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A PUBLIC RELATIONS SUPPORTED APPROACH TO EMOTION MANAGEMENT PROCESS IN HOSPITALS / Hastanelerde Duygu Yönetimi Sürecine Halkla İlişkiler Destekli Bir Yaklaşım

Year 2018, Volume: 2 Issue: 2, 169 - 182, 30.10.2018
https://doi.org/10.29216/ueip.459386

Abstract











The healthcare sector includes a
working area where emotions are experienced at a high rate.
 The patient and his / her
relatives may not be familiar with the situation, and the risks associated with
it may be quite high.
 There may be a possibility that the patient may die or fall
into a situation that is too bad to be treated, other doctors and staff
consulted may raise suspicions about the current treatment and other patients’
current situation may influence mood in a positive or negative way.
 In this process, the emotion management process is of great
importance and public relations practices are considered to be a guiding
attribute in the healthcare sector.
 In this context, first of all,
information about the process of emotion management and its practice in the
healthcare sector will be conveyed, approaches to the subject in terms of
public relations and the finding from the semi-structured interviews will be
presented. These semi-structured interviews made with the patients and their
relatives in understanding emotional conditions in hospitals. 
The works of Lewis (2005) and
Smith and Kleinman (1989) were used in order to prepare the interview forms and
to the questions. 
Findings of interviews show that patients and their relatives mostly
affecting by approaches of the personal and the events which they witnessed and
also according to participants, in state hospitals there is a lack of concern
about giving good experiences to patients.

References

  • Baker, S. M., Gentry, J. W. and Rittenburg, T. L. (2005). Building Understanding Of The Domain Of Consumer Vulnerability. Journal of Macromarketing, 25(2), 128-139.
  • Bolton, S. (2001). Changing Faces: Nurses As Emotional Jugglers. Sociology of Health & Illness, 23(1), 85-100.
  • Brotheridge, C. M., and Lee, R. T. (2003). Development And Validation Of The Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.
  • Charles, M. T., and Kim, J. C. K. (Eds.). (1988). Crisis Management: A Casebook. CC Thomas.
  • Decety, J., Yang, C. Y., and Cheng, Y. (2010). Physicians Down-Regulate Their Pain Empathy Response: An Event-Related Brain Potential Study. Neuroimage, 50(4), 1676-1682.
  • Faulkner, M. (2001). Empowerment, Disempowerment And The Care Of Older People. Nursing Older People, 13(5), 18–20.
  • Fineman, S. (2004) Getting The Measure Of Emotion And The Cautionary Tale Of Emotional Intelligence. Human Relations 57, 719–740.
  • Fineman, S. (1997). Emotion And Management Learning. Management Learning, 28(1), 13-25.
  • Gleichgerrcht, E. and Decety, J. (2014). The Relationship Between Different Facets Of Empathy, Pain Perception And Compassion Fatigue Among Physicians. Frontiers In Behavioral Neuroscience, 8, 243.
  • Goffman, E. (1949). The Presentation Of Self In Everyday Life. American Journal of Sociology, 55, 6-7.
  • Goleman, D. (1996). Emotional Intelligence. Why It Can Matter More than IQ. Learning, 24(6), 49-50.
  • Gross J. J. and Thompson R. A. (2007). Emotion Regulation: Conceptual Foundations. In:Gross James J, Editor. Handbook Of Emotion Regulation. New York: Guilford Press; 2007. p. 3–24.
  • Gross, J. J. (1998). Antecedent-And Response-Focused Emotion Regulation: Divergent Consequences For Experience, Expression, And Physiology. Journal Of Personality And Social Psychology, 74(1), 224.
  • Gross, J. J. (1999). Emotion Regulation: Past, Present, Future. Cognition & Emotion, 13(5), 551–573.
  • Grunig, J. E. (2013). Excellence In Public Relations And Communication Management. UK:Routledge.
  • Hochschild, A. R. (1983). The Managed Heart: Commercialization Of Human Feelings. Berkeley, CA: University of California Press.
  • Işık, M. (2011). Hastanelerde Halkla İlişkiler, Konya: Eğitim Kitapevi.
  • Kahneman, D. and Deaton, A. (2010). High Income Improves Evaluation Of Life But Not Emotional Well-Being. Proceedings Of The National Academy Of Sciences, 107(38), 16489-16493.
  • Lee, H., Vlaev, I., King, D., Mayer, E., Darzi, A. and Dolan, P. (2013). Subjective Well-Being And The Measurement Of Quality In Healthcare. Social Science & Medicine, 99, 27-34.
  • Lewis, P. (2005). Suppression Or Expression: An Exploration Of Emotion Management In A Special Care Baby Unit. Work, Employment And Society, 19(3), 565-581.
  • McColl-Kennedy, J. R., Danaher, T. S., Gallan, A. S., Orsingher, C., Lervik-Olsen, L. and Verma, R. (2017). How Do You Feel Today? Managing Patient Emotions During Health Care Experiences To Enhance Well-Being. Journal Of Business Research, 79, 247-259.
  • Mccreight, B. S. (2005). Perinatal Grief And Emotional Labour: A Study Of Nurses’ Experiences In Gynae Wards. International Journal Of Nursing Studies, 42(4), 439-448.
  • Smith III, A. C. and Kleinman, S. (1989). Managing Emotions In Medical School: Students' Contacts With The Living And The Dead. Social Psychology Quarterly, 56-69.
  • Smith, P. and Gray, B. (2000). The Emotional Labour of Nursing: How Student and Qualified Nurses Learn to Care; a Report on Nurse Education, Nursing Practice and Emotional Labour in the Contemporary NHS. London, England: South Bank University, Faculty of Health. Thompson, R. A. (1994). Emotional Regulation: A Theme In Search Of Definition. Monographs Of The Society For Research In Child Development, 59(2/3), 3-303.
  • Verzeletti, C., Zammuner, V. L., Galli, C. and Agnoli, S. (2016). Emotion Regulation Strategies And Psychosocial Well-Being In Adolescence. Cogent Psychology, 3(1), 1199294.
  • Zammuner, V. L., Lotto, L. and Galli, C. (2003). Regulation Of Emotions In The Helping Professions: Nature, Antecedents And Consequences. Australian E-Journal For The Advancement Of Mental Health, 2(1), 43-55.

