加護病房護理人員人際溝通能力與衝突處理風格

Interpersonal Communication Competence and Conflict Handling Styles of Nurses in Intensive Care Units

10.6224/JN.201904_66(2).09

郭芳秀(Fang-Hsiu KUO)；黃惠滿(Hui-Man HUANG)；孫凡軻(Fan-Ko SUN)；林婉如(Wan-Ju LIN)

人際溝通能力 ； 衝突處理風格 ； 護理人員 ； 加護病房 ； interpersonal communication competence ； conflict handling styles ； nurse ； intensive care unit

護理雜誌

66卷2期（2019 / 04 / 01）

67 - 76

繁體中文

背景：加護病房（intensive care unit, ICU）護理人員需具備良好的人際溝通能力及適當的衝突處理風格，才能有效的與醫療團隊、病人及家屬溝通。目前台灣缺乏對ICU護理人員人際溝通能力及衝突處理風格相關之探討。目的：探討ICU護理人員的人際溝通能力、衝突處理風格與影響因子，及人際溝通能力、衝突處理風格之關係。方法：採橫斷式、相關性研究法，以方便取樣方式選取南部三家醫院351位ICU護理人員，用「個人基本屬性問卷」、「人際溝通能力量表」和「衝突處理風格量表」收集資料。結果：ICU護理人員：（1）整體人際溝通能力屬中等以上程度；最常使用的衝突處理風格為「整合」。（2）教育程度、職位越高，其人際溝通能力越佳。（3）年齡在「妥協」、「逃避」；教育程度在「讓步」、「妥協」、「逃避」、「整合」；職位在「讓步」、「妥協」、「整合」；工作年資在「支配」、「妥協」、「整合」的衝突處理風格上呈顯著差異。（4）人際溝通能力分別與「支配」、「讓步」、「妥協」及「整合」的衝突處理風格有顯著正相關。結論／實務應用：護理管理者為ICU護理人員舉辦年度培訓課程時，可納入人際溝通、衝突處理案例討論，使之瞭解各種人際衝突處理方式的利弊；並建議未來研究者可針對ICU護理人員了解他／她們對自己衝突處理風格的看法。

Background: Nurses in intensive care units (ICUs) must be capable of employing appropriate conflict handling styles in order to communicate with medical teams, patients, and patient family members effectively. There is a current lack of research on the interpersonal communication competence and conflict handling styles of ICU nursing staffs in Taiwan. Purpose: This study aimed to: (1) explore the interpersonal communication competence and conflict handling styles of ICU nurses and related factors and (2) examine the relationship between the interpersonal communication competence and conflict handling styles of ICU nurses. Methods: A cross-sectional correlational research approach was adopted and convenience sampling was used to recruit 351 ICU nurses from three hospitals in southern Taiwan. Data were collected using a demographic questionnaire, interpersonal communication competence scale, and conflict handling styles scale. Results: (1) ICU nurses demonstrated a moderate or higher level of overall interpersonal communication competence, with ＂integrating＂ identified as the most commonly used conflict handling style. (2) Higher educational attainment and job position were both associated with better interpersonal communication competence. (3) The adoption of ＂compromising＂ and ＂avoiding＂ styles was significantly affected by age; the adoption of ＂obliging＂, ＂compromising＂, ＂avoiding＂, and ＂integrating＂ styles was significantly affected by education level; the adoption of ＂obliging＂, ＂compromising＂, and ＂integrating＂ styles was significantly affected by job position; and the adoption of ＂dominating＂, ＂compromising＂, and ＂integrating＂ styles was significantly affected by seniority. (4) Interpersonal communication competence correlated significantly and positively with the adoption of ＂dominating＂, ＂obliging＂, ＂compromising＂, and ＂integrating＂ styles. Conclusions / Implications for Practice: Future study of the views of ICU nurses toward their own styles in handling interpersonal conflicts is needed. Furthermore, holding training courses annually to orient ICU nurses with the advantages and disadvantages of interpersonal conflict handling styles is recommended.

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