The influence of face-to-face communication on intergroup interaction and attitudes

Tönis, N. (Noortje) (2017) The influence of face-to-face communication on intergroup interaction and attitudes. thesis, Other studies (UMCG).

Text 2017_Tnis_Noortje.pdf Download (638kB)

Abstract

Introduction How multidisciplinary teams collaborate and communicate with each other is essential to both patients and employees. Healthcare information systems are being implemented at outpatient clinics on a large scale and will continue to be developed in the future. These communication technologies offer visible benefits regarding the quality of healthcare, but their effects on intergroup interactions are underexplored. Therefore, the aim of this study is to investigate the influence face-to-face communication has on the interactions among healthcare teams that are dealing with increasingly digitalized hospital processes. Method Different qualitative data collection methods were used. Firstly, work processes were observed to determine how medical specialists, nurses and medical secretaries interact with each other. Thereafter an intervention was executed to investigate the influences of face-to-face communication on intergroup interaction. Finally, interviews and observations were used to gather data concerning the effects of face-to-face communication on intergroup interaction and attitudes. Results Participants embraced the increased face-to-face communication. According to the different disciplines included in the study, this type of multidisciplinary intergroup contact would be helpful for gaining insight into each other’s situations and would sustain the basis for open communication and mutual trust. Other factors such as high workload and the dynamic within one discipline were also found to influence both intergroup interaction and attitudes. Conclusion This study shows that face-to-face communication contributes to both cognitive and affective dimensions of intergroup attitudes. The in-groups desire to have the out-group gain understanding of the situations the in-group has to deal with. This introduces the basis for enhancing emotions such as appreciation and mutual trust. Face-to-face communication influences the overall work climate and thus also team performance, which in turn positively influences the quality of patient healthcare. These conclusions were used as the basis for developing propositions. Further longitudinal research is needed to gain a deeper insight into specific intergroup conditions that influence the interaction between and within the concerned disciplines (whereby people have already been working together for quite some time). Key terms: intergroup interactions, intergroup attitude, cognitive and affective dimensions, face-to-face contact, hospital team processes

Item Type:	Thesis (Thesis)
Supervisor name:	Welker, mw. dr. G.A.
Supervisor name:	Vos, dr. J.F.J.
Faculty:	Economics and Business
Keywords:	Cognitieve en affectieve dimensies, Teamprocessen, Personeel, Ziekenhuizen, Face-to-face contact
Date Deposited:	25 Jun 2020 10:52
Last Modified:	25 Jun 2020 10:52
URI:	https://umcg.studenttheses.ub.rug.nl/id/eprint/1273

Actions (login required)

View Item