. Holton (Ed), Research in Organizations: Foundations and Methods in Inquiry. Berrett- Koehler: San Francisco.
  • Hitt, M. A., Miller, C., Colella, A., & Triana, M. (2017). Organizational Behavior (5th ed.). Wiley.
  • Horton, J.L. (1995). Integrating corporate communications: The cost-effective use of message and medium. Westport: Greenwood.
  • Howells, K., & Day, A. (2003). Readiness for anger management: Clinical and theoretical issues. Clinical Psychology Review, 23(2), 319-337.
  • Hynes, G. E. (2012). Improving employees’ interpersonal communication competencies: A qualitative study. Business Communication Quarterly, 75(4), 466-475.
  • Iwamitsu, Y., Ando, M., Honda, I., Hashi, A., Tsutsui, S., & Yamada, N. (2001). Nurses comprehension and recall process ofa patients message with double-bind information. Psychological Reports, 88(3, Pt2), 1135–1141.
  • İştar Işıklı, E., & Suysal, M. (2019). Tıbbi sekreterlerin yaşadığı sorunların incelenmesi: Düzce ilinde bir alan araştırması. Asya Studies, 2(8), 41-52.
  • Jatobá, A., Bellas, H. C., Bulhões, B., Koster, I., Arcuri, R., & de Carvalho, P. V. R. (2020). Assessing community health workers’ conditions for delivering care to patients in low-income communities. Applied Ergonomics, 82, 102944.
  • Jehn, K. A. (1997). A qualitative analysis of conflict types and dimensions in organizational groups. Administrative Science Quarterly, 42(3), 530-557.
  • Johnson, T. P. (2014). Snowball sampling: Introduction Wiley StatsRef: Statistics Reference Online, John Wiley & Sons, Ltd, Chichester: UK.
  • Kalogiannidis, S., & Papaevangelou, O. (2020). Impact of business communication on the performance of adult trainees. International Journal of Academic Research in Progressive Education and Development, 9(3), 213-222.
  • Kaya, Ş. D., Yüceler, A., Uludağ, A., & Karadağ, Ş. (2017). Hasta ilişkilerinde tıbbi sekreterlerin duygusal emek ve iletişim becerilerinin nitel olarak değerlendirilmesi. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 8(19), 62-76.
  • Kayser, J. B. (2022). Managing Conflict in the Surgical Intensive Care Unit. In Management of Chest Trauma: A Practical Guide (pp. 311-320). Cham: Springer International Publishing.
  • Koc, E., & Boz, H. (2020). Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities. Journal of Hospitality Marketing & Management, 29(2), 121-138.
  • Koc, E., & Boz, H. (2019). Emotions and developing emotional intelligence in tourism and hospitality businesses. In. E. Koc (Ed.), Emotional intelligence in tourism and hospitality. Wallingford, Oxford: CABI.
  • Michelson, G., & Mouly, V. S. (2002). ‘You didn't hear it from us but…’: Towards an understanding of rumour and gossip in organisations. Australian Journal of Management, 27(1_suppl), 57-65.
  • Moreo, A., Cain, L., & Chang, W. (2020). Antecedents and consequences of anger among restaurant employees. Journal of Hospitality and Tourism Management, 45, 37-47.
  • Mosadeghrad, A. M. (2014), Why TQM does not work in Iranian healthcare organisations. International Journal of Health Care Quality Assurance, 27(4), 320-335.
  • Nunnally, J. C. (1978). Psychometric theory. NewYork: McGraw-Hill Companies.
  • Oltarzhevskyi, D. O. (2019). Typology of contemporary corporate communication channels. Corporate Communications: An International Journal, 24(4), 608-622.
  • Pan, S. P., & Lin, C. F. (2022). The relationship between organizational communication and missed nursing care in oncology wards in Taiwan. Nursing Open, 9(6), 2750-2760.
  • Petitta, L., Probst, T. M., Ghezzi, V., & Barbaranelli, C. (2019). Cognitive failures in response to emotional contagion: their effects on workplace accidents. Accident Analysis & Prevention, 125, 165-173.
  • Piryani, R. M., & Piryani, S. (2018). Conflict management in healthcare. Journal of Nepal Health Research Council, 16(41), 481-482.
  • Ranjan, P., Kumari, A., & Chakrawarty, A. (2015). How can doctors improve their communication skills?. Journal Of Clinical And Diagnostic Research: JCDR, 9(3), JE01.
  • Schablon, A., Zeh, A., Wendeler, D., Peters, C., Wohlert, C., Melanie, H., & Nienhaus, A. (2012). Frequency and consequences of violence and aggression towards employees in the German healthcare and welfare system: A cross-sectional study. British Medical Journal Open, 2(5), 1–10.
  • Sharma, S., & Singh, G. (2022). Virtual Fitness: investigating team commitment and post-pandemic virtual workout perceptions. Telematics and Informatics, 71, 101840.
  • Shin, J. H. (2009). Developing constructive and proactive conflict management strategies in healthcare. Journal of Communication in Healthcare, 2(1), 78-94.
  • Sias, P. M. (2005). Workplace relationship quality and employee information experiences. Communication Studies, 56(4), 375-395.
  • Solmaz, B., & Duğan, Ö. (2018). Sağlık Çalışanı ile Hasta ve Yakınları Arasında Yaşanan Şiddetin Nedenlerinden İletişim Üzerine Bir İnceleme. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18(2), 185-206.
  • Spector, P. E., Zhou, Z. E., & Che, X. X. (2014). Nurse exposure to physical and nonphysical violence, bullying, and sexual harassment: A quantitative review. International Journal of Nursing Studies, 51(1), 72–84.
  • Stewart, M. A. (1995). Effective physician-patient communication and health outcomes: A review. CMAJ, 152(9), 1423–1433.
  • Studdert, D. M., Mello, M. M., Burns, J. P., Puopolo, A. L., Galper, B. Z., Truog, R. D., & Brennan, T. A. (2003). Conflict in the care of patients with prolonged stay in the ICU: Types, sources, and predictors. Intensive Care Medicine, 29(9), 1489–1497.
  • Tavris, C. (1989). Anger: The misunderstood emotion. Simon & Schuster: New York.
  • Tengilimoğlu, D., & Körpe, İ. (2002), Hastanelerde Sekreterlik Hizmetlerinde, İletişim Sorunlarını Belirlemeye Yönelik Bir Alan Çalışması, İletişim Dergisi, 13, 53-79.
  • Tengilimoğlu, D., Zekioğlu, A., Tosun, N., Işık, O., & Tengilimoğlu, O. (2021). Impacts of COVID-19 pandemic period on depression, anxiety and stress levels of the healthcare employees in Turkey. Legal Medicine, 48, 101811.
  • Trudel, J., & Reio Jr, T. G. (2011). Managing workplace incivility: The role of conflict management styles—antecedent or antidote?. Human Resource Development Quarterly, 22(4), 395-423.
  • Verrall, C., Abery, E., Harvey, C., Henderson, J., Willis, E., Hamilton, P., Toffoli, L., & Blackman, I. (2015). Nurses and midwives perceptions of missed nursing care–A South Australian study. Collegian, 22, 413–420.
  • Verhagen, A. A., de Vos, M., Dorscheidt, J. H., Engels, B., Hubben, J. H., & Sauer, P. J. (2009). Conflicts about end-of-life decisions in NICUs in the Netherlands. Pediatrics, 124(1), e112–119.
  • Vesperi, W., Ventura, M., & Cristofaro, C. L. (2021). Conflict management as an organizational capacity: survey of hospital managers in healthcare organizations. Measuring Business Excellence, 25(4), 390-406.
  • Watson, D., Wiese, D., Vaidya, J., & Tellegen, A. (1999). The two general activation systems of affect: Structural findings, evolutionary considerations, and psychobiological evidence. Journal Of Personality And Social Psychology, 76(5), 820.
  • Wilmot, W.W. & Hocker, J.L. (2007). Interpersonal Conflict, 7. baskı. McGraw Hill: Boston, MA.
  • Yurur, S., Koc, E., Taskin, C., & Boz, H. (2021). Factors influencing intercultural sensitivity of hospitality employees. International Journal of Hospitality & Tourism Administration, 22(1), 26-44.
  • Zakari, N. M., Al Khamis, N. I., & Hamadi, H. Y. (2010), Conflict and professionalism: perceptions among nurses in Saudi Arabia. International Nursing Review, 57(3), 297-304.

Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması

Yıl 2024, , 169 - 187, 01.07.2024
https://doi.org/10.17541/optimum.1328860

Öz

Bu çalışmanın amacı, tıbbi sekreterlerin öfkeli hasta ve hasta yakınlarıyla kurdukları iletişimdeki becerilerini belirleyebilmeye yönelik bir ölçüm aracı geliştirmektir. Çalışma devlet ve özel sağlık kuruluşlarının poliklinik, klinik, acil servis, ameliyathane, danışma ve hasta kabul birimlerinde çalışan 624 tıbbi sekreterden anket yöntemiyle elde edilen verilerin analiziyle gerçekleştirilmiştir. Yapılan keşfedici faktör analizi sonucunda ölçeğin (1) Olumlu Yaklaşım, (2) Etkili Mesaj Oluşturma, (3) Öfkeyi Öngörme ve Farkındalık ve (4) Öfkeyi Yönetme olarak isimlendirilen 4 faktör altında yer alan 19 maddeden oluştuğu tespit edilmiştir. Daha sonra ölçeğin varyans yapısı ve kovaryans ilişkileri dikkate alınarak yapı geçerliliği, ölçüt bağımlı geçerlilik ve iç tutarlılık analizleri yapılmıştır. Yapılan tüm bu analizler sonucunda, geliştirilmiş olan ölçeğin, geçerli ve güvenilir bir ölçüm aracı olduğuna ilişkin yeterli kanıtlara ulaşılmıştır.

