Συναισθηματική νοημοσύνη και διαχείριση συγκρούσεων στο χώρο της υγείας (Master thesis)

Ιωαννίδου, Δέσποινα


Introduction: Emotional intelligence is a factor that can affect employees’ organizational performance, change their achievements and contribute to the improvement of the communication and interaction among employees. To date, in the international literature as well as in Greece, there have been identified only a few studies investigating the relationship between emotional intelligence and conflict management in the health domain. Aim: The investigation of conflict management among healthcare workers in hospitals and its relationship with emotional intelligence. Methodology: A cross-sectional study was conducted in a sample of healthcare workers working in the General Hospital of Thessaloniki “Agios Dimitrios”. The participants were asked to fill in a questionnaire constructed for the aims of the present study, which consisted of (a) questions about demographic and professional data, (b) the questionnaire of Tenglimoglu & Kisa about conflict management, and (c) the emotional intelligence scale of Wong & Law. The statistical data analysis was conducted using the SPSSv20 software. Results: The sample consisted of 174 healthcare workers, 54 men and 120 women, with an average age of 44.80 ± 9.24 years and an average work service equal to 19.18 ± 9.29 years. About half of the participants were found to be moderately satisfied on a personal and professional level with their roles and their tasks, 54% stated that are not satisfied with their salary in relation to their workload, while approximately 66% of the sample believe that their workload is higher, or much higher, compared to the workload of other professional groups. Only 20% of the sample declared that they had no conflicts with other healthcare professionals at an interdisciplinary level. As a suggested way of resolving conflicts, the healthcare professionals of the sample mentioned the existence of a clear separation of duties and responsibilities, the identification of the actual causes of conflicts, and the acceptance of different points of view. Regarding the level of emotional intelligence of the healthcare workers of the sample, the participants presented high emotional intelligence in terms of self-understanding, followed by emotional intelligence from the use of emotions, understanding the motions of other people and, finally, the control of emotions. The use of emotions (r = +0.157, p<0,05) and the total emotional intelligence (r = +0.168, p<0,05) were found to be positively associated with the degree to which healthcare professionals consider that their workload is higher than the workload of other professional teams. Conclusions: In hospital environments, conflicts among different professional teams, but also among co-workers, are inevitable. The main approaches used by managers for the management and the resolution of conflicts – on a personal or group level – are in accordance with the current legislation and the regulations for healthcare professionals. These approaches, however, rarely achieve the desired results. Consequently, there is a significant need for additional research studies on the relationship between emotional intelligence and conflict management, and on how emotional intelligence can affect conflict resolution.
Institution and School/Department of submitter: Σχολή Οικονομίας και Διοίκησης. Τμήμα Διοίκησης Οργανισμών, Μάρκετινγκ και Τουρισμού
Keywords: Διαχείριση συγκρούσεων;Συναισθηματική νοημοσύνη;Επαγγελματίες Υγείας;Νοσοκομείο;Conflict management;Emotional intelligence;Healthcare workers;Hospital
Description: Διπλωματική εργασία -- Σχολή Οικονομίας και Διοίκησης -- Τμήμα Διοίκησης Οργανισμών, Μάρκετινγκ και Τουρισμού, 2020 (α/α 12343)
URI: http://195.251.240.227/jspui/handle/123456789/15915
Appears in Collections:Μεταπτυχιακές Διατριβές

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