INTERNAL COMMUNICATION AND DEALING WITH CONFLICTS IN THE NURSING SECTOR

Abstract

The effectiveness and good performance of a company fully depend on good organizational communication. The conflict can have constructive or destructive results for the parties, be they individuals, groups or organizations. Objective: To describe the relationship that exists between internal communication and the management of conflicts that arise between collaborators and the nursing coordination of a High Coronary Complexity Service. Methods: A descriptive, cross-sectional study was carried out in the Coronary Unit of a private institution of the Autonomous City of Buenos Aires in the period June-July 2021. The sample consisted of 99 nurses, selected by non-probabilistic sampling by convenience. Two instruments were used, one on Organizational Communication and on the other hand the questionnaire related to conflict management. Results: 64.6% of the sample was female while the male was 35.4%. The mean age was 38.5 years, the mode was 37 and the standard deviation was 9.3 years. In relation to the indicators related to internal communication and conflict management, internal communication had a higher score and ascending communication the lowest. When correlational with internal communication and conflict management, a statistically significant positive correlation was found (r = 0.2605; P = 0.0092; CI = 0.0665 to 0.4355). Conclusions: It was shown that internal communication and its perception by the staff influences the management of conflicts that arise between collaborators and the nursing coordination of the service.

Keywords

• comunicación organizacional
• manejo de conflictos
• comunicación ascendente
• comunicación descendente
• comunicación horizontal
• empatía
• manejo de la ira