Is it possible to decrease the burnout level of hospital office staff by communication skills training using therapy techniques

Abstract

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. Preand 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.