護理人員運用即時通訊軟體溝通公務的效能與焦慮感相關之研究

即時通訊軟體因即時性的溝通功能興起，使醫院護理人員於生活及工作上之公務溝通使用即時通訊軟體的頻率增加。本研究主要探討護理人員使用即時通訊軟體溝通公務，不同背景變項在溝通方向頻率及滿意度、溝通效能與溝通焦慮感之差異性；溝通方向頻率及滿意度、溝通效能與溝通焦慮感之相關性。本研究採立意取樣，以台灣中部某地區醫院護理人員為研究對象，採自填式問卷進行調查，共發出200份問卷，問卷回收181份，有效問卷率達90.5%，採用SPSS軟體進行描述性統計、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關及迴歸分析等統計方式進行分析。研究結果發現，護理人員使用即時通訊進行公務溝通上，護理工作年資未滿一年之護理人員對於溝通焦慮感高於3-5年人員。溝通方向使用頻率以平行溝通為主，溝通滿意度也以平行溝通為最高。使用即時通訊軟體溝通上，溝通方向頻率及滿意度愈高溝通效能愈高且溝通焦慮感愈高，進一步分析發現溝通焦慮感大部分來自於「群組內溝通」，但「個別與主管溝通」及「個別與同事溝通」則無顯著相關性。溝通方向使用頻率及滿意度(上行、平行、下行及斜行)溝通皆與溝通效能呈顯著正相關；平行、下行及斜行溝通與溝通焦慮感呈正相關。

關鍵字

護理人員；即時通訊軟體；溝通效能；溝通焦慮感；溝通方向使用頻率及滿意度

並列摘要

The impact of effective communication by managers has become a topic of interest in the literature because of the way it impacts both the employee experience and organizations. Instant messaging software rises due to real-time communication function which increasing the frequency of use of instant messaging software by hospital nursing staffs in their work and life. This study mainly discusses the difference between the frequency and satisfaction of communication direction, communication efficiency and communication anxiety of nursing staffs using instant messaging software to communicate on official business; moreover, examining the relationship between the frequency and satisfaction of communication direction, communication efficiency and communication anxiety. This study uses intentional sampling, taking nurses from a hospital in central Taiwan as the research samples. A self-reported questionnaire was used for the survey. A total of 200 questionnaires were sent out, 181 questionnaires were received. The effective questionnaire rate was 90.5%. SPSS software is used for descriptive statistics to understand the distribution of respondents’ demographic data. Inferential statistics use the chi-square independence test and the Logistic regression analysis to check whether the independent variable and the dependent variable are significantly different and predictable. The results of this study showed that when nursing staffs use instant messaging for official communications, nursing staffs with less than one year of nursing work experience have higher communication anxiety than those with 3-5 years. The frequency of communication direction is mainly a parallel communication, and communication satisfaction is also the highest with the parallel communication. Moreover, when using instant messaging software to communicate, the higher the communication satisfaction, the higher the communication efficiency and also the higher the communication anxiety. Further analysis found that most of the communication anxiety comes from "in-group communication", but "individual communication with supervisors" and "individual communication with colleagues" have no significant correlation. The frequency of use of communication direction and satisfaction (upward, parallel, downward and oblique) communication are positively correlated with communication performance; parallel, downward and oblique communication are positively correlated with communication anxiety.The tests in the present study provide much insight as to how various suggested measures represent a construct, as to how reliable they are, and as to which ones may serve best as a foundation for further investigation.