Διαχείριση συγκρούσεων σε οργανισμούς υγείας : συμβολή των δεξιοτήτων επικοινωνίας σε μια αποτελεσματική διαχείριση συγκρούσεων και στον τρόπο επίλυσης τους
Conflict management in healthcare organizations : the contribution of communication skills to an effective conflict management and to conflict resolution
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Keywords
Διαχείριση συγκρούσεων ; Δεξιότητες επικοινωνίαςAbstract
The topic of this dissertation has to do with the management of conflicts which take place in healthcare organizations focusing on whether communication skills contribute to an effective conflict management and to conflict resolution. A quantitative study took place with primary data using a sample of N=102 participants, who are employees in health organizations such as hospitals, clinics, healthcare and diagnostic centers, including doctors, nurses, paramedic personnel, administrative and supporting staff.
Results showed that the most important conflict factors are, firstly, educational differences and workload, while very important factors are allocation resources, differences in compensations, differences in promotion opportunities and bureaucracy, regardless the personal characteristics of employees. It was also found that communications skills contribute, at least on a mediocre degree, to a more effective conflict management skills level. Moreover, it was observed very high preference to three conflic