Kaynakça

  • Almost, J. (2006). Conflict within nursing work environments: Concept analysis. Journal of Advanced Nursing, 53(4), 444–453
  • Atkinson, R., & Flint, J. (2001). Accessing hidden and hard-to-reach populations: Snowball research strategies. Social research update, 33(1), 1-4
  • Averill, J. R. (1993). Putting the social in social cognition, with special reference to emotion. Advances in Social Cognition, 6, 47-55
  • Barnhill, C. R., Smith, N. L., & Oja, B. D. (2021). Communication in Organizations. In Organizational Behavior in Sport Management (pp. 49-58). Palgrave Macmillan: Cham
  • Başoğul, C., & Özgür, G. (2016). Role of emotional intelligence in conflict management strategies of nurses. Asian Nursing Research, 10(3), 228-233
  • Beckman, H. B., & Frankel, R. M. (2003). Training practitioners to communicate effectively in cancer care: it is the relationship that counts. Patient Education And Counseling, 50(1), 85-89
  • Breen, C. M., Abernethy, A. P., Abbott, K. H., & Tulksy, J. A. (2001). Conflict associated with decisions to limit life-sustaining treatment in intensive care units. Journal of General Internal Medicine, 16(5), 283–289
  • Brinkert, R. (2010). A literature review of conflict communication causes, costs, benefits and interventions in nursing. Journal of Nursing Management, 18(2), 145–156
  • Bilişli, Y., Altaş, B., & Zetter, S. A. (2017). Nitelikli sağlık iletişimini engelleyen bir unsur olarak “Zor Hasta”. Sağlık Akademisyenleri Dergisi, 4(4), 289-300
  • Blackstock, S., Harlos, K., Macleod, M. L., & Hardy, C. L. (2015). The impact of organisational factors on horizontal bullying and turnover intentions in the nursing workplace. Journal of Nursing Management, 23(8), 1106-1114.
  • Carver, C. S., & Harmon-Jones, E. (2009). Anger is an approach-related affect: Evidence and implications. Psychological Bulletin, 135(2), 183–204.
  • Casoria, F., Riedl, A., & Werner, P. (2020). Behavioral aspects of communication in organizations (pp. 1-31): Springer International Publishing.
  • Chen, G., Gully, S. M., & Eden, D. (2001). Validation of a new general self-efficacy scale. Organizational Research Methods, 4(2), 62-83
  • Cohen, J. (1988). Statistical power analysis for the behavioral sciences. Mahwah, NJ: Erlbaum.
  • Chipidza, F., Wallwork, R. S., Adams, T. N., & Stern, T. A. (2016). Evaluation and treatment of the angry patient. The Primary Care Companion For CNS Disorders, 18(3), 26339.
  • Embriaco, N., Papazian, L., Kentish-Barnes, N., Pochard, F., & Azoulay, E. (2007). Burnout syndrome among critical care healthcare workers. Current Opinion in Critical Care, 13(5), 482–488.
  • Erdoğan, A. (2018). Tıbbi Sekreterlik Mesleği ile İlgili Nitel Bir Araştırma. Akademia Sosyal Bilimler Dergisi, 134-148.
  • Forbat, L., Sayer, C., McNamee, P., Menson, E., & Barclay, S. (2016). Conflict in a pediatric hospital: A prospective mixed-method study. Archives of Disease in Childhood, 101(1), 23–27.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
  • Fraenkel, J. R., Wallen, N. E. & Hyun, H. H. (2012). How to design and evaluate research in education. New York: McGraw-Hill.
  • Friedman, V., & Berthoin A., A. (2005). Negotiating reality: A theory of action approach to intercultural competence. Management Learning, 36(1), 69– 86.
  • Gadlin, H. (1994). Conflict resolution, cultural differences, and the culture of racism. Negotiation Journal, 10(1), 33– 47.
  • George, D., & Mallery, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0 update (10a ed.). Boston: Pearson.
  • Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 397-418.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). Primer on partial least square structural equations modeling (PLS-SEM), (2nd Ed.), Sage: Thousand Oaks.
  • Henseler, J., Ringle, C. M. & Sarstedt, M. (2015), A new criterion for assessing discriminant validity in varience-based structural equation modelling. Journal of the Academy of Marketing Science, 43, 115-135.
