Özen Önen SERTÖZ, Gulsum Berna GOKENGİN, Hadi SAGİN, OKAN GÜLBAHAR, MELTEM ÇİÇEKLİOĞLU, ÖZLEM SÜREL KARABİLGİN ÖZTÜRKÇÜ

Is It Possible to Decrease the Burnout Level of Hospital Office Staff by Communication Skills Training Using Therapy Techniques?

Terapi yöntemleri içeren iletişim becerileri eğitimi ile hastane büro çalışanlarının tükenmişlik düzeyleri azaltılabilir mi?Amaç: Bu çalışmanın amacı, iki farklı terapi tekniği içeren Temel İletişim ve Zor Durumlarla Baş Etme Becerileri Eğitimi'nin etkinliğini hastane büro çalışanlarının tükenmişlik düzeyi ve iş doyumuna etkisi açısından değerlendirmektir.Yöntem: Hastane büro çalışanlarına (n=54) iletişim becerileri eğitimi verilmiştir. Temel iletişim becerileri, öfke kontrolü, çatışma yönetimi, stresle başa çıkma başlıkları psikodrama, bilişsel davranışçı terapi teknikleri ile ele alınmıştır. Katılımcılara Kişisel Bilgi Formu, Ön Test-Son Test Formu, Maslach Tükenmişlik Ölçeği (MTÖ), Minnesota Doyum Ölçeği (MDÖ), Eğitim Programı Değerlendirme Formu uygulanmıştır. Bulgular: MTÖ'nin duyarsızlaşma alt boyut puanında eğitim sonrası istatistiksel olarak anlamlı azalma gözlenirken, kişisel başarı puanında anlamlı artış saptanmış, duygusal tükenmişlikte değişim gözlenmemiştir. Ancak 10 yıl üzeri çalışmış olanların duygusal tükenme puanları, 10 yıl ve altı çalışmış olanlardan istatistiksel olarak anlamlı düzeyde daha yüksektir. Eğitim sonrasında 10 yıl üzeri çalışmış olanlarda duygusal tükenme puanları arasındaki değişimde azalma görülürken 10 yıl ve altı çalışanlarda hafif artış saptanmıştır. MDÖ'nin alt boyutlarında eğitim öncesi/sonrası puanlarda anlamlı fark saptanmamıştır. Ancak Genel Doyum ve İçsel Doyum alt boyutlarında eğitim sonrasında çalışma süreleri 10 yıl üzeri olanlarda artma gözlenmiştir.Katılımcılar eğitimden genel olarak memnun olduklarını ve tekrarlanmasını istediklerini belirtmiştir.Sonuç: Terapi yöntemleri içeren iletişim becerileri eğitiminin artan çalışma süresine bağlı ortaya çıkan tükenmişlik belirtilerini azaltabileceği, iş doyumunu olumlu düzeyde etkileyebileceği söylenebilir

Terapi yöntemleri içeren iletişim becerileri eğitimi ile hastane büro çalışanlarının tükenmişlik düzeyleri azaltılabilir mi?

Is it possible to decrease the burnout level of hospital office staff by communication skills training using therapy techniques?Objective: Aim of the present study is to evaluate the effectiveness of Basic Communication and Coping with Difficult Situations Skills Training, which includes two different therapy techniques, on the burnout level and job satisfaction of hospital office staff.Method: Communication Skills Training was applied to hospital office staff (n=54). Psychodrama and cognitive-behavioral therapy techniques were used and practiced to evaluate basic communication skills, anger management, conflict management, and coping with stress issues. The participants filled in a Personal Information Form, Pre-Test/Post-Test Form, Maslach Burnout Inventory (MBI), Minnesota Satisfaction Questionnaire (MSQ), and Training Program Evaluation Form. Results: On the MBI, depersonalization scores significantly decreased after training, and personal accomplishment scores increased significantly, whereas emotional exhaustion scores were not affected. However, the emotional exhaustion scores of staff members with a duration of employment of over ten years were significantly higher than those of staff members with a duration of employment of less than ten years. Participants with a job tenure of over ten years showed a decrease regarding the change in the scores of emotional exhaustion after the training, whereas participants with a tenure of less than ten years showed a slight increase. Pre- and post-training subscale scores of MSQ did not differ significantly. However, the participants with a duration of service of over ten years showed an increase after training in Overall Job Satisfaction and Intrinsic Job Satisfaction subscales. Participants declared overall satisfaction with the training and asked for continuation of the program. Conclusion: We can say that communication skills training using therapy techniques can decrease burnout symptoms related to increasing length of employment and have a positive impact on job satisfaction

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