護理人員人際衝突處理型態之研究

A Study of Interpersonal Confl ict HandlingStyles Among Nurses

衝突處理能力是護理人員必須具備的重要工作能力。本研究目的為瞭解護理人員的人際衝突處理型態以及相關影響因素，採橫斷面調查方法，選取東部某醫院通過試用期後的護理人員，包括護理長、副護理長與基層護理人員260位為對象，以「個人基本資料表」與「衝突處理型態量表」進行資料收集。結果顯示，護理人員在人際衝突的處理上，不論面對的衝突對象是同事、醫師、或其他單位的人員，「整合」方式是最常使用的衝突處理型態，最不常使用的方式為「支配」；而影響護理人員衝突處理型態之因素有年齡、婚姻狀況、教育程度、職位、工作年資、服務單位科別等。最後，期望本研究除了在學術上能提供相關護理人員衝突處理的知識外，在實務工作上也能作為醫院護理人力資源管理上之參考。

Competence is needed when managing interpersonal conflict effectively and this is essential for nurses. The purpose of this study was to explore the various styles used to handle interpersonal conflicts and related factors among nurses. A cross-sectional survey was conducted. Two hundred sixty registered nurses were selected from a teaching hospital in eastern Taiwan, including nurses, assistant head nurses, and head nurses. Data were collected using a self-report structured questionnaire that incorporated a demographics sheet and the Rahim Organizational Conflict Inventory-II instrument. The results showed that the most common strategy used by the participants when managing conflict was integrating. In contrast, the least used style was dominating. The nurses’ age, marital status, education, position, work unit and tenure had a significant influence on the style used to handle interpersonal conflict. Finally, this study not only contributes to knowledge about nurses’ conflict management, but also provides information that will help in hospital clinical practice when managing nursing human resources.