  • Hertting, A., Nilsson, K., Theorell, T., & Larsson, U. S. (2003). Personnel reductions and structural changes in health care: work-life experiences of medical secretaries. Journal Of Psychosomatic Research, 54(2), 161-170.
  • Hillhouse, J. J. & Adler, C. M. (1997). Investigating stress effectpatterns in hospital staff nurses: results of a cluster analysis. Social Science and Medicine, 45(12), 1781–1788.
  • Hinkin, T. R. (2005). Scale development principles and practices. In. R.A. Swanson ve E.W. Holton (Ed), Research in Organizations: Foundations and Methods in Inquiry. Berrett- Koehler: San Francisco.
  • Hitt, M. A., Miller, C., Colella, A., & Triana, M. (2017). Organizational Behavior (5th ed.). Wiley.
  • Horton, J.L. (1995). Integrating corporate communications: The cost-effective use of message and medium. Westport: Greenwood.
  • Howells, K., & Day, A. (2003). Readiness for anger management: Clinical and theoretical issues. Clinical Psychology Review, 23(2), 319-337.
  • Hynes, G. E. (2012). Improving employees’ interpersonal communication competencies: A qualitative study. Business Communication Quarterly, 75(4), 466-475.
  • Iwamitsu, Y., Ando, M., Honda, I., Hashi, A., Tsutsui, S., & Yamada, N. (2001). Nurses comprehension and recall process ofa patients message with double-bind information. Psychological Reports, 88(3, Pt2), 1135–1141.
  • İştar Işıklı, E., & Suysal, M. (2019). Tıbbi sekreterlerin yaşadığı sorunların incelenmesi: Düzce ilinde bir alan araştırması. Asya Studies, 2(8), 41-52.
  • Jatobá, A., Bellas, H. C., Bulhões, B., Koster, I., Arcuri, R., & de Carvalho, P. V. R. (2020). Assessing community health workers’ conditions for delivering care to patients in low-income communities. Applied Ergonomics, 82, 102944.
  • Jehn, K. A. (1997). A qualitative analysis of conflict types and dimensions in organizational groups. Administrative Science Quarterly, 42(3), 530-557.
  • Johnson, T. P. (2014). Snowball sampling: Introduction Wiley StatsRef: Statistics Reference Online, John Wiley & Sons, Ltd, Chichester: UK.
  • Kalogiannidis, S., & Papaevangelou, O. (2020). Impact of business communication on the performance of adult trainees. International Journal of Academic Research in Progressive Education and Development, 9(3), 213-222.
  • Kaya, Ş. D., Yüceler, A., Uludağ, A., & Karadağ, Ş. (2017). Hasta ilişkilerinde tıbbi sekreterlerin duygusal emek ve iletişim becerilerinin nitel olarak değerlendirilmesi. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 8(19), 62-76.
  • Kayser, J. B. (2022). Managing Conflict in the Surgical Intensive Care Unit. In Management of Chest Trauma: A Practical Guide (pp. 311-320). Cham: Springer International Publishing.
  • Koc, E., & Boz, H. (2020). Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities. Journal of Hospitality Marketing & Management, 29(2), 121-138.
  • Koc, E., & Boz, H. (2019). Emotions and developing emotional intelligence in tourism and hospitality businesses. In. E. Koc (Ed.), Emotional intelligence in tourism and hospitality. Wallingford, Oxford: CABI.
  • Michelson, G., & Mouly, V. S. (2002). ‘You didn't hear it from us but…’: Towards an understanding of rumour and gossip in organisations. Australian Journal of Management, 27(1_suppl), 57-65.
  • Moreo, A., Cain, L., & Chang, W. (2020). Antecedents and consequences of anger among restaurant employees. Journal of Hospitality and Tourism Management, 45, 37-47.
  • Mosadeghrad, A. M. (2014), Why TQM does not work in Iranian healthcare organisations. International Journal of Health Care Quality Assurance, 27(4), 320-335.
  • Nunnally, J. C. (1978). Psychometric theory. NewYork: McGraw-Hill Companies.
  • Oltarzhevskyi, D. O. (2019). Typology of contemporary corporate communication channels. Corporate Communications: An International Journal, 24(4), 608-622.
  • Pan, S. P., & Lin, C. F. (2022). The relationship between organizational communication and missed nursing care in oncology wards in Taiwan. Nursing Open, 9(6), 2750-2760.
  • Petitta, L., Probst, T. M., Ghezzi, V., & Barbaranelli, C. (2019). Cognitive failures in response to emotional contagion: their effects on workplace accidents. Accident Analysis & Prevention, 125, 165-173.