HASTANELERDE DUYGU YÖNETİMİ SÜRECİNE HALKLA İLİŞKİLER DESTEKLİ BİR YAKLAŞIM / A Public Relations Supported Approach To Emotion Management Process In Hospitals

Year 2018, Volume: 2 Issue: 2, 169 - 182, 30.10.2018
https://doi.org/10.29216/ueip.459386

Abstract

Sağlık sektörü duyguların
yüksek oranda olduğu bir çalışma alanını içermektedir. Hasta ve hasta yakınları
içerisinde bulundukları duruma aşina olmayabilmekte ve bunun beraberinde
riskler bir hayli yüksek olabilmektedir.  
Hastanın ölüm veya tedavi edilemeyecek kadar
kötü durumlara düşme ihtimali bulunabilmekte, danışılan diğer doktor ve
personeller mevcut tedaviye ilişkin şüpheler uyandırabilmekte ve de diğer
hastaların mevcut durumu duygu durumunu olumlu ya da olumsuz doğrultuda
etkileyebilmektedir. Bu süreç dahilinde duygu yönetimi süreci büyük bir önem
arz etmekte ve halkla ilişkiler pratiklerinin sağlık sektöründe duygu yönetimi
hususunda yol gösterici bir niteliği olduğu değerlendirilmesinde
bulunulmaktadır. Çalışmada bu bağlamda öncelikle duygu yönetimi ve sağlık
sektöründe uygulanma süreçleri hakkında bilgiler ardından halkla ilişkiler
açısından konu hakkındaki yaklaşımlar aktarılacaktır. Son olarak ise hasta ve
hasta yakınları ile yapılan yarı-yapılandırılmış görüşmelerden elde edilen
bulgular sunulacaktır.
Yarı-yapılandırılmış
görüşmeler hastanelerdeki duygu durumlarının anlaşılabilmesi adına hasta ve
hasta yakınları ile yapılmıştır. Görüşmelerde kullanılan formlar ve soruların
hazırlanılmasında Lewis (2005), Smith ve Kleinman’ın (1989) çalışmalarından
yararlanılmıştır. Görüşmeler sonucunda hasta ve hasta yakınlarının büyük oranda
personelin kendilerine yaklaşımı ve şahit oldukları olaylardan etkilendiklerini
ortaya çıkarmıştır. Ayrıca ulaşılan bir başka sonuç ise devlet hastanelerinin
hastalarına iyi bir tecrübe yaşatmak konusunda gerekli kaygılara sahip
olmadığını göstermektedir

