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Düşünen Adam. 2018; 31(1): -

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

Özlem Sürel Karabilgin Öztürkçü, Özen Önen Sertöz, Gülsüm Berna Gökengin, Hadi Sağın, Okan Gülbahar, Meltem Çiçeklioğlu.

Objective: This paper aims to evaluate the effectiveness of Basic Communication and Cope with Difficult Situations Skills Training, which includes two different therapy techniques, on the burnout level and job satisfaction of the hospital office staff.
Method: Communication Skills Training was applied to the 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 forms for Personal Information, Pre-Test/Post-Test, Maslach Burnout Inventory (MBI), Minnesota Satisfaction Questionnaire (MSQ), Training Program Evaluation.
Results: For 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 job duration of over ten years were significantly higher than the staff members with job duration of fewer than ten years. Participants with job duration of over ten years showed a decrease regarding the change in the scores of emotional exhaustion after the training, whereas participants with job duration of fewer than ten years showed a slight increase.
Pre- and post-training subscale scores of MSQ did not significantly differ. However, the participants with job duration of over ten years showed an increase after training in overall Job Satisfaction and Intrinsic Job Satisfaction subscales.
Participants declared overall satisfaction about the training and asked for continuance.
Conclusion: We can state that communication skills training using therapy techniques can decrease burnout symptoms related to increasing job duration, and have a positive impact on job satisfaction.

Keywords: Communication, professional burnout, cognitive behavioral therapy, psychodrama

Key words: Keywords: Communication, professional burnout, cognitive behavioral therapy, psychodrama

Article Language: Turkish English

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