  • Piryani, R. M., & Piryani, S. (2018). Conflict management in healthcare. Journal of Nepal Health Research Council, 16(41), 481-482.
  • Ranjan, P., Kumari, A., & Chakrawarty, A. (2015). How can doctors improve their communication skills?. Journal Of Clinical And Diagnostic Research: JCDR, 9(3), JE01.
  • Schablon, A., Zeh, A., Wendeler, D., Peters, C., Wohlert, C., Melanie, H., & Nienhaus, A. (2012). Frequency and consequences of violence and aggression towards employees in the German healthcare and welfare system: A cross-sectional study. British Medical Journal Open, 2(5), 1–10.
  • Sharma, S., & Singh, G. (2022). Virtual Fitness: investigating team commitment and post-pandemic virtual workout perceptions. Telematics and Informatics, 71, 101840.
  • Shin, J. H. (2009). Developing constructive and proactive conflict management strategies in healthcare. Journal of Communication in Healthcare, 2(1), 78-94.
  • Sias, P. M. (2005). Workplace relationship quality and employee information experiences. Communication Studies, 56(4), 375-395.
  • Solmaz, B., & Duğan, Ö. (2018). Sağlık Çalışanı ile Hasta ve Yakınları Arasında Yaşanan Şiddetin Nedenlerinden İletişim Üzerine Bir İnceleme. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18(2), 185-206.
  • Spector, P. E., Zhou, Z. E., & Che, X. X. (2014). Nurse exposure to physical and nonphysical violence, bullying, and sexual harassment: A quantitative review. International Journal of Nursing Studies, 51(1), 72–84.
  • Stewart, M. A. (1995). Effective physician-patient communication and health outcomes: A review. CMAJ, 152(9), 1423–1433.
  • Studdert, D. M., Mello, M. M., Burns, J. P., Puopolo, A. L., Galper, B. Z., Truog, R. D., & Brennan, T. A. (2003). Conflict in the care of patients with prolonged stay in the ICU: Types, sources, and predictors. Intensive Care Medicine, 29(9), 1489–1497.
  • Tavris, C. (1989). Anger: The misunderstood emotion. Simon & Schuster: New York.
  • Tengilimoğlu, D., & Körpe, İ. (2002), Hastanelerde Sekreterlik Hizmetlerinde, İletişim Sorunlarını Belirlemeye Yönelik Bir Alan Çalışması, İletişim Dergisi, 13, 53-79.
  • Tengilimoğlu, D., Zekioğlu, A., Tosun, N., Işık, O., & Tengilimoğlu, O. (2021). Impacts of COVID-19 pandemic period on depression, anxiety and stress levels of the healthcare employees in Turkey. Legal Medicine, 48, 101811.
  • Trudel, J., & Reio Jr, T. G. (2011). Managing workplace incivility: The role of conflict management styles—antecedent or antidote?. Human Resource Development Quarterly, 22(4), 395-423.
  • Verrall, C., Abery, E., Harvey, C., Henderson, J., Willis, E., Hamilton, P., Toffoli, L., & Blackman, I. (2015). Nurses and midwives perceptions of missed nursing care–A South Australian study. Collegian, 22, 413–420.
  • Verhagen, A. A., de Vos, M., Dorscheidt, J. H., Engels, B., Hubben, J. H., & Sauer, P. J. (2009). Conflicts about end-of-life decisions in NICUs in the Netherlands. Pediatrics, 124(1), e112–119.
  • Vesperi, W., Ventura, M., & Cristofaro, C. L. (2021). Conflict management as an organizational capacity: survey of hospital managers in healthcare organizations. Measuring Business Excellence, 25(4), 390-406.
  • Watson, D., Wiese, D., Vaidya, J., & Tellegen, A. (1999). The two general activation systems of affect: Structural findings, evolutionary considerations, and psychobiological evidence. Journal Of Personality And Social Psychology, 76(5), 820.
  • Wilmot, W.W. & Hocker, J.L. (2007). Interpersonal Conflict, 7. baskı. McGraw Hill: Boston, MA.
  • Yurur, S., Koc, E., Taskin, C., & Boz, H. (2021). Factors influencing intercultural sensitivity of hospitality employees. International Journal of Hospitality & Tourism Administration, 22(1), 26-44.
  • Zakari, N. M., Al Khamis, N. I., & Hamadi, H. Y. (2010), Conflict and professionalism: perceptions among nurses in Saudi Arabia. International Nursing Review, 57(3), 297-304.
Toplam 71 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Politika ve Yönetim (Diğer)
Bölüm Makaleler
Yazarlar