References

  • Baker, S. M., Gentry, J. W. and Rittenburg, T. L. (2005). Building Understanding Of The Domain Of Consumer Vulnerability. Journal of Macromarketing, 25(2), 128-139.
  • Bolton, S. (2001). Changing Faces: Nurses As Emotional Jugglers. Sociology of Health & Illness, 23(1), 85-100.
  • Brotheridge, C. M., and Lee, R. T. (2003). Development And Validation Of The Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.
  • Charles, M. T., and Kim, J. C. K. (Eds.). (1988). Crisis Management: A Casebook. CC Thomas.
  • Decety, J., Yang, C. Y., and Cheng, Y. (2010). Physicians Down-Regulate Their Pain Empathy Response: An Event-Related Brain Potential Study. Neuroimage, 50(4), 1676-1682.
  • Faulkner, M. (2001). Empowerment, Disempowerment And The Care Of Older People. Nursing Older People, 13(5), 18–20.
  • Fineman, S. (2004) Getting The Measure Of Emotion And The Cautionary Tale Of Emotional Intelligence. Human Relations 57, 719–740.
  • Fineman, S. (1997). Emotion And Management Learning. Management Learning, 28(1), 13-25.
  • Gleichgerrcht, E. and Decety, J. (2014). The Relationship Between Different Facets Of Empathy, Pain Perception And Compassion Fatigue Among Physicians. Frontiers In Behavioral Neuroscience, 8, 243.
  • Goffman, E. (1949). The Presentation Of Self In Everyday Life. American Journal of Sociology, 55, 6-7.
  • Goleman, D. (1996). Emotional Intelligence. Why It Can Matter More than IQ. Learning, 24(6), 49-50.
  • Gross J. J. and Thompson R. A. (2007). Emotion Regulation: Conceptual Foundations. In:Gross James J, Editor. Handbook Of Emotion Regulation. New York: Guilford Press; 2007. p. 3–24.
  • Gross, J. J. (1998). Antecedent-And Response-Focused Emotion Regulation: Divergent Consequences For Experience, Expression, And Physiology. Journal Of Personality And Social Psychology, 74(1), 224.
  • Gross, J. J. (1999). Emotion Regulation: Past, Present, Future. Cognition & Emotion, 13(5), 551–573.
  • Grunig, J. E. (2013). Excellence In Public Relations And Communication Management. UK:Routledge.
  • Hochschild, A. R. (1983). The Managed Heart: Commercialization Of Human Feelings. Berkeley, CA: University of California Press.
  • Işık, M. (2011). Hastanelerde Halkla İlişkiler, Konya: Eğitim Kitapevi.
  • Kahneman, D. and Deaton, A. (2010). High Income Improves Evaluation Of Life But Not Emotional Well-Being. Proceedings Of The National Academy Of Sciences, 107(38), 16489-16493.
  • Lee, H., Vlaev, I., King, D., Mayer, E., Darzi, A. and Dolan, P. (2013). Subjective Well-Being And The Measurement Of Quality In Healthcare. Social Science & Medicine, 99, 27-34.
  • Lewis, P. (2005). Suppression Or Expression: An Exploration Of Emotion Management In A Special Care Baby Unit. Work, Employment And Society, 19(3), 565-581.
  • McColl-Kennedy, J. R., Danaher, T. S., Gallan, A. S., Orsingher, C., Lervik-Olsen, L. and Verma, R. (2017). How Do You Feel Today? Managing Patient Emotions During Health Care Experiences To Enhance Well-Being. Journal Of Business Research, 79, 247-259.
  • Mccreight, B. S. (2005). Perinatal Grief And Emotional Labour: A Study Of Nurses’ Experiences In Gynae Wards. International Journal Of Nursing Studies, 42(4), 439-448.
  • Smith III, A. C. and Kleinman, S. (1989). Managing Emotions In Medical School: Students' Contacts With The Living And The Dead. Social Psychology Quarterly, 56-69.
  • Smith, P. and Gray, B. (2000). The Emotional Labour of Nursing: How Student and Qualified Nurses Learn to Care; a Report on Nurse Education, Nursing Practice and Emotional Labour in the Contemporary NHS. London, England: South Bank University, Faculty of Health. Thompson, R. A. (1994). Emotional Regulation: A Theme In Search Of Definition. Monographs Of The Society For Research In Child Development, 59(2/3), 3-303.
  • Verzeletti, C., Zammuner, V. L., Galli, C. and Agnoli, S. (2016). Emotion Regulation Strategies And Psychosocial Well-Being In Adolescence. Cogent Psychology, 3(1), 1199294.
  • Zammuner, V. L., Lotto, L. and Galli, C. (2003). Regulation Of Emotions In The Helping Professions: Nature, Antecedents And Consequences. Australian E-Journal For The Advancement Of Mental Health, 2(1), 43-55.
There are 26 citations in total.

Details

Primary Language English
Subjects Economics
Journal Section RESEARCH ARTICLES
Authors

Simge Ünlü Kurt 0000-0002-0137-4210

Publication Date October 30, 2018
Published in Issue Year 2018 Volume: 2 Issue: 2

Cite

APA Ünlü Kurt, S. (2018). A PUBLIC RELATIONS SUPPORTED APPROACH TO EMOTION MANAGEMENT PROCESS IN HOSPITALS / Hastanelerde Duygu Yönetimi Sürecine Halkla İlişkiler Destekli Bir Yaklaşım. Uluslararası Ekonomi İşletme Ve Politika Dergisi, 2(2), 169-182. https://doi.org/10.29216/ueip.459386

Recep Tayyip Erdogan University
Faculty of Economics and Administrative Sciences
Department of Economics
RIZE / TURKEY