Gamze Güner Kibaroğlu 0000-0001-6187-4607

Simge Samancı 0000-0002-1284-381X

H. Nejat Basım 0000-0002-2605-9962

Yayımlanma Tarihi 1 Temmuz 2024
Gönderilme Tarihi 17 Temmuz 2023
Yayımlandığı Sayı Yıl 2024

Kaynak Göster

APA Güner Kibaroğlu, G., Samancı, S., & Basım, H. N. (2024). Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması. Optimum Ekonomi Ve Yönetim Bilimleri Dergisi, 11(2), 169-187. https://doi.org/10.17541/optimum.1328860
AMA Güner Kibaroğlu G, Samancı S, Basım HN. Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması. OEYBD. Temmuz 2024;11(2):169-187. doi:10.17541/optimum.1328860
Chicago Güner Kibaroğlu, Gamze, Simge Samancı, ve H. Nejat Basım. “Tıbbi Sekreterlerin Öfkeli Hasta Ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması”. Optimum Ekonomi Ve Yönetim Bilimleri Dergisi 11, sy. 2 (Temmuz 2024): 169-87. https://doi.org/10.17541/optimum.1328860.
EndNote Güner Kibaroğlu G, Samancı S, Basım HN (01 Temmuz 2024) Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması. Optimum Ekonomi ve Yönetim Bilimleri Dergisi 11 2 169–187.
IEEE G. Güner Kibaroğlu, S. Samancı, ve H. N. Basım, “Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması”, OEYBD, c. 11, sy. 2, ss. 169–187, 2024, doi: 10.17541/optimum.1328860.
ISNAD Güner Kibaroğlu, Gamze vd. “Tıbbi Sekreterlerin Öfkeli Hasta Ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması”. Optimum Ekonomi ve Yönetim Bilimleri Dergisi 11/2 (Temmuz 2024), 169-187. https://doi.org/10.17541/optimum.1328860.
JAMA Güner Kibaroğlu G, Samancı S, Basım HN. Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması. OEYBD. 2024;11:169–187.
MLA Güner Kibaroğlu, Gamze vd. “Tıbbi Sekreterlerin Öfkeli Hasta Ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması”. Optimum Ekonomi Ve Yönetim Bilimleri Dergisi, c. 11, sy. 2, 2024, ss. 169-87, doi:10.17541/optimum.1328860.
Vancouver Güner Kibaroğlu G, Samancı S, Basım HN. Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması. OEYBD. 2024;11(2):169-